SlideShare ist ein Scribd-Unternehmen logo
1 von 23
Downloaden Sie, um offline zu lesen
What is Customer Service Chapter 1
Managing  Customer Service “A Customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption in our work, he is the purpose of it. He is not an outsider in our business, he is part of it. We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so”. Mahatma Gandhi
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Understanding the Topic “ Any instance when a customer comes in contact with some aspect of your organization and has an opportunity to form an impression about the quality of service and/or product you provide.” “ customer service is the ability of an organization to constantly and consistently give the customer what they want and need ” “ customer service is any contact, whether active or passive, between a customer and a company, that causes a negative or positive perception by a customer. ”
What  is Customer Service? ,[object Object],[object Object],[object Object]
Understanding Customer Satisfaction ,[object Object],[object Object]
Examples of Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why is excellent customer service rare? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Information Technology ,[object Object],[object Object],[object Object],[object Object],[object Object]
Five needs of every customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
10 step plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
External and Internal Customers ,[object Object],[object Object],[object Object]
External and Internal Customers ,[object Object],[object Object]
External and Internal Customers ,[object Object]
Customer Attributes ,[object Object],[object Object],[object Object],[object Object]
Customer Attributes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Attributes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Attributes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cost of Losing a Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Writing Compliment and Complaint Letters ,[object Object],[object Object]
Writing Compliment and Complaint Letters ,[object Object],[object Object],[object Object],[object Object]
Writing Compliment and Complaint Letters ,[object Object],[object Object],[object Object],[object Object]
Review ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Weitere ähnliche Inhalte

Was ist angesagt?

7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer ServiceSales Progress
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service Newguest665fc089
 
Excellent customer service
Excellent customer serviceExcellent customer service
Excellent customer serviceLorenta Erhabor
 
Customer centricite
Customer centriciteCustomer centricite
Customer centricitenet ambit
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101Clay Staires
 
World Class Service: Creating a Positive Customer Experience
World Class Service: Creating a Positive Customer ExperienceWorld Class Service: Creating a Positive Customer Experience
World Class Service: Creating a Positive Customer ExperienceRasmussen College
 
Customer delight updated
Customer delight updatedCustomer delight updated
Customer delight updatedMansi McArthur
 
The Good, The Bad and The Ugly of Customer Service
The Good, The Bad and The Ugly of Customer ServiceThe Good, The Bad and The Ugly of Customer Service
The Good, The Bad and The Ugly of Customer Servicechrisgrady
 
Customer service-presentation
Customer service-presentationCustomer service-presentation
Customer service-presentationRowdy Mauch
 
Amazon Case Study of Pathetic Service
Amazon Case Study of Pathetic ServiceAmazon Case Study of Pathetic Service
Amazon Case Study of Pathetic ServiceSujay Nair
 
How to write customer service emails
How to write customer service emailsHow to write customer service emails
How to write customer service emailsRik Bhattacharjee
 
How to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott StorickHow to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott StorickScott Storick
 
Customer Service Excellence
Customer Service ExcellenceCustomer Service Excellence
Customer Service Excellenceskluczny13
 

Was ist angesagt? (20)

Customer delight
Customer delightCustomer delight
Customer delight
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer Service
 
About Good Customer Service
About Good Customer ServiceAbout Good Customer Service
About Good Customer Service
 
Exceptional Customer Service Training Course in Lancashire
Exceptional Customer Service Training Course in LancashireExceptional Customer Service Training Course in Lancashire
Exceptional Customer Service Training Course in Lancashire
 
Customer Service New
Customer Service NewCustomer Service New
Customer Service New
 
Customer service
Customer serviceCustomer service
Customer service
 
Excellent customer service
Excellent customer serviceExcellent customer service
Excellent customer service
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service Training
 
Customer Service handbook
Customer Service handbookCustomer Service handbook
Customer Service handbook
 
Customer centricite
Customer centriciteCustomer centricite
Customer centricite
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101
 
World Class Service: Creating a Positive Customer Experience
World Class Service: Creating a Positive Customer ExperienceWorld Class Service: Creating a Positive Customer Experience
World Class Service: Creating a Positive Customer Experience
 
Customer delight updated
Customer delight updatedCustomer delight updated
Customer delight updated
 
The Good, The Bad and The Ugly of Customer Service
The Good, The Bad and The Ugly of Customer ServiceThe Good, The Bad and The Ugly of Customer Service
The Good, The Bad and The Ugly of Customer Service
 
Customer service-presentation
Customer service-presentationCustomer service-presentation
Customer service-presentation
 
Amazon Case Study of Pathetic Service
Amazon Case Study of Pathetic ServiceAmazon Case Study of Pathetic Service
Amazon Case Study of Pathetic Service
 
How to write customer service emails
How to write customer service emailsHow to write customer service emails
How to write customer service emails
 
