CS WEEK.pptx
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The document discusses the importance of customer service. It notes that 68% of customers are lost due to bad attitudes and service, while keeping existing customers costs 5-6 times less than acquiring new ones. It defines internal and external customers and their functional and emotional needs. Key aspects of good customer service are motivated employees, flexible processes, quality services, and developing a reputation for excellence. Customer expectations include promptness, competence, respect, satisfaction, and addressing all problems.
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The document provides an overview of a customer service training module from Green Wind Solutions. The training aims to help participants understand different types of customers, identify important customer service qualities, and learn how to create positive customer experiences. It discusses internal and external customers, key service attributes like accuracy and friendliness, and emphasizes the importance of proactive rather than reactive customer service. The summary also highlights how customer service is largely dependent on attitude and the importance of using caring, assertive communication with customers.
Managing Customer Expectations
This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
2) There are two key elements to meeting expectations - the technical element of the product/service working properly, and the human element of how customers feel they are treated during the process.
3) Managing expectations at different stages - learn expectations prior to purchase, communicate expectations during service, and follow-up after to ensure expectations were met. Influencing expectations involves establishing trust and communicating the benefits of realistic expectations.
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The document discusses key aspects of providing quality customer service, including recognizing that customer service is dependent on individual behavior and developing problem-solving skills. It defines customers as both internal and external and explains that customers determine quality and are the reason for employment. Customers have expectations regarding respect, having their needs met, and satisfaction that come from past experiences. Quality customer service means meeting and exceeding customer expectations through principles like resolving issues quickly and exceeding expectations.
General customer service workshop slides
The document discusses key aspects of providing quality customer service, including recognizing that customer service is dependent on individual behavior and developing problem-solving skills. It defines customers as both internal and external and notes they expect their needs to be understood, met, and for them to feel important. Quality customer service means meeting and exceeding customer expectations through principles like resolving issues quickly and getting it right the first time. The document stresses that good customer service is a philosophy, not just a policy, and means exceeding customer expectations through responsiveness, reliability, respect, and reward.
CUSTOMER CARE EYE SIGHT
This document discusses customer care and service. It defines internal and external customers, their key differences and importance. Internal customers are co-workers and collaborators, while external customers pay bills and can choose alternatives. Both are important. The document also discusses customers' expectations of service, why customers quit businesses, how to delight customers through priorities, respect and exceeding expectations, and building lifelong loyalty through quality service and care.
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The document provides an overview of a customer service training module from Green Wind Solutions. The training aims to help participants understand different types of customers, identify important customer service qualities, and learn how to create positive customer experiences. It discusses internal and external customers, key service attributes like accuracy and friendliness, and emphasizes the importance of proactive rather than reactive customer service. The summary also highlights how customer service is largely dependent on attitude and the importance of using caring, assertive communication with customers.
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This document provides an overview of managing customer expectations. It discusses:
1) Identifying customer expectations, which are their vision of future service and can change over time based on experiences. Customers generally expect competent, efficient service; anticipation of their needs; and explanations in terms they understand.
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The document discusses key aspects of providing quality customer service, including recognizing that customer service is dependent on individual behavior and developing problem-solving skills. It defines customers as both internal and external and notes they expect their needs to be understood, met, and for them to feel important. Quality customer service means meeting and exceeding customer expectations through principles like resolving issues quickly and getting it right the first time. The document stresses that good customer service is a philosophy, not just a policy, and means exceeding customer expectations through responsiveness, reliability, respect, and reward.
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This document discusses customer care and service. It defines internal and external customers, their key differences and importance. Internal customers are co-workers and collaborators, while external customers pay bills and can choose alternatives. Both are important. The document also discusses customers' expectations of service, why customers quit businesses, how to delight customers through priorities, respect and exceeding expectations, and building lifelong loyalty through quality service and care.
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Presentation on Customer Service and Support.
