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Customer service

All about customer service

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Customer service

  1. 1. Customer Service BY ANGELA IHUNWEZE(080 33 28 04 53)
  2. 2. Topics  Who is a customer?  Whom do you serve?  Identifying your ideal customer  What is customer service?  Benefits of excellent customer service to overall bottom line  Simple techniques for attracting and getting more customers  Wisdom
  3. 3. Who is a customer? A customer, also client, buyer or purchaser is the buyer or user of the paid products of an individual or organization, mostly called the supplier or seller. This is typically through purchasing or renting goods or services.
  4. 4. Who do you serve?  Internal customers; your workers in the business , contractors that supply to your organization  External customers; end-users of your organizations goods and services
  5. 5. Identifying your ideal customer  Understand clearly what you want to sell or the service you render  Identify those who use the services or products you offer through research  Be aware that whatever you sell belongs to an industry  Find out all you need to know about the industry through the associations that are under this industry  Classify all the prospective customers into groups; demographically, geographically, socially e.t.c  Match the consumers groups with your business concept, and see which fits your profile and intended business area of operations?
  6. 6. What is customer service?  Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase  Customer service is exceeding the needs of both internal and external customers
  7. 7. Benefits of excellent customer service to overall bottom line Good customer service is the lifeblood of any business. Your business can offer promotions and slash prices to bring in as many new customers as it wants, but unless they can get some of those customers to come back, the business won’t be profitable for long
  8. 8. Simple Techniques for attracting and getting more customers  Identify what they consumer group you are targeting primary needs are and customize what you offer to address those needs  Research the cost effective ways used by your industry to pass that message across of what you are offering  Word of mouth is the fastest way to attract customers especially through satisfied customers, therefore from inception ensure your goal is always to satisfy your target customers  Encourage referrals from your already existing customers  Address complaints as soon as possible, customers who had their complaints addressed become loyal and go on to be advocates
  9. 9. Wisdom The purpose of a business is to create and keep a customer. If a business successfully creates and keeps customers in a cost- effective way, it will make a profit while continuing to survive and thrive. If, for any reason, a business fails to attract or sustain a sufficient number of customers, it will experience losses. Too many losses will lead to the demise of the enterprise. THANK YOU

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