customer service ppt -- by SP.Balaagi
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This document discusses the importance of customer service. It lists several major companies and hotels and then states the objectives of understanding what customer service is, why it is important, and how to better serve customers. It defines customer service as activities that enhance customer satisfaction by meeting expectations. The document notes that 68% of lost customers are due to bad service and emphasizes the importance of retention, repeat sales, references, and reputation. It describes customer service as 80% attitude and 20% knowledge and recommends caring, being confident and friendly, providing valuable suggestions, and following up with customers regularly.
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For a long time, a company’s commitment to outstanding customer service began – and ended – in its mission statement. This is all changing in a 24/7 connected world.
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4. How to bust the 20 myths of customer service that hold your company back.
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7. How to develop action plans for CEOs, line managers, and customer service reps.
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Fwd: FW: TQM
---------- Forwarded message ----------
From: shoaib Anjum <shoaib.anjum@metrogroup.com.pk>
Date: Fri, Mar 6, 2009 at 3:52 AM
Subject: FW: TQM
To: shoaib.anjum@gmail.com
------------------------------
*From:* shoaib Anjum [mailto:shoaib.anjum@metrogroup.com.pk]
*Sent:* Friday, March 06, 2009 3:51 PM
*To:* 'Faisal Mufti'
*Subject:* TQM
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Tele-net is a contact center that aims to provide unique customer service through human interaction instead of automated systems. With over 20 years of experience, they focus on understanding customer needs to increase revenue for clients. Tele-net handles inbound calls and offers customized support across various industries. Their goal is to convert unhappy customers into loyal ones through sincere problem solving and personalized service.
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Here are the key things the customers wanted and whether they were satisfied based on the interactions described:
A) The businessman wanted a hotel room for the night. He was dissatisfied as there was no record of his reservation and the receptionist did not try to help, just suggested another hotel.
B) John wanted a tracksuit that fit properly. He was dissatisfied as the sales assistant did not try to help or offer a solution, just blamed John for the issue.
C) The elderly lady flying for the first time wanted assistance. She would have been satisfied by the cabin crew member who helped her with her needs.
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Total quality management (TQM) is defined as both a philosophy and set of principles for continuously improving an organization. It aims to manage all processes to exceed customer needs and achieve productivity, market penetration, and competitive advantage. TQM requires genuine management involvement, employee involvement, first-line supervision leadership, and company-wide quality control. Customer satisfaction is subjective and based on factors like performance, features, service, warranty, price, and reputation. Organizations must continually solicit feedback to understand customer perceptions and identify opportunities to improve quality and satisfaction.
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This document provides an overview of customer satisfaction. It begins with defining key terms like customers, customer expectations, and satisfaction. It then discusses the purpose of customer satisfaction, how to measure it through surveys and understanding expectations. Factors that affect satisfaction like price, quality and attitude are examined. The document also explores levels of satisfaction, ways to improve it, and the importance of customer satisfaction for business indicators like loyalty, reducing churn, and increasing lifetime value.
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This is an old PowerPoint presentation for a former business of mine. I just thought I'd share it! More pertinent stuff on the way!
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For a long time, a company’s commitment to outstanding customer service began – and ended – in its mission statement. This is all changing in a 24/7 connected world.
Your customers are taking to social media channels, like Facebook, Twitter and blogs, every day to recommend brands, provide usage tips, share content, and praise or criticize customer service; all affecting the perception of your brand. These conversations – whether stellar or abysmal – are taking place where they can be ‘heard.’
Join us for this matter-of-fact, no-nonsense webinar to discover:
1. Why – when the world is your competition – is customer service your only sustainable competitive advantage?
2. Why you need to personalize the customer experience or get left behind.
3. Why, with social media, customer service is the new marketing.
4. How to bust the 20 myths of customer service that hold your company back.
5. How to develop a formula to determine the economic value each customer contributes.
6. How to develop a two-way customizable customer service manifesto.
7. How to develop action plans for CEOs, line managers, and customer service reps.
8. How to get your best customers to stay and the harmful ones to leave.
Webinar attendees will learn tactics that enable their organizations to make more money through attitudes, and actions that will help their customers feel satisfied in bad times or good.
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A business plan that could help others discover how actually business plan is written having various topics like industry analysis, market analysis, etc in it.
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This document discusses customer relationship management (CRM) for arts groups. It defines CRM as integrating sales, marketing, service, and support strategies to maximize customer value, relationships, retention and loyalty. The document outlines CRM strategies, components, best practices, and metrics. It argues that CRM is necessary for arts groups to adapt to competitive pressures and the "new consumer" who expects personalized, relevant experiences and problem-solving. CRM aims to increase customer retention and organizational performance through integrated customer data and relationships.
