Unit9CustomerService分析.ppt

Unit 9 Customer Service When you buy something, what are you expecting? Customers today are not only interested in the products they are offered but all the additional elements of service that they receive: (from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for) High quality customer service helps to create customer loyalty. Listening Text A How to Provide Superior Customer Service Finding new customers is much more expensive than retaining existing ones. Customer service is more than just keeping customers happy. It’s about revenue, because a lost customer means lost revenue and an unhappy customer can damage your reputation. Contents What Superior Customer Service Means Knowing Your Customers’ Needs Some Ways of Achieving This Identifying Your Key Service Activities Follow-up What Superior Customer Service Means What is superior customer service? Superior customer service is service that exceeds your customers’ expectations and will make your business stand out from your competitors’. (Go to any amount of trouble for all of your customers. Don’t treat “big” or “small” customers any differently.) What are the benefits of superior customer service? Satisfied customers not only tend to return to buy again from you but are also likely to talk positively about your business to others. Customer referrals are powerful and a customer who feels complimented that you’ve gone out of your way to help them with a small matter is very likely to know someone who’d fit into your “big and best” customer category. A bad customer service experience is shared with around 10 other people who are likely to tell another 10. From the moment the customer thinks of purchasing, right through to the final sale, there are opportunities for the business to add customer service to the process. To be effective, customer service must be consistently good in every part of