Lesson 1.1 6/17/2018 LESSON 1.1 THE SERVICE ADVANTAGE

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Presentation transcript:

Lesson 1.1 6/17/2018 LESSON 1.1 THE SERVICE ADVANTAGE Name several characteristics of customer service jobs Describe what good customer service means CUSTOMER SERVICE

The Many Facets of Customer Service 1.1 The Many Facets of Customer Service Customer service jobs vary widely. Customer service helps companies make sure customers are satisfied and will continue to buy products or services. Customer service representatives are employees trained in different areas of customer service.

Trends in Customer Service 1.1 Trends in Customer Service Place of work Call centers Help desks Web-based companies

Customer Service Roles 1.1 Customer Service Roles Reactive role Proactive role

Some Real-Life Examples 1.1 Some Real-Life Examples L.L. Bean Polaroid

What Is Good Customer Service? 1.1 What Is Good Customer Service? The value of service Service sets companies apart Superior service comes in different forms Paying more for amenities When price is an issue

Characteristics Customers Want in Customer Service Representatives 1.1 Characteristics Customers Want in Customer Service Representatives Good knowledge of the products and industry Ability to analyze the customer’s needs Friendliness Problem-solving skills