Customer service quality.pptx1
Download as PPTX, PDF
1 like375 views
This document discusses the importance of quality customer service. It outlines key aspects of customer service including identifying customer needs, effective communication, meeting and exceeding expectations, and satisfying customers. It also discusses the importance of customer retention, upselling opportunities, lifetime customer value, and revenue from the existing customer base for businesses. Finally, it identifies several elements of quality service including reliability, tangibility, empathy, responsiveness, and assurance.
Customer service quality.pptx1
- 1. CUSTOMER SERVICE QUALITY The Customer has never been more Important
- 2. Identifying customer condition and establishing rapport. Determining customer needs and expectations Effective communication techniques. Meeting and exceeding customer needs and expectations. Satisfying customers in comfortable and difficult conditions. Introduction To Customer Service Quality
- 3. Learn to identify and analyze customer needs and problems. Recognize the most common reasons for customer complaints. Discover techniques to cultivate and maintain special customer relationships. Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems Key Strategic
- 4. Customer retention Upselling opportunities Lifetime value of a customer Revenue from the customer base Importance Of Customer Service
- 5. Competencies Customer Service Customer Sensitivity Decisiveness Energy Flexibility Follow-up Impact Initiative Integrity Quality Communication Job Knowledge Judgment Motivation To Serve Persuasiveness/Sales Planning Resilience Situation Analysis Work Standards
- 6. Reliability Tangibility Empathy Responsiveness Assurance 5 Elements of Quality Service
- 8. Improving the customer experience Reducing customer effort Delivering on the promise( Reducing frustration) Increasing customer loyalty By reducing customer effort we Increase customer loyalty Customers Needs, Wants & Value
- 9. Focus on effort to satisfy customers needs and achieve the organization's goal Built a long term strong relationships with the customers Deliver an outstanding service for customers at every touch point Customers Needs, Wants & Value
- 10. Value the Customer Needs Implement Service Standard Teach Quality Service Skill Change Attitude & Behaviors Product Quality & Price Select Service Driven Employees Implement Customer Service Survey Customer Satisfaction