1. What is Customer Service?

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

3. Initial Impressions Good Bad

4. Customer Care Applying Customer Service Customer Care Programmes

5. Customer Service at Work Who gives customer service? Name some job roles…

6. Customer Needs Making a purchase The need for information The need for help The need for care The need to complain Refunds/Replacements

7. Customer Types 1. The Enquirer 2. The Complainer 3. The Child 4. Special Needs

8. Communicating With Customers Verbal Non-verbal Written

9. Monitoring Success of Customer Service Why is good service so important?

10. 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%

11. Success Factors How will we know that we are succeeding – or failing?

12. Positive signs: Increase in customer enquires Increase in people buying products Repeat business Increase in sales figures Reduction in complaints

13. Negative signs:  Increase in complaints  Increase in products being returned  Reduction in customers  Reduction in sales figures