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Delivering Customer Service Delivering Customer Service

Delivering Customer Service - PowerPoint Presentation

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Uploaded On 2018-09-21

Delivering Customer Service - PPT Presentation

Dr JeanMarie JeanPierre Sherita Mance Brian Villalva Agenda What is Customer Service Why Focus on Customer Service Service Quality Give em the Pickle Video Four Things Customers Want ID: 674173

customer service quality customers service customer customers quality trust loyalty services high attitude marketing points key meet remember management

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Slide1

Delivering Customer Service

Dr. Jean-Marie Jean-Pierre

Sherita Mance

Brian VillalvaSlide2

Agenda

What is Customer Service?

Why Focus on Customer Service?

Service Quality

Give ‘em the Pickle Video!

Four Things Customers Want

Meet the Customers

Key Points to RememberSlide3

Objectives

To reflect on your customer service skills

To challenge you to enhance your customer service skills

To stress the effects of service quality on satisfaction and loyalty to customers

To make customer service excellence a way of life in our organizationSlide4

What is Customer Service?

Customer service is an attitude on the part of every

employee

that the customer is important.

Bill Peters, Vice President at Outrigger Enterprises, argues that a high quality customer service experience and live interaction between customers and agents are essential ingredients to a successful business. (Communication News, March 2006, 43, 3.)Slide5

Customer Service Encompasses:

Attitude

Knowledge

Care

Helpfulness

Reliability

Enthusiasm

Responsiveness

Concern

Courtesy

ExpertiseSlide6

Why Focus on Customer Service?

Dissatisfied customers will tell 10 others while satisfied customers tell only 5

It takes 20 positive customer interactions to compensate for one negative one

96% of unhappy customers will

not

complain

68% of unhappy customers become dissatisfied because of poor service

It is five times more expensive to get new customers than it is to keep existing onesSlide7

Service Quality Delivery

No agreed definition on service quality among scholars.

Consensus: Service Quality is dependent on consumers’ needs and expectations, and whether the level of service meets these needs and expectations.Slide8

Service Quality and Employees

Commitment to service quality is dependent on the staff members who provide a high proportion of the products/services as well as loyalty.

Loyalty depends on the development of interpersonal relationships, and the person-to-person interactions between customers and staff members are essential in building loyalty (Czepiel and Gilmore, 1987).

There is a strong link between customer satisfaction and loyalty.Slide9

Service Quality and Trust

Trust is a vital component of efforts to increase the visibility of a product/service.

Trust is a belief that people should treat others the way they want to be treated.

Trust is intangible and requires a social bond: One person relying on another, Connection to one another and to a community.

It is earned through positive experience.

A belief that an honest and open environment can bring out the best in people.

Our service delivery must be sustained by trust if we have to enhance our image and improve our perception.

Trust starts by putting the customer first.Slide10

Give ‘em the Pickle Video!

Service

– Make serving others your number one priority.

Attitude

– How you think about the customer is how you will treat them.

Consistency

– Set high service standards and live them every day.

Teamwork

– Look for ways to make each other look good.Slide11

Four Things Customers Want

Friendly Care Service

Thank You

Flexibility

Go the extra mile to meet my needs

Problem Solving

Stay with me until we get it resolved

Slide12

Four Things (cont’d)

Recovery

Customers have no tolerance for mistakes occurring over and over again

I am sorry for the inconvenience, apologize

Fix it

Do something extra

Follow up (Is everything OK)Slide13

Key Points to Remember

Everyone should be interested in how well you are meeting external customer needs.

If a customer requirement changes, be prepared to change your process or system too.

Customers buy your products/services because of the benefits they offer them.

Today’s customers expect first-class service. If they sense that you are not putting them first, they will feel disappointed.Slide14

Key Points (cont’d)

Customers will judge you against what you promised to deliver and what they believe to be acceptable standards.

Help your customers succeed and you will succeed too.

Make a list of your top 10 customers and talk to them frequently.

Keep in regular contact with your customers.

Remember that the end customer is the lifeblood of your organizationSlide15

Meet the Users

Open Dialogue with UsersSlide16

References

Presbury, Rayka et al (2005).

Impediments to improvements in service quality in luxury hotels.

School of Management, University of Western Sidney, Australia.

Asher, M (1996),

Managing Quality in the Service Sector

, Kogan Page London.

Crompton, J.L.and Mackay, K.J (1989). “Users’ perception of relative importance of service quality dimensions in selected public recreations program,”

Leisure Sciences

, Vol 11, pp.367-75.

Cziepel, J.A. and Gilmore, R.(1987). “Exploring the Concept of loyalty in services,” in Czepiel, J.A., Congram, C.A. and Shanahan, J. (EDS), The Services Marketing Challenge: Integrating for Competitive Advantage, AMA,Chicago,IL, pp. 91-4.

Crosby, L.A, Evans, K. and Cowles, D. (1990). “Relationship quality in service selling: an interpersonal influence perspective,”

Journal of Marketing

, Vol 54 No 3, pp. 68-81.

CRM News Update #20

(October 2005). eBay: Managing Trust with 100 million customers.

Groonroos, C. (2000).

Service management and marketing: A customer relationship management approach

, John Wiley, Chichester.