customer service of business

1. CUSTOMER SERVICE
PRESENTED BY:
PRAJWAL PATWARI A

2. DEFINITION
• Customer service is the support you offer your customers — both before and after
they buy and use your products or services — that helps them have an easy,
enjoyable experience with your brand. But customer service is more than solving
a customer’s problems and closing tickets. Today, customer service means
delivering proactive and immediate support to customers anytime on the channel
of their choice — phone, email, text, chat, and more.
• Customer service is so important that it is now considered a strategic function for
organizations across industries.

3. WHY IS CUSTOMER RETENTION IMPORTANT?
• In one word: retention. Happier customers are more likely to continue doing business with you.
This helps your bottom line. It’s less expensive to keep current customers than to attract new
ones.
• Customer service is also a differentiator that sets your brand apart from competitors that offer
similar products or services. Service teams not only answer questions; they make each
experience personalized to the customer. In fact, 80% of customers say that the experience a
company provides is as important as its products or services.
• Meanwhile, frustrating customer experiences contribute to churn. Eighty percent of shoppers
will abandon a retailer after three bad experiences, for example. Great customer service is
important for your brand reputation, too. After all, customers are quick to share negative
experiences with the masses online.

4. PILLARS OF CUSTOMER SERVICE
• CONNECT CUSTOMER SERVICE TO THE BROADER ORGANIZATION
• The key is to connect service to your customer relationship management (CRM)
system. This will give you a complete view of a customer’s interactions with your
company. When a customer reaches out, the agent has all relevant data on a
single screen — demographics, order history, preferences, and more — so they
know how to help. And they will know who to pull in from another department to
help resolve the issue, if need be.

5. • OFFER SUPPORT ON EVERY CHANNEL
Today, great customer service happens everywhere — email, social media, text, and, of course, the
phone. No matter the channel, customers want fast, convenient, and high-quality support
• STRIKE THE PERFECT BALANCE BETWEEN QUALITY AND SPEED
Sixty-three percent of agents say it’s difficult to balance speed and quality. Omni-channel routing
directs cases to the right agent and gives managers a birds eye view of contact. This ensures that
agents are on the right cases based on their skills and availability.
Another way to help agents meet expectations for fast support is through automation. Automated
workflows guide agents through the steps to complete an action. You can repurpose these workflows
on your self-service channels to help customers complete a process on their own, too. For example,
you can walk a customer through the steps to initiate a return.
• TRAIN AGENTS ON SOFT AND HARD SKILLS
1)Interpersonal skills: At the end of the day it’s how you make people feel that matters the most. Teach
agents the basics of communication, including listening, positive language, persuasion, and empathy.
Express the importance of putting yourself in the customer’s shoes.
2)Product knowledge: Update all employees on any new releases or updates. Encourage agents to
study company protocols, products, and services. Provide opportunities to shadow and collaborate with
experts to improve their product knowledge.

6. 3)Technical expertise: Ensure your technology is intuitive for agents. Train them on the latest features and
functions. Ask agents for their feedback so that you can improve the experience for every employee.
• TURN CUSTOMER SERVICE INTO A REVENUE DRIVER
Once the agent solves the issue at hand, they can take the relationship further by upselling and cross-selling.
AI can help: It analyzes the customer’s data — such as past orders and likelihood to buy — to recommend
relevant products or services to the customer.
Even though the definition of customer service has changed over time, the sentiment remains the same: It’s
the magic behind customer loyalty. Your service team understands the customer in a way that no other
department can. They have the power to make customers feel special and understood while meeting their
expectations. That’s a win for your team and your entire organization.

7. THANK YOU