Introduction to Customer Service Slidess
- 1. The Importance of Customer Service Issue that matters Rasila Abdullayeva
- 2. What is customer service KEY POINT : Our sales and profitability depends on keeping our customers happy. All interactions between a customer and a product provider at the time of sale, and thereafter
- 3. The advantages of good service: Increases customer purchases in size and frequency More customer referrals and recommendations to new customers Builds your business reputation; reduces complaints and problems
- 4. Mutual Advantages Customers benefit because the business is providing a service that meets their needs The Business benefits because satisfied customers are likely to be repeat customers
- 5. Understand your customers • Who they are • What they buy • Why they buy it • What they expect of you
- 6. Customer care to increase sales: Using existing customer relationships Cross- selling and up- selling Newsletters –alerting customers about updates
- 7. Customer feedback Customer feedback is a great instrument for developing product that is served TOOLS - questionnaires - in person - over the phone - by mail - social media
- 8. Customer Loyalty For keeping existing customers we need to built loyalty programs. With loyalty program advantages our customer will choose us rather then other company. We can offer discounts, extra services, prizes and etc. (taking account the length of relationship with existing customer)
- 9. Customer Complaints Never be dissmissive of your customer’s problem- EVEN if you’re convinced you’re not at fault Your method of dealing with customer problems is a way to stay AHEAD of your competitors If you handle the complaint successfully, your customer is likely to prove more LOYALTY than others
- 10. SATISFIED CUSTOMERS will contribute to your business for years: - through their purchases - through recommendations - through referrals of your business
- 11. Thank you!