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1 September 2003customer service Who are customers? Internal –All those who rely on you completing your task External –All who pay your company for goods.

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Presentation on theme: "1 September 2003customer service Who are customers? Internal –All those who rely on you completing your task External –All who pay your company for goods."— Presentation transcript:

1 1 September 2003customer service Who are customers? Internal –All those who rely on you completing your task External –All who pay your company for goods or services

2 1 September 2003customer service What is customer service? All value-added features –Covers: Attitude of staff Policies Service Product knowledge Communication Courtesy Quality Customer service is different things to different people

3 1 September 2003customer service What is good customer service? Good customer service is service that meets and exceeds the customer’s expectations $

4 1 September 2003customer service What does good customer service do? Creates a win/win situation Maintains and improves customer relationships Benefits the customer and the company

5 1 September 2003customer service The cycle of good customer service If you are good to your customer, they’ll keep coming back because they like you. If they like you, they spend more money If they spend more money, you want to treat them better If you treat them better, they keep coming back

6 1 September 2003customer service Benefits of Good Customer Service CustomerCompanyStaff Pleasant business experience Increased efficiency & effectiveness A trusted place to do business Referral for next type of business Return business Increased profit Differentiates business Gives competitive edge Increase efficiency & effectiveness Job satisfaction Increased self esteem Possibility to share in increased profits Effective customer service is a benefit for everyone

7 1 September 2003customer service How is good customer service achieved? 1.Know your company’s objectives What does the company want to achieve? What is the reality? What needs to change? 2.Know what your customers want Ask the customer what they want Find the most important 3 things Relate it to the company’s objectives 3.Deliver the vision PLUS 1% Find one small, instant change & do it Change what is delivered & how it is delivered Know what criteria your customers will use to judge you & exceed it by 1% 4.Establish procedures & standards 20% = people, 80% = procedures to make it happen Check with your customers regularly Create “templates” & standards for service”

8 1 September 2003customer service Let’s Review Customers are both paying external people & staff who rely on you Customer service is all value added features & is valued differently for each customer Good customer service is meeting and exceeding customer’s expectations Good customer service benefits the customer, the company and the staff Good customer service is achieved by: –Knowing your company’s goals –Knowing what your customers expect –Creating a vision & adding 1% –Create standards & procedures to maintain this


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