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BHS-03

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  • 1. Customer Service
  • 2. Agenda • Customer Service • Guidelines to develop Customer Service • Customer feedback • Sample questions to ask customers Trainings by Vidya Bhagwat
  • 3. Customer Service Utilizing effective techniques to help your customers is a vital step in making them repeat customers and long-term clients. Here are a few guidelines on how to develop customer service techniques. Trainings by Vidya Bhagwat
  • 4. Guidelines to develop Customer Service • Know your products • Use positive language • Identify your customers • Delegate if necessary • Listen to the customer • Admit mistakes • Start small when troubleshooting Trainings by Vidya Bhagwat • Maintain professionalism
  • 5. Customer feedback • The more information you have from your customers, the better. Here are six ways to get feedback so you know what customers think of your business. • When you have accurate, balanced and worthwhile information from your customers, you put yourself ahead of your competition in the marketing stakes. Trainings by Vidya Bhagwat
  • 6. Customer feedback Here are 6 ways to get this information: • Ask Them • Be Your Own Customer • Focus Groups • Questionnaires and Surveys • Usage Statistics Trainings by Vidya Bhagwat • Your Front-Line Staff
  • 7. Sample questions to ask customers 1. How long have you used our products/service? 2. Which of our products/services do you use? 3. How frequently do you purchase from us? 4. How would you rate your overall satisfaction with us? 5. How likely is it that you would recommend us to a friend/colleague? Trainings by Vidya Bhagwat And many more………
  • 8. Assignments 1. Why is knowledge of your product important for delivering good customer service? 2. What is the role of the front end staff in delivering good customer service? 3. Make a sample questionnaire for understanding customer satisfaction level of a telecom service. Trainings by Vidya Bhagwat
  • 9. Trainings by Vidya Bhagwat