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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