Customer service is the provision of service
to customers before, during and after a
purchase. Customer service is a series of
activities designed to enhance the level of
customer satisfaction – that is, the feeling
that a product or service has met the
Why do we need to
treat the customers
They are our bread and butter.
They are the reason for my job.
They are the reason the company exists.
Types of Customers
• Customers who do business with your
organization now and in the distant past
and continue to do so on both a regular
and irregular basis.
• A satisfied current customer is not just one
that comes back to do business but one
who is happy to make that choice.
• New Customers:
• Customers who are coming into contact
with your organization for the first or
second time. The concept of “moment of
truth” impacts these customers the most.
• Internal Customers:
• Internal customers are those within the
organization who do the day-to-day
support work within the organization to
ensure external customer expectations are
• Lack of training
• Lack of concern
• Burnt out
• Problems arising due
to incentives &
• CRS not believing in
their own products &
Empowering employee’s means giving them or
someone who manages them the authority to do
whatever it takes to satisfy the customer. Often you
have to trust your employees to make the right
decision without waiting for management to
Excellent customer service is
all about communication.
Demonstrating to our
customers that we are
listening to them and value
their feedback, combined with
the ability to convey clear
messages with warmth and
empathy will enhance our
Communicating with the
Unsatisfied Customer - How many
times have you as a customer run
into the problem of excuses.
There is a problem and the sales
person, technician or customer
service representative is making
lame excuses, namely:
• It is the fault of the computer.
• It is the fault of the other sales
• It is the fault of the chief of the
• It is the fault of the system.
• It is the fault of the Government.
• It is just the way it is
When coming into contact with
a customer, communicating with
him/her, or analyzing problems,
do not forget to use the
following methods or qualities of
the customer service
• Express you are sorry
• Do not argue and do not
• Do not lose your self-control
• Point out facts
• Admit the problem
• Involve the customer in problem solving
• Give the customer a “way back”
• Do not question the customer’s correctness
Take advantage of these tips to help you keep your
customer service staff at the top of their game,
regardless of how challenging the game might
• Hire Wisely
• Create a Standard
• Clear goals
• Involve Employees
• Understand every job
• Empower employees
Customer Retention is the activity that a selling
organization undertakes in order to reduce
customer defections. Successful customer retention
starts with the first contact an organisation has with
a customer and continues throughout the entire
lifetime of a relationship.
Customer satisfaction measures how well a
company's products or services meet or exceed
There are a few major areas in which technology
now is able to help provide key advantages to
businesses in engendering customer loyalty by
improving customer service: