What is customer service?

• A series of activities designed to enhance the

level of customer satisfaction – that is, the
feeling that a product or service has met the
customer expectation.
Why it matters?

Businesses need to
recognize:
The benefits of having
satisfied customers;
The costs of having
dissatisfied customers.
Who offers it? Who gives customer service?

• Shop assistants
• Teller
• Salesman
• Supervisors
• All employees in the company
• Excellent customer service can only be achieved by
training all employees, even those who do not have
direct contact with customers.
• Happy employees make happy customers.
 How to offer customer service?
• Telephone
• Answer your phone within 1-2 rings
• Listen to your customers
• Let your customer talk and show them that you are
listening by making the appropriate responses, such
as suggesting how to solve the problem

• In Person
• Greet the customer
How to deal with Customer complaints