The document presents a customer service mindset emphasizing commitment, service excellence, and the need for businesses to focus on creating customer value and loyalty. It outlines the importance of quality service, customer engagement, and maintaining a positive customer experience as key differentiators for companies. To achieve service excellence, businesses should foster transparency, communicate effectively, own their mistakes, and actively seek customer feedback.

1. CustomerService
mindset
Presented by:
Rohan Desai

2. COMMITMENT
• Making a commitment involves
dedicating yourself to something.
• Before you make a commitment,
think carefully.
• A commitment obligates you to
do something.

3. Service mindset
o An outlook that focuses on creating customer
value, loyalty and trust.
o A business with this outlook wants to go
beyond simply providing a product or service.
o It wants to create a positive and indelible
imprint on the customer.
o Providing and delivering professional, helpful,
high quality service and assistance,
o Before, during, and after the customer's
requirements are met.

4. Customer Service
 Think about those Companies that you purchase from over and over, even when
there are cheaper options out there.
 Do you usually fly on a particular airline?
 Do you recommend specific restaurant when asked ?
 Do you buy grocery from the same place every morning?
 Often, the reason we stay loyal to them is because of their set of values.
 The best companies strive to combine physical, emotional, and logical elements.

5.  Reduces customer churn
 A point of differentiation
 Increases customer lifetime value
 Reduces negative word of mouth
 Cheaper to retain customers than acquire
new ones
 A leading indicator of consumer repurchase
intentions and loyalty

6. ServiceExcellence
 It is perhaps a cliché today to talk in terms of achieving total customer focus.
 But if you want to strive for service excellence that is precisely what you must attain.
 Ask yourself some thought-provoking questions such as:
 Why do they choose you over others or others over you?
 Does interacting with your business make a difference to their lives?
 Would your customers miss your business if it were no longer around?
 What would they miss about you? Would they easily find replacement offering?

7. Elements Of Good Customer
Service Good customer service involves:
 Able to handle issues for customers
 Do your best to ensure they are satisfied.
 People remember how you make them feel.
 Having thorough knowledge of your product.
 Treating customers with a friendly, helpful attitude.
 Giving customers a good first impression of the business.
 Being able to help customers make the best choices for them.

8. How To Become A Service Excellence
Leader ?
 Be Transparent
 Share Updates
 Own Up to Mistakes
 Show your Appreciation
 Set Realistic Expectations
 Empower your Customers
 Create a Culture of Quality
 Communicate with your Clients
 Ask for feedback

9. Remember !!
• The journey to excellence requires you to ‘think’ as much
as it does to ‘do’.
• The starting point in any attempt to ‘rise above the norm’
is to demonstrate a real commitment to that aim.
• Ask your customers to be part of the solution, and don't
view them as part of the problem.
• Thank your customer for complaining and mean it. Most
will never bother to complain. They'll just walk away.
“ The customer is King ”