customer service. marketing presenations

ppt

1. Introduction to customer care and service Prepared by Endalamaw K By Muhannad Rabaty MSc Pharmaceutics

2. Introduction There is only one boss: the customer. And he or she can fire everybody in the company from the chairman down, simply by spending their money somewhere else. (Sam Walton, founder of Wal-Mart)

3. What does customer mean?

4. Definition of Customer A person /company that buys good or services A person who buys, especially on a regular basis

5. Service It is anything of value other than physical goods, which one person or organization provides to another person or organization in exchange for something. Service is the work of dealing with customers . A service is any act or performance that one party can offer to another that is essentially intangible

6. Service Services are economic activities that create value and provide benefits for customers at specific times and places Services are deeds, processes, and performances.

7. Customer Service Customer service is often seen as an activity, performance measurement and a philosophy. That is why, generally speaking, one single definition of customer service does not exist. However, there are some definitions of customer service in use today:

8. definitions of customer service in use today: CS is the ability to provide a service or product in the way that it has been promised." " CS is about treating others as you would like to be treated yourself." "CS is an organization's ability to supply their customers' wants and needs." "CS is a phrase used to describe the process of taking care of our customers in a positive manner."

9. definitions of customer service in use today: "Customer Service is any contact between a customer and a company that causes a negative or positive perception by a customer.” "Customer service is a proactive attitude that can be summed up as: I care and I can do.” It includes all contacts with the customer either face-to-face or indirect contact.

10. why we need to study customer care & services?

11. Types of customers There are two types of customers in a broad sense- ours and our competitors ’. Often we disregard our competitors’ customers for a variety of reasons; for example we criticize them by stating that they ‘only buy on price’ and are not sophisticated to appreciate enough the ‘quality’ of our organization.

12. Types of customers In fact, data have demonstrated that the major reasons why customers leave organizations are service based, not price. We should never dismiss our competitors’ customers.

13. Types of customers Our customers come in three types: Dissatisfied: in danger of defecting to the competition at any time. Satisfied: willing to stay until something better comes along. Delighted: with needs and expectations exceeded on a continual basis. These customers are loyal and singing our phrases to the world.

14. Types of customers Explain/justify this theory after 5 minutes discussion?

15. Going Beyond products Customer service should go beyond products. In today's volatile business world and challenging economy, retaining customers is critical to our success. Customers have choices if we don't give customers some good reasons to stay, competitors will give them a reason to leave.

16. Some Facts and Figures It is far less expensive to cultivate an existing customer base and sell more services to them than to seek new ones. the average organization loses 50% of its customers every five years; and the cost of replacing them can be six to seven times more expensive than winning them in the first place. (Harvard Business Review, p-117).

17. Some Facts and Figures Studies have proven that a mere 5% increase in customer retention can result in profit increases of at least 20% repeat customers spend an average of 67% more than new customers.

18. Some Facts and Figures In summary, "real" customer service can increase customer retention and satisfaction and most importantly, drive profits.

19. What customers really want ? What customers really want can be divided into two areas. Firstly - they want the core service of your business to meet their needs. Example: If you say you're an accountant, then they expect you to resolve their tax details.

20. What customers really want ? Secondly - They also expect your product or service to represent value for money . Example: If I buy an expensive pair of winter boots, I expect them to keep out the cold and wet and also look good

21. six secrets of customer service What customers really want and what will make them loyal to your business: “ Our greatest asset is the customer! Treat each customer as if they are the only one!”- Laurice Leitao

22. six secrets of customer service Warm and friendly responses They want to feel important They want to be listened to Someone to know their name Flexibility

23. 6. Recovery When things go wrong, customers want you to solve their problems quickly . They don't want to hear excuses or whom to blame or why it happened; they just want it fixed fast. Customers will often judge the quality of your service by the way you recover. They will even forgive your mistakes if you recover well.