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Customer service cont….
•Basic concept of customer service
•Basic communication skills of dealing with customers
Why do we need to treat the customers well?
They are our bread and butter. They are the reason for my job.
They are the reason the company exists.
Review
Do you think companies spend most of the time and energy attracting new customers or keeping existing customers?
Which one is more crucial to a company, attracting new customers or keeping existing customers? Why?
How do you understand the idea of “Customers are God”?
Statistics: Advantages of keeping customers
Repeat customers spend 33% more than new customers.
It costs 6 times more to attract a new customer than it does to keep an existing one.
As little as a 5% increase in customer retention can increase profits by 25 to 95%.
Strategies of building customer loyalty
Building brand equity
Brand loyalty (From a marketing point of view, brand equity is the measure of customer loyalty to a brand.)
Creating customer satisfaction
Creating and maintaining relationships
Customer service
CRM (customer relationship management)
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