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    Prezenta CJ A

    Uploaded by

    Tomasz Bigos

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Prezenta CJ A

    Uploaded by

    Tomasz Bigos
    3 views12 pages

    Original Title

    Prezenta Cj A

    Copyright

    © © All Rights Reserved

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    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    3 views12 pages

    Prezenta CJ A

    Uploaded by

    Tomasz Bigos

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    You are on page 1of 12

    CUSTOME

    R SERVICE
    It is assistance offered to customers before or after they purchase
    products or services

    suggestin
    g products

    handling
    complaint
    s

    answering
    questions
    Purpose of sellers

    -building lasting relationships with


    customers
    -increasing their satisfaction and loyalty
    -positive corporate image
    What influences the quality of
    customer service?
    speed of response to efficiency in resolving
    enquiries requests
    communicatio
    personalisation and
    n
    knowledge of the
    customer
    keeping your
    word
    What do customers need?
    Safety Will I not be lied to?

    Recognition Will they give me plenty of


    time?
    Status Will they treat me with
    respect
    Objections from customers

    1.I don't have the time


    2.The competition has better
    conditions
    3.It's too expensive
    Answers to basic objections:
    1.It takes a few minutes to talk to me
    2.Many customers have said this before they
    know the details of our offer.
    3.Our offer is not cheap, but I bought the
    product and am satisfied
    Difficult/demanding customer

    Is a client who is not served in a standard way. The


    employee has to demonstrate adequate
    preparation and skills.
    Dealing with difficult customers

    1.Understanding the Customer's


    Emotions
    2.Confirming Understanding
    3.Taking Responsibility
    4.Presenting a Solution
    5.Negotiation and Compromise
    6.Agreement of the Parties and Customer
    Satisfaction
    Remember that effective customer service is a dynamic
    process that requires continuous improvement and
    adaptation to changing market conditions and customer
    expectations.
    The
    end !

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