1. Customer Service

2. What’s customer service.
 Customer service is the provision of service to customers before, during and
after a purchase.
 Customer service is a series of activities designed to enhance the level of
customer satisfaction – that is, the feeling that a product or service has met
the customer expectation.

3. When it’s used.
 Assistance in planning
 Installation
 Training
 Troubleshooting
 Maintenance
 Upgrading
 Sales process
 … Or everything else

4. What customer representatives do.
 Listen and respond to customers’ needs and concerns
 Provide information about products and services
 Review or make changes to customer accounts
 Handle complaints
 Take insights about customers
 Research answers or solutions as needed

5. Why (great) customer service is important.
 Increases sales
 Increases public image and reputation
 Survival in terms of competition
 Satisfied customers
 Return business, more business, new business
 Repeat business and customer loyalty

6. Evaluating customer service.
 Customer Satisfaction Survey - CSS

7. Net Promoter Score - NPS

8. First Contact Resolution - FCR
 Reduce operating cost
 Improve customer satisfaction
 Increase opportunities to sell
 Improve employee satisfaction
 Reduce customers at risk
 Identify customer contact trends and fix issues quickly
 Uncover true call reason and type to inform improvement
campaigns

9. Example of CSS questions

10. Statistics.

13. Examples of great customer service
 Amazon (playstation)
 Marriott (laptop)
 Apple (ipad2)

14. Opportunities from customer service
 Account management
 Support
 Sales
 Customer service team management
 Customer experience department
 Customer operations department
 Marketing department

15. Multumesc.
Ildiko Csiki