Importance Of Good Customer Service Edu Ppt

Slide 1

This slide covers information regarding reasons why customer service is important to businesses. The reasons are customer service helps in increasing revenue, to build a better reputation, customer retention, and satisfaction etc.

Instructor’s Notes:

Ways to provide excellent customer service:

·      Work as a Team: Customer service is believed to be a team sport

·      Listen to Customers: The more the customer care agents know about its customers and their needs, the more of an asset those customer agents are to both the company and customers

·      Friendly, Empathetic Support: Although robots are fascinating, few people would prefer to interact with one. Show to customers that you are not a machine. At the end of the day, it's all about how you make customers feel

·      Be Honest: Nobody likes being deceived. A customer won’t expect anything more than trust

·      Be Empathetic: Put yourself in the customer’s shoes, especially in difficult scenario. Customers will appreciate it, and the empathy will become a competitive advantage for the company

·      Deep product knowledge: “Training is the key”. The more customer support team knows about the product, the better they’ll be at servicing it

·      Timeliness: Customers dislike to wait. When the customer service agents reply promptly and permanently fix customer's problems, they acquire confidence and are more likely to have a long-term relationship with the company

·      Identify ways to improve processes: A business must examine what is unclear and update its knowledge base or FAQs. A company can reduce contacts for repetitive issues and improve customer satisfaction by improving communications

Slide 2

This slide covers an example of how important a good customer care service is and the importance of resolving customers’ complaints as quickly as possible for a long-term relationship.

Slide 3

This slide covers an example of the importance of compensating a customer for his/her poor customer experience.

Slide 4

This slide covers information regarding the importance of customer service in businesses. The reasons are that customer service helps increase revenue, build a better reputation, satisfy, retain customers, etc.

Instructor’s Notes:

Reasons why customer service is important are discussed below:

·      Revenue increases with good customer service: Customer service is important as it correlates with revenue

·      Happy customers build a better reputation: Positive reputation leads to higher growth

·      Retention correlates with customer satisfaction: Customer retention carves the clearest path to business success

·      Churn decreases with more customer care: Customers churn when they’re unhappy

·      CLTV improves with better customer service: A highly engaged customer tends to buy more as compared to others

·      Company culture strengthens with improved customer sentiment: By valuing customers and tirelessly working to serve them, a company creates a culture of helpfulness

·      Brand awareness soars with positive customer experiences: Positive customer support is important for brand awareness, as it leads to “word of mouth” marketing

·      Marketing spend lessens with more customer advocates: Customer marketing involves turning existing customers into advocates

·      Business longevity relies on satisfied customers: Satisfied customers tend to provide stable revenue to the business

Slide 5

This slide covers information regarding the power of great customer service, i.e., enhancing repeat customers and driving customer’s loyalty towards a brand.

Slide 6

This slide covers information regarding the importance of customer service, i.e., how customer service increases sales and brand equity of the company’s product/service.

Slide 7

This slide covers information regarding the cost of poor customer service to a company, such as shifting to another competitor and withdrawing their purchase from the company.