CUSTOMER SERVICE

​CUSTOMER SERVICE

By rob winter

Customer service is the support you offer your customers both before and after they buy and use your products or services.

CUSTOMER SERVICE

Listening, understanding your customer's needs, thanking the customer and promoting a positive, helpful and friendly environment 

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​PRINCIPLES OF CUSTOMER SERVICE

The support, assistance, and advice provided by a company to its customers both before and after they buy or use its products or services.

​EXPLANATION OF CUSTOMER SERVICE

​GOOD CUSTOMER SERVICE

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1. Be friendly and empathetic. ...

2. Respond and communicate promptly. ...

3. Know your product or service. ...

4. Listen to your customers. ...

5. Say thank you. ...

6. Get to know your customers. ...

7. Ask for feedback. ...

8. Use the feedback you receive.

remain calm, actively listen to their issue without interruption, show empathy by acknowledging their feelings, and then clearly focus on finding a practical solution. 

​DIFFICULT CUSTOMER

1-Listen to customers' questions and concerns and provide answers or responses.
2-Provide information about products and services. Take orders, calculate charges, and process billing or payments.
3-Review customer accounts and make changes, if necessary.

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​3 RESPONSIBILITIES

Customer service is important because IT...... increases sales, builds customer loyalty, and enhances brand reputation through positive word-of-mouth and referrals.

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​IMPORTANCE OF CUSTOMER

LOYAL CUSTOMERS
IMPULSE CUSTOMERS
DISCOUNT CUSTOMERS
NEEDS BASED CUSTOMERS WANDERING CUSTOMERS

​DIFFERENT TYPES OF CUSTOMERS

LONG WAIT TIMES
RUDE OR UNHELPFUL STAFF
LACK OF FOLLOW UP
INCONSISTENT INFORMATION
UNRESOLVED ISSUES
DIFFICULTY REACHING SUPPORT
GENERAL LACK OF EMPATHY

​POOR CUSTOMER SERVICE

1. Practice active listening. ...

2. Learn to empathise with your customers. ...

3. Use positive language. ...

4. Improve your technical skills. ...

5. Know your products and services. ...

6. Be human. ...

7. Communicate Clearly. ...

8. Be solutions-focused.

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​IMPROVING CUSTOMER SERVICE

TREAT OTHERS AS YOU WOULD WANT TO BE TREATED

​GOLDEN RULE