Customer Service By Cristhian Espinoza

Customer Service in Business  Value  Elements  Providing

The Value of Customer Service  Repeat customers  Advertisement  Image  Trust “One customer, well taken care of, could be more valuable than $10,000 worth of advertising.” – Jim Rohn

Customer Service Elements  Active listener  Focusing on what and how they are saying it  Identify needs  Customers want:  To feel important  Your help  Solve situations  Know your customers  Build relationships  Stay connected

Providing Excellent Customer Service  The Ten Commandments of Great Customer Service 1.Know who is boss 2.Be a good listener 3.Identify and anticipate needs 4.Make customers feel important 5.Help customers understand your systems 6.Appreciate the power of “YES” 7.Know how to apologize 8.Give more than expected 9.Get regular feedback 10.Treat employees well

The Top Amazon 2. Trader Joe's 3. Netflix 4. Nordstrom 5. Publix 6. Southwest Airlines 7. Apple 8. FedEx 9. Costco 10. UPS

Why Amazon  Their CEO’S philosophy:  "If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful." - Jeff Bezos  "We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos

Jeff Bezos Jeff Bezos, Amazon's CEO

ZAPPOS CUSTOMER SERVICE Tony Hsieh, Zappos' CEO

What Works  Focus on Customer Experience  Have a fun environment  Build Relationships  Treat all customers the same  Have a Great Attitude  Take on challenges  Be available for clients

BIBLIOGRAPHY  Google Pictures  Why Is Customer Service Important to an Organization? by Rick Suttle, Demand Media March 13,  The Ten Commandments of Great Customer Service by Susan A. Friedman March 13,  Top 10 Companies For Customer Service, by Christopher Elliot. March 13,  Quotations from the Customer-centric Founder and CEO of Amazon, Jeff Bezos by Barbara Farfan. March 13,  Youtube video about Tony Hsieh, Zappos’ CEO, on customer service.  Youtube video, Jeff Bezos, Amazon’s CEO, on evolving.