Customer Service BY

JATINDER KAUR SIDHU , SANDEEP KAUR

Objective

Understand the importance of customer service

Handle the different type of customer Practice complaint handling

Why Customer Leave

Price9%

Poor Customer Service

69%

Product Dis-sats-faction13%

Other9%

What does the customer desire

Friendliness Empathy Fairness Participation information

Customer service standards

Acknowledge Connect Thank

Acknowledge

Smile Eye contact Professional appearance Friendly verbal greeting

Connect

Use names Give information Solve problems Check for satisfaction Listen

Thank

Invite return Express appreciation Share information Found farewell

Good customer service results in

Continued success Increased profits Higher job satisfaction Improved company Better teamwork Market expansion of services/ products

Difference between Good & Bad

Good Customer Service

Bad Customer Service

Excellent Customer Service

In case of difficult customer

All you need to do is L.A.U.G.H Listen Apologize Understand Give Help

Three Important Keys

To Have

Take a deep breath , sometimes they don’t know , so you have teach them

SAY …….. Please

Otherwise you may sound demanding and impatient

AND….. …. Thank You

Because everyone likes to be thanked !