Customer Service - presentationPresentation Transcript
What’s customer service. 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.
When it’s used. Assistance in planning Installation Training Troubleshooting Maintenance Upgrading Sales process … Or everything else
What customer representatives do. Listen and respond to customers’ needs and concerns Provide information about products and services Review or make changes to customer accounts Handle complaints Take insights about customers Research answers or solutions as needed
Why (great) customer service is important. Increases sales Increases public image and reputation Survival in terms of competition Satisfied customers Return business, more business, new business Repeat business and customer loyalty