Defining Customer Service
It is the act of taking care of the customer's needs
What is Customer Service?
Provide 1 out 5 reasons why customer service is important
cheaper, image, publicity, loyalty, promotion
What are the 2 types of customers
internal and external
What is empathy?
Genuinely understanding what it is like to be in other's shoes
When should we have customer service (clue: different timeframes)?
before, during, and after the customer's requirements are met
Yes or no, Customer retention is cheaper than customer acquisition?
Yes
Provide at least 2 internal customers
Understanding the customer’s specific needs and circumstances and will adapt the experience accordingly is under..?
Personalization
Persuasive
Yes or No, 86% of people will pay more for a better customer service
Provide at least 4 external customers
traditional customers - who are in need of a service or product, suppliers, creditors, government, society
A sincere apology and acting with urgency are two crucial elements of...?
Resolution
What is the key characteristic in Customer Service
CARE
Approximately, 1 happy customer is = 9 referrals and 1 sad customer is equal to...?
16 Anti Referrals
Provide at least 8 internal or external customers
employees, managers, owners, suppliers, society, government, creditors, shareholders, traditional customers
Removing unnecessary obstacles, impediments, and bureaucracy to enable the customer to achieve their objectives quickly and easily are under which category of the 6 pillars?
Time and Effort
True or False: The 4 general characteristics of Customer Service are the ff: Attentive, Responsive, Empowered, Committed
True
According to our consulting research _% of managers think customer service is a crucial soft skill and is necessary for you to get promoted?
98%
As someone who is learning customer service which groups are the most important when applying these skills?
Everyone!
Provide all 6 pillars of excellent customer service
personalization, integrity, expectations, resolution, time and effort, and empathy