NASEER SATTI
Senior Support Executive/TX
Customer Service

OUTLINE :
Brief description of Customer service
Researches
Types of Customers
Five Dimensions of Customer Services.
Skills for Customer Services.
7 Pillars Of Customer Service
Benefits from Customer Service
Conclusion

Customer Service:-
The process of ensuring customer satisfaction with a
product or service. Often, customer service take the
form of an in-person interaction, a phone call, self-
service systems, or by other means.

Researches
 If you can prevent 5% of your customers from leaving you can
increase your bottom line profit by 25 – 95% (Harvard
Business Review)
 68% of customers who stop buying from one business and go
to another will do so due to poor or indifferent service. (US
News andWorld Report)
 82 % go somewhere else because of a specific customer
service issue.(US News andWorld Report)

Types Of Customers
Internal Customers (Employees)
External Customers (Consumers)

 Most valued Resource of
Organization.
 They create value for the
organization.
 They are brand ambassador of the
organization.
Internal Customers

 An external customer is someone who uses your
company's products or services but is not part of
your organization. But they are the ones who are
giving the salary to the employees.
External Customers

Five Dimensions of Customer Service

Tangibility:-Appearance of physical facilities,
equipment's and communicational materials.
Reliability:-Ability to perform the promised
service accurately.
Responsiveness:-Willingness to help
customers and provide prompt service.
Assurance:-Knowledge and courtesy of
employees and their ability to be confident.
Empathy:-caring individualized attention the
firm provides its customers.

Skills for Customer Service

 Patience:-If you deal with customers on a daily basis, be sure
to stay patient when they come to you stumped and
frustrated.
 Attentiveness:-The ability to really listen to customers is so
crucial for providing great service for a number of reasons.
 Clear communication skills:-When it comes to important
points that you need to relay clearly to customers, keep it
simple and leave nothing to doubt.
 Knowledge about the product:-Without knowing your
product from front-to-back, you won't know how to help
customers when they run into problems.
 Ability to use positive language:-Language is a very
important part of persuasion, and people (especially
customers) create perceptions about you and your company
based on the language that you use.

 A Calming Presence:-The best customer service presentative
know that they cannot let a heated customer force them to
lose their cool; in fact it is their job to try to be the "rock" for a
customer who thinks the world is falling down due to their
current problem.
 Persuasion Skills:-You need to have some mastery of
persuasion so that you can convince interested customers
that your product is right for them .
 Willingness to Learn:-Those who don't seek to improve what
they do, whether it's building products, marketing
businesses, or helping customers, will get left behind by the
people willing to invest in their skills.
 Time Management skills:-Don't waste time trying to go
above and beyond for a customer in an area where you will
just end up wasting both of your time.

7 Pillars of Customer Service

Develop a Customer Service Mission Statement
 Clearly convey your company’s specific objectives as they
relate to customer service.
 Communicate mission statement with customers AND
employees. All to keep the mission alive as well as
communicate its successes.

Customer Service is Attitude and Action
 It is imperative that employees have the proper attitudes as
well as the capacity to take action.
 Its one thing to be willing to offer great customer service,
however willingness means nothing without action.
 Employees need to be encouraged to take matters into their
own hands and impress clients.

Base Training
 Employees must be trained on customer service and best
practices.
 Base training should include 3 major components
Workshops
Discussion
Real world activity
 Workshops should teach core content and facilitate
discussion about real-world challenges of the organization,
as well as specific customers.

Coaching Employees
 Coaching is imperative to helping employees embrace the
techniques taught, and form new positive attitudes about the
program.
 It must be a sincere approach to have managers learn the
specific techniques that coaching includes. Managing is
about telling people what to do; coaching is about asking
questions and helping employees improve their
performance.

Creative Thank You’s
 Most people will NOT take the time to say thank you because
they are too busy, so make this a common practice in your
organization.
 If your competition is to busy while you make the time, you
will truly stand out.
 A simple hand written note is all it takes.

Functional Walkthrough
 A functional walk-through is a step-by-step view of the
lifecycle of a customer as it relates to doing business with
your organization.
 This includes the entire process from the initial meeting to
the first product or service ordered to becoming a long-
standing customer.
 The key is to identify stages in which specific people or
departments engage and/or interact with the customer.

Engage Engage Engage
 Have your staff learn three new things about clients daily.
 Engagement represents going above and beyond any effort
they have made in their career up to this point.

Few Benefits from Customer Service

 Business Promotion:-The best way to promote your
business products and services is word of mouth marketing.
 Satisfied Shareholders:-Satisfactory response from
consumers means increased sales, which ultimately leads to
increased satisfaction of shareholders.
 Increased Business Growth:- Quality service can boost your
business growth.
 Successful Business Strategies:-Encouraging consumers for
feedback and comments is an integral part of quality
customer service.
 Critical Learning Experience:- Customer service can provide
business owners a critical learning experience to understand
the dynamics of the corporate world.
 Reduced Risk of Business Failures:-Understating the
expectations and mindset of consumers can considerably
reduce the risk of business failures.

 Reduced EmployeeTurnover:-With increased sales and
higher profits, you can offer employees good salary packages
and additional bonuses, thus reducing employee turnover.
 Employee Motivation:- Client satisfaction directly influences
the working environment of business organizations. With
decreased pressure of meeting targets and financial stability,
employees can work in a comfortable corporate atmosphere,
 Increased Efficiency:-The above mentioned benefits lead to
overall increased productivity of the organization

Conclusion

Customer service has many components that rely on
one another therefore it is important for every
employee from bottom to top level to work with
enthusiasm and confidence so that the organization
can reach its goals. Working in a team will be an
essential step in making NAYATEL standout among
the rest .