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10 Pillars to Lay the foundation

of Best Customer Service

MARIA BALOCH CAREEM-38 GROUP 5

ATIF MEHMOOD CAREEM-38 GROUP 5
ASIF SALEEM CAREEM-38 GROUP 5
RAMIZ AMER CAREEM-38 GROUP 5
 Introduction 2

 Go back in time and think about the moment when someone did
something very nice for you. You felt grateful and lucky that you had
someone that could help you in the time of need.
 Just like this, a Customer expects the same from a company’s
product or service.
 The Department of Customer Services has been the go-to option for
every company to keep the Customers satisfied and happy.
 Customer Services are considered as the backbone and play a very
critical and pivotal role in the stature of an organization.
 Many companies have ceased to exist in the recent years just
because their services weren’t effective enough to wrap their heads
around the customers’ demands.
 In the upcoming slides we shall be discussing 10 Powerful tips to make
the Customer go “WOW !”
 1. First Call is like a First Date 3

 A customer calling for the first time has a lot of expectations from a
company.
 Its like a first date where you want everything to be perfect, so you
make the most out of it and make memorable arrangements.
 The customer expects that you listen to him/her and meet the
demands.
 Make it a very astounding experience for him/her.
 2. FCR (First Call Resolution) 4

 This point falls into the category of Customer Relationship

Management.
 First Call Resolution basically means to address the customer on the
first call in such a way that he/she doesn’t have to follow up with
another call.
 Its main benefit is at the end of the day you shall be evaluated
reasonably well than others and the customer goes home happy.
 3. Do more with Less 5

 Doing more with less actually means to say it all using a few words.
 Simple ? __ Not really.
 This is a very critical point that demands experience and a lot of
effort put in over the years.
 Doing more with Less is all about being precise and to the point.
 Choose your words carefully and make sure the you hit the X-Mark
of the Customer.
 4. Proactive Customer Care 6

 There are somethings that you need to consider when you are a
Customer Support Executive.
 1. Sit very vigilantly and answer all the questions when the customer
calls. This is called Reactive Customer Support.
 2. Assess, Initiate and offer help to the customer before he/she actually
asks for it. This is called Proactive Customer Support.
 There is no problem in being the Reactive one but when you
become the latter one then it shows your compassion and you
stand out to be dedicated, caring and faithful to your work.
 5. Resourcefulness 7

 Rather than stuttering with a customer on a call why not go fully

prepared.
 You should be quick and vigilant enough to assess what the
customer is about to ask when he/she is only half way through the
talking process (let him/her complete).
 Prepare yourself for all the possible things that a customer may
throw at you so that you are ready to tackle them.
6. User-friendly Application and 8

Website
 When someone comes to know about a specific service or a
product of a certain company, he/she quickly googles it or
downloads its application.
 The website or the application-in hand makes a very big impact on
the user.
 If the website/application is cluttered with unnecessary stuff, makes
pop-ups every now and then, shows ads or crashes every so often
then the customer won’t budge an inch.
 7. Ask for Feedback 9

 There is no failure, only feedback.

 Feedback is a critical thing that must be listened/read with great
care.
 Feedbacks are the reason that companies like Apple, Android,
Google, Microsoft have become business tycoons over the years.
 Constantly getting information from the customers on how you can
improve your services is the gateway to success.
 8. Honesty is the Best Policy 10

 Honesty is the fastest way to prevent a mistake from turning into a

complete failure.
 Be honest with the customer.
 Tell them what you know and accept what you don’t know.
 Rather than misguiding them with the false knowledge, just let them
know that you are unaware of that particular question that they
posed and you will be right back with them once you know.
 Don’t make promises unless you will keep them.
 9. Be Memorable 11

 Do something for them that makes them remember you (in a very
positive way).
 Doing something can relate to many different attributes.
 Make the conversation alive.
 Focus on the Starting and Ending.
 To sum it all up, just give them a moment of customer service that
they have never had before. After all, customer makes customers.
 10. Empathy 12

 One’s ability to understand and share feelings of another person is

known as showing empathy.
 This is a thing that we see common in our daily life.
 Listen to the customer, understand their problem and then most
importantly from the tone of their voice try to decipher their feelings
so that you can show you care.
 You can only understand people if you feel them yourselves.
 Conclusion 13

 Customer Services are a vitality to a Company. They are the

department that ensures the satisfaction of the customer. There are
a lot of points that contribute to the success of a company and
Customer Services is in the leading category of those.
 With efficient, honest and energetic customer services you can top
the charts effortlessly because “To be the Man, you got to beat the
Man”.
 One must should be adaptive to the environment that he/she is
provided and work honestly and tirelessly to meet the company’s
requirements.
 A happy customer leads to a happy business.
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Thank You, Any Queries ?