Customer service

1. Customer service

2. What is customer service? • Involvement & enhancements a business takes to please customers • Assistance program performed by specific people to aid in directing customer needs. • Organizations ability to satisfy customers

3. Customer Service • Includes the following: • Recognizing the value of customers • Making a product easy to purchase • Giving the customer a reason to buy again • Staying in constant communication with customers • Making the customer feel importand with respect and fairness • Establishing an efferent order and delivery system

4. The Customer • Is the Boss • They pay the salary and make office and retail jobs possible • Will provide information such as: • How to provide great service • What they want or need • How to improve customer relations

5. Product Buying Made Easy • Creates an easy method for the customer to find your products and services • Specific catalogs with table of contents/index • A web site with a simple structure • Provides a convenient operation hours • Offers special enticements to new and former customers • Buy one, get one free • Free shipping • Percentage discounts on specific/large orders

6. Product Buying Made Easy • Answers questions in a prompt & accurate manner • Does not mislead the customer into believing something false • Does not keep the customer on hold for long periods of time • Allows the customer the opportunity to pay in different forms • Purchase orders • All major credit cards

7. Product Buying Made Easy • Offers extended warranties, samples products, trial periods or a money-back guarantee • Includes knowing your products • Convey knowledge of products & services

8. Customer loyalty • Immediately solve questions or complaints to customer’s satisfaction • If possible, greet each customer by name • Include loyalty items in the shipping process: • Updated catalog • Special coupon • Customer survey

9. Customer loyalty • Enroll customers in a frequent buyers program to all them to earn points • When approp. Contact customers by mail or phone: • Thank them for purchase • Inquire about overall satisfaction • Invite to buy again

10. Communicating with customers • Sending out advance notice of upcoming sales or new products • Asking customers to subscribe to newsletter • Invite customers to a “customer appreciation” party • Distribute surveys for current & future services

11. Feeling important & appreciated • Be sincere • Use their proper name • Show that you care about their position • Express thanks & appreciation

12. Listening to customer needs • Listen intently • Identifying specific customer needs • Identify key words, actions, tones, and emotions • Understand what the customer wants & deserves

13. Customer needs • Receiving more than expected • Feeling important and appreciated • Feeling treated with respect by phone or in person • Solving complaints • Effective answering of questions

14. Meeting Customer expectations • Is regular practice of superior service • Should be above & beyond • Ask the questions • What can you give customers they cannot get elsewhere? • What could be given to the customer which is totally unexpected?

15. 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor. Unknown

16. Dealing with complaints • Keep your cool and your temper down • Be polite & respectful • Exceed customer’s expectations • Listen with intent to resolve the complaint • Record and document complaints • Time, date, name & number

17. 3 Letters of Power • Y---E---S • If a complaint is resolved on the spot, 95% of the customers will do business again.

18. YES • Because customer is always right • Only used if customers request is within reason • Understand the company cannot please everyone