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Customer Service

The document discusses levels of customer service and the importance of customer delight and retention. It defines delighted customers as those who receive service beyond their expectations and are less likely to look for alternatives. Dissatisfied customers tell 10 people about negative experiences, while delighted customers tell 4 people about positive experiences. Customer service is the main differentiator in industries where products are similar. Retaining existing customers is more cost effective than acquiring new ones, so customer care is crucial. Outstanding customer service leads to customer delight, high customer lifetime value, and referral customers.

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4K views16 pages

Customer Service

The document discusses levels of customer service and the importance of customer delight and retention. It defines delighted customers as those who receive service beyond their expectations and are less likely to look for alternatives. Dissatisfied customers tell 10 people about negative experiences, while delighted customers tell 4 people about positive experiences. Customer service is the main differentiator in industries where products are similar. Retaining existing customers is more cost effective than acquiring new ones, so customer care is crucial. Outstanding customer service leads to customer delight, high customer lifetime value, and referral customers.

Uploaded by

api-280571447
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Customer service cannot be

defined. It is about meeting


customer expectations
continuously.

Levels of Customer Service

Customer Reaction

Dissatisfaction

Satisfaction

Delight

Delighted Customers
Delighted customers are those who have received
service over and above their expectations.

Satisfied
Served up to
expectation
Stay loyal as long
as they do not
discover a better
alternative.

Delighted
Served beyond
expectation.
Do not look for a
better alternative.

Importance of Customer Delight


Delighted customers tell at least four other people
about their experiences.
Dissatisfied customers tell ten.
Uninspired, merely satisfied customers most
likely tell no one.

In the mobile telephony industry today,


There are many players.
There is little differentiation between the
products and prices being offered by the
various players.

Customer Service is the only


Differentiator.

If selling is all about creating customers,


customers then
customer care is all about retaining them and
continuously meeting their expectations.

Importance of Customer Care


Studies indicate that,
1. Acquiring new customers is eight times as
expensive as retaining an existing customer.
2. The average company loses 10% of its
customers each year.
3. A 5% reduction in the customer loss rate can
increase profits by 25-85%.
4. The customer profit rate tends to increase over
the life of the retained customer.

Outstanding
Customer Service
Customer Delight

High Lifetime Value of


the Customer

Referral Customers

Every Customer Interaction is a Moment of


Truth

Moments of Truth
Are those interactions during which a customer comes
into contact with our organization and forms an
impression of our service and our organization.
These interactions are called customer touch
points.

As Voice Ambassadors of Datawind l,


YOU
will make a crucial difference to Datawinds
services.

You could not have achieved all


that you did without people.
People Need People

What is in it for Me?


By providing superior customer care and
executive can gain in the following ways:
- Gain personal and professional satisfaction.
- Achieve recognition.
- Grow in the organization.
- Get monetary and non-monetary benefits.

Role of Customer Care Executive


1. First time resolution of customer queries.
2. Doing this through warmth, empathy and
passion.
3. Ownership of the entire call process.

Knowledge
Attitudes
Skills
Habits

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