The document discusses the importance of customer service and exceeding customer expectations. It defines good customer service as delighting the customer by going above and beyond their expectations. The focus should be on pleasing customers as they define the level of service, not the organization. To consistently delight customers, the organization must constantly overdeliver on their service. The document emphasizes developing dependable delivery, addressing customer complaints, following through on promises, and building loyalty through the customer experience with front-line technicians. The goal is to provide better customer service than competitors to gain market share.

1. Service Business Unit
CUSTOMER SERVICE
SBU-Customer Service

2. "A
customer defines good
customer service as
how he perceives that an
organization has delighted him,
by exceeding to meet his
expectations"
This definition is all about the customer and not the organization. In other
words our efforts should be centralized on pleasing our customers, they define
the service we offer.
SBU-Customer Service

3. The manner in which you treat others is not a concern for the
customer, as long as their personal service experience is
consistent(but how you treat others is naturally a good predictor
for customers as to how you'll treat them). So you have to have the
ability to constantly and consistently OVER deliver to make sure
that the individual customer is delighted.
Why are some of our customers so satisfied? They are talking
about the service, not the product. They say things such as,
“They were on time with their delivery, and the
completed job was to a satisfactory standard.”
WHAT WE OUGHT TO AIM AT IS: EXCEEDING THE SATISFCATORY STANDARD
SBU-Customer Service

4. Provide customer service that distinguishes Process
Components Limited from its competitors.
Our best product is just going to stay on the shelves and get
dusty if we don’t support it with customer service .The
identical product offered by competitors will gain greater
market share if they provide a better service.
The success of Process Components Limited also illustrates
the power of word-of-mouth marketing. Good customer
service will not only make our customer want to come back
and do more business with the company; it also encourages
them to recommend the business to his or her friends.
SBU-Customer Service

5. Deliver on Our customer service promises.
At PROCOM we deliver generators, compressors, flow line
equipment, slings, callout to refuel generator etc, it is our aim
to do that on time. It might be showing up to do an
assessment, troubleshoot, forward a quote when we say we
would, or dealing with a complaint expeditiously. Customer
service that fails to follow through is no customer service at
all.
We are concerned about customer
service; do not hesitate to adhere to our
customer complaints.
SBU-Customer Service

6. Develop a dependable supply chain and/or delivery system.
Put yourself in the customer's place. How do you deal with their
problems and enquiries when on site or via telephone? Is it done
in a way that satisfies the customer? And how can you help
offer a customer service that is "better" than the customer service
provided by our competitors? Improving customer service
requires your effort and commitment
SBU-Customer Service

7. Build Business to Customer Loyalty
Customers don’t see the faces of the Administrative staff or
Management; they see the technician. Therefore your faces
come to mind when they think of loyalty, commitment and job
completion. You are the face of Process Components Limited.
How you execute your job and interact with the customer
should be priority
.This shapes and reinforces the
high a
company's corporate image in the minds of customers.
SBU-Customer Service

8. SBU-Customer Service