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Lecture Logistics theory - Lecture 8 provides knowledge of customer service. In this chapter, students will be able to understand: Basic concept of customer service, basic communication skills of dealing with customers. | 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 . | 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) I. Customer Service Discussion: Sharing your experience Talk with your partner about your most delightful or annoying experience with customer service as a customer. Discussion: What were the consequences of your delightful and annoying customer service experiences? Facts about customer service 80% of business leaders believe their companies are doing a good job in the way they treat customers. Only 8% of customers agree. 54% to 70% of customers who complain will do business with you again if they feel their problem is resolved. That figure jumps to 95% if the customer feels the complaint has been resolved quickly. According to the above recent reports, outstanding customer service is now rated as being more important than low prices and quality products! Facts about customer service 1. What is customer service? How a company deals with its consumers before, during and after a .