This document provides information about keys to a successful day when working in customer service, including turning devices to vibrate, limiting sidebar conversations, and having fun. It defines customer service and exceptional customer service, noting it involves going above expectations to make customers feel understood. Customer satisfaction involves customer service, experience, loyalty and quality. Customers can be external or internal. Exceptional customer service characteristics include being a team player, accountable, respectful, and having a positive attitude and problem-solving skills. Providing knowledge, support, and creating memorable experiences through greeting customers and building rapport are also discussed. The document covers expectations of customers versus counselors and dealing with bias and difficult customers in a polite, solution-focused manner without taking issues
CUSTOMER CARE .pptx
Understand the importance of the provision of good customer service
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CSE_Workshop Training 3rd Jan 2024.pptx
The document provides guidance on keys to successful customer service. It begins with tips for the day such as silencing electronic devices and limiting sidebar conversations. It then defines customer service and emphasizes the importance of going above and beyond customer expectations through active listening, sharing knowledge, and making the experience enjoyable. The document outlines who internal and external customers are and characteristics of exceptional customer service like being a team player and having a positive attitude. It stresses understanding products and policies to address customer needs and concerns. Finally, it discusses building rapport, dealing with difficult customers, and maintaining professionalism in all customer interactions.
Services marketing
This document discusses key aspects of services marketing. It defines what a service is, noting that services are intangible, perishable, and require simultaneous production and consumption. It also outlines several challenges of services marketing, such as differentiation, the intangible nature of services, the importance of building trust, and the difficulty of proactively generating leads. Additionally, the document introduces the services marketing triangle framework, which illustrates the interactions between a company's internal marketing to employees, external marketing to customers, and the interactive marketing that occurs when employees deliver the service to customers.
Customer Service Development Programs by CBL Global
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
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The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
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This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
Customer satisfaction
1) Customers are defined as those who use, purchase, or influence a product or service. Customer satisfaction is influenced by perceptions of quality, features, customer service, price, reputation, and warranty.
2) There are different types of customers - loyal, discount, impulsive, need-based, wandering - each with different profitability and needs. Customer service aims to retain customers by understanding complaints and finding solutions.
3) Kano model classifies customer requirements into basic attributes that cause dissatisfaction if absent, satisfiers that increase satisfaction based on performance, and delighters that are unexpected and enhance satisfaction.
Customer service pp
This document discusses customer service and what customers want from service providers. It defines internal and external customers and emphasizes that customers are the most important part of any business. The document outlines customers' expectations such as being treated with courtesy and respect. It also discusses the concepts of service quality, value, and the five dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy.
Customer Service Training ppt
This document provides an overview of customer service best practices. It begins with keys to a successful day, such as limiting distractions and sharing knowledge. It then defines customer service and what makes service exceptional or poor. Customer satisfaction is described as a compilation of various factors. Different types of customers are identified, both external and internal. Characteristics of exceptional customer service are listed, including being a team player, accountable, respectful, and solving problems. The importance of knowledge, support, and creating memorable experiences is discussed. Relationship building, meeting expectations, and dealing with bias and difficult situations/customers are also covered. The document concludes by listing presenters' contact information.
Customer
The document defines customers as people who need a company's products, assistance, or services. It notes that customers can be new, existing, or lost. Maintaining existing customers is important as they spend more, cost less to retain, and boost profits when retained. While some customers leave due to external factors, most quit due to indifferent attitudes of staff. The key belief discussed is that customers are the primary reason companies exist, not a distraction, and keeping employees happy helps make customers happy as well.
ITFT-Customer Service
Customer service involves activities designed to enhance customer satisfaction by meeting customer expectations before, during, and after purchases. Good customer service is important because customers are crucial to a company's success and survival. There are three main types of customers - current customers who continue to do business, new customers experiencing a company for the first time, and internal customers within an organization. Providing good customer service can be challenging if a company lacks training, concern for customers, or overworks employees. Empowering employees to satisfy customers without management approval is important. Excellent communication, including listening to customers and conveying empathy, enhances the customer experience.
About Good Customer Service
The document discusses the importance of customer service and customer delight. It defines internal and external customers and explains concepts like the moment of truth and service-profit chain. Good customer service means meeting customer expectations while excellent service exceeds them. Complaint handling, different customer types, and tips for good service are also covered. The key objectives are to understand customers, create customer delight, and demonstrate good customer service skills.
Customer Service Skills - Retail
This document provides guidance on building strong customer service. It discusses the importance of understanding customers, both internal and external. Effective communication is key, including active listening and adapting to different communication styles. When handling complaints, acknowledge the problem and focus on solutions. Continuously work to improve customer service through reviews and customer feedback. The overall message is that outstanding customer service requires maintaining positive attitudes, communicating well, resolving issues, and making continuous improvements.
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This document discusses the importance of good customer service. It defines internal and external customers and the "moment of truth" when customers form impressions of a company. Treating customers with respect is important, as is exceeding their expectations to provide "customer delight." When complaints do occur, they should be handled by listening to the customer, apologizing, and resolving the issue. The document provides tips for good customer service, such as smiling, greeting customers, and making them feel important. Overall, the key is understanding customers' needs and providing a positive experience every time they interact with the company.
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The document discusses the importance of exceptional customer service. It notes that 74% of customers stop doing business with a company due to employee indifference. The document provides tips for good customer service, including understanding customer needs, having reliable and responsive service, and treating customers and employees well. It also discusses the concept of "moments of truth" which are key customer interactions.
Day One Quality Customer Care
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
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The document provides guidance on keys to successful customer service. It begins with tips for the day such as silencing electronic devices and limiting sidebar conversations. It then defines customer service and emphasizes the importance of going above and beyond customer expectations through active listening, sharing knowledge, and making the experience enjoyable. The document outlines who internal and external customers are and characteristics of exceptional customer service like being a team player and having a positive attitude. It stresses understanding products and policies to address customer needs and concerns. Finally, it discusses building rapport, dealing with difficult customers, and maintaining professionalism in all customer interactions.
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The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
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1) Customers are defined as those who use, purchase, or influence a product or service. Customer satisfaction is influenced by perceptions of quality, features, customer service, price, reputation, and warranty.
2) There are different types of customers - loyal, discount, impulsive, need-based, wandering - each with different profitability and needs. Customer service aims to retain customers by understanding complaints and finding solutions.
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This document discusses customer service and what customers want from service providers. It defines internal and external customers and emphasizes that customers are the most important part of any business. The document outlines customers' expectations such as being treated with courtesy and respect. It also discusses the concepts of service quality, value, and the five dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy.
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This document provides an overview of customer service best practices. It begins with keys to a successful day, such as limiting distractions and sharing knowledge. It then defines customer service and what makes service exceptional or poor. Customer satisfaction is described as a compilation of various factors. Different types of customers are identified, both external and internal. Characteristics of exceptional customer service are listed, including being a team player, accountable, respectful, and solving problems. The importance of knowledge, support, and creating memorable experiences is discussed. Relationship building, meeting expectations, and dealing with bias and difficult situations/customers are also covered. The document concludes by listing presenters' contact information.
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The document defines customers as people who need a company's products, assistance, or services. It notes that customers can be new, existing, or lost. Maintaining existing customers is important as they spend more, cost less to retain, and boost profits when retained. While some customers leave due to external factors, most quit due to indifferent attitudes of staff. The key belief discussed is that customers are the primary reason companies exist, not a distraction, and keeping employees happy helps make customers happy as well.
ITFT-Customer Service
Customer service involves activities designed to enhance customer satisfaction by meeting customer expectations before, during, and after purchases. Good customer service is important because customers are crucial to a company's success and survival. There are three main types of customers - current customers who continue to do business, new customers experiencing a company for the first time, and internal customers within an organization. Providing good customer service can be challenging if a company lacks training, concern for customers, or overworks employees. Empowering employees to satisfy customers without management approval is important. Excellent communication, including listening to customers and conveying empathy, enhances the customer experience.
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The document discusses the importance of customer service and customer delight. It defines internal and external customers and explains concepts like the moment of truth and service-profit chain. Good customer service means meeting customer expectations while excellent service exceeds them. Complaint handling, different customer types, and tips for good service are also covered. The key objectives are to understand customers, create customer delight, and demonstrate good customer service skills.
