Customer Service

CUSTOMER
1. Any person or organization who buy
goods or services with no particular
arrangement with the seller.
CUSTOMER
2. customer can
resell the
product he/she
bought
CONSUMER
any person or
organization who
uses the product
 client
is any person or organization
who buys and pays for service
and has an arrangement with the
seller/organization
 Customer Relationship
Marketing
-strategy that uses a mix of tactics to promote
long-term satisfaction and customer loyalty.
CUSTOMER VALUE
is the perception of
Sulit ba yung what a product or
bayad ko dito? service is worth to a
customer versus the
possible alternatives.
RELATIONSHIP DEVELOPMENT
STRATEGIES
1. Core Service Provision
2. Switching Barriers
3. Relationship bonds
Core Service Provision
switching barriers
switching barriers
switching barriers
switching barriers
switching barriers
Customer Service- The act of providing support
to both prospective and existing customers.

Customers need support before,

during, and after making a sale.
Why is Customer Service Important to a
Company?
1. Front of House:
Customer Service
agents represent
the company to
prospects and
customers alike.
2. Defuse Situations:
Customer Service deals
mostly with negativity
and the need to find a
way to turn this into
positivity in order to
make the customer
happy.
3. Customer Oriented =
Customer Experience:
When a customer is
looking for a product and
more than one vendor can
provide a high-quality
product at a good price
customer service can be
the deciding factor.
4. Reputation Management:
Customer Service agents are
normally the first to hear about faults
in products and can alert
departments to issues before they are
even aware of them themselves.
5. Real-Time
Reviews: On the flip
side of reputation
management, customer
service departments
receive positive reviews
of the business on a
daily basis.
 Examples of
Good Customer
Service

1. Don’t be a Salesperson:
2. Be Honest to Your Customers
3. Provide Great Product Training:
4. Be Approachable and Friendly: