What is Customer Service?. Customer Service A Definition Customer service is meeting the needs and expectations of the customer.

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3.01 A -Product/Service Management

3.01 A -Product/Service Management

Presentation transcript:

What is Customer Service?

Customer Service A Definition Customer service is meeting the needs and expectations of the customer

Initial Impressions Good Bad

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 Enquirer 2. The Complainer 3. The Child 4. Special Needs

Communicating With Customers Verbal Non-verbal Written

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