CUSTOMER SERVICEV:- CUSTOMER IS GOD

CUSTOMER IS GOD   :- TRAINER ANIL MAURYA 

Section 1: Burning Problem Solved in the Video

How to serve your customers properly?

Section 2: Summary of the Video

If you succeed in understanding customer persona, you’ll not only win their heart but will increase your business.

It’s very important to understand the 5 factors of customer persona – personal insight, top 3 burning problems, top goals, decision influencing factors, and barriers & common objections.

Implementing CRM helps you in giving a friendly and pleasant experience to your customers.

Section 3: Main Content of the Video

Golden Statement:

There is only one boss, the customer!

He can fire everybody in the company from the chairman to down, simply by spending his money somewhere else.

If you understand the philosophy of अतिथि देवो भव: then you’ll be able to make the business of millions and billions.

Key Note #1: Defining Customer Persona

We’ve understood most of the things in life with the help of stories.

Let’s use the same method and understand the art of business with the help of the following story:

Around 15 to 20 years ago, two people met in a gurukul of Haryana. Both had nothing – no money, no resource – but both had a clear purpose. The purpose to make Indians healthy and prosperous.

Both the men vowed to serve the people for a lifetime.

They both started visiting villages and wherever they found a patient, they’d cure them with the help of yoga and Ayurveda.

Today, the whole world knows them as Swami Ramdev and Acharya Balkrishna. Acharya Balkrishna is also a professor of Bada Business.

You must be wondering what the use of this story is in customer service lessons.

But the day you’ll separate Customer and Service and will focus on service, that day, you’ll establish the gold standard of service. To set this gold standard, you need to understand the most important principle of service called Customer (अतिथि).

In management’s language, it is known as a customer persona.

Golden Statement:

अतिथि बारी बारी आएंगे और चले जाएंगे

यदि वो नहीं आएंगे तो हम अनुभव कहाँ से लाएंगे?

The customers will come and go,

But if they don’t come, where will we get the experience from?

If you’re calling your customer अतिथि, then you need to treat him that way, you need to learn from them.

If you just want to consider them as someone who pays you, then you can call them customers.

For example:

If you have a restaurant or a retail shop, a car showroom, or a college, you need to understand your अतिथि to serve better.

Key Note #2: Factors of Customer Persona

You need to understand 5 factors of customer persona:

1. Personal insights

 You need to know the deep insights of your customers like:

Family members

Address

Which mobile phone does he use?

Salary

Choices

Life problems

2. Top 3 burning problems

Know the burning problems in personal as well as professional life so that you know what they will spend on.

3. Top goals

Understand your customer’s goals.

4. Decision influencing factors

Understand which factors will lead your customer to do transactions instantly.

For example:

If you want to sell a music system or a laptop for your customer, either tell them the great features of it or give them the product with personalised packaging.

You can also relate the product to their family and their needs to make the customer buy it spontaneously.

5. Barriers & common objections

If you know your customer’s objections and barriers well, you’ll be able to add this in your marketing pitch and give them reasons they can’t ignore.

For example:

You own a restaurant.

Your main cuisine is Indian.

When your customers (अतिथि) enter the restaurant, you put तिलक on their forehead and then welcome them.

You want to give a homely feeling to your customer, so you take a few details from them but only the first time.

You’ll explain to them that you’re taking those details to know their preferences so that when they come the next time, you can serve them their favourites and they won’t even have to place an order.

When the customers come again to your restaurant, while they’re having a good time with their family, your technology will tell you about their preferences.

While maintaining the conversation, you’ll quickly note down the information.

When the customer comes next time, you can tell them the alternatives of what they had the previous time and can suggest something special on the menu as well. This will leave your customer amazed for you remember them and they’ll pay extra tips as well.

It’s not important to have a huge business set up to serve your customers well. Even if you have a basic general store and you keep in mind the 5 factors of customer persona, you’ll be able to give them home delivery of products that they need the most.

For example:

If you have a general store and a customer purchases Rs. 5000 for rice, pulses, sugar, flour, wheat, and soap, then he sure will make the same purchase next month also.

When you ask them next month if they’d like to have the same items delivered, they’ll be more than happy. He’ll be happier because you saved his time.

You just have to implement a basic technology called CRM to run a business smoothly. CRM stands for Customer Relationship Management software.

According to Warren Buffet:

The first sign of corporate decay lies in A-B-C symptoms:

A – Arrogance i.e. superiority

B – Bureaucracy i.e. ignorance and laid-back attitude

C – Complacency i.e. ego

Massive Action Plan

Create service culture in business

Implement CRM

Use 5 factors to create a customer persona

Section 4: Key Outcomes of the Video

Build a culture of customer service in your business

Implement CRM to provide world-class customer service

Use 5 factors to create a customer persona

 

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