Process Customer Retention PPT

Customer service might be provided by an individual (e.g., sales and service representative), or by automated means known as self-service. Samples of self service are Web sites. The experience a customer has of a product also have an effect on the full service expertise, however this is more of a product direct feature than what's included in the definition of customer service. Client service is often an integral part of a corporation’s customer price proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that "customers have memories. They will bear in mind you, whether or not you keep in mind them or not." More, "client trust can be destroyed directly by a serious service drawback, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence." From the purpose of read of an overall sales process engineering effort, client service plays an important role in a company's ability to generate income and revenue. From that perspective, client service should be included as part of an overall approach to systematic improvement.

Some have argued that the quality and level of customer service has decreased in recent times, and that this will be attributed to an absence of support or understanding at the manager and middle management levels of a company and/or a customer service policy. Client Retention: A way to Keep Your Purchasers Happy, Referenceable and Shopping for Additional Diana Eagen Manager, Business Development Bacon's Information, An Observer Co. Wednesday and therefore the customer retention process begins with the first contact before they're even a customer.