This document discusses the importance of excellent customer service. It notes that meeting customer needs leads to satisfaction while exceeding their expectations leads to loyalty and repeat business. A good customer is valuable as they spend money, purchase frequently, remain customers for a long time, and refer other business. The document provides examples of calculating customer value and outlines basic good customer service practices like listening, understanding customers, caring for them, solving their problems, clarifying issues, and following up. Good customer service creates loyal, satisfied customers who positively impact a business through repeat purchases and referrals.

1. Topic:
Customer Service in the 21st
century

2. • To provide excellent customer service, that will exceed clients expectations,
give you loyal customers with repeat business and eventually increase your
revenues and grow your business.
• Meeting customers needs = Customer Satisfaction
• Exceeding customer expectation/needs = Customer Delight/Loyalty.

3. • A customer is one who exchange his/her add earned
money for your goods or services.
• A customer is one who patronizes your business.
• Customer are those that buys the products or services
that pay your salary and enable you to have a roof over
your head and food on your table.

4. •Amount of goods purchased
•Frequency of purchased
•Duration of period of purchase
•Referral business

5. Simple calculation of customer value
• A customer makes the purchase of a cartoon of small tin tomatoes, for N1600, twice every week, for the
period of 5years and introduce two of his friends to the business. What is the true value of the customer?
amount of purchase = 1600
frequency of purchase = twice a week ( 1600 x 2 = 3200)
duration of purchase = 5 years
52 weeks x 3200 = 166400 for 1 yr
for 5 yrs = 166400 x 5
= 832000
for the two referrals = 832000 x 3
= 2496000

6. Basic customer service
• If you are a business owner, you know how frustrating it can be when clients
are not happy with your service. Customer service is very important, so you
must get it right. It can make or crush your business.
• A bad customer service can make thousands or millions of your customers
within minutes see your bad reviews. Customer perspective about your
business in very important in customer management.
• You must make sure you create a positive image about your business in the
mind of the customers.

7. • Be aware of the three things every customer wants when they come to
your customer service.
 They want to be heard when ever they have a problem with product
or service. Allowing them vent helps to reduce tension.
 They want to be understood. ( ask relevant questions)
 They want to be cared for. ( make every effort to appreciate them,
make them feel special and important.)

8. • S.E.C
 Smile, Eye contact, Comment
This acronym helps create a comfort zone. Every customer goes and stay
longer in a place they are comfortable doing business. It makes them feel
welcome.
• Listen to the customers.
• Empathize with the customers.

9. • Create solution for your clients issues and complaints.
Developing problem solving skill
 Investigate it to make sure it exist.
 Determine the cause of the problem.
 Arrive at multiple solutions. ( refund, repair, exchange with another, restore)
Pick best solution. ( win – win solution, involve the customer in this process)
Implement solution.
Follow up.

10. • Clarify the situation with clients
• Follow up with all your customers

11. If your customers are happy with your service or
product, they will tell 5 persons.
If they are not happy with your service, they will
tell 10 persons.
:

14. Rule 1

17. Rule 3
Know how to
Listen

18. 3
While the
customers are
talking you should
never jump to
conclusions.

19. Rule 4
Maintain
effective
communication

20. Solve the problem
 Do not quit until you solve the problem.
 Ask if there is anything else you can do for them.
 If you cannot solve the problem, then ESCALATE.

21. Rule 6
• Shows your concern.
• Checks if the problem has been solved.
Follow-up