Customer Service - Overview

Sales & Customer Service are equally important…

Customer Retention

Customer Loyalty

Future Cross – Selling /

Up-selling opportuni

ty

New Business at Lower cost

Referrals

Profitability

Customer Service is a part of Sales Process and it impacts profitability..

“ It’s 5 times easier to source referral business through an

existing client than a new prospective customer”

“It’s the difference YOU Make that makes the

DIFFERENCE between you and

others”

• Contact client once the disbursement

has happened to ensure they understand and appreciate documentation sent to them• Call the client near review appointment date to confirm future meeting• Tell them how their policy is performing• Keep in contact – regular & Ad Hoc• Give priority to any complaints

Helping customers and being in touch will make a difference to them and to YOU…..

What does Good Service look like?

“ Good service is doing MORE than what is

EXPECTED “

MUMBAI STAKES1st Place - 25,000

Rupees

2nd Place - 5,000 Rupees

3rd Place - 1,000 Rupees

Imagine the difference between 1st and 3rd Prize ….. 25 Times

What Made The Difference?

“We never forget YOU have a choice”

“The World’s Favourite Airline”

Even the Best in Business knows how important it is to retain customers…..

• Customer Grievances are often

genuine

• Customer has a RIGHT to information

• Happy Customer is a potential buyer

• Customer knows the Brand and

experienced a transaction – hence

effort & time required to sale is less

• Being in touch solves a lot of problems

And we need to get our Basics right to be the best in Customer Service……

Quality Customer Service creates WIN WIN for both you and the Customer …..

Value for Money

Great Experience

Peace of Mind

Correct Information

More referrals

Ease of Selling

More opportunity

More Sales

More Incentives

WIN

WIN

Lead the way To MAKE A DIFFERENCE