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Ao1b Customer Service
 

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 Ao1b Customer Service Presentation Transcript

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