The document discusses providing excellent customer service. It emphasizes that customer service involves satisfying customers not just before and during purchases, but also after, with the goal of building customer loyalty rather than just satisfaction. It suggests understanding customer expectations, exceeding them through over-delivery and consistency, and learning about customers' interests through questions and feedback in order to provide unique, prompt responses to their needs and avoid mistakes. Building relationships with customers through attention to details, appropriate humor, and making customers feel important is key.

1. CUSTOMER SERVICE:
GOING BEYOND
SATISFACTION
PRESENTED BY:
AFRIN FARHAD
DRISHTY

2. CUSTOMER SERVICE
Customer service is the act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality service and
assistance before, during, and after the customer's requirements are
met.
• Service is actually sold
• Internal and External Customers Building
• Using Specific Ideas & Strategies
• Our goal has to be customer loyalty, not only satisfaction
• Its easy to get a customer, but to keep one is hard
• Be customers focused, not operations focused
• Before, during and after a purchase
• Value is remembered long after price if forgotten

3. OBSERVING CUSTOMER’S WANTS
92%
76%
74%
72%
63%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Getting treated with
Dignity
Getting Assured that the
problems will not repeat
An Explanation A Thank You An Appology
CUSTOMERS WANT:
Forrester's Top 10 Customer Service Trends for 2016

4. FOR BETTER CUSTOMER SERVICE
EXCEED
EXPECTATION
• UNDERSTAND
THEIR
EXPECTATIONS
• UNDERPROMISE
• OVER DELIVERY
• BE CONSISTENT
SERVE PROPERLY
• NOT PROCESSED
• SERVE AS
MEMBERS
• BE CAREFUL WITH
LANGUAGE & TONE
• OPEN UP THEIR
MINDS
• POOR SERVICE
INDICATES BAD
MANAGEMENT
LEARN, BE
PASSIONATE
• KNOW MORE
ABOUT PRODUCTS
• X RAY
• DO SMALL
SURVEYS
• THINK LIKE A
CUSTOMER

5. FOR BETTER CUSTOMER SERVICE
UNIQUE SERVICE
• SERVICES
CANNOT BE
COPIED
• APPRECIATE &
APOLOGIZE
WHEN NEEDED
• SOLVE
PROBLEMS
RESPONSE IN A
BETTER WAY
• EMAILS, CALLS
• RESPONSE TIME
SHOULD BE
LESS
• ATTITUDE IS
CONTAGIOUS
• PROFITS ARE
RESULTS OF
HAPPY
CUSTOMERS
AVOID MISTAKES
• PEOPLE
SPREAD BAD
THINGS MORE
THAN THEY
SPREAD GOOD
THINGS
• FIX THEM ONCE
MADE
• APOLOGIZE

6. FOR BETTER CUSTOMER SERVICE
RELATIONSHIP
• PAY ATTENTION TO
DETAILS
• ASK NAME,
ENQUIRE
• CUSTOMERS LOVE
GETTING
IMPORTANCE
• USE APPROPRIATE
HUMOUR
• DISCUSS ABOUT
THEIR INTERESTS
ASK QUESTIONS
• SEE IF THEY NEED
HELP
• OFFER
ASSISTANCE
BEFORE GETTING
ASKED
• TAKE FEEDBACKS
MOMENT OF MAGIC
• AVOID MOMENT OF
MISERY
• WORK A LITTLE BIT
HARDER
• DO BETTER THAN
RIGHT/
INDIFFERENT
SITUATION
• SATISFACTORY &
LOYAL SERVICE
ARE DIFFERENT

7. FOR BETTER CUSTOMER SERVICE
CUSTOMERS
PERCEPTIONS
• FIRST IMPRESSION IS
IMPORTANT
• PERCEPTION IS REALITY
• THINGS SHOULD BE
GOOD IN THEIR EYES &
EARS

8. FOR BETTER CUSTOMER SERVICE
HIRE SMART,
LIKEABLE
PEOPLE
TRAIN THE
EMPLOYEES
CURVE
HAPPY
ASPIRE
HIGH, RAISE
THE BAR UP
INVOLVE &
IMPROVE

9. WAYS OF REMARKABLE
COMMUNICATION
Understand in a Very Deep Manner
Learn Communication from Your Core/Insight
Understand the Difference Between Right &
Effective

10. WAYS OF REMARKABLE
COMMUNICATION
Be Future Focused
Be Positive As Opposed To Negative
Ask Better Questions

11. IMPLEMENTATION AT KAZI IT

12. WHERE SHOULD I CLARIFY?

13. FOR YOUR TIME AND PATIENCE