Free Book Summary : Simple Ways To Manage Your Service Customers Service Management Ideas By Promod Batra and Vijay Batra Think, Inc. 2004 ISBN 81-900547-9-1 97 pages

The Big Idea
Providing quality after-sales service is always important in a business; it’s what keeps your customers coming back; it’s what makes your business grow; it’s what builds your reputation and credibility. And quality service depends a lot on you as a service person, your employees, and how you manage your service.

“Simple Ways to Manage Your Service Customers” by Promod Batra and Vijay Batra provides simple service management ideas that you can implement without fuss and build an image as an organization committed to standing beside your customers all the time. Basically, it puts premium on paying attention to the small details that are often overlooked by business people, as well as training employees with the right attitudes and skills to provide the best service possible.

1.  Put Yourself In Your Customer’s Shoes
The customer is the boss. He/She pays the salaries and makes the profits. Once you understand this important fact of business, you can only keep doing better and better even during tough times.

2.  Customer Service – Your Best Sales Tool
Good service results in higher sales. Thus, encourage your staff to make investments in time, attention, and money to provide satisfaction to customers.

3.  The First Three Minutes Make All The Difference
The first three minutes after a customer walks into your store, salesroom, workshop or office are very critical. The image in the customer’s mind about you and your business is formed during those three minutes. Pleasant experiences produce favorable images; unpleasant experiences produce unfavorable images.

4. What Is The Customer Looking For?
Your customer is looking to you to deliver on three promises you implicitly committed when you made the sale of your product or service. The first is warmth, sincerity and consideration – which you deliver on when you acknowledge him/her in the first three minutes. The second is promptness and accuracy in giving him/her the solution to his/her problem. The third is impartiality and fairness.

5. Cultivate A Good Personality
You can only provide quality service if you are healthy. So maintain your physical and mental health. Maintain a good appearance and make sure your service staff do, too. Ensure good grooming, alertness, and positive attitudes among your employees.

6. Become A Good Talker
Any person who deals with customers must be a good conversationalist. A good conversationalist is one who comes to the point quickly but tactfully, is honest with the customer, uses common sense and common knowledge, can use humor to lighten the situation, and can talk naturally and in a relaxed manner.

7. Become A Good Listener
Listening is the most important part of communication. Listen without interrupting the customer. Make notes while the customer talks to show him you are paying attention and are seriously thinking about his/her problem.  

8. Become A Good Writer And Reader
You can do a good job talking and listening, but if you cannot write it down and read it later on, you cannot satisfy your customers. Make sure your handwriting is clear. Use short sentences and paragraphs. Use part numbers, references to the parts catalogue, diagrams, sketches, etc.

9. Better Ways To Deal With Your Customers
Practice MWA or Management by Walking Around. For your customers, consider following them instead of leading them.

10. Better Ways To Have Satisfied Customers
Always be cheerful and this way, you will spread cheerfulness. Remember this rule: we smile not because we are happy; we are happy because we smile. In other words, you must train your mind to always think positive thoughts.  

11. Better Ways Of Selling Service
Gain the customer’s confidence by attending to them promptly, in the first three minutes of their walking in your place of business. Concentrate on the customer’s problem. Be sure that you see, feel and hear the same things your customer does.

12. Handling Co-Workers In Your Business
Take good care of your willing employees, nurture their enthusiasm and give them opportunities to grow and fulfill their potential. For neutral employees, steer them towards willing employees to be positively influenced. Impossible employees create problems in any organization.  

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