💢 Customer Relations Skills 💢
✽ Thinking about the Soft Skill: ✽
1. Who is a customer?
A customer is a person who buys goods or services from a
business. Customers can be individuals or companies. They are the reason a
business exists and earns money. Without customers, no business can survive.
2. What does the customer expect from any service?
Customers expect good quality, reasonable prices, quick and
reliable service. They also want to be treated politely and with respect. Clear
communication and honest behavior are important to them. They look for services
that meet their needs.
3. Why is the customer very important for any business?
Customers are important because they bring money to the
business. Without them, a business cannot grow or survive. Customers are the
lifeline of any business because they bring revenue by purchasing products or
services. Happy customers promote the business to others, helping it grow. They
create a good reputation for the company. If there are no customers, the
business will fail.
4. How do you treat a customer who may not always bring
profit?
Every customer should be treated with respect and care, even
if they don’t bring profit immediately. Good treatment builds trust and a
positive reputation. So one must treat all customers kindly and respectfully,
even if they don’t bring profit now. Every customer is important for building a
positive image. They might do business in the future or recommend it to others.
No company can afford to ignore or lose customers.
a. A man without a
smiling face must not open a shop. (Chinese)
A smile shows friendliness and warmth, which customers appreciate. If a shopkeeper is rude or unfriendly, customers will avoid the shop. A happy and welcoming attitude helps in building trust and relationships.Customers love to deal with people who seem happy and caring. A smile is the first step in creating good customer relations.
b. Well done is better
than well said. (Benjamin Franklin)
Actions are more important than words. Instead of making big promises, businesses should focus on delivering good service. Customers value results more than empty talk.Customers remember good service more than good talk. Always let your work prove your commitment to the customers.
c. One kind word can
warm three winter months. (Japanese)
Kind words create a deep and lasting impression on customers. Even a small gesture of kindness can make them feel valued and happy. Effect of kindness and politeness lasts for a longer time. Kindness builds trust and improves the relationship between customers and businesses and it creates loyal customers.
d. To understand the
man, you must first walk a mile in his moccasin. (Native American)
To serve customers better, you must understand their feelings and needs. Put yourself in their place and think about their problems. When you understand their point of view, you can give better service. Empathy helps in building strong and positive customer relationships.
e. A customer is the
most important visitor on our premises. (Mahatma Gandhi)
A business exists because
of its customers. They are the reason for the business’s success and growth.
Every customer should be treated with respect and care. If customers are happy,
they will keep coming back. Their satisfaction should always be the main focus
of the business.
f. Swallowing your
pride occasionally will never give you indigestion. (Unknown)
Sometimes, admitting your mistake and saying sorry to customers is necessary. Apologizing does not hurt your pride but it helps improve trust. Customers respect businesses that take responsibility for their errors. Being humble shows that you care about their feelings. It helps maintain strong customer relationships.
g. Treat others the
way you want to be treated. (English)
Treating customers kindly and fairly is the golden rule of customer service. Imagine how you would like to be treated if you were in their place. Respect and good service will create happy and loyal customers. This creates a positive and lasting bond. Fair treatment also builds trust in the business. Always aim to leave customers satisfied.
h. To keep a customer
demands as much skill as to win one. (American)
Winning a customer is just the first step; keeping them is harder. Businesses must work consistently to give great service and care. Follow-ups, respect, and meeting their needs are important. Losing a customer can harm the business and its reputation. Always treat every customer like they are special.A lost customer is hard to regain.
i. The reputation of a
thousand years may be undermined by the conduct of one year. (Japanese)
It takes a long time to build a good reputation, but one mistake can ruin it. Businesses must always maintain high standards of service and behavior. Consistency in good service keeps customers loyal and happy. A single bad experience can make customers leave and tell others. Protecting the business's reputation is very important.
j. Kind words can be
short and easy to speak, but their echoes are truly endless. (Mother Teresa)
Saying kind words like “thank you” or “sorry” can make a big difference. They are simple to say but have a lasting effect on customers. Kindness makes customers feel respected and valued. It also creates a positive image for the business. A kind word can win a customer’s heart forever.
k. Seek first to
understand. Then to be understood. (Stephen Covey)
The first step in solving customer problems is to listen carefully. Understanding their needs and feelings shows that you care. Once you know their concerns, you can explain your solution better. Customers value businesses that truly listen to them. Good communication builds trust and ensures better service.
