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About good customer_service_170

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RajThilak
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The Bridge to Our Customers Customer Delight
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
YOU as a customer… Share an experience of Good Customer Service
YOU as a customer… Share an experience of Bad Customer Service
Who are Customers? ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Who are Customers?
Facts about Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Facts about Customers
Why Customers leave? Others Product Dissatisfaction Better Prices Elsewhere Poor Service
What qualities are important to our customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Customer Service
Customer Service - GUEST ,[object Object],[object Object],[object Object],[object Object],[object Object]
Good, Bad, & Excellent Service
Good Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives
Bad Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives
Excellent Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives +
Types of Customers ,[object Object],[object Object]
Internal Customer ,[object Object],[object Object],[object Object]
External Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]
Moment of Truth ,[object Object],[object Object],[object Object],[object Object]
Moment of Truth ,[object Object],[object Object]
The Service-Profit Chain Good Service – Satisfied Customers Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees
Customer Centricity
Customer Delight ,[object Object],[object Object],[object Object],[object Object]
Complaint Handling ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],Complaint Handling
Different Customers & Handling them
Angry Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]
Demanding Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Passive Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],The Killer Word
Tips for Good Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Tips for Good Customer Service
Questions

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Hinweis der Redaktion

  1. Break the group into teams