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Customer Service

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Rajiv Bajaj
Rajiv Bajaj

Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.

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Customer Service: Going Beyond Satisfaction A Presentation by Rajiv Bajaj
[object Object],YOU
[object Object],[object Object]
Who Is A Customer ?
The Internal Customer ,[object Object],[object Object],[object Object]
The External Customer ,[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
What do Customers Want?
Customers’ Expectations ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
What Is Service? ,[object Object]
[object Object]
[object Object]
[object Object]
[object Object]
Service Quality ,[object Object],[object Object],[object Object]
Quality as… Excellence
Amount of Quality High Low
Subjective Perception ,[object Object],[object Object]
Value Based ,[object Object],Quality Price
Five Dimensions of Service Quality ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tangibles ,[object Object],[object Object],[object Object],[object Object],[object Object]
Reliability ,[object Object]
Responsiveness ,[object Object]
Assurance ,[object Object],[object Object],[object Object],[object Object]
Empathy ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
Evaluating Service ,[object Object],[object Object]
Quality & Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],What is Customer Service ?
 
[object Object],[object Object]
Moment of Joy ,[object Object]
Moment of Misery ,[object Object]
The Reactions ,[object Object],[object Object],[object Object]
[object Object],[object Object]
Why Do Customers Leave ? ,[object Object],Leave Statistics Source: U.S. News & World Report
Some Startling Statistics ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Customer Service - Importance
Types of Customer Service
Reactive ,[object Object],[object Object],[object Object],[object Object]
Proactive ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service Attitude
Customer Service Attitude ,[object Object],[object Object],[object Object],[object Object]
The Choice is YOURS OR
What is Customer Service Attitude? ,[object Object]
Attitude Checklist ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Ten Commandments of Customer Service
1. Know Who The Boss Is ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
2. Be A Good Listener ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
3. Identify & Anticipate Needs ,[object Object],[object Object],[object Object],[object Object]
4. Make Them Feel Important ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
5. Help Customers Understand Systems. ,[object Object],[object Object],[object Object],[object Object]
6. Appreciate The Power Of “Yes” ,[object Object],[object Object],[object Object],[object Object],[object Object]
7. Know How To Aplogise ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
8. Give More Than Expected ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
9. Get Regular Feedback ,[object Object],[object Object],[object Object],[object Object],[object Object]
10. Treat Employees Well ,[object Object],[object Object],[object Object],[object Object]
Handling Complaints
[object Object],[object Object],[object Object],[object Object],[object Object]
L.E.A.R.N.
[object Object],[object Object],[object Object],[object Object],[object Object]
Listen ,[object Object],[object Object],[object Object],[object Object],[object Object]
Empathise ,[object Object],[object Object],[object Object],[object Object]
Apologise ,[object Object],[object Object],[object Object],[object Object]
Respond ,[object Object],[object Object],[object Object],[object Object]
No Delay ,[object Object],[object Object],[object Object]
Don’t Lose Sight of The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees
Questions ?

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