Customer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
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The document discusses providing excellent customer service. It emphasizes that customer service involves satisfying customers not just before and during purchases, but also after, with the goal of building customer loyalty rather than just satisfaction. It suggests understanding customer expectations, exceeding them through over-delivery and consistency, and learning about customers' interests through questions and feedback in order to provide unique, prompt responses to their needs and avoid mistakes. Building relationships with customers through attention to details, appropriate humor, and making customers feel important is key.
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Customer Service: Going Beyond Satisfaction by Afrin Farhad Drishty
- 1. CUSTOMER SERVICE: GOING BEYOND SATISFACTION PRESENTED BY: AFRIN FARHAD DRISHTY
- 2. CUSTOMER SERVICE Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. • Service is actually sold • Internal and External Customers Building • Using Specific Ideas & Strategies • Our goal has to be customer loyalty, not only satisfaction • Its easy to get a customer, but to keep one is hard • Be customers focused, not operations focused • Before, during and after a purchase • Value is remembered long after price if forgotten
- 3. OBSERVING CUSTOMER’S WANTS 92% 76% 74% 72% 63% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Getting treated with Dignity Getting Assured that the problems will not repeat An Explanation A Thank You An Appology CUSTOMERS WANT: Forrester's Top 10 Customer Service Trends for 2016
- 4. FOR BETTER CUSTOMER SERVICE EXCEED EXPECTATION • UNDERSTAND THEIR EXPECTATIONS • UNDERPROMISE • OVER DELIVERY • BE CONSISTENT SERVE PROPERLY • NOT PROCESSED • SERVE AS MEMBERS • BE CAREFUL WITH LANGUAGE & TONE • OPEN UP THEIR MINDS • POOR SERVICE INDICATES BAD MANAGEMENT LEARN, BE PASSIONATE • KNOW MORE ABOUT PRODUCTS • X RAY • DO SMALL SURVEYS • THINK LIKE A CUSTOMER
- 5. FOR BETTER CUSTOMER SERVICE UNIQUE SERVICE • SERVICES CANNOT BE COPIED • APPRECIATE & APOLOGIZE WHEN NEEDED • SOLVE PROBLEMS RESPONSE IN A BETTER WAY • EMAILS, CALLS • RESPONSE TIME SHOULD BE LESS • ATTITUDE IS CONTAGIOUS • PROFITS ARE RESULTS OF HAPPY CUSTOMERS AVOID MISTAKES • PEOPLE SPREAD BAD THINGS MORE THAN THEY SPREAD GOOD THINGS • FIX THEM ONCE MADE • APOLOGIZE
- 6. FOR BETTER CUSTOMER SERVICE RELATIONSHIP • PAY ATTENTION TO DETAILS • ASK NAME, ENQUIRE • CUSTOMERS LOVE GETTING IMPORTANCE • USE APPROPRIATE HUMOUR • DISCUSS ABOUT THEIR INTERESTS ASK QUESTIONS • SEE IF THEY NEED HELP • OFFER ASSISTANCE BEFORE GETTING ASKED • TAKE FEEDBACKS MOMENT OF MAGIC • AVOID MOMENT OF MISERY • WORK A LITTLE BIT HARDER • DO BETTER THAN RIGHT/ INDIFFERENT SITUATION • SATISFACTORY & LOYAL SERVICE ARE DIFFERENT
- 7. FOR BETTER CUSTOMER SERVICE CUSTOMERS PERCEPTIONS • FIRST IMPRESSION IS IMPORTANT • PERCEPTION IS REALITY • THINGS SHOULD BE GOOD IN THEIR EYES & EARS
- 8. FOR BETTER CUSTOMER SERVICE HIRE SMART, LIKEABLE PEOPLE TRAIN THE EMPLOYEES CURVE HAPPY ASPIRE HIGH, RAISE THE BAR UP INVOLVE & IMPROVE
- 9. WAYS OF REMARKABLE COMMUNICATION Understand in a Very Deep Manner Learn Communication from Your Core/Insight Understand the Difference Between Right & Effective
- 10. WAYS OF REMARKABLE COMMUNICATION Be Future Focused Be Positive As Opposed To Negative Ask Better Questions
- 11. IMPLEMENTATION AT KAZI IT
- 12. WHERE SHOULD I CLARIFY?
- 13. FOR YOUR TIME AND PATIENCE