CUSTOMER SERVICE QUALITY

1. CUSTOMER SERVICE
QUALITY
The Customer has never been
more Important

2. Identifying customer condition and establishing
rapport.
Determining customer needs and expectations
Effective communication techniques.
Meeting and exceeding customer needs and
expectations.
Satisfying customers in comfortable and difficult
conditions.
Introduction To Customer Service
Quality

3.  Learn to identify and analyze customer needs and
problems.
 Recognize the most common reasons for customer
complaints.
 Discover techniques to cultivate and maintain special
customer relationships.
 Assess your communication style and use two-way
communication skills to level with people, to accept
feedback from them, and to discuss problems
Key Strategic

4. Customer retention
Upselling opportunities
Lifetime value of a customer
Revenue from the customer base
Importance Of Customer Service

5. Competencies
Customer Service
Customer Sensitivity
Decisiveness
Energy
Flexibility
Follow-up
Impact
Initiative
Integrity
Quality
Communication
Job Knowledge
Judgment
Motivation To Serve
Persuasiveness/Sales
Planning
Resilience
Situation Analysis
Work Standards

6.  Reliability
 Tangibility
 Empathy
 Responsiveness
 Assurance
5 Elements of Quality Service

7. Customer value
Cost
Convenience
Communication
Implementing the ‘4 Cs’

8. Improving the customer experience
Reducing customer effort
 Delivering on the promise( Reducing frustration)
Increasing customer loyalty
By reducing customer effort we Increase customer
loyalty
Customers Needs, Wants & Value

9. Focus on effort to satisfy customer’s needs and
achieve the organization's goal
Built a long term strong relationships with the
customers
Deliver an outstanding service for customers at every
touch point
Customers Needs, Wants & Value

10. Value the Customer Needs
Implement Service Standard
Teach Quality Service Skill
Change Attitude & Behaviors
Product Quality & Price
Select Service Driven Employees
Implement Customer Service Survey
Customer Satisfaction

11. Thanks you
THE END