CUSTOMER SERVICE

1. CUSTOMER SERVICE “ Going Beyond Customer Satisfaction “

2. take this test Click below: http://www.beldingskills.com/customer-from-hell-quiz.php

3. LEARNING OBJECTIVES • COURSE OUTLINE • .Importance of Quality Customer Service • .Understand Customer Needs and Expectations • .Measure Customer Satisfaction • .Exceed Customer Expectation

4. .DEFINITIONS OF QUALITY • Product- Based Quality is viewed as a quantifiable or measurable characteristics or attribute. • Manufacturing – Based Concerned primarily with engineering and manufacturing practices. Uses the universal definition of “Conformance to Requirements” as established by design. Any deviation implies a reduction in quality. • User- Based Quality is an individual matter and that products that best satisfy their preferences are those with the highest quality. • Value- Based Quality is defined in terms of costs and prices as well as number of other attributes. Consumer’s purchase decision is based on quality at an acceptable price. The designation is assigned to the “best-buy “product or service. • Transcendental Quality is viewed as difficult to define or operational.

5. QUALITY IS AN ATTITUDE “It is doing things right the first time all the time.” Services Differ from Goods Services are basically INTANGIBLE • performances and experiences versus objects with defined measures • precise specifications on uniform quality can rarely be set • criteria for evaluation may be complex and difficult to capture accurately. • services cannot be stored. Services are HETEROGENEOUS • performance often varies from provider to provider; customer to customer, and day to day • can rarely be standardized to ensure uniformity Service consumption occurs during delivery. SERVICE QUALITY is the extent of gap between customer’s perceptions of how a service is performed versus their expectations about how the provider should perform.

9. Why Customer Service? Let's watch this...

10. Why do we need to provide Quality Customer Service?

12. THE CUSTOMERS

13. Understanding our customers’ needs and expectations Personal needs To feel welcome To feel important To be understood To feel comfortable To feel safe and secure Practical needs Quality Products Reliable Information

14. MOMENT OF TRUTH

15. How do we measure and evaluate the level of customers’ satisfaction?

17. Interacting Effectively with Customers

20. .Steps in Handling Complaints

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24. References videos http://www.customersarealways.com/ http://www.achievementconcepts.com.au/sales-customer-training.htm www.davidkaaker.com/presentations.html http://www.cnbc.com/id/15840232?video=629877854&play=1 http://www.cnbc.com/id/15840232?video=626899657&play=1

25. shared slides http://www.slideshare.net/nusantara99/managing-customer-service http://www.slideshare.net/readysetpresent/customer-service-powerpoint http://www.slideshare.net/mjamesno/how-to-visual-effects-in- powerpoint-2003/ http://retailindustry.about.com/library/weekly/aa113099aaa.htm http://retail.about.com/od/customerservice/ht/convert_returns.htm http://www.dmsretail.com/RetailSuccess.htm

26. shared slides http:www.ditto.com/searchresults.aspx?ss=retail+customer+service+ap=2+maintoolbox http://www.managersrealm.com/customer_service/ http://sminvestments.com/ http://sminvestments.com/uploads/files/VideoFile_SMIC-MPEG-1%20Web.MPG http://www.shopnzip.com