2. Learning Objectives
After completing this module you will able to :
• Define the customer service (CS).
• Explain the Importance of CS.
• Challenges in CS
• How to improve CS.
3. What is customer service?
CS is the service provided to
customers before, during and
after buying or using its
products/services.
The assistance & guidance
provided by a company to
those people who buy or use
its products/services.
4. “
”
It is six to seven times more expensive to attract a new
customer than it is to retain an existing one.
Think Jar
5. Importance of CS
• It generates new customers. A great CS reputation is a powerful
differentiator in a competitive market where consumers have a lot of
product/service options (E.g. Dell).
• It generates return business. A happy customer is much more likely to
come back & buy.. In fact, 58% of consumers are willing to spend more on
companies that provide excellent CS (e.g. ICICI & HDFC).
• It generates referral business - 87% of customers will share a good
experience with others ( e.g. Shell Petrol ).
6. Statistics
SL No Percentage Effect Reason
1 66% Switch to new co. Bad service
2 58% Newer use again Negative experience
3 60% Higher Expectation Not satisfied
4 63% Co. Spend more on CS
1 41b $ Loss by US Co. Poor CS
7. Challenges in CS
• Poor infrastructure (Slow internet, Printer issue, System slow).
• Less manpower.
• Untrained manpower.
• Out dated technologies ( Require advance software for quick response).
• Less investment (Support function).
• Lack of interest in regular improvements.
9. Essential skills/Solutions
• Listen to your customers.
• Prompt responses & quick solutions.
• Remember your promises.
• Take all complaints as an opportunity
to improve.
• Train your staff.
• Accept your mistakes.
• Go the extra mile to make your
customers happy.
10. Conclusion
Best CS is all about taking care of your
customers, making them feel
special, efficiently resolving their
grievances and keeping your promises.
Bring joy & positivity in your
interactions with customers. Remember
service with a smile never goes out of
style!
