Customer Service mindset

Presented by: Rohan Desai

COMMITMENT• Making a commitment involves

dedicating yourself to something.

• Before you make a commitment,

think carefully.

• A commitment obligates you to

do something.

Service mindseto An outlook that focuses on creating

customer value, loyalty and trust.o A business with this outlook wants to go

beyond simply providing a product or service.

o It wants to create a positive and indelible imprint on the customer.

o Providing and delivering professional, helpful, high quality service and assistance,

o Before, during, and after the customer's requirements are met.

Customer Service Think about those Companies that you purchase from over and over, even when there are cheaper options out there. Do you usually fly on a particular airline? Do you recommend specific restaurant when asked ? Do you buy grocery from the same place every morning? Often, the reason we stay loyal to them is because of their set of values. The best companies strive to combine physical, emotional, and logical elements.

Reduces customer churn A point of differentiation Increases customer lifetime value Reduces negative word of mouth Cheaper to retain customers than

acquire new ones A leading indicator of consumer

repurchase intentions and loyalty

Service Excellence

It is perhaps a cliché today to talk in terms of achieving total customer focus.

But if you want to strive for service excellence that is precisely what you must attain.

Ask yourself some thought-provoking questions such as:

Why do they choose you over others or others over you?

Does interacting with your business make a difference to their lives?

Would your customers miss your business if it were no longer around?

What would they miss about you? Would they easily find replacement offering?

Elements Of Good Customer Service

Good customer service involves:

Able to handle issues for customers

Do your best to ensure they are satisfied.

People remember how you make them feel.

Having thorough knowledge of your product.

Treating customers with a friendly, helpful attitude.

Giving customers a good first impression of the business.

Being able to help customers make the best choices for them.

How To Become A Service Excellence Leader ?

Be Transparent Share Updates Own Up to Mistakes Show your Appreciation Set Realistic Expectations Empower your Customers Create a Culture of Quality Communicate with your Clients Ask for feedback

Remember !!• The journey to excellence requires you to ‘think’ as much

as it does to ‘do’.• The starting point in any attempt to ‘rise above the norm’

is to demonstrate a real commitment to that aim.• Ask your customers to be part of the solution, and don't

view them as part of the problem.• Thank your customer for complaining and mean it. Most

will never bother to complain. They'll just walk away.

“ The customer is King ”