1. KNOWING YOUR CUSTOMERS
Types of customers
There is not just one type of customer who enters
your business. Identifying the different types of
customers can help in the way you communicate
and serve them.
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2. TYPES OF CUSTOMERS
• Loyal customers
• Discount customers
• Impulsive customers
• Need based customers
• Wandering customers
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3. IDENTIFYING CUSTOMER
EXPECTATIONS
Identifying Customer Expectations
• It can be very challenging to know precisely what
those expectations might be. The best course of
action is to question your customer directly as to
whether they have something in mind.
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4. MEETING CUSTOMER EXPECTATIONS
Customers expect certain things when they walk into
a business
• The quality of your customer service is almost wholly
determined by your ability to meet your customer
expectations. You can have the greatest service
team, but if your customers perceive their needs
are not being met, your service reputation suffers.
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5. CUSTOMERS EXPECT
• Fast, efficient and accurate service
• High quality products at a competitive price
• Friendly, helpful service staff to provide information
and answer questions
• Prompt responses to their inquiries
• Sufficient stock to meet their needs without long
waits
• A clean facility and easy to navigate facility
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6. DO’S AND DON’TS
• Everybody has bad days (including service
providers and customers), and you can’t please
everyone. Here are a few tips to avoid bad
customer service experiences.
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7. DON’TS
• Let things get unprofessional, ever.
• Don’t raise your voice
• Use bad language
• Make comments on a persons nationality or
appearance that may be offensive
• Remember you are representing your entire
company
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8. DON’TS
• Go back on your word. If you have made a promise
you need to reasonably keep it to avoid future
problems. Customers may view this as lying and it
may damage the business’s reputation.
• Make sure you involve a manager or co-worker if
you find yourself in a difficult situation where you are
not qualified to make a decision
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9. DON’TS
• Blame your colleagues.
• To the customer it’s not important who made the
mistake, to them the company made the mistake.
• We all make mistakes and there is always a solution.
It’s best to work as a team to find a solution and not
blame an individual.
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10. DO’S
Build a culture of the Customer Service Experience:
Now, more than ever, customers want to feel special,
pampered and valued. There is a lot of
competition. Make sure everyone from reception
to IT to sales knows how to get your customers the
help they need.
• The customer may not always recognise a staff
member is from a different department, so all staff
need an understanding of where to get assistance
if required.
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11. DO’S
• Always follow through: Deliver on all promises and
be reliable. If you say you are going to do it, do it.
• Think of ways to “convenience” people: Always
have in mind that each new person who enters
your business is valuable and do your best to make
the experience easy and helpful
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