Service Excellence Syllabus
Service Excellence SyllabusService Excellence Syllabus
Service Excellence Syllabus
 
How to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott StorickHow to Improve your Customer Service Skills by Scott Storick
How to Improve your Customer Service Skills by Scott Storick
 
Customer Service Excellence
Customer Service ExcellenceCustomer Service Excellence
Customer Service Excellence
 

Ähnlich wie John Murtagh Grad Dip Notes

Day One Quality Customer Care
Day One Quality Customer CareDay One Quality Customer Care
Day One Quality Customer Caresunil8888
 
Customer Service introduction
Customer Service introduction Customer Service introduction
Customer Service introduction skillcraft
 
Customer Relationship
Customer RelationshipCustomer Relationship
Customer Relationshiprose4samad
 
Customerservice new 199
Customerservice new 199Customerservice new 199
Customerservice new 199RajThilak
 
Customerservice new ppm
Customerservice new ppmCustomerservice new ppm
Customerservice new ppmkhalosman
 
CUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTIONCUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTIONAmb Steve Mbugua
 
Introduction to customer care and service Customer care & Service.pptx
Introduction to customer care and service Customer care & Service.pptxIntroduction to customer care and service Customer care & Service.pptx
Introduction to customer care and service Customer care & Service.pptxEndalamaw4
 
Introduction to customer care and service
Introduction to customer care and serviceIntroduction to customer care and service
Introduction to customer care and serviceEndalamaw Kindie
 

Ähnlich wie John Murtagh Grad Dip Notes (20)

Day One Quality Customer Care
Day One Quality Customer CareDay One Quality Customer Care
Day One Quality Customer Care
 
Customer Service introduction
Customer Service introduction Customer Service introduction
Customer Service introduction
 
Customer Relationship
Customer RelationshipCustomer Relationship
Customer Relationship
 
Customer First
Customer FirstCustomer First
Customer First
 
Customerserivce
CustomerserivceCustomerserivce
Customerserivce
 
Customerservice new 199
Customerservice new 199Customerservice new 199
Customerservice new 199
 
Customerservice new ppm
Customerservice new ppmCustomerservice new ppm
Customerservice new ppm
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
CUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTIONCUSTOMER EXPECTATION AND SATISFACTION
CUSTOMER EXPECTATION AND SATISFACTION
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Client management
Client managementClient management
Client management
 
IFMA NM Presentation Sept 2009
IFMA NM Presentation   Sept 2009IFMA NM Presentation   Sept 2009
IFMA NM Presentation Sept 2009
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Introduction to customer care and service Customer care & Service.pptx
Introduction to customer care and service Customer care & Service.pptxIntroduction to customer care and service Customer care & Service.pptx
Introduction to customer care and service Customer care & Service.pptx
 
Introduction to customer care and service
Introduction to customer care and serviceIntroduction to customer care and service
Introduction to customer care and service
 
ICSA Presentation Sept 2010
ICSA Presentation   Sept 2010ICSA Presentation   Sept 2010
ICSA Presentation Sept 2010
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Sanmit (Customer Service)
Sanmit (Customer Service)Sanmit (Customer Service)
Sanmit (Customer Service)
 
Sanmit (Customer Service)
Sanmit (Customer Service)Sanmit (Customer Service)
Sanmit (Customer Service)
 
Delivering Consistent National Brand Service At Multiple Locations - ICSA Pr...
Delivering Consistent National Brand Service At Multiple Locations - ICSA  Pr...Delivering Consistent National Brand Service At Multiple Locations - ICSA  Pr...
Delivering Consistent National Brand Service At Multiple Locations - ICSA Pr...
 

Mehr von IBAT College

Adrienne Gallagher Notes
Adrienne Gallagher NotesAdrienne Gallagher Notes
Adrienne Gallagher NotesIBAT College
 
Helen Mc Glew Notes
Helen Mc Glew NotesHelen Mc Glew Notes
Helen Mc Glew NotesIBAT College
 
James O Connor Notes
James O Connor NotesJames O Connor Notes
James O Connor NotesIBAT College
 
John Murtagh Hetac Notes
John Murtagh Hetac NotesJohn Murtagh Hetac Notes
John Murtagh Hetac NotesIBAT College
 
John Murtagh Supervisory Mang Notes
John Murtagh Supervisory Mang NotesJohn Murtagh Supervisory Mang Notes
John Murtagh Supervisory Mang NotesIBAT College
 
Keith Whitford Notes
Keith Whitford NotesKeith Whitford Notes
Keith Whitford NotesIBAT College
 
Lisa Donaldson Notes
Lisa Donaldson NotesLisa Donaldson Notes
Lisa Donaldson NotesIBAT College
 
