Customer Service


Why Customer Service       Customer Service is how we: Retain Customer Get to Know him Keep in touch with him Try to ensure that he get what he want from us in every aspect of dealing Check that he is getting what we promised .

Be timely and relevant in your contacts with him Make it easy for him to contact you. After the sale. .Customers’ Most Important Requirements     When he enquire about the product. but keep in touch  Trust him and live up to promises. don’t pester him. give him advice promptly and courteously.

Ten Keys of Positive Customer Service The Fresh and New Signal: “Fresh” and “New” are the positive signs to most customers. Cleanliness is also very strong desire of the customer. . The Neat & Clean Test: Your service or product need not to be brand new to convey positive signals. Take a good look at your facility or operation and identify what you can do to provide the strongest “ fresh and new” signal to your customer.

coupled with smile. pleasant faces are no substitute for efficiency. An efficient response.Ten Keys of Positive Customer Service Efficiency: For many customers the time is of the essence. will be the winning combination for pleasing the customer. Fast response is an impression of efficiency. While it is important that staff display warm. friendly attitudes. .

However this is certainly not where reliability should end. Reliability is a combination of all these factors that gives the guest a comfortable feelings that “ this place works” .Ten Keys of Positive Customer Service Reliability: The obvious place to start with reliability is ensuring that the customer’s perception is there and correct when he or she arrives. Reliability means that one staff member says “ it will be done in 15 minutes” that work should be done in 10-12 minutes _____not 30-40 minutes.

Does your operation convey acceptance or do your customers feel as though they are processed. shabby appearance and so on can take a perfectly reliable operation and turn it into a very unacceptable environment for your customers. . Are they viewed as outsiders instead of guests? Does the word “ welcome” still exist in the vocabulary of all your customer contact staff.Ten Keys of Positive Customer Service Acceptability: People like to be accepted. Rude attitude.

Ten Keys of Positive Customer Service Empathy: Not all of your customers arrive in a good mood. Offering customers something that can be identified with you will give your service a recognizable edge. Be sure your staff are trained to deal with difficult guests and are capable to recognizing those who might have just been through a trying experience. Uniqueness: Because you so often hear the expression. . “They are all about the same”. wouldn’t offering some uniqueness make sense? It does not have to be totally different but you should have something that tells your customers.

your customers will know it and react positively.Ten Keys of Positive Customer Service Class: Class has many definitions. . If you have a class. One of the most applicable to the service industry is “The ability to function with grace under pressure”. Class is an attitude that a staff convey to customers when he offer any service. The handling of an irritated customer by an experienced staff can be a demonstration. Class is also a feeling within the property that comes from the employee’s overall esprit de corps.

poor quality products. or what “the system” offers. and inadequate service levels are “ripoff” signals that destroy the opportunity to offer the customer the strongest reason to be your customer ____ value. The opportunity may be nothing more than a discount. . Value: Value is a quality at a fair price. Over pricing.Ten Keys of Positive Customer Service Beat-the-System Offer: Most of the people do not like the regimented environment. One technique in obtaining positive customer reaction is to make sure that your customers at least one opportunity “beat the system” during their visits.

Why Customers Leave     10% Prefer another product or service 10% Leave for reasons unrelated to the product or service such as relocation 15% Are dissatisfied with a particular product or service 65% Don’t like the way they were treated .

如果我们不能照顾好我们的客人 Somebody Else Will.If You Don’t Take Care of Your Customer. 我们将被竞争者所取代 .

Give The Customers A Good Reason To Come Back .

It’s Not Customer Service It’s Customer Help .

.You Can’t Be Number One By Doing What Everybody Else Is Doing.

To Give Real Service. You Must Add Something Which Cannot Be Bought Or Measured With Money And That Is Sincerity And Integrity .

Quality Service Is A Matter Of Trust Between the Company And The Customer .

Service Is Not About Making Promises Or Grand Statements It Is All About Keeping The Promise .

.The Customer’s Perception Of Good Or Bad Service Is The Best Measure Of Your Success Or Failure.

Thank You Adnan A. Khan .

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