Customer Service

Views:
 
Category: Education
     
 

Presentation Description

Understanding about Customer Service

Comments

Presentation Transcript

Customer Service:

Customer Service

Learning Objectives:

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.

What is customer service?:

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.

It is six to seven times more expensive to attract a new customer than it is to retain an existing one. :

It is six to seven times more expensive to attract a new customer than it is to retain an existing one. Think Jar

Importance of CS:

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 ).

Statistics:

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

Challenges in CS :

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.

How to improve CS?:

How to improve CS?

Essential skills/Solutions:

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.

Conclusion:

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! 

Thank you.:

Thank you.

authorStream Live Help