AGENDA :

1. Introduction .

2. Seven steps to a successful customer service system .

3. How to care for your customers ?

4. 15 ways to keep your customers for life .

5. 10 commandments of superior customer service and retention .

6. Customer service self assessment .

Introduction :

1. The importance of customer satisfaction .

2. Customer satisfaction :one, two three

First, service is marketing and management tool for your business .

Next , develop system for our company that is easy to our customer to use .

Last, design customer keeping programs.

Seven steps to a successful customer service system :

1. Total management commitment .

2. Get to know your customer .

3. Develop standards of quality service performance .

4. Recruit , train and reward good staff .

5. Reward self accomplishments .

6. Stay close to your customers .

7. Work towards continuous improvements .

How to CARE for your customers ?

Credible

Accessible

Reliable

Excellent

15 ways to keep your customers for life :

1. Create a service oriented culture .

2. Easily accessible service system .

3. Design flexibility into your service system .

4. Identify customer values , beliefs and standards .

5. Identify lifetime value of each customer .

6. Know what your customer need , want & expect.

6. Make customer feel important .

7. Let customer know you care .

8. Don’t make customer pay for service .

9. Be fair and consistent .

11.Compete on benefits , not products or prices

12.Know the cost of losing customer .

13.Rapport is the key to successful communication .

14.Go the extra mile .

15.Smile

10 commandments of superior customer service and retention :

1.The customer is the most important person in the company .

2.The customer is not dependent on you – you are dependent on the customer . You work for the customer

3.The customer is not an interruption of your work . The customer is the purpose of your work .

5.The customer is as much a part of your business as any

thing else , including stock , employees and your

facility. If you sold the business, the customers would

go with it .

6.The customer is not a cold statistic . The customer is

person with feelings and emotions , just like you .Treat the customer better than you would want to

be Treated .

4.The customer does you a favour by visiting or phoning your business . You are not doing customers a favour by serving them .

8. It is your job to satisfy the needs ,wants and

expectations Of your customers and, whenever

possible , resolve their fears and complaints .

9. The customer deserves the most attentive .

Courteous and Professional treatment you can provide.

7. The customer is not someone to argue with or match with

10. The customer is the lifeblood of your business .

Always remember that without customers , you would

not have a business . You work for the customer .

Customer service self-assessment :

1 2 3 4 5

Never Rarely Sometimes Usually Often

1. I accept people without judging them .

2. I show patient , courtesy and respect to people regardless of their behavior towards me .

3. I maintain my composure and refuse to become

irritated when coping with an irate person .

4. I treat people as I want them to treat me .

5. I help other to maintain their self-esteem . even when the situation requires negative feedback .

6. I don’t become defensive when interacting with another person , even if their comments are directed at me .

7. I realize that my attitude towards myself and others affects the way I respond in any given situation .

8. I realize that each person believes his problem is the most important and urgent thing in the world at this time , and I try to help them resolve it immediately .

9. I treat everyone in a positive manner , regardless of how they look, dress, or speak .

10. I view every interaction with another person as a “golden moment” , and I do everything in my power to make it a satisfactory and win – win situation for both of us .

REF., KEEPING CUSTOMERS FOR LIFE (RICHARD F GERSON )