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Customer Services

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9 views20 pages

Customer Services

Uploaded by

ahrourkabira0
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Customer

Services
Presented by:
Amine ROUGUI
Ilyasse TALEB
Mouad LAOUAM
Table of contents
01 Introduction →

02 Definition of Customer Services →

03 Types of Customers →

04 Types of Services →

05 Innovative Services →

06 How AI Affects Customer Services →


Introduction
Definition of Customer Services
Customer service refers to all the ways a business helps and interacts with its
customers to make sure their needs and expectations are not only met but
exceeded. This includes offering assistance, information, and support before,
during, and after a customer buys a product or service. The main aim is to ensure
customers are happy and to establish long-term relationships with them. The
effective customer service involves clear communication, empathy, knowledge,
and adept problem-solving.
For Example: Imagine a customer service representative actively listening to a
customer's concerns during a phone call, responding to their emails, expressing
empathy when a customer faces an issue, showcasing deep product knowledge to
provide accurate information, and efficiently resolving problems to exceed
customer expectations. These key components collectively ensure a positive
customer experience, fostering trust, satisfaction, and loyalty.
Types of Customers

Loyal Customers First-time Customers Difficult Customers Impulse Buyers

Inactive Customers
Loyal Customers
Are the most important segment to be satisfied and should be the top-of-mind for
any company, this type of customer generally represent a small percentage of a
company customer but contribute the majority of sales, A company can benefit
from loyal customers to recommend the company's product to other people

First-time Customers
First-time customers are the customers with engaging in the business or making a
sales for the first-time, this initial reaction is extremely important it determines the
company positioning in the customer mind, and can influence whether the
customer will return or not, so the company should be familiar with this type.
Difficult Customers
Dealing with difficult customers is a challenge of company's, the customer may be
dissatisfied, so the company must find a solution for satisfied this type, the dealing
with this type need a perfect communication with patience and compassion.

Impulse Buyers
Are the customers who make unplanned buying, this type is influenced by direct
emotions, they make purchasing decisions instantly without much thought, are the
second most attractive segment after loyal customers because they contribute to
increasing sales of new products.
Inactive Customers
Inactive customer is a customer who was dealing with the company but it is
stopping for some reason, company need re-engage these type for be a loyal
customer.
Types of Services

In-personal Assistant Online Support Self Service Option Phone Support

Social Media Customer


Service
In-personal Assistant
In-personal assistant is to Receiving a service from someone who is physically
present. (face-to-face)

Example: customer service at a store, classroom learning, medical consulting....

Online Support
Online support services is to receiving a service from a digital platform and the
internet, this type of services doesn't need a physical present

Example: Live chat support on website, online tutorials, tickets…


Self Service Option
Self-service option refer to system that allow users to perform tasks, access
information independently without direct assistance from others, this option are
designed to empower individuals to handle their needs automatically

Example: Automated customer service hotlines, automated ticketing systems,


online banking transactions

Phone Support
Phone support services involve providing assistance, information, or
troubleshooting help to customer in the phone, this type used to inquire or solve
problems
Example: Order assistance, Call center, return and exchanges
Social Media Customer Service
Social media customer service refer giving a service from social media,
companies use this type to identify customers inquiries and interact with them.

Example: YouTube answering it’s content creators in Twitter (X)


Innovative Services
o Definition:
Innovative services are creative and modern ways of delivering products or
assistance to customers, often incorporating new technologies to enhance overall
user experiences.

o Innovative services that been practiced nowadays


• Instant Language Learning Sessions:

Instant language learning sessions through video calls, focusing on practical


phrases and conversational skills to busy individuals seeking quick language
acquisition.
• Virtual Property Tours with AR Integration:

Allow clients to explore homes remotely and visualize potential modifications or


furnishings through AR overlays, providing a more immersive and informed
property-buying experience.
Innovative Services
• Virtual Nutrition Workshops:

Conduct virtual workshops on nutrition education, covering topics such as meal


planning, understanding food labels, and making informed choices for a balanced
diet.

o The impact of innovative services on customer satisfaction


and loyalty
Innovation significantly boosts customer satisfaction and loyalty by enhancing overall experiences
and addressing evolving needs. When businesses introduce new and improved products,
services, or processes, customers feel valued and are more likely to be satisfied, Overall, the
impact of innovation on customer satisfaction and loyalty lies in creating a positive and evolving
relationship between businesses and their customers.
How AI Affects Customer Services
• Data Utilization:

Companies benefit from AI's ability to process and learn from vast amounts of
data.
AI-driven insights enhance customer service by tailoring responses to individual
needs.

• Efficient Support:

AI enables efficient and timely customer support, providing solutions 24/7


without human limitations.

• Cost Savings:

Implementing AI can lead to cost efficiencies, allowing companies to


allocate resources more strategically.
IBM Watsonx Assistant
Amazon (AWS) Assistant
Ada Customer Service Solution
KODI BANK OF AFRICA
Thank You
For Your Attention
CREDITS: This presentation template was created
by Slidesgo, and includes icons by Flaticon and
infographics & images by Freepik

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