Getting and keeping customers is critical for the survival and thriving of every business. There are some deliberate actions every serious business should take to ensure that they retain customers.

1. HOW TO KEEP YOUR CUSTOMERS COMING BACK
Nwakerendu Ike

2. OBJECTIVES
• To understand customers’ position in the business
• To learn how to identify customers’ expectations and how they view
themselves.
• To learn the attitude of a customer service personnel
• To learn what makes your customer come back again and again

3. OUTLINE
• Introduction
• The customer keeps the business
• What customers expect from the business
• Serve like a good customer service personnel
• Why your customer will return over and over again

4. Introduction
The desire of every business is to build a customer base of people who
continually patronise them and maintain loyalty with their products and
services.
Achieving this desire may take some time and consistency of certain
practices.
Every Business to Business and Business to Customer entity needs to
ensure that such necessary practices become their values overtime. This
would enable them create trust and build the desired customers for the
success of their business.

5. The Customer Keeps the Business
Business is built to meet the customer’s
need and make profit in the process
Business or product promotion focuses on
benefits to the customer
Customers’ patronage ensures revenue for
the business.
Profit becomes the benefit of prudent
management of revenue

6. What Customers Expect From the Business
To be treated as a stakeholder
Timely response to requests
Complete response to requests
Courteous service
Respectful service
Solve their problem

7. A Good Customer Service Personnel
Patient
Courteous
Respectful
Positive Attitude
Assertive
Good communication skills

8. Why The Customer Will Return
Emotional attachment to product or brand
Considers service received as exceptional
Issues that may arise are promptly and efficiently
resolved
Customer’s real needs are being met
Customer has become a participant in the organisation’s
vision and mission
Customer now refers people to the organization

9. Getting the customer to return over and over again requires more than
offering quality service
It requires offering quality service that is tailored as the solution to the
customer’s problem.
Continuing to identify customer’s needs and evolving solutions that meet
those needs are keys to keeping the customer returning again and again.
CONCLUSION

10. THANK YOU