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More information  Visit this website for more information  your-body-language-asset-or-enemy/

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Presentation on theme: "More information  Visit this website for more information  your-body-language-asset-or-enemy/"— Presentation transcript:

1 More information  Visit this website for more information  your-body-language-asset-or-enemy/ your-body-language-asset-or-enemy/

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

8 Video  Watch this video: 


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