CUSTOMER DELIGHT

CUSTOMER DELIGHT: 

CUSTOMER DELIGHT THE FACTOR

Objectives: 

Objectives Understand the importance of customer and customer service Identify internal and external customers Tips to practice and demonstrate good customer service Create an enhanced Customer Service experience

Who are customers?: 

Who are customers? The most important person in any business Is not dependent on us. We are dependent on them Is not an interruption of our work, but a purpose of it Is a part of our business – not an outsider Is a person who come to us with their needs and wants

What is customer service?: 

What is customer service? "Customer Service is a function of how well an organization is able to constantly and consistently exceed the needs of the customer." Customer service today is all about delighting your customers, every step of the way … from the first point of contact, to regular customer encounters and to the ever crucial moment of truth.

GOOD CUSTOMER SERVICE: 

GOOD CUSTOMER SERVICE Good service is when the customer gets treatment that meet his/her expectations.

BAD CUSTOMER SERVICE: 

BAD CUSTOMER SERVICE Good service is when the customer gets treatment which is less than his/her expectations.

EXCELLENT CUSTOMER SERVICE: 

EXCELLENT CUSTOMER SERVICE When the customer gets a little more than he/she expected, Good service becomes Excellent customer service.

TYPES OF CUSTOMERS: 

TYPES OF CUSTOMERS INTERNAL CUSTOMERS EXTERNAL CUSTOMERS

8 Rules for Good Customer Service : 

8 Rules for Good Customer Service Smile Answer your Phone at the first three rings Don’t make promises unless you will keep them Listen to your Customers

8 Rules for Good Customer Service: 

8 Rules for Good Customer Service Deal with Complaints Identify and anticipate needs Always be helpful, courteous and knowledgeable Take ownership

THANK YOU : 

THANK YOU THANK YOU