Lorraine Ryan Notes
Lorraine Ryan NotesLorraine Ryan Notes
Lorraine Ryan NotesIBAT College
 
Martin Quinn Notes
Martin Quinn NotesMartin Quinn Notes
Martin Quinn NotesIBAT College
 
Morgan Campbell Notes Dtp
Morgan Campbell Notes DtpMorgan Campbell Notes Dtp
Morgan Campbell Notes DtpIBAT College
 
Olivia Edge Hr Notes
Olivia Edge Hr NotesOlivia Edge Hr Notes
Olivia Edge Hr NotesIBAT College
 
Paul Lydon Notes Acca F9
Paul Lydon Notes Acca F9Paul Lydon Notes Acca F9
Paul Lydon Notes Acca F9IBAT College
 
Morgan Campbell Advanced Dtp Notes
Morgan Campbell Advanced Dtp NotesMorgan Campbell Advanced Dtp Notes
Morgan Campbell Advanced Dtp NotesIBAT College
 

Mehr von IBAT College (15)

Adrienne Gallagher Notes
Adrienne Gallagher NotesAdrienne Gallagher Notes
Adrienne Gallagher Notes
 
Helen Mc Glew Notes
Helen Mc Glew NotesHelen Mc Glew Notes
Helen Mc Glew Notes
 
James O Connor Notes
James O Connor NotesJames O Connor Notes
James O Connor Notes
 
John Murtagh Hetac Notes
John Murtagh Hetac NotesJohn Murtagh Hetac Notes
John Murtagh Hetac Notes
 
John Murtagh Supervisory Mang Notes
John Murtagh Supervisory Mang NotesJohn Murtagh Supervisory Mang Notes
John Murtagh Supervisory Mang Notes
 
John Rowley Notes
John Rowley NotesJohn Rowley Notes
John Rowley Notes
 
Keith Whitford Notes
Keith Whitford NotesKeith Whitford Notes
Keith Whitford Notes
 
Lisa Donaldson Notes
Lisa Donaldson NotesLisa Donaldson Notes
Lisa Donaldson Notes
 
Lorraine Ryan Notes
Lorraine Ryan NotesLorraine Ryan Notes
Lorraine Ryan Notes
 
Mark Dean Notes
Mark Dean NotesMark Dean Notes
Mark Dean Notes
 
Martin Quinn Notes
Martin Quinn NotesMartin Quinn Notes
Martin Quinn Notes
 
Morgan Campbell Notes Dtp
Morgan Campbell Notes DtpMorgan Campbell Notes Dtp
Morgan Campbell Notes Dtp
 
Olivia Edge Hr Notes
Olivia Edge Hr NotesOlivia Edge Hr Notes
Olivia Edge Hr Notes
 
Paul Lydon Notes Acca F9
Paul Lydon Notes Acca F9Paul Lydon Notes Acca F9
Paul Lydon Notes Acca F9
 
Morgan Campbell Advanced Dtp Notes
Morgan Campbell Advanced Dtp NotesMorgan Campbell Advanced Dtp Notes
Morgan Campbell Advanced Dtp Notes
 

Kürzlich hochgeladen

AUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptxAUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptxiammrhaywood
 
How to Filter Blank Lines in Odoo 17 Accounting
How to Filter Blank Lines in Odoo 17 AccountingHow to Filter Blank Lines in Odoo 17 Accounting
How to Filter Blank Lines in Odoo 17 AccountingCeline George
 
UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024UKCGE
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and stepobaje godwin sunday
 
Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.EnglishCEIPdeSigeiro
 
M-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxM-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxDr. Santhosh Kumar. N
 
Practical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptxPractical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptxKatherine Villaluna
 
What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?TechSoup
 
CAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptxCAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptxSaurabhParmar42
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfMohonDas
 
How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17Celine George
 
Latin American Revolutions, c. 1789-1830
Latin American Revolutions, c. 1789-1830Latin American Revolutions, c. 1789-1830
Latin American Revolutions, c. 1789-1830Dave Phillips
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptxSandy Millin
 
Quality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICEQuality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICESayali Powar
 
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfP4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfYu Kanazawa / Osaka University
 
Ultra structure and life cycle of Plasmodium.pptx
Ultra structure and life cycle of Plasmodium.pptxUltra structure and life cycle of Plasmodium.pptx
Ultra structure and life cycle of Plasmodium.pptxDr. Asif Anas
 
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRADUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRATanmoy Mishra
 
Practical Research 1: Lesson 8 Writing the Thesis Statement.pptx
Practical Research 1: Lesson 8 Writing the Thesis Statement.pptxPractical Research 1: Lesson 8 Writing the Thesis Statement.pptx
Practical Research 1: Lesson 8 Writing the Thesis Statement.pptxKatherine Villaluna
 
In - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptxIn - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptxAditiChauhan701637
 

