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.