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✽ Real Life Experience ✽
# Building a relationship with customer is very important. In some way or another, we are all customers Now write a paragraph of about 150 words underlining the significance of effective customer relations for a harmonious life.
Building a good
relationship with customers is very important. In some way, we are all
customers in daily life because we buy goods and use services. Good customer
relations are not just important for businesses but also for living peacefully
with others. When businesses treat customers with respect, kindness, and
honesty, it builds trust and happiness. Happy customers stay loyal and support
businesses, which help everyone, grow. Similarly, in our personal lives,
treating others kindly and understanding their needs create harmony. A smile, a
polite word, or admitting mistakes can make a big difference in relationships.
Good customer relations teach us empathy, patience, and fairness. These values
are not only useful in business but also in building a peaceful and caring society.
When we focus on treating people well, it brings happiness to everyone.
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✽✽ Workplace Skills ✽✽
1.
How are employees supposed to spend their time in an office? How do
organizations make it possible for employees to want to do their jobs well?
Employees should use their office time to work hard and
complete tasks responsibly. They should focus on their duties and use time
effectively. Organizations can encourage employees by providing a friendly work
environment, fair salaries, and good training. Recognizing good work and giving
rewards also motivate employees to do their best. Clear communication and
teamwork make them feel valued and happy at work.
2.
Do employees sometimes forget the very purpose for which they are
employed? Why do you think this happens? What could be some reasons for
employees to not be considerate of their customers?
Yes, sometimes employees forget their purpose of serving
customers well. This may happen due to stress, poor training, or lack of
motivation. They might also feel bored or unappreciated at work. Some employees
may not understand the importance of customers for the company. If employees
are rude or careless, it creates a bad image of the organization.
3.
What do customers feel about indifferent and careless employees? Why do
you think it is important for a customer to feel good about an employee they
interact with?
Customers feel upset and unimportant when employees are careless or rude. They expect good behavior and respect from employees. If customers feel good about the employee they interact with, they are likely to return. A polite and helpful employee builds trust and improves the company’s reputation. Happy customers often recommend the business to others, which benefits the company.
4.
How do you think employees and customers can build good relationships
between themselves? How do you think organizations benefit from such
relationships?
Employees and customers can build good relationships through
polite communication, respect, and understanding. Listening to customers’ needs
and solving their problems quickly helps strengthen trust. Organizations
benefit because happy customers keep coming back, which increases profit. A
good relationship also improves the company’s image and attracts new customers.
It creates a positive and supportive environment for everyone.
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✽ Explain Real-life experience :
In a paragraph of 150 words, write about an employee who did
not treat his /her customer well on account of the latter's old age. The
workplace may be any context, not necessarily government offices. Use very
simple language.
An old woman once went to a bakery to buy bread, but the
employee treated her poorly. Instead of helping her find what she needed, he
rudely told her to hurry up and refused to assist her. The woman struggled to
move around because of her old age, but the employee didn’t care or show any
kindness. She left the bakery feeling embarrassed and disrespected. Such
behavior not only hurts the customer but also damages the business's
reputation. If the employee had been polite and helpful, the old woman would have
felt respected and happy. She might have returned to the bakery in the future
or recommended it to others. Elderly customers deserve extra care and patience,
as they often face challenges. This incident teaches us that kindness, respect,
and understanding are very important in any workplace to ensure customer
satisfaction and goodwill.
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