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Customer Service Essentials and Strategies

Module 1 focuses on customer service, covering its philosophy, customer needs, and types of customers. Objectives include understanding customer service, achieving service quality, and building customer loyalty. The module emphasizes the importance of classifying customers and addressing their specific needs to enhance satisfaction and loyalty.

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ramymacman
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44 views14 pages

Customer Service Essentials and Strategies

Module 1 focuses on customer service, covering its philosophy, customer needs, and types of customers. Objectives include understanding customer service, achieving service quality, and building customer loyalty. The module emphasizes the importance of classifying customers and addressing their specific needs to enhance satisfaction and loyalty.

Uploaded by

ramymacman
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Module 1

Customer Service
Module 1 Agenda
■Customer Service philosophy

■Customer needs

■Customers Categories and Classification

■Different types of customers

■Building Customer Loyalty


Module 1 Objectives
By the end of this module you will be able to:
■Have a good understanding of Customer Service
■Identify Customer needs
■Achieve Service quality
■Classify and categorize your customers
■Deal with customer enquiries in a friendly and professional manner
■Know how to deal with different types of customers
■Develop an attitude of ‘ownership’ when dealing with customer queries
■Project a positive image with each call
■Build customer loyalty
■Wow customers
The Evolution of Service Industry
Customer-Centric Service

Customer Care

Customer Service
What is Customer Service?
■ The activities that support orders, including application, advice,
configuration, order processing, handling, post-sale communication and
special services. The primary objective of customer service is to increase
customer satisfaction, operational efficiency and customer loyalty.

■ A series of activities designed to enhance the level Of Customer


satisfaction before, during, and after a purchase.
Customer Needs

-Ask attendees about their favorite food place? And why?


-Discuss their answers.
- Accordingly, draw a table on the board containing the 3 CST needs
and start categorizing.
What do Customers need?
Reliability Situation
al
Service Factors
Responsiveness Quality
- Time
Assurance
Customer
Satisfactio
Empathy n
Product
Quality
Tangibles

Personal
Price Factors
The Equation

Customer Service = Added Value


Classify and categorize your customers
■ The most important way to provide an excellent service is to
classify your customer, in order to
deliver your services to him in
the way that he likes.
How to deal with different types of
Customers?
■ First time Customer

■ Hesitated Customer

■ Angry Customer
How to deal with a different type of
Customers?
■ Expert Customer

■ worried Customer

■ Happy customer

■ Super User
■ Satisfied CST
■ Dissatisfied CST
How to gain the Customer Loyalty?

■ Build a base of TRUST with him; Honesty is the most important point
to deal with a customer.

■ Meet the customer needs and expectations, and always put yourself in
his situation (happiness and anger).
How to gain the Customer Loyalty?

■ Feedback: keeping your customer aware of his business status, by


providing him with the correct feedback, makes the customer feels relax,
and using our services is an added value for his business.

■ Try to remember his special events (if it’s possible), and send him a
greeting card.
Questions

Thank you

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