Customer Service


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Customer Service

  1. 1.  Definition and Essence Possible Outcomes and Flow of Customer Service Customer Loyalty vs. Customer Satisfaction Customer Service Training Situational Service Phraseology Rule of Customer Service
  2. 2.  Comes from 2 words:Customer – one who buyssomething.Service – working for, with,and in behalf of people. What is Customer Service?
  3. 3.  Any contact between a customer and a company. Very subjective and exists only in the eyes of the beholder whenever there is customer contact or “moment of truth”.
  4. 4. “To know me is to love me” – customer loyalty develops as customers feel a connection with a company.
  5. 5. 1. Negative2. Positive
  6. 6. Marketing events operationsCustomerclassifica- tion Positive outcome Negative outcome
  7. 7.  Customer Loyalty › Very important and more important than customer satisfaction › Develops when customers get involved with the company above normal transactions through:
  8. 8. › showing extraordinary effort› making care for customers recognizable› providing individual service
  9. 9.  Forgive and understandminor problems Are not price sensitive Will help the business sellwith word-of-mouth way Will not jump at the next“pretty face”
  10. 10.  Will continue doing business until something better comes along No personal interaction Sees business as impersonal, only doing business with a company, not with a person
  11. 11.  Is the most costly and effective way to build customer loyalty. Whether or not training has taken place, it will be evident through services. Customer service training is either: › An investment › An expense
  12. 12. 1. Basic training – enables employees to adequately know their products, systems and procedures.1. Competitive edge training – expensive but definitely increases the level of training.
  13. 13. *Additional: Set standards for our employees thatwill make them have the potential to becompetitive. Ensure that “soft skills” are taughtincluding attitude.
  14. 14. SITUATION COMMON SERVICE PHRASEOLOGY PHRASEOLOGYThe customer has a What seems to be Please tell me whatproblem or the problem? happened.complaint.A customer is You have to wait 20 Your table will belooking for a seat at minutes for a table. ready in 20 minutes.a restaurant.An employee must One moment, One moment,leave a customer for please. please. I will…a short time.A telephone Hold on, please. May I put you onoperator is putting a hold?caller on hold.
  15. 15. *cynic: someone that has a negative attitude towards many issues.1. Always assume your customers are truthful. › It is attitude and trust towards the customer that is important.
  16. 16. By assuming the above rule… interrogation is eliminated, process is simplified, and your customer goes away satisfied. Management and employee’s stress caused by confrontation is also eliminated.