Customer Service Skills PDF

CUSTOMER SERVICE SKILLS IMPORTANCE OF CUSTOMER SERVICE IN BUSINESS SUCCESS Introduction to Customer Service What is Customer Service? The act of taking care of the customer's needs by providing and delivering positive, professional, helpful, high quality service and assistanc...

CUSTOMER SERVICE SKILLS IMPORTANCE OF CUSTOMER SERVICE IN BUSINESS SUCCESS Introduction to Customer Service What is Customer Service? The act of taking care of the customer's needs by providing and delivering positive, professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. This means that Customer service begins way before the consumption of good or services. Yet again it does not stop unless the customer stops to consume the product or service.  Importance of customer service in business growth & success The goal of any business is to gain customer loyalty. Many companies invest in advertising and marketing to attract customers to their brand, products, and services. The most critical aspect of customer service is keeping the customers. Therefore, the quality of customer service ensures customer satisfaction,  Why offer exceptional customer service? 1. Customers come to you because they have a problem and need you to solve it. 2. Business Growth 3. Customer Knowledge 4. Prevent business failure 5. Retain existing customers 6. Improves the public image and strengthens the brand of the company. 7. Customer retention is less expensive than customer acquisition. 8. It opens doors to new opportunities and partnerships. 9. It extends the life and value of any business. 10. It improves positive employee turnover of the business.  Impact of exceptional customer service on brand reputation and customer loyalty Brand Customer Exceptional loyalty reputation Customer Refers to how a Refers to an Service brand is ongoing positive perceived by the relationship public, between a customer customers, and a business that competitors, and drives repeat stakeholders purchases and customer satisfaction.  Impact of exceptional customer service on brand reputation and customer loyalty Customers receive consistent and exceptional service, and more likely to become loyal brand advocates. Positive interactions with knowledgeable and courteous customer service representatives leave a lasting impression and foster trust. Customers then develop a sense of confidence in the brand and feel valued as customers. This trust translates into repeat business and higher customer retention rates. Loyal customers are more likely to choose the same brand for future purchases, increasing customer lifetime value. Customers then become brand ambassadors, sharing their positive experiences with friends, family, and colleagues, hence customer retention and acquisition (of new ones) through What is customer satisfaction? This is a measure of how well a company’s products, services, and overall customer experience meet customer expectations. It is a result of customer’s subjective evaluation or judgment of the consumption experience What is business profitability? This is ability of a company to use its resources to generate revenues in excess of its expenses.  Recognizing the long-term benefits of building strong customer relationships 1.Increased customer loyalty 2.Cost saving 3.Referrals and word-of-mouth advertising 4.Increased revenue 5.Improved product/services offerings By prioritizing customer relationship management and investing in building lasting customer relationships, businesses can enjoy these benefits and set themselves up for long-term success. Poor vs Great Customer Service (youtube.co m) Watch and discuss on what should have been done better by the service provider  References The impact of exceptional customer service on brand loyalty in today's competitive business landscape. (2023, October 30). LinkedIn. https://www.linkedin.com/p ulse/impact-exceptional-customer- service-brand-loyalty-todays- competitive-tmvfc/ IDENTIFYING CUSTOMER EXPECTATIONS AND NEEDS Customer profiling/User persona  Customer expectations This refers to what a customer wants/envisions to get from a product, service or company. Expectations should meet personalized experience, quick solutions/functionality, short waiting time & reliable self-service among others.  Types of customer expectations 1) Explicit: Defined clear expectations e.g price, size & variety of product. 2) Implicit: Vague assumptions about what doing business with your product/service would be like. 3) Interpersonal: Customer’s expectations for personal interactions with the company team members e.g in person, on phone or chats. 4) Digital: How customer experience handling interactions on your website, email, social platforms. 5) Dynamic performance: Customers expect your product or service to stay relevant over time e.g options for online reservations.  Ways for gathering & analyzing customer’s feedback & preference Customer feedback analysis is the process of evaluating & interpreting feedback given by customers for your product/service. Customer feedback could be gathered through; 1.One-on-one customer interactions 2.Surveys/Questionnaire 3.Emails 4.Interviews 5.Social media 6.Website analytics 7.Reviews  How to put into use these ways for effective customer feedback solutions These tips apply especially in cases where the customer is dissatisfied with the product/service. 1.Gather customer support conversations in one place. 2.Read each one & identify why the customer is frustrated. 3.Look for patterns. 4.Look for the biggest issue e.g the most frequent reason customers are complaining. 5.Prioritize the issue to be fixed next. 6.Fix the issue accordingly with the customer in mind.