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If you Dont care about your customers someone

else will do it

Group Members

Mr. K.B. Wadugodapitiya

Mr.Sadun Wijerathne

Ms. Dilrukshi WeerasooriyaMr. Rifath Faizer

Ms. Kanchana Senavirathne

Ms. Kumudika Ekanayake

Ms. Saranya RavindranMr. Dilshan Pathirana

Ms. Thilini Boomawala

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Outline of the presentation

Introduction to customer care

Market competition and the Evolution of customer care

Principals around customer service Elements of the customer service

Failures in the customer service and how to ensure customer

service

ICT with customer service Customer Relationship Management

Conclusion

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Customer

can be aperson,

company,

other entity.

Two categories of customers.

1) An intermediate customer or trade customer

2) An ultimate customer

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Customer service

Providing service to customer before, during and

after purchase.

Has become an effective marketing tool.

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How well your product or service matches customer

needs.

The value for money you offer.

Your efficiency and reliability in fulfilling orders.

The professionalism, friendliness and expertise of

your employees.

How well you keep your customers informed. The after sales service you provide.

They are as follows;

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Why an excellent customer service isimportant?

It ensures higher visitor numbers and greater

customer diversity.

Increase sales.

Increases public image.

Ensures survival in terms of competition.

Ensures customers and job satisfaction for

staff.

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Why competition occur in the market

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Evaluation of the customer service

concept

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What is customer service ?

Before

During

After service

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LogisticStrategically managing the

procument

Movement

Storage of materialParts

Finish Goods

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What is logistic Customer Service?

Invoicing

Ordering and Handling

The importance of the Logistic Customer

Service is it can be MEASURED

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7 R Rule

Rightproduct

RightQuantity

Rightcondition

RightPlace

RightTime

Rightcustomer

Rightcost

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Principles of Quality Customer Service

First Impression

Listen to customer

Understand customers needs and meet them

Open all communication channels

Dont make promises unless that cant keep

them

Deal with complaints

Customer service must be consistent

People expect good customer service every

where

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ELEMENTS IN CUSTOMER SERVICE

Pre transaction elements

Transaction elements

Post transaction elements

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ICT and Customer Service

Customer service is the overall activity of

identifying and satisfying customer needs.ICT

has made it easier to provide it better.

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Usage and Importance of ICT in Customer

Service

Better Service delivery

Better access to information for customers Better client records

Better staff development

Better external communication Can win more customers

To face market competition

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What are the different ICT facilities

provided by companies for the customer

satisfaction

Online Shopping

Eg: Direct Line, Amazon, eBay, Dell, and Esure.

Airline booking systems

Online banking/Inter-banking/Tele banking

Online share market transactions

Distance Learning systems(E-Learning)

Electronic payment methods

Online surveys and feedback

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Benefits

Health/dental options.

Vacation/sick leave/holidays.

Disability/life insurance.

Retirement benefits.

Training/educational opportunities.

Other benefits.

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Performance Reviews

State the purpose of performance reviews.

Describe the frequency and timing of reviews.

Outline the review process.

Distribute review forms.

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Other Resources

Company handbook.

Other policy documents.

Contact name/phone for each area.

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Required Paperwork

Point out and explain any forms needing immediate action.

Give deadlines for completing new employee paperwork.

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Summary

Discuss the topics covered.

Reiterate your welcome.

Remind the participants to submit paperwork.

Wrap up the orientation session.

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Customer Relationship

Management

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What is Customer Relationship Management?

Customer Relationship Management is an

information industry term formethodologies, software, and usually

Internet capabilities that help an enterprise

manage customer relationships in anorganized way.

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Benefits of Customer Relationship

Management

Quality and efficiency

Decrease in overall costs Decision support

Enterprise ability

Customer Attention

Increase profitability

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Customer Service Mix Factors

Product availability

Order cycle time

Distribution system flexibility

Distribution system information

Distribution system

Post sale product support

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Conclusion

Everyone in an organization should be involvedwith customer service, not only are they feelingthe customer but they are getting a feeling for

whats not working.

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Thank you!