Customer Service is very vital element in building customer relationship and retention of customer. Its remedy for customer retrieval and create loyalty for business.

1. Exceptional Customer Services
By: Muhammad Saleem
Sr. Manager Learning & Development

2. It’s all
about
smiles and
thumbs-

3. Competitive
Advantage
Increase in
Customer Retention
Resists Competition
Reduced Cost of
Customer Support
Long-Term
Organizational
Success through
Business
Profitability
Enhanced Business
Reputation & Brand
Recognition
Lower cost of attracting
new customers
word-of-mouth
Customer
Satisfaction
The Business Perspective

4. Customer Service?
Customer service is the
act of taking care of
the customer's needs by
providing and delivering
professional, helpful, high
quality service and
assistance before, during,
and after
the customer's requiremen
ts are met.

5. The Best
Customer
service?
The key to good customer service is building good relationships with your
customers. Thanking the customer and promoting a positive, helpful and
friendly environment will ensure they leave with a great impression. A
happy customer will return often and is likely to spend more.

6. Six Secrets of Customer Service

7. Warm & friendly
Responses

8. They Want to
Feel Important

9. They Want to
be Listened

10. Someone to Know Their Name

11. Flexibility

13. What goes into a happy
customer experience?

14. By far, the most requested
improvement from customers
was "Better Human Service“.

15. Why Companies lose Customer?
1% Die
3% Move Away
5% From Other Friends
9% For Competitive Reason
14% Because Of Product Dissatisfaction
68% Quit Because Of Attitude Of Indifference Towards
Customer By Some Employee Of The Organization.

17. Be a Great Listener
Be careful , there are BEARS
around..
BEER!! Where?? I wana have one!

18. Clear Verbal Communication

19. Ability to Empathize

20. Be Honest

21. Understanding of Human Psychology

22. Basic Performance Skills

23. Ability to
Memorize Protocol
and Guidelines

24. Time Management Skills

25. Management of Personal Emotions

26. Situation Evaluation and Analysis

27. Handle Surprises Well

28. Maintain Professionalism

29. Your Body Language

30. Organizational skills

31. Respect

32. Ability to Identify & Anticipate Needs

33. Is the customer happy with the offered solution?

34. Flexibility / Take The Extra Step

35. Problem Solving

36. Look at every Touchpoint

38. Become
Expert

39. Be Confident

40. Teamwork Skills

41. Creativity
&
Negotiation

42. Dependability

43. Have Computer Skills

44. Learn from your

46. Types of Customers
The Angry Customer

47. The ‘know it all’ Customer

48. The Suspicious Customer

49. The Indecisive Customer

50. Effective Complaint Management:
12 Steps to Customer Delight

51. Adopt a Positive Attitude
Impossible is nothing but just a big word

52. Reassure the Customer

53. Establish Empathy

54. Offer an Apology

55. Identify the Problem and the Cause

56. Guide the Customer

57. Request or
Offer
Alternative
Solutions

58. Communicate the Steps to Follow

59. Solve the Problem

60. Inform the
Customer When
the Problem is
Solved

61. Compensate the Customer or go the extra Mile

62. Monitor Final Satisfaction

63. CARP Diem
Control
Acknowledge
Refocus
Problem-Solve

64. A typical business only hears from 4%
of its dissatisfied customers.

66. “When life gives you lemons, make lemonade.”
Negative Feedback & Complaints
are like Lemons – bitter
+ Sugar =

67. Resolve a complaint in
the customer's favor
and they will do
business with you
again 70% of the time.