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.

1. WELCOMEWELCOME

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 ?

15. THANK YOUTHANK YOU