Ao1b Customer Service
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What is Customer Service?
Transcript of Ao1b Customer Service
What is Customer Service?
Customer Service A Definition
Customer service is meeting the
needs and expectations of the
customer
Initial Impressions
GoodBad
Customer Care
Applying Customer Service
Customer Care Programmes
Customer Service at Work
Who gives customer service?
Name some job roles…
Customer Needs
Making a purchase The need for information The need for help The need for care The need to complain Refunds/Replacements
Customer Types
1. The Enquirer2. The Complainer3. The Child4. Special Needs
Communicating With Customers
VerbalNon-verbalWritten
Monitoring Success of Customer Service
Why is good service so important?
Major reasons for customers not staying with a business Die 1% Move away 3% Influenced by friends opinions 5% Lured away by competition 9% Dissatisfied by product/service 14% Dissatisfied with the attitude of a
company employee 68%
Success Factors
How will we know that we are succeeding – or
failing?
Positive signs:
Increase in customer enquires Increase in people buying
products Repeat business Increase in sales figures Reduction in complaints
Negative signs:
Increase in complaints Increase in products being
returned Reduction in customers Reduction in sales figures
