Customer Service CUSTOMER SERVICE

Vocabulary Customer Service Transaction - an instance of buying or selling something. Interaction - reciprocal action or influence. Impression - an idea, feeling, or opinion about something or someone, especially one formed without conscious thought or on the basis of little evidence. Responsiveness - the quality of reacting quickly. Adherence - "sticking to" or "being faithful to."

Customer Service Procedures - an established or official way of doing something. Proactive - (of a person or action) creating or controlling a situation rather than just responding to it after it has happened. Reliability - being dependable. Consistency - acting or done in the same way over time, especially so as to be fair or accurate. Efficiency - working in a well-organized and competent way.

What is Customer Service? The process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means.

Objectives of Customer Service Communicate effectively with customers Create a positive impression Develop and maintain customer service standards Plan good customer service

Skills for customer Service Know about your organization Learn the technical parts of the job Communicate well Be consistent Be organised Know your place in the team and be a team player

Factors affecting the quality of service Customer Service Factors affecting the quality of service Reliability Confidence Responsiveness Efficiency Consistency Organization Acceptance of and adherence to policies and procedures

Planning a good customer service Recording procedures (when are your busy times) Reporting procedures (meeting organisational/ funding/ legislative requirements) Observe and report customer needs Be proactive in improving service Market your organisation Have processes and procedures for dealing with difficult situations before they happen and make sure staff are trained.

Conversation Customer Service Do you think customer service is essential for companies? In what way is customer service helpful? Which is the best way to provide customer service? Have you ever come across any customer service experience 1)Give synonym : Policy 2) Give antonym : Conscious 3) Give meaning : a) Accurate b) Interaction c) Impression d) Consistent 4) Make a sentence using below word : a) Efficiency b) Proactive c) Across