Customer Relations Foster positive relationships with customers to enhance company image.

Beliefs held by employees who have a customer-service mindset Employee shows clear, relentless, unwavering focus on the customers. Internal customer (co-workers) satisfaction is important Fostering positive customer interactions vs. negative View negative customer interactions as a way to identify customer’s needs View your work through the eyes of the customer Define your functions with the customer in mind

Importance of exhibiting a customer-service mindset Customer satisfaction = Profit Goodwill/positive feelings develop Gathers information about customer buying decisions Avoids loss of sales Avoids markdowns and sales returns Avoids delays in sales

Occasions for exhibiting customer-service mindset When a customer is upset and angry, the employee should act quickly to correct the mistake. Employee should demonstrate a focus of attention on the customer when there is a problem.

Beliefs held by employees who have a customer-service mindset How does customer service relate to the Business Financial Planning ?

Service orientation Listening to and understanding the customer. Customer satisfaction is high priority.

Describe guidelines for exhibiting a customer-service mindset. Measure regularly through customer feedback Measure internally for employee satisfaction Customer satisfaction = employee bonuses (incentives) Link customer satisfaction to other business goals

Different Ways employees demonstrate service orientation. Greets the person promptly and courteously. Pays attention to the person. Asks questions to determine the person's needs. Listens carefully and empathizes with the person's concerns. Offers relevant information. Summarizes to check for understanding. Acts or agrees on a clear course of action.

Different Ways employees demonstrate service orientation Tries to do better than expected. Asks questions to check for satisfaction. Follows through. Thanks the individual. Takes surveys to determine people's needs. Is courteous to citizens, clients, patients, etc. Does not "pass the buck.” (Play the “blame” game)

Procedures for reinforcing a service orientation through communication Use customer surveys to pinpoint areas for improvement Use employee surveys to pinpoint areas for improvement Develop a follow up procedure to determine levels of customer satisfaction after the sale

Performance Activity Research 5 companies that demonstrated poor customer service. Describe the customer service issues within the organization and the problems that it caused the company. Write a detail description of the changes you would make with in the companies to improve customer service

Different Ways employees demonstrate service orientation. Tries to do better than expected. Asks questions to check for satisfaction. Follows through. Thanks the individual. Takes surveys to determine people's needs. Is courteous to citizens, clients, patients, etc. Does not "pass the buck.” (Play the “blame” game)