Customer Service - presentation

Customer Service

What’s customer service.

Customer service is the provision of service to customers before, during and after a purchase.

Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.

When it’s used.

Assistance in planning Installation Training Troubleshooting Maintenance Upgrading Sales process … Or everything else

What customer representatives do.

Listen and respond to customers’ needs and concerns Provide information about products and services Review or make changes to customer accounts Handle complaints Take insights about customers Research answers or solutions as needed

Why (great) customer service is important.

Increases sales Increases public image and reputation Survival in terms of competition Satisfied customers Return business, more business, new business Repeat business and customer loyalty

Evaluating customer service.

Customer Satisfaction Survey - CSS

Net Promoter Score - NPS

First Contact Resolution - FCR

Reduce operating cost Improve customer satisfaction Increase opportunities to sell Improve employee satisfaction Reduce customers at risk Identify customer contact trends and fix issues quickly Uncover true call reason and type to inform improvement

campaigns

Example of CSS questions

Statistics.

Examples of great customer service

Amazon (playstation) Marriott (laptop) Apple (ipad2)

Opportunities from customer service

Account management Support Sales Customer service team management Customer experience department Customer operations department Marketing department

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