Introduction To Customer Service Edu Ppt

Slide 1

This slide covers the definition of customer service, and it also depicts that customer service includes answering client questions, resolving problems, and opening communication channels.

Instructor’s Notes:

Why is customer service important for the success of your business?

·      Customer service has a significant impact on the company's bottom line. Keeping existing customers is less expensive than finding new ones. It is even predicted that the cost of acquiring new customers is 6–7x higher than retaining one

·      Customer service can either create or ruin the company's reputation

·      Support is an essential component of the product experience

·      Customers are prepared to spend extra for a more satisfying experience

·      Internal Customers: are colleagues and departments within your organization

·      External Customers: are more likely to be consumers, users, and stakeholders

Example – Starbucks Coffee

·      Internal customers will be everyone from the company's Board of Directors to the executives and team members that serve beverages at the customer interface

·      External customers will be the everyday people that come to the coffee shop and buy beverages for themselves and their friends

Slide 2

This slide covers details on the importance of customer service training in the company. It also depicts that training a customer-facing team will help them solve inquiries faster and more efficiently.

Instructor’s Notes:

Instructor can ask these questions to his classroom to initiate discussions:

·      What do you think would make a client satisfied and eager to remain around if they had an urgent query about your product and approached your customer care team?

·      Is it a generic email response or a well-researched response from a service professional who cares about their success?

Regardless of how talented the new employees are, companies should conduct training that aligns everyone on working together and best represent the company.

Slide 3

This slide covers five pillars of the customer service team: channel variety, proactive customer service team, focus on customer satisfaction, usage of an internal and external knowledge base, and customer relationship management (CRM) tools.

Instructor’s Notes:

·      Channel variety: Social Media, Live Chat, Email, Phone calls, Self-service, Omnichannel

·      A proactive customer service team: Willing to go the extra mile, Empathetic, Patient, Responsive, and Positive

·      A focus on customer satisfaction: Focus on creating loyal customers, Training to avoid poor customer service, Extra attention to new customers

·      Use of an internal and external knowledge base: Customer FAQ, Onboarding or training FAQ, Customer service tips, External pages with information for customers. Examples include web pages, blogs, video content, and product guides

·      Customer relationship management (CRM) tools: Contact management, Tracking interactions, Scheduling and reminders