Customer service

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Servicing customer to enhance sales.....the other way

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Customer service

  1. 1. Customer Service - Overview
  2. 2. Sales & Customer Service are equally important…
  3. 3. Customer Retention Customer Loyalty Future Cross – Selling / Up-selling opportunity New Business at Lower cost Referrals Customer Service is a part of Sales Process and it impacts profitability.. Profitability
  4. 4. “ It’s 5 times easier to source referral business through an existing client than a new prospective customer”
  5. 5. “ It’s the difference YOU Make that makes the DIFFERENCE between you and others”
  6. 6. <ul><li>C ontact client once the disbursement </li></ul><ul><li>has happened to ensure they understand and </li></ul><ul><li>appreciate documentation sent to them </li></ul><ul><li>C all the client near review appointment </li></ul><ul><li>date to confirm future meeting </li></ul><ul><li>T ell them how their policy is performing </li></ul><ul><li>K eep in contact – regular & Ad Hoc </li></ul><ul><li>G ive priority to any complaints </li></ul>Helping customers and being in touch will make a difference to them and to YOU…..
  7. 7. What does Good Service look like? “ Good service is doing MORE than what is EXPECTED “
  8. 8. MUMBAI STAKES 1 st Place - 25,000 Rupees 2 nd Place - 5,000 Rupees 3 rd Place - 1,000 Rupees Imagine the difference between 1 st and 3 rd Prize ….. 25 Times
  9. 9. What Made The Difference?
  10. 10. “ We never forget YOU have a choice” “ The World’s Favourite Airline” Even the Best in Business knows how important it is to retain customers …..
  11. 11. <ul><li>Customer Grievances are often </li></ul><ul><li>genuine </li></ul><ul><li>Customer has a RIGHT to information </li></ul><ul><li>Happy Customer is a potential buyer </li></ul><ul><li>Customer knows the Brand and </li></ul><ul><li>experienced a transaction – hence </li></ul><ul><li>effort & time required to sale is less </li></ul><ul><li>Being in touch solves a lot of problems </li></ul>And we need to get our Basics right to be the best in Customer Service……
  12. 12. Quality Customer Service creates WIN WIN for both you and the Customer ….. Value for Money Great Experience Peace of Mind Correct Information More referrals Ease of Selling More opportunity More Sales More Incentives WIN WIN
  13. 13. Lead the way To MAKE A DIFFERENCE

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