Ultimate Customer

Service
Presented by
Sk. Waliul Islam
 Customer Service

 Customers are the obvious requirement of doing business.

 Customer service refers to anything that business or organizations
do for the customer that enhances the customer experience.

Moment of Truth

 Anytime a customer comes in the contact with you or any part of

your business they are going to form an impression, that impression
is the moment of truth.
Moment of Truth

Bad Average Good

 10 Specific Strategies of Moment of truth and exceeding
the expectations.

1. Manage the first impression 6. No mistakes and handling mistakes

2. Knowledge or Expertise on your business 7. Recognize what you do in your business

3. Relation Building 8. Speed

4. Enthusiasm 9. Accountability (taking care of everything

that comes your way)

5. Communication
10. Appreciation
 10 Specific Strategies to Create Loyalty Mindset.

1. Customer loyalty comes from customer 6. Stay Infront of your customers.

service but they are not the same.
2. Customer loyalty is not a ratting, customer 7. Be customer focused, not operation
satisfaction is a rating. focused.
3. There is a big difference between satisfied 8. Recovery from problem.
customer and loyal customer.
4. Under promised and over delivered.
9. Become the trusted advisor.

5. Customer share. (additional business)

10. Customer loyalty isn’t about life time, its
about next time, every time.
5 ways to add people to your product/service.

1. Beg for complains.

• What’s that one thing ?
2. Fast response time.
• Be communicative with customer.
3. Positive buzz.

4. Pay attention to the details.

• Knowing your customer better.
5. Exceed expectations
 ABCs of the Extraordinary Customer Service.

A – Aspire higher F – Fix K – Keep score

B – Believe the best G – Give a little extra L – Learn

C – Care H – Help M – Motivate

D – Dare to be different I – Involve and Improve N – Notice

E – Exceed expectations J – Joke (Humor) O – Obsess

 ABCs of the Extraordinary Customer Service.

P – Preach (communicate) U – Under promised over Z – Zing

delivered

Q – Question
V – Verify

R – Reward
W – Work hard

S – Solve problems
X – X-ray vision

T – Teach
Y – you
 The Customers Will of Rights.

 The top 4 things that customers want.

1. Understand their expectations.

2. Maintain enthusiasm or have positive attitude.
3. Create special relationship.
4. Watch your language and the way you communicate to your
customers.
The better you treat the customer, the better they treat
you.

"Excellent customer service is the number one job in

any company! It is the personality of the company
and the reason customers come back. Without
customers there is no company!"
Thank you