ITFT-Customer Service

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ITFT-Customer Service

  1. 1. 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 customer expectation.
  2. 2. Why do we need to treat the customers well? They are our bread and butter. They are the reason for my job. They are the reason the company exists.
  3. 3. Types of Customers •Current 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 met.
  4. 4. CUSTOMER SERVICE CHALLENGES • Lack of training • Lack of concern • Burnt out • Problems arising due to incentives & Bonus • CRS not believing in their own products & services
  5. 5. EMPOWERMENT 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 provide approval.
  6. 6. Communications in Customer Service 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 customers’ experience
  7. 7. 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 clerk. • It is the fault of the chief of the department. • It is the fault of the system. • It is the fault of the Government. • It is just the way it is
  8. 8. 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 professional: • Listen • Express you are sorry • Do not argue and do not interrupt • Do not lose your self-control • Point out facts
  9. 9. • Admit the problem • Involve the customer in problem solving • Follow-up • Give the customer a “way back” • Do not question the customer’s correctness
  10. 10. MOTIVATION 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 become. • Hire Wisely • Create a Standard
  11. 11. • Training • Build a Team • Offer Rewards
  12. 12. LEADERSHIP IN CUSTOMER SERVICE • Clear goals • Involve Employees • Understand every job • Empower employees
  13. 13. CUSTOMER RETENTION 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.
  14. 14. CUSTOMER SATISFACTION Customer satisfaction measures how well a company's products or services meet or exceed customer expectations.
  15. 15. CUSTOMER SERVICE TECHNOLOGY 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: • Websites • Email • Communication • Software
  16. 16. Thank you

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