CUSTOMER SERVICE
 What is customer service?
 Customer service is the series of activities
that attempt to improve customer satisfaction
b...
 Some examples of customer service are:
 Returning damaged goods
 Helping a customer book a flight
 Ordering a new mob...
 Why is customer service so important?
 Helps to sell the product or service
 Good customer service will ensure the cus...
 Be friendly, approachable and polite
 Listen to the customer
 Deal with the complaint as quick as possible
 Always an...
 Body language is very important to the
customer
 Are the staff smiling, do they greet you and
do they make eye contact ...
 Ignoring your customer:
 Chatting with your friends
 Using your phone
 Being rude
 Clueless staff
 Managers that do...
Business studies pfs slide show
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Business studies pfs slide show

  1. 1. CUSTOMER SERVICE
  2. 2.  What is customer service?  Customer service is the series of activities that attempt to improve customer satisfaction before, during and after the sale of a product or service.  It is the way the employee interacts with the customer.
  3. 3.  Some examples of customer service are:  Returning damaged goods  Helping a customer book a flight  Ordering a new mobile phone battery for a customer  Explaining to a customer why the food they have ordered is taking so long  Dealing with the customer complaint  Being kind and helpful with the customer
  4. 4.  Why is customer service so important?  Helps to sell the product or service  Good customer service will ensure the customer wants to return to purchase the product or service  A happy customer will tell 3-5 people about their happy experience, however an unhappy customer will tell 8-10 people about their unhappy experience
  5. 5.  Be friendly, approachable and polite  Listen to the customer  Deal with the complaint as quick as possible  Always answer emails, messages and phone calls  Always thank the customer  Ensure that your staff are well trained and are not lazy  Good body language
  6. 6.  Body language is very important to the customer  Are the staff smiling, do they greet you and do they make eye contact when greeting you?  Are the staff friendly and kind?  Do they chew gum and sigh all the time?  Are they responsive and show a sense of urgency to your request?
  7. 7.  Ignoring your customer:  Chatting with your friends  Using your phone  Being rude  Clueless staff  Managers that don’t speak with the customers  Staff that are difficult to find or contact

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