A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.

1. PRESENTED BY
LORENTA ERHABOR
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2. 
1. Definitions
2. Excellent Customer Service
3. Basic Skills Required
4. 10 Keys In Excellent Customer Service(Forbes)
5. Customer Feedback System
6. Handling Customer Compliant
7. Some Important Statistics
8. Some Notable Quotes
9. Questions and Feedback
OUTLINE
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3. 
Definitions
Who is a customer?
A person who buys goods or
services from a shop or
business
Or
A person or an organization
using the services of a
professional person or
company
Service?
The action of helping or
performing work for
someone
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4. 
More Definitions
Customer Service?
Customer service is the act
of taking care of a
customer’s needs by
providing and delivering
professional, helpful, high
quality service and
assistance before, during
and after the customer’s
requirements are met
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5. 
Excellent Customer Service
Excellent customer service is
having thorough knowledge
of your inventory,
experience with your
products and been able to
help customers make the
best choices of them.
Excellent customer service is
treating customers with a
friendly and helpful attitude.
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6. 
Excellent Customer Service
Other meanings of excellent customer service
may include:
• Doing ordinary things in an extra
ordinary way
• Going beyond what is expected
• Adding value of integrity to every
interaction
• Being at your best with every customer
• Discovering new ways to delight those
you serve
• Surprising yourself with how much you
can do
• Taking care of customers like you would
take care of your grand mother
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7. 
Basic Skills Required
• Patience
• Attentiveness
• Clear communication
skills
• Knowledge of products
and services
• Ability to use positive
language
• Time management skills
• Ability to read customers
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8. 1. Belief – What customers think is true
2. Complain – What a customer does when they are
unhappy
3. My Manager - The person the customer is
seemingly passed to or who gets blamed by the
employee if something goes wrong
4. Empowerment – Training employees to make
decisions on their own when to help the customer
without talking to the boss
5. Feedback – Giving the customers the opportunity
to tell you what they think
10 Keys In Excellent Customer
Service(Forbes)
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9. 6. Kick the cat – What employees do when they take their
frustration out on a customer
7. Mistake – The hardest thing for a company to admit,
once you admit it, the customer would be happier
8. Overpromise – Making a commitment to a client the
company is not economically able to keep
9. Peer review and earned media – References written by
customers on the level of quality or service in your
company
10. Pest – A customer a company may need to fire to be
more profitable
10 Keys In Excellent Customer
Service(Forbes)
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10. 
Customer Feedback System
Customer feedback system is
a term that describes the
process of obtaining a
customer's opinion about a
business, product or service.
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11. 
Getting Feedback
Here are 5 ways to get feedback:
1. Ask the customers – The simplest way to
find out something is to ask
2. Be your own customer – One of the most
obvious way to get feedback is seeing
things through your customer's eyes.
3. Questionnaires and Surveys – Getting
customers to put their thoughts in writing
on a questionnaire or survey is one of the
most well established feedback system
4. Usage Statistics – The most important
current information on whether your
customers are satisfied with your service or
not is whether they continue to buy from
you or use you
5. Your front Line staff - Your front line staff
is the most resourceful and reliable of your
customer feedback sources
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12. 
Handling Customer Complaints
Make Sure to
• Listen and understand. First,
Always listen to the customer
• Empathize
• Offer a solution
• Execute the solution
• Follow up
Always remember to
• Don’t take it personal
• Remain calm
• Focus on the problem not the
person
• Turn unhappy people to happy
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13. 
Some Important Statistics
• Each happy customer will
tell at least 6people
• On average, a satisfied
complainer will tell at
least 5 people about the
problem and how it was
resolved
• It cost two time more to
attract new customers
than to retain current
ones
• Customer’s loyalty is
worth 10 times of a single
purchase
• When a customer needs
are met you automatically
engage that customer as
your advocate
• 95% of customers who
have complaints that was
handled effectively and
promptly will not only
continue to do business
but would become even
more loyal
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14.  “Follow the customer, if they change… we change”
Sir Terry Leahy, Former CEO, TESCO
 “Unless you have 100% customer satisfaction you
must improve” Horst Schulz, Former CEO, Ritz
Carton Hotels
 “Your most unhappy customers are the greatest
source of learning” Bill Gates, Founder Microsoft
Some Notable Quotes
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15. 
Questions and Feedback
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