3. Agenda
Meaning of Customer Service.
10 Reasons why Customer Service is so Important.
Understanding Customer Experience.
What is Customer Satisfaction.
Understanding Customer Satisfaction.
Reasons why Customer Service is so rare.
4. Customer Service is the act of taking care of the Customer’s need by providing
and delivering professional, helpful, high quality services and assistance before,
during and after customer's requirements are met.
5. Reasons why Customer Service is so
Important
Customer retention is far less expensive than customer acquisition.
Existing customers are more likely to buy from you than new customers.
Great Customer service results in a reduction of over all problems.
Excellent Customer service improves public persona and strengthens your
brand.
You are more likely to retain your customers for long.
Word-of-mouth advertising is the best kind of advertising that money can’t
buy.
Great customer service opens door for new partnerships and other
opportunities'.
6. Reasons why Customer Service is
so Important
Word-of-mouth advertising is the best kind of advertising that money can’t
buy.
Great customer service opens door for new partnerships and other
opportunities'.
It elongates the life of any business.
It conveys strong moral values and beliefs in the company’s mission.
7. Customer Experience encompasses every aspect of a company’s offering, the
quality of customer care – of course, but also advertising, packaging, product and
service features, ease of use and reliability.
https://www.youtube.com/watch?v=vjSenw6PgrM
8. Customer satisfaction is a marketing term that measures how products or
services supplied by a company meet or surpass customer’s expectation.
9. Understanding what customers require and expect.
Determining quality in comparison to competitors.
Developing services and products.
Examining trends and acting upon findings.
10. Why is Customer Service so rare -
Employees don’t know the basics of what it takes to create and keep
customers.
The “Moments of Truth”, those crucial points of the customer contact that
can make or break a business, are not being properly identified and
managed.
The Reward System, Excellent Customer Service is rare because most
managers fail to reward workers for giving excellent Customer Service.
11. Tips for Excellent Customer
Service -
Smile when greeting a customer in person and on the phone.
Be proactive and ask how you may be of service.
Stay visible and available, but don’t hover.
Never judge a book by its cover – all customers deserve attention regardless of
their age and appearance.
Leave food and beverages in the break room.
Learn to read body language to see if a customer could use some help.
Make any personal calls when you are on break.
Don’t let chatty customers monopolize your time if others are waiting.
Never discuss customers in front of other customers.
https://www.youtube.com/watch?v=T20hV4ynU7o
12. What will you Stop, Start and Continue doing at your workplace.
