EFFECTIVE CUSTOMER

SERVICE AND IMPROVEMENT

IN PRODUCTIVITY

BY NORGBEY PHILIP BLESSING.

B,SC MARKETING, DIP, PUB ADMIN, DIP, TOUR MGT.

 OUTLINE

• Who is a customer
• Types of customer
• Purpose of customer service
• Skills required to deliver consistent and reliable customer service
• Categories of customer
• The implications of inconsistent customer service
• Conclusions
WHO IS A CUSTOMER?

A customer is an individual or business that purchases the goods or services produced by a

business. Attracting customers is the primary goal of most public-facing businesses,
because it is the customer who creates demand for goods and services. Businesses often
compete through advertisements or lowered prices to attract an ever-larger customer base.
TYPES OF CUSTOMER

• Internal customers
• External customers
Internal customers
Everybody who is directly connected to a business E.g
1. Manager
2. Accountant
3. Secectry. Etc
External customer
They are the people who buy the product that produced by a business or company.
PURPOSE OF CUSTOMER SERVICE

• Customer needs
• Customer wants
Also the action taken by the attendant
1. Before the transaction
2. During the transaction
3. After the actual transactions or delivery of service.
 CUSTOMER SATISFACTION
Customer satisfaction: customer are satisfied when they feel their needs, wants and expectations have
been met and they have received the value their money.
How can satisfy our customers?
1. By providing a reliable products or services
2. Providing extra service
3. Providing value for money
4. Providing information and advice
5. Dealing with problems
SKILL REQUIRE TO DELIVERED A CONSISTENT
AND RELIABLE CUSTOMER SERVICE

1. Patient
2. Attentiveness
3. Knowledge of the products
4. Ability to use positive language
5. Acting skills
6. A calming presence
7. Persuasion skills
8. Willingness to learn. Etc
CATEGORIES OF CUSTOMER

• Talkative customers
• Angry customers
• They know it all customers
• The suspicious customers . Etc
THE IMPLICATIONS OF INCONSISTENT
CUSTOMER SERVICE

Inconsistent or poor quality customer service will seriously damage an organization’s reputation. When a good reputation is lost it’s difficult to
regain it.
Inconsistent customer service will result in
1. Negative feedback from customers
2. A high level of complaints
3. Reduced in footfall – fewer visiting the outlet
4. Reduced sales
5. Bad publicity about the organization in the media
6. Competitor take the larger share of the makert
7. Low profitability
8. Damage to the reputation of organization.
CONCLUSION