The document discusses the importance of good customer service. It states that customer service includes all interactions between customers and a company at the time of sale and afterwards. Good customer service increases purchases and referrals, builds a positive reputation, and reduces complaints. It benefits both customers, by meeting their needs, and businesses, through repeat customers. The document provides tips for understanding customers, increasing sales through existing relationships, gathering feedback, building loyalty programs, and handling complaints to increase loyalty. Overall, it emphasizes that satisfied customers will contribute to a business for years through continued purchases, recommendations, and referrals.

1. The Importance
of Customer
Service
Issue that matters
Rasila Abdullayeva

2. What is customer service
 All interactions between a customer
and a product provider at the time
of sale, and thereafter
 KEY POINT : Our
sales and
profitability
depends on
keeping our
customers happy.

3. The advantages of good
service:
 Increases customer purchases in size and
frequency
 More customer referrals and
recommendations to new customers
 Builds your business reputation; reduces
complaints and problems

4. Mutual Advantages
Customers
 benefit because
the business is
providing a service
that meets their
needs
The Bus ines s
 benefits because
satisfied customers
are likely to be
repeat customers

5. Understand your customers
• Who they are
• What they buy
• Why they buy it
• What they expect of you

6. Customer care to increase
sales:
 Using existing customer
relationships
 Cross- selling and up-selling
 Newsletters –alerting
customers about
updates

7. Customer feedback
 Customer feedback is a great instrument
for developing product that is served
TOOLS
- questionnaires
- in person
- over the phone
- by mail
- social media

8. Customer Loyalty
 For keeping existing customers we need to
built loyalty programs. With loyalty program
advantages our customer will choose us
rather then other company.
 We can offer discounts, extra services, prizes
and etc. (taking account the length of
relationship with existing customer)

9. Customer Complaints
Never be dissmissive of
your customer’s
problem- EVEN if
you’re convinced
you’re not at fault
Your method of dealing with
customer problems is a way
to stay AHEAD of your
competitors
If you handle the complaint
successfully, your customer
is likely to prove more
LOYALTY than others

10. SATISFIED CUSTOMERS will contribute to your
business for years:
- through their purchases
- through recommendations
- through referrals of your business

11. Thank you!