4. Customer Service Scope
• The product or service being delivered
• The reputation of the organization delivering
the service/ product
• The individuals delivering the service
• The customer perception of the service
• Customer increase and retention
5. Why we lose customers: General
drivers
Customer dies 1%
Customer moves away 3%
Influenced by friends /public opinion 5%
Attracted by competition 9%
Dissatisfied with service/or product 14%
Put off by bad attitude and service 68%
6. As if that wasn’t enough
• It costs between 5 and 6 times more to attract a new
customer than to keep an existing one
• Companies can boost profits by 25%-125% by retaining
merely 5% more existing customers
• A 2% increase in customer retention has same impact
as cutting costs by 10%
• Happy customers tell 4-5 others; Dissatisfied customers
tell 9-12
7. “If you don’t care for
your customer,
somebody else will!!!”
10. How you treatthe people who
supportyour company i.e. paying or
internal staff
11. Types of Customers
1. Internal Customer:
• Colleagues/Departments within the organization who require a
service from us
• Suppliers/partners who enable us to provide products and
services to our external customers
2. External Customer:
• Individuals or corporate organizations
List your internal and external customers. Be specific.
12. Customer Needs
1. Functional Needs
2. Emotional Needs
One MUST meet both types of
needs CONSISTENTLY in order to develop
LOYAL customers!
13. Customer Service Transactions
A customer service transaction is a single exchange of information,
product or service between a customer and a service deliverer.”
Examples:
• Request of information
• Buy a product or service
• Log a complaint
• Scheduling a meeting or an appointment
• Open an account
• Signing an agreement
14. Emotional Needs
• Customers want to feel good about the way you treat
them
– Acknowledging them, welcoming them, providing them with
accurate information
• They want any issues/mistakes sorted our quickly
• They don’t want to feel ignored or embarrassed or as if
they are an interruption to you
• They want to feel valued, respected, important,
understood, cared about e.g. by being involved in
processes and decisions that affect them
16. Delivering Excellence
Service Oriented
Staff
Customer Friendly
Processes
Easy to Do
Business With
Loyalty &
Profit
High Quality
Services
Developing and Sustaining a Reputation for Service Excellence
Service
Excellence
17. Attributes of Customer Service
Champions
• Motivated by a passion to serve and help
others
• Flexible: able to rise above the negative
situations
• Energy & enthusiasm
18. Attributes of Customer Service
Champions
• 3Ps : Pleasant, professional & positive
• Ownership: Take personal ownership of
customer concerns and positively
working to solve them
