TOPIC:

CUSTOMER
SERVICE
 Customer service or customer care gives
the business an opportunity to improve its
reputation with the customer, to develop
Define the customer loyalty and customer
term “ satisfaction.

customer Customer service is a direct

one-on-one interaction between a
service.” consumer making a purchase and a
representative of the company that is
selling it
ROLE OF CUSTOMER SERVICE

1. Ensuring conformity
2. Adherence to
to customer
copyrights
requirements

4. Coordinating flow
3. Effective
of goods, services
communication
and information
 ► 1. Warranty
► 2. After-sales service
► 3. Customer Feedback
FORMS OF
► 4. Online chat
CUSTOMER
► 5. Toll free numbers or
SERVICE:
call centres
► 6. Suggestion box
► 7. Customer Surveys
 A warranty is a written guarantee or
promise, issued by a manufacturer or
the seller, promising to repair or
replace an item within a specified
period of time.
Warranty
It is important that the warranty is
honoured to achieve customer
satisfaction.
 This refers to the help and
information provided to
customers after they have
bought a good or service.
After-sales
service
A business that provides good
after-sales service is more likely
to receive repeat business and
be recommended to others.
 ► This is important because
it provides a business with
Customer information that enables
Feedback them to improve the
business’ services or the
products it sells.
 ► This provides a way for
customers to “talk” with
someone about
difficulties they are
Online chat experiencing with
products they have
purchased from the
business, for example,
online.
 ► This is an opportunity for
TOLL FREE
customers to make
NUMBERS / contact easily and get
CALL CENTRES their questions answered
 Suggestion boxes are positioned
prominently in the premises of the
business or gathered online.

SUGGESTION
BOX
Suggestion boxes provide an
opportunity to find out information from
customers that can indicate how the
business can improve its products or the
support it provides.
 ► Customer surveys aims
to find out how
CUSTOMER satisfied the customers
SURVEYS are and to identify
how the business
needs to improve
► THE END