Understanding customer service by fola daniel adelesi
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Transcript of Understanding customer service by fola daniel adelesi
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Fola Daniel Adelesi
Understanding Customer Service
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What is service?
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Who are your customers?
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What’s your perception of your customers?
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Is customer
service about
meeting a need?
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Exercise
What are your customers’ real needs?1.
2.
3.
4.
5.
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Do you know your customers’ expectations?
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Exercise
What are your customers’ real expectations?1.
2.
3.
4.
5.
6.
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Draw the line between needs and expectations
- Appeal- Good timing
RespectLove
- Affirmation- Concern
ProductService
ExpectationsNeeds
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Differences in businesses that meet needs or expectations
Need based company Expectation meeting company
Company starts out making money
Company starts out building relationships
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Need based company Expectation meeting company
Company stops at getting good sales or making money
Company proceeds to help customers save some money
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Need based company Expectation meeting company
Company just thinks about getting all they can
Company likes to relate with their customers
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Need based company Expectation meeting company
Money dictates all you ever get as a customer
Relationship dictates all you can get
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Need based company Expectation meeting company
Business is about targets, growth and expansion
Business is about service, customers and perception
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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
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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
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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
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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
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Create a service around customers’ expectations
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Show interest in every customer
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Every customer is important
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Either a dog or a god, a customer keeps you in business - Fola Daniel Adelesi
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Help your
customers know more
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Remember that ‘satisfaction’ is relative – you can’t serve all customers the same way.
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Listen to
customers
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Ask customers about your service instead of just collecting their money.
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You have a task of impressing your customers
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It’s customer
service that
determines your brand
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Be flexible in order to serve
your customers
well
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Constantly work on improving customers’ experience!
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A happy customer does good publicity for your brand- Fola Daniel Adelesi
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Think on
these things!