• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Customer Service - presentation
 

Customer Service - presentation

on

  • 256 views

 

Statistics

Views

Total Views
256
Views on SlideShare
256
Embed Views
0

Actions

Likes
0
Downloads
0
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Customer Service - presentation Customer Service - presentation Presentation Transcript

    • Customer Service
    • 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
    • Evaluating customer service. Customer Satisfaction Survey - CSS
    • Net Promoter Score - NPS
    • First Contact Resolution - FCR Reduce operating cost Improve customer satisfaction Increase opportunities to sell Improve employee satisfaction Reduce customers at risk Identify customer contact trends and fix issues quickly Uncover true call reason and type to inform improvement campaigns
    • Example of CSS questions
    • Statistics.
    • Examples of great customer service Amazon (playstation) Marriott (laptop) Apple (ipad2)
    • Opportunities from customer service Account management Support Sales Customer service team management Customer experience department Customer operations department Marketing department
    • Multumesc. Ildiko Csiki