Kürzlich hochgeladen (20)

AUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptxAUDIENCE THEORY -- FANDOM -- JENKINS.pptx
AUDIENCE THEORY -- FANDOM -- JENKINS.pptx
 
How to Filter Blank Lines in Odoo 17 Accounting
How to Filter Blank Lines in Odoo 17 AccountingHow to Filter Blank Lines in Odoo 17 Accounting
How to Filter Blank Lines in Odoo 17 Accounting
 
UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024UKCGE Parental Leave Discussion March 2024
UKCGE Parental Leave Discussion March 2024
 
General views of Histopathology and step
General views of Histopathology and stepGeneral views of Histopathology and step
General views of Histopathology and step
 
Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.Easter in the USA presentation by Chloe.
Easter in the USA presentation by Chloe.
 
M-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptxM-2- General Reactions of amino acids.pptx
M-2- General Reactions of amino acids.pptx
 
Practical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptxPractical Research 1 Lesson 9 Scope and delimitation.pptx
Practical Research 1 Lesson 9 Scope and delimitation.pptx
 
What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?What is the Future of QuickBooks DeskTop?
What is the Future of QuickBooks DeskTop?
 
Personal Resilience in Project Management 2 - TV Edit 1a.pdf
Personal Resilience in Project Management 2 - TV Edit 1a.pdfPersonal Resilience in Project Management 2 - TV Edit 1a.pdf
Personal Resilience in Project Management 2 - TV Edit 1a.pdf
 
CAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptxCAULIFLOWER BREEDING 1 Parmar pptx
CAULIFLOWER BREEDING 1 Parmar pptx
 
HED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdfHED Office Sohayok Exam Question Solution 2023.pdf
HED Office Sohayok Exam Question Solution 2023.pdf
 
How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17How to Add Existing Field in One2Many Tree View in Odoo 17
How to Add Existing Field in One2Many Tree View in Odoo 17
 
Latin American Revolutions, c. 1789-1830
Latin American Revolutions, c. 1789-1830Latin American Revolutions, c. 1789-1830
Latin American Revolutions, c. 1789-1830
 
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
2024.03.23 What do successful readers do - Sandy Millin for PARK.pptx
 
Quality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICEQuality Assurance_GOOD LABORATORY PRACTICE
Quality Assurance_GOOD LABORATORY PRACTICE
 
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdfP4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
P4C x ELT = P4ELT: Its Theoretical Background (Kanazawa, 2024 March).pdf
 
Ultra structure and life cycle of Plasmodium.pptx
Ultra structure and life cycle of Plasmodium.pptxUltra structure and life cycle of Plasmodium.pptx
Ultra structure and life cycle of Plasmodium.pptx
 
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRADUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
DUST OF SNOW_BY ROBERT FROST_EDITED BY_ TANMOY MISHRA
 
Practical Research 1: Lesson 8 Writing the Thesis Statement.pptx
Practical Research 1: Lesson 8 Writing the Thesis Statement.pptxPractical Research 1: Lesson 8 Writing the Thesis Statement.pptx
Practical Research 1: Lesson 8 Writing the Thesis Statement.pptx
 
In - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptxIn - Vivo and In - Vitro Correlation.pptx
In - Vivo and In - Vitro Correlation.pptx
 

John Murtagh Grad Dip Notes

  • 1. What is Customer Service Chapter 1
  • 2. Managing Customer Service “A Customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption in our work, he is the purpose of it. He is not an outsider in our business, he is part of it. We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so”. Mahatma Gandhi
  • 3.
  • 4. Understanding the Topic “ Any instance when a customer comes in contact with some aspect of your organization and has an opportunity to form an impression about the quality of service and/or product you provide.” “ customer service is the ability of an organization to constantly and consistently give the customer what they want and need ” “ customer service is any contact, whether active or passive, between a customer and a company, that causes a negative or positive perception by a customer. ”
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.

Hinweis der Redaktion

  1. Define a customer first Difference between internal and external customers ? What do we mean by “good” customer service ? Good for whom ? Example of a company with outstanding customer service – for either good reasons or bad. Examples given included Eircom, Ryanair, Car Service, City Jet, Skerries Hospitality (pubs/restaurants) Evaluate the cost of change – inflexibility and elasticity of customer movement – particularly relevant for high value, low margin business. When does good customer service make you money ? Lose 1 customer in retail banking. Lifetime banking requirement = 30K PA x 40 years = €3,144,588 (4% CAG) Margin to the bank on this activity = 100 BP = €31,445 Lose 1 customer in Corporate Banking 10 years turnover = €10,000,000 x 100 BP = €100,000
  2. Stats 10% of uncomplaining customers with a complaint will ever by from you. 20% of complaining customers with an unresolved complaint 90% of complaining customers whose complaint is resolved.