1.2 The Customer Service STAR Standard 1.2 Components of Customer Service

The Components of Great Service Successful companies teach great service Successful companies know their target Successful companies hire and reward great service personnel Successful companies communicate effectively Successful companies measure service

The Components of Customer Service For this course (and many companies) there are five specific components in customer service These components work together to form the company’s Service Policies and Guidelines These guide customer service representatives in working with customers and in meeting the wants and needs of the customer These help to generate sales and return customers

The Customer Service STAR The STAR is a method to organize customer service components and focus training on the customer

S - Service This point’s focus: Customer Service roles & jobs Creating a Win-Win situation Customer Service Training Creating a Customer Service Environment

T - Target This point’s focus: Knowing your target market Creating a customer profile Understanding satisfaction & dissatisfaction Understanding customer service expectations

A - Aptitudes This point’s focus: Customer Service Personnel Personality Hiring Developing Soft Skills Opening Discovery Resolution Ownership “Always” Active Listening & Writing Skill Development

R - Resources This point’s focus: Customer Service Experiences Resources to provide service In-Person o e-Mail Phone o Web o History & Retention SMS o Secret Shopper o Social Media Measuring Service Components Confidentiality & Liability

S - Satisfaction This point’s focus: Customer Service Costs Evaluation & Satisfaction Measures Word of Mouth & Customer Retention Customer Service Improvement Methods Loyalty Programs o Memberships o “Miles”