Ao1b Customer Service

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  • All businesses need customers to buy their products and services so that they can make a profit. Businesses aim to look after customers by treating them well and meeting their needs.   Businesses need to recognise:   The benefits of having satisfied customers – they will come back again (repeat business/loyalty); they will tell their friends and family about the place (reputation); etc.   The costs of having dissatisfied customers – they will not return and they will tell their friends of the poor service/goods and they might then not return.
  • Ao1b Customer Service

    1. 1. What is Customer Service?
    2. 2. Customer Service A Definition <ul><li>Customer service is meeting the </li></ul><ul><li>needs and expectations of the </li></ul><ul><li>customer </li></ul>
    3. 3. Initial Impressions <ul><li>Good </li></ul><ul><li>Bad </li></ul>
    4. 4. Customer Care <ul><li>Applying Customer Service </li></ul><ul><li>Customer Care Programmes </li></ul>
    5. 5. Customer Service at Work <ul><li>Who gives customer service? </li></ul><ul><li>Name some job roles… </li></ul>
    6. 6. Customer Needs <ul><li>Making a purchase </li></ul><ul><li>The need for information </li></ul><ul><li>The need for help </li></ul><ul><li>The need for care </li></ul><ul><li>The need to complain </li></ul><ul><li>Refunds/Replacements </li></ul>
    7. 7. Customer Types <ul><li>1.    The Enquirer </li></ul><ul><li>2.    The Complainer </li></ul><ul><li>3.     The Child </li></ul><ul><li>4.     Special Needs </li></ul>
    8. 8. Communicating With Customers <ul><li>Verbal </li></ul><ul><li>Non-verbal </li></ul><ul><li>Written </li></ul>
    9. 9. Monitoring Success of Customer Service Why is good service so important?
    10. 10. Major reasons for customers not staying with a business <ul><li>Die 1% </li></ul><ul><li>Move away 3% </li></ul><ul><li>Influenced by friends opinions 5% </li></ul><ul><li>Lured away by competition 9% </li></ul><ul><li>Dissatisfied by product/service 14% </li></ul><ul><li>Dissatisfied with the attitude of a company employee 68% </li></ul>
    11. 11. Success Factors <ul><li>How will we know that we are succeeding – or failing? </li></ul>
    12. 12. Positive signs: <ul><li>    Increase in customer enquires </li></ul><ul><li>    Increase in people buying products </li></ul><ul><li>    Repeat business </li></ul><ul><li>    Increase in sales figures </li></ul><ul><li>    Reduction in complaints </li></ul>
    13. 13. Negative signs: <ul><li>    Increase in complaints </li></ul><ul><li>    Increase in products being returned </li></ul><ul><li>    Reduction in customers </li></ul><ul><li>    Reduction in sales figures </li></ul>

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