Unit9CustomerService选编.ppt

Unit 9 Customer Service;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;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 your business.;Knowing Your Customers’ Needs;Some Ways of Achieving the Service ;4. Consider using an outside agent to get feedback from your customers. 5. Welcome customer complaints and manage these promptly and positively to avoid loss of customers and negative word-of-mouth. 6. Keep a list of customer complaints to identify any patterns and the cause of dissatisfaction. 7. Learn what your competitors are doing to achieve customer satisfaction.;Identifying Your Key Service Ac