It is a presentation given on CUSTOMER SERVICE in every fields.We should follow these things for the satisfaction of a customer and for our business.

2. SUBMITTED BY-:
•VIVEK MOHAPATRA
•TAPAN KUMAR MISHRA
•PRANAY KUMAR PUHAN
•SUMIT PATHAK
•T.SRAVAN
•ANKIT YADAV
SUBMITTED TO-:
Dr. INDU RAMPAL
AMITY UNIVERSITY
NOIDA
AMITY UNIVERSITY

3. QUOTATION ON CUSTOMER SERVICE
BY MAHATMA GANDHI
DEFINITION OF CUSTOMER SERVICE
PERCEPTION OF CUSTOMER SERVICE
MANAGING CUSTOMER PERCEPTION
CUSTOMER SERVICE GAP
GOOD CUSTOMER SERVICE
PRINCIPLES OF CUSTOMER SERVICE
CUSTOMER DESIRE
 10 RULES OF EFFECTIVE CUSTOMER SERVICE
RESEARCH
DO’S & DON’T’S-WHILE INTERACTING CUSTOMERS

5.  Customer service is the act of taking care of
the customer needs by providing and delivering
professional ,helpful , high quality service and
assistance before , during and after the
customer’s requirements are met.

6. Core product
Service product
Service environment
Service delivery

7. To ensure that the customer perceives their service to be good,
an organization has to take care of the following -:
Consistency
Pro-active
Care and courtesy
Take feedback

8. EXPECTED SERVICE
PERCEIVED SERVICE
CUSTOMER SERVIVE GAP

9. Good customer service means :
Providing a quality product or services
Better Teamwork
Satisfying the needs and wants of a customer
Good customer service results in :
Continued success
Increased profit
Higher job satisfaction
Improve company or organization moral
Market expansion of services and products

10. Principles
of
Customer
service
First
impressio
n
Effective
communic
ation
Mission
statement
Products
and
service
offer
Customer
service
policies
Meeting
customer
needs
Teamwork

11. i. FRIENDLINESS
ii. EMPATHY
iii. FAIRNESS
iv. PARTICIPATION
v. ALTERNATIVES
vi. INFORMATION

12. 1. Commit to Quality service
2. Know your products
3. Know your customer
4. Treat people with courtesy and respect
5. Never argue with a customer
Contd…

13. 6. Don’t leave customer hanging
7. Always provide what you promise
8. Assume that customers are telling the truth
9. Focus on making customers , not making sales
10. Make it easy to buy

14. i. Average Indian businesses loses 15% of their customer base
each year.
ii. 68% of customer who stop buying from one business and go
to another because of high indifference in services.
iii. 82% of customers go somewhere because of some customer
service issues.
iv. If You can prevent 5% of your customer from leaving you can
increase your bottom line profit by 25-95%.

15. 1.Do’s -:
 Listen carefully
 Take notes
 Obtain permission to interact
 Positive body language ,eye contact, attentive posture , mirroring the
customer
2.Don’ts -:
 Do not interrupt the customer
 Do not finish sentences for the customer
 Do not engage with more than one customer at a time
 Do not keep thinking of what to say next