Customer service is about satisfying and delighting customers through all customer interactions and experiences. It provides a competitive advantage through building loyalty and positive impressions of a company. Good customer service requires interpersonal skills like active listening and problem solving, as well as service standards and convenience. Its benefits include job satisfaction, reputation, and profitability for both customers and the organization.

2. • Minimize risk
• Relieve pain

3. Basis of differentiation
is customer service.

4. Customer Service is everything
and anything that touches a
customer – directly or
indirectly… means servicing
customers and it's so much
more than just solving problems
or addressing complaints.
Customer service is part of a
holistic customer experience
that is capable of providing a
critical competitive advantage
in today's increasingly cluttered
and commoditized marketplace.
-Joseph Jaffe, Founder at Evol8tion

5. a voluntary act the
demonstrates a genuine
desire to satisfy, if not
delight a customer.

6. experience we deliver
to the customer, the
promise we keep to
the customer. It’s
how we make them
feel when they do
business with us.
–Shep Hyken, Customer Service Expert
and New York Times bestselling
Author

7. Who is the Customer?
Any person or organization that
interacts with a company
Individual or
Organizational
External or Internal
Intermediary or Business
Partner

8. “… a situation in which a customer
comes into contact with any aspect
of the company or organization,
however remote or brief, and
thereby has an opportunity to form
an impression.”
—Jan Carlzon
SAS Airlines

10. The real branding is how
you represent the
company.
-Abbygale Arenas-de Leon

11. Benefits of a Memorable Customer Service
Personal and Practical Needs
 Job security
 Work Satisfaction
 Acceptance by Others
 High Esteem
 Time

12. Organizational
Needs
 Sustainable Competitive
Advantage
 Cost Efficient
 Productive Work
Environment
 Reputation
 Profit

15. Represents a customer’s feeling of
attachment to or preference for a
company’s people, products or services.

16. “To increase loyalty, companies must not
“delight” customers by exceeding service
expectations, instead organizations must
satisfactorily solve their service issues.”
-Harvard Business Review

18. Interpersonal Skills
Active Listening
Problem Solving

19. Service Standards
Service Touch Points
Convenience

20. R
E
T
I
E
e l i a b i l i t y
m p a t h y
e a m w o r k
n t e g r i t y
x c e l l e n c e

21. • Conduct a Situation Analysis
• Create a Personal Mission Statement
• Set Individual Objectives
• Develop Strategies
• Evaluate Results

22. C
A
R
E
a p a b l e
g i l e
e l i a b l e
n g a g e d

23. S
P
Ee
D
u r e
r o b l e m - F r e e
a s y
o a b l e

24. "One of the deep secrets of life
is that all that is really worth
doing is what we do for others.“
-Lewis Caroll