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2. Customer Service Definition “The sum total of what an organisation does to meet customer expectations and produce customer satisfaction” The Institute of Customer Service

3. Customer Service  Is made up of:  Why customers are important  Knowing what customers want  Satisfying customers  Feactures of good customer service  Protecting the customer

4. Importance of Customer Service  Need to make sure customers are so pleased doing business with you that they will return  Keep customers away from your competitors  It costs 5 times as much to win a new customer as it does to keep an existing one  Improve image of the business

5. Importance of Customer Service  Dissatisfied customers tell others of their bad experiences and those people will not use the organisation  Organisation needs to be able to compete on value rather than just price  Want the buzz of providing excellent customer service!

6. Good Customer Service Good Customer Service FriendlyAttentiveSincere Meeting needs every time helpful Making the Customer feel good Efficientconcerned Customer enjoys the experience Patient Going the Extra mile speedy

7. Bad Customer Service Bad Customer Service Negative body language RudeDisorganised Ignoring customer Bored Giving Incorrect information Chewing Not helping colleagues

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