This document discusses the importance of quality customer service. It outlines key aspects of customer service including identifying customer needs, effective communication, meeting and exceeding expectations, and satisfying customers. It also discusses the importance of customer retention, upselling opportunities, lifetime customer value, and revenue from the existing customer base for businesses. Finally, it identifies several elements of quality service including reliability, tangibility, empathy, responsiveness, and assurance.

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