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Fola Daniel Adelesi
Understanding Customer Service
What is service?
Who are your customers?
What’s your perception of your customers?
Is customer
service about
meeting a need?
Exercise
What are your customers’ real needs?1.
2.
3.
4.
5.
Do you know your customers’ expectations?
Exercise
What are your customers’ real expectations?1.
2.
3.
4.
5.
6.
Draw the line between needs and expectations
- Appeal- Good timing
RespectLove
- Affirmation- Concern
ProductService
ExpectationsNeeds
Differences in businesses that meet needs or expectations
Need based company Expectation meeting company
Company starts out making money
Company starts out building relationships
Need based company Expectation meeting company
Company stops at getting good sales or making money
Company proceeds to help customers save some money
Need based company Expectation meeting company
Company just thinks about getting all they can
Company likes to relate with their customers
Need based company Expectation meeting company
Money dictates all you ever get as a customer
Relationship dictates all you can get
Need based company Expectation meeting company
Business is about targets, growth and expansion
Business is about service, customers and perception
Need based company Expectation meeting company
Business is built on ideas and strategies only
Business is built on ideas, strategy and more importantly on customers’ feedback
Need based company Expectation meeting company
Feedbacks are either totally absent or just mere protocols and never attended to
Feedback is a big deal and never taken for granted
Need based company Expectation meeting company
Company knows nothing about customers and makes no effort to do so
Company knows their customers and some extra information
Need based company Expectation meeting company
Company just sells products or renders service and moves on
Company sells or renders service and shows interest in customer’s experience
Create a service around customers’ expectations
Show interest in every customer
Every customer is important
Either a dog or a god, a customer keeps you in business - Fola Daniel Adelesi
Help your
customers know more
Remember that ‘satisfaction’ is relative – you can’t serve all customers the same way.
Listen to
customers
Ask customers about your service instead of just collecting their money.
You have a task of impressing your customers
It’s customer
service that
determines your brand
Be flexible in order to serve
your customers
well
Constantly work on improving customers’ experience!
A happy customer does good publicity for your brand- Fola Daniel Adelesi
Think on
these things!
