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Customer Service - Azra Syed

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Key Elements <ul><li>Who is our Customer? </li></ul><ul><li>What is Service? </li></ul><ul><li>Customer Service </li></ul><ul><li>Good Customer Service </li></ul><ul><li>Bad Customer Service </li></ul><ul><li>Kinds of Customer Service </li></ul><ul><li>Ways to keep customer for life </li></ul><ul><li>Conclusion </li></ul>

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<ul><li>A person who purchases goods or services from another </li></ul><ul><li>Someone who pays for goods or services </li></ul><ul><li>The person who interacts with us, not necessarily those who pay but all those whom we serve. </li></ul>Who Is Our Customer?

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C = compares the product U = utilizes the product S = wants services T = follows trend O = may make the product obsolete M = modifies the product E = expresses desire & accordingly does expenditure R = gives quick reaction CUSTOMER

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<ul><li>The performance of any duties or work for another; helpful or professional activity </li></ul><ul><li>Treating Customers with respect individuality& personal attention. </li></ul><ul><li>Putting people behind products & services. </li></ul>What Is Service?

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<ul><li>Customer service is delivering the product in such a way that satisfies the customer's needs . </li></ul><ul><li>Customer service is going above and beyond expectations. </li></ul>Customer Service

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<ul><li>&quot;Customer service is about treating others as you would like to be treated yourself&quot; </li></ul><ul><li>&quot;Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer&quot; </li></ul>

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<ul><li>Satisfying the needs & desire in such a manner that provides a little more of his expectation </li></ul>Good customer service

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<ul><li>Bad Customer Service occurs when the customer actually not get fully satisfied with his needs or expectations </li></ul>Bad Customer Service

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Customer Satisfaction (in percent)

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Different kinds of customer service <ul><li>Home Delivery </li></ul><ul><li>Gift wrap </li></ul><ul><li>Alterations for clothing) </li></ul><ul><li>Trial products (sampling) </li></ul><ul><li>Disabled friendly) </li></ul><ul><li>Money back policy </li></ul><ul><li>Mobile charging </li></ul>

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<ul><li>Extended shopping hours </li></ul><ul><li>Product demonstrations </li></ul><ul><li>Drinking water </li></ul><ul><li>Play area for kids </li></ul><ul><li>Fire extinguishers </li></ul><ul><li>Personal shoppers </li></ul><ul><li>Gift certificates </li></ul><ul><li>Parking </li></ul>

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Ways to keep customer for life <ul><li>In today's fast-changing and competitive environment, excellent customer service is essential for success. Here's how to keep your customers - for life! </li></ul><ul><li>In fact, the only way to differentiate yourself and to become less of a commodity in the marketplace is through good customer service. </li></ul>

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<ul><li>Reward your customers. Send them a gift </li></ul><ul><li>Send thank-you cards. </li></ul><ul><li>Do things for the customer's convenience not yours. </li></ul><ul><li>Determine all the ways you can eliminate the hassle factor. </li></ul><ul><li>Hire mystery shoppers. To really find out how good your customer service is, hire someone to go out and use your service from start to finish. </li></ul>

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<ul><li>Have a great attitude. </li></ul><ul><li>Treat your employees well. If they are treated poorly, there is a good chance your customers will also get poor service. </li></ul><ul><li>Give your customer what they want, when they want it and how they want it. </li></ul>

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Conclusion:- <ul><li>Customer service is more than just smile training - it's about treating people the way they wanted to be treated,&quot; &quot;It's also about giving the client what they want, when they want it and how they want it. It really comes down to the fact that good communication and human relations skills </li></ul>