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This document discusses the importance of good customer service. It defines internal and external customers and the "moment of truth" when customers form impressions of a company. Treating customers with respect is important, as is exceeding their expectations to provide "customer delight." When complaints do occur, they should be handled by listening to the customer, apologizing, and resolving the issue. The document provides tips for good customer service, such as smiling, greeting customers, and making them feel important. Overall, the key is understanding customers' needs and providing a positive experience every time they interact with the company.
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The document discusses the importance of exceptional customer service. It notes that 74% of customers stop doing business with a company due to employee indifference. The document provides tips for good customer service, including understanding customer needs, having reliable and responsive service, and treating customers and employees well. It also discusses the concept of "moments of truth" which are key customer interactions.
Day One Quality Customer Care
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
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Top 10 Free Accounting and Bookkeeping Apps for Small Businesses
Maintaining a proper record of your money is important for any business whether it is small or large. It helps you stay one step ahead in the financial race and be aware of your earnings and any tax obligations.
However, managing finances without an entire accounting staff can be challenging for small businesses.
Accounting apps can help with that! They resemble your private money manager.
They organize all of your transactions automatically as soon as you link them to your corporate bank account. Additionally, they are compatible with your phone, allowing you to monitor your finances from anywhere. Cool, right?
Thus, we’ll be looking at several fantastic accounting apps in this blog that will help you develop your business and save time.
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CS WEEK.pptx
- 1. CS WEEK 2019: The Magic of Service
- 3. Our Image: Why it Matters
- 4. Customer Service Scope • The product or service being delivered • The reputation of the organization delivering the service/ product • The individuals delivering the service • The customer perception of the service • Customer increase and retention
- 5. Why we lose customers: General drivers Customer dies 1% Customer moves away 3% Influenced by friends /public opinion 5% Attracted by competition 9% Dissatisfied with service/or product 14% Put off by bad attitude and service 68%
- 6. As if that wasn’t enough • It costs between 5 and 6 times more to attract a new customer than to keep an existing one • Companies can boost profits by 25%-125% by retaining merely 5% more existing customers • A 2% increase in customer retention has same impact as cutting costs by 10% • Happy customers tell 4-5 others; Dissatisfied customers tell 9-12
- 7. “If you don’t care for your customer, somebody else will!!!”
- 10. How you treatthe people who supportyour company i.e. paying or internal staff
- 11. Types of Customers 1. Internal Customer: • Colleagues/Departments within the organization who require a service from us • Suppliers/partners who enable us to provide products and services to our external customers 2. External Customer: • Individuals or corporate organizations List your internal and external customers. Be specific.
- 12. Customer Needs 1. Functional Needs 2. Emotional Needs One MUST meet both types of needs CONSISTENTLY in order to develop LOYAL customers!
- 13. Customer Service Transactions A customer service transaction is a single exchange of information, product or service between a customer and a service deliverer.” Examples: • Request of information • Buy a product or service • Log a complaint • Scheduling a meeting or an appointment • Open an account • Signing an agreement
- 14. Emotional Needs • Customers want to feel good about the way you treat them – Acknowledging them, welcoming them, providing them with accurate information • They want any issues/mistakes sorted our quickly • They don’t want to feel ignored or embarrassed or as if they are an interruption to you • They want to feel valued, respected, important, understood, cared about e.g. by being involved in processes and decisions that affect them
- 16. Delivering Excellence Service Oriented Staff Customer Friendly Processes Easy to Do Business With Loyalty & Profit High Quality Services Developing and Sustaining a Reputation for Service Excellence Service Excellence
- 17. Attributes of Customer Service Champions • Motivated by a passion to serve and help others • Flexible: able to rise above the negative situations • Energy & enthusiasm
- 18. Attributes of Customer Service Champions • 3Ps : Pleasant, professional & positive • Ownership: Take personal ownership of customer concerns and positively working to solve them
- 19. CUSTOMER EXPECTATIONS Prompt service Competence Attention Respect Satisfaction Polite language Appreciation Understanding Answering to all their problems Good manners A “come-back-again” expression Knowledgeable staff Neat environment (office)
- 20. The Opener 20
- 21. The How?
- 22. A customer in an attacking mode isn’t attacking you personally