Unit 10 Customer service.pptVIP

Unit 10 Customer Service Warmer What do you understand by this term ‘customer service’? Philip defines customer service as ‘all the activities involved in making it easy for customers to reach the right parties within the company and receive quick and satisfactory service, answers and resolutions of problems’. Customer service is also used in a neutral sense to talk about normal dealings when customers are buying products or services. Quotation ‘They usually have two tellers in my local bank. Except when it’s very busy, when they have one.’—Rita Rudner, American actress Can you think of other queuing situations that can be annoying? Supermarket checkouts, buying tickets Starting up What irritates you the most when dealing with customer service departments? Can you think of some specific incidents you have encountered? the importance of customer satisfaction customer loyalty/customer retention customer defection Listening: New ideas in customer care Task A a) Doing the right thing: Doing what we promised to do Making sure mistakes do not happen Satisfying customers Being reliable, courteous Dealing with complaints quickly b) Delighting customers: Example: you order a book from Amazon.co.uk at 5 pm and it arrives at 9 am the next morning. Listening: New ideas in customer care Task B In e-commerce, e-mail queries often end up in the Computer Service Department. The people there care more about the website than the customer’s satisfaction with the company’s products. Many companies fail to answer these e-mails. Listening: New ideas in customer care Task C-1 Advantage: Technology can improve customer service because the person at the call center can call up all the customer’s details on their computer screen and speak to them with all the necessary information at their disposal. Listening: New ideas in customer care Task C-1 Disadvantage: You don’t have a personal relationship of the type that people used to have with