Customer Service Strategy

SUBMITTED BY:
JENIEL ANNE L. CUSTODIO
GIANNE KELLY QUIJANO
AIDA MAE ILAGAN
KIARA NICOLE BUNDA
ANNE LORRAINE SANTIAGO
HANNA JAZ ASHLEY
MAIKA ALYSSA GOZO
 How Do You Define Customer Service?

Customer service is the act of taking care of the

customers needs by providing and delivering
professional, helpful, high quality service and
assistance before, during, and after the customers
requirements are met.

Customer service is meeting the needs and desires of

any customer.
Do you know why customers leave?

Why customers leave?

1% die.
3% move away.
5% develop other
relationships.
9% leave for competitive
68% reasons.
belongs to 14% are dissatisfied with
poor
customer product or service.
service 68% leave because of rude or
discourteous services.
Characteristics of Good Customer Service

Promptness: Promises for delivery of products must be

on time.

Politeness: Politeness is almost a lost art.

Professionalism: All customers should be treated

professionally, which means the use of competence or
skill expected of the professional.

Personalization: Using the customers name is very

effective in producing loyalty.
Characteristics of Good Customer Service

Here are 8 tips for being more polite and

professional to better your business interactions:

1. Greet others courteously and with energy.

2. Thank a person at the beginning and end of every
conversation or request.
3. If you do not know someone well always be at least one
step more polite and formal than you think necessary.
4. Listen.
5. If a customer or client is angry or complaining, remain
calm and continue to listen to best solve the issue, or at
least pacify rather than aggravate.
Characteristics of Good Customer Service

6. Try to turn negative comments into something

positive without ignoring the other persons concerns.
7. Be conscientious of others schedules, as you may be
dealing with different time-zones in non face-to-face
interactions, and schedules can be tight during busy
seasons.
8. Never point out if someone else is being impolite; it
wont get you anywhere.
 The 5 Customer Service Dimensions

TANGIBLES-Appearance of physical facilities, equipment,

personnel, and communication materials.

RELIABILITY-Ability to perform the promised service

dependably and accurately.

RESPONSIVENESS-Willingness to help customers and

provide prompt service.

ASSURANCE-Knowledge and courtesy of employees and

their ability to convey trust and confidence.

EMPATHY-Caring, individualized attention the firm

provides its customers.
The 5 Customer Service Dimensions
Customer Service as a
Marketing Strategy
 Why outstanding customer service needs
to be part of your marketing strategy?

Your customers respond better to what you do for

them rather than what you say youre going to do.
 Why outstanding customer service needs
to be part of your marketing strategy?

You rely on your marketing tactics to draw in new

customers and increase your revenue.

Customer service plays a large role in satisfied

customers who reward your company with loyalty
and repeat business.
 Benefits of Implementing Customer
Service Into Your Marketing Strategy

It gives you a competitive edge, which keeps

consumers coming back spending their money with
you and referring others to do the same.

A positive experience with customer service creates

loyal, happy customers that spread the word about
our service, driving referrals. On the other hand, bad
reviews can severely hinder sales and ultimately
damage the brand.
 Benefits of Implementing Customer
Service Into Your Marketing Strategy

Combining customer service and marketing also

provokes better internal communications and having
united messaging throughout your company. When
the two work together, your customer service
department is aware of any special promotions the
marketing department is advertising or content
thats being put out that they can refer customers to.
 Four Core Elements of Service Strategy

Service Reliability
Reliability refers to accurate and dependable service;
it refers to keeping service promise.

Companies that continuously nurture the values of

accuracy and dependability prevent many errors
caused by carelessness.
 Four Core Elements of Service Strategy

Service Surprise
Surprise means finding ways to make the customer
say wow; it comes from the unexpected extra.

The wow is the total service experience; it is the

101 little things that done with customers interest
uppermost in mind.
 Four Core Elements of Service Strategy

Service Reliability
Recovery involves regaining the customers
confidence if the service is deficient; it means
standing behind the service.

The wow is the total service experience; it is the

101 little things that done with customers interest
uppermost in mind.
 Four Core Elements of Service Strategy

Service Recovery
Recovery involves regaining the customers
confidence if the service is deficient; it means
standing behind the service.

Research finding reveals that customers in general

are far more forgiving of a service failure when the
company makes a sincere, concerted effort to
remedy the problem.
 Four Core Elements of Service Strategy

Essential Steps in Service Recovery

1. Teach the importance of service recovery.

2. Identify the service problems.
3. Resolve problems effectively.
4. Improve the service system.
 Four Core Elements of Service Strategy

Service Fairness
Fairness requires a level playing field for the
company and customer; business is conducted in
an ethical area.

Customers expect service companies to treat them

fairly; they become angry and mistrustful when
they perceive otherwise.
 7 Steps to Creating a Customer Service
Strategy

1. Create a Customer Service Vision

2. Assess Customer Needs
3. Hire the Right Employees
4. Set Goals for Customer Service
5. Train on Service Skills
6. Hold People Accountable
7. Reward and Recognize Good Service
 How To
Improve Your
Customer
Service Efforts?