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Customer Service


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Understanding about customer service.

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Customer Service

  1. 1. Customer Service
  2. 2. Learning Objectives After completing this module you will able to : • Define the customer service (CS). • Explain the Importance of CS. • Challenges in CS • How to improve CS.
  3. 3. What is customer service? CS is the service provided to customers before, during and after buying or using its products/services. The assistance & guidance provided by a company to those people who buy or use its products/services.
  4. 4. “ ” It is six to seven times more expensive to attract a new customer than it is to retain an existing one. Think Jar
  5. 5. Importance of CS • It generates new customers. A great CS reputation is a powerful differentiator in a competitive market where consumers have a lot of product/service options (E.g. Dell). • It generates return business. A happy customer is much more likely to come back & buy.. In fact, 58% of consumers are willing to spend more on companies that provide excellent CS (e.g. ICICI & HDFC). • It generates referral business - 87% of customers will share a good experience with others ( e.g. Shell Petrol ).
  6. 6. Statistics SL No Percentage Effect Reason 1 66% Switch to new co. Bad service 2 58% Newer use again Negative experience 3 60% Higher Expectation Not satisfied 4 63% Co. Spend more on CS 1 41b $ Loss by US Co. Poor CS
  7. 7. Challenges in CS • Poor infrastructure (Slow internet, Printer issue, System slow). • Less manpower. • Untrained manpower. • Out dated technologies ( Require advance software for quick response). • Less investment (Support function). • Lack of interest in regular improvements.
  8. 8. How to improve CS?
  9. 9. Essential skills/Solutions • Listen to your customers. • Prompt responses & quick solutions. • Remember your promises. • Take all complaints as an opportunity to improve. • Train your staff. • Accept your mistakes. • Go the extra mile to make your customers happy.
  10. 10. Conclusion Best CS is all about taking care of your customers, making them feel special, efficiently resolving their grievances and keeping your promises. Bring joy & positivity in your interactions with customers. Remember service with a smile never goes out of style!
  11. 11. Thank you.