customer service - presentation
DESCRIPTION
TRANSCRIPT
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Customer Service
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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.
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When it’s used.
Assistance in planning Installation Training Troubleshooting Maintenance Upgrading Sales process … Or everything else
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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
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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
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Evaluating customer service.
Customer Satisfaction Survey - CSS
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Net Promoter Score - NPS
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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
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Example of CSS questions
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Statistics.
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Examples of great customer service
Amazon (playstation) Marriott (laptop) Apple (ipad2)
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Opportunities from customer service
Account management Support Sales Customer service team management Customer experience department Customer operations department Marketing department
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Multumesc.Ildiko Csiki