KURSUS EFFECTIVE CUSTOMER SERVICE

What is Customer Service?

• Serving your customers by making them come back to purchase your products.

• What you support before and after they buy or use your products and services.

• Keeping your customers engaged and happy all the time and they tell others about your products and services.

• Managing your stakeholders, brand promise and reputation in order to strategically grow and sustain your company.

What is the best definition of Customer:

• An individual who buys your products

• An individual who buys and promotes your products

• An individual or organization who helps you sustain your business

• An individual or organization who buys and uses your products and services in exchange with money or equivalent

The following are the reasons why Customer Service is so important EXCEPT:

• It is to ensure companies keep their customers happy and enjoyable

• Customers are the backbone of any business

• Retaining customers is ensured

• Giving customers more choices to shop around for services and products

In order to communicate better with your customers, you should ……..:

• Use more words to verbalize your products and services

• Enhance more of your own body language and tone of voice to communicate and attract your customers

• Improve your smile and grooming to ensure you are always attractive to your customers and that they feel good dealing with you

• Have a magnetic charismatic personality and communication skills

What is A.L.O.H.A in engaging and helping your customers?

• Attract > Listen > Oblige > Help > Administer

• Administer > Loosen > On Going > Happy > Assist

• Ask > Listen > Observe > Help > Ask Again

• Attractive > Lively > Optimistic > Helpful > Appealing

What is Brand Promise?

• The promise made by buyers to their customers.

• The management of reputation for companies in dealing with customers.

• The same customer experience is consistently provided by the company.

• The brand chosen by a company and it is communicated through advertisements.

The following is the process of building your own personal brand:

• Communicate > Choose > Enhance > Protect

• Choose > Enhance > Communicate > Protect

• Communicate > Enhance > Protect > Choose

• Choose > Communicate>  Enhance > Protect

Arrange the following channels in the correct order of the top 3 most effective communication channel for customers to reach out to you before and after they buy or use your products/services:

• Online Live Chat > Phone Calls > Mobile Apps

• Phone Calls > Social Media > Web

• Phone Calls > Online Live Chat > Web

• Web > Mobile Apps > Online Live Chat

The RESULT PYRAMID is adopted in Customer Service as the fundamental principle to attract and maintain customers is:

• Positive Customers Experience

• Business Results is key to business sustainability

• Customers Belief that your products are superior

• Actions Speak Louder Than Words

In Customer Service, you adopt the L.A.S.T Method. What does it stand for?

• LIVELY > ATTRACTIVE > SOLUTION – FOCUSSED > TRUSTWORTHY

• LISTEN > APOLOGIZE > SOLVE > THANK

• LIST DOWN > ATTRACT > SERVE > TACTFUL

• LOVE > ACCOUNTABLE > SPECIAL OFFER > THANKFUL