Fwd: FW: TQM
---------- Forwarded message ----------
From: shoaib Anjum <shoaib.anjum@metrogroup.com.pk>
Date: Fri, Mar 6, 2009 at 3:52 AM
Subject: FW: TQM
To: shoaib.anjum@gmail.com
------------------------------
*From:* shoaib Anjum [mailto:shoaib.anjum@metrogroup.com.pk]
*Sent:* Friday, March 06, 2009 3:51 PM
*To:* 'Faisal Mufti'
*Subject:* TQM
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The document outlines the top 10 reasons to adopt an agile approach, including increased revenue, speed to market, quality, and customer satisfaction. It discusses that an agile approach should focus on stakeholders, customers, operational processes, and building an organization that can achieve its vision. Key aspects that need to be considered are products, customers, innovation processes, operations processes, employees, and learning and growth.
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This document provides an overview of a customer service training program designed by Sunil Kumar. The objectives are to define different types of customers, both internal and external, identify important quality characteristics for customer service, and create positive customer experiences. The training covers identifying different types of customer interactions, demonstrating caring responses, and creating a series of caring responses. It also discusses the benefits of good customer service for both personal and organizational outcomes. Key aspects of customer service attitude are presented, including projecting confidence, thinking positively, using positive language, and conveying courtesy.
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This document outlines a marketing plan for a proposed resort called Coral Blue Resort. It discusses the objectives, mission, goals, market segmentation, services offered, competitors, suppliers, SWOT analysis, marketing strategy, product strategy, pricing strategy, advertising and promotion plans, communication strategy, marketing organization, action program, budget, and controls for the resort. The overall goal is to gain 50% market share in the first year and 80% in the second year by providing a unique resort experience and high quality facilities and services to customers.
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💼 Dive into the intricacies of capital gains taxes in Canada with this insightful video! Learn through three detailed examples how these taxes work and how recent changes might impact you.
❓ What are capital gains taxes? Understand the basics of capital gains taxes and why they matter for your investments.
💸 How much taxes do I pay? Discover how the amount of tax you owe is calculated based on your capital gains.
📊 Federal tax rates: Explore the federal tax rates applicable to capital gains in Canada.
🏢 Provincial tax rates: Learn about the varying provincial tax rates and how they affect your overall tax bill.
⚖️ Combined tax rates: See how federal and provincial tax rates combine to determine your total tax obligation.
💵 Example 1 – Capital gains $500k: Examine a scenario where $500,000 in capital gains is taxed.
💰 Example 2 – Capital gains of $1M before the changes: Understand how a $1 million capital gain was taxed before recent changes.
🆕 Example 3 – Capital gains of $1M after the changes: Analyze the tax implications for a $1 million capital gain after the latest tax reforms.
🎉 Conclusion: Summarize the key points and takeaways to help you navigate capital gains taxes effectively.
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customer service ppt -- by SP.Balaagi
- 2. JUST FOR YOUR THOUGHTJUST FOR YOUR THOUGHT HYUNDAIHYUNDAI MOTORSMOTORS MARUTHI UDYOGMARUTHI UDYOG LTDLTD TAJ HOTELSTAJ HOTELS FIAT MOTORSFIAT MOTORS NISSAN MOTORSNISSAN MOTORS WOODLANDWOODLAND HOTELSHOTELS
- 3. DIFFERENT WAYS OFDIFFERENT WAYS OF SERVICINGSERVICING THE CUSTOMERTHE CUSTOMER
- 4. ObjectiveObjective :: At the end of theAt the end of the presentation, you shouldpresentation, you should understand ,understand , 1. What is customer service ?1. What is customer service ? 2. Why it is important?2. Why it is important? 3. How better we can do to our3. How better we can do to our customers?customers?
- 5. Definition :Definition : Customer service is a series ofCustomer service is a series of activities designed to enhance theactivities designed to enhance the level of customer satisfaction – that is,level of customer satisfaction – that is, the feeling that a product or servicethe feeling that a product or service has met the customer expectation."has met the customer expectation."
- 6. WHY.....WHY..... Out of the entire customers you lost:Out of the entire customers you lost: 1% die1% die 3%3% move awaymove away 9%9% go away for cheaper pricesgo away for cheaper prices 19% are chronic customers19% are chronic customers 68% leave due to bad service68% leave due to bad service
- 7. WHY....WHY...... RetensionRetension Repeat SalesRepeat Sales ReferencesReferences ReputationReputation RevenueRevenue
- 8. HOW DO YOU WANT TO SEEHOW DO YOU WANT TO SEE YOUR CUSTOMERS ?YOUR CUSTOMERS ?
- 11. HOW .....HOW ..... Customer Service isCustomer Service is 80% Attitude80% Attitude && 20% Knowledge20% Knowledge
- 12. HOW.....HOW..... Caring & ListeningCaring & Listening Confident & FriendlyConfident & Friendly Positive & EnthusiasticPositive & Enthusiastic Valuable & Speedy suggestionsValuable & Speedy suggestions Regular Follow upRegular Follow up
- 13. HOW ....HOW .... Pitching the right product with right Price.Pitching the right product with right Price. Explain the benefits & advantages of theExplain the benefits & advantages of the product.product. Good Product KnowledgeGood Product Knowledge Process KnowledgeProcess Knowledge
- 14. Summarize the Learnings today ?Summarize the Learnings today ? Our Objective achieved ?Our Objective achieved ?