1.The increased competition of the global economy has made customer care one of the top priorities of many companies. 2.Successful businesses are now more customer-centric and place a high value on their customer care professionals. 3.This module will give you an introduction to customer service and will also focus on the foundation needed to build life-long customer relationships through the development of positive customer care approaches.
What Is Customer Service? Objective 1: Describe what Customer Service is Developing a customer-centric mindset Focus on serving customers
Who Are Your Customers? Objective 2: Identify who your customers are Internal Customers External Customers
What Does Customer Service Mean To You? Objective 3: Describe your understanding of the importance of customer service Are you self-focused or customer-focused?
The Self-Focus Company Figure 1.1. The Self-Focus Company
The Customer-Focused Company Figure 2.1. The Customers-Focus Company
Recognition for staff who finish the task Fulfill boss’s expectation Promoted based on time & relation No related the transaction so no responsibilities Recognition for staff who fulfill customers’ need. Leader support his staff fulfill customers’ need Promoted based on performance, knowledge, skill. Understand internal & external customers
Excitement is Contagious Objective 4: Develop a natural excitement throughout the customer service process Be excited about your company Be excited about your product Be excited about meeting your customer's Be excited about your customer needs via your product
MP1 - Maintain or enhance self-esteem MP2 - Listen and respond with empathy MP3 - Involve MP4 - Share thoughts and feeling MP5 - Give support and facilitate undertaking
1. Customer Service is the process of meeting a customer’s need and expectations by providing a high level of quality service resulting in satisfied customers. 2. Customers apply to both internal and external customers. Internal customers are persons within your organization who depend upon you for your service to perform their own jobs. External customers are persons outside of your organization with a need that your company is able to fulfill. 3. We interact with customers in a variety of ways such as person-to- person, telephone, Internet, written communication and fax. 4. Customer service is essential for satisfied and loyal customers as well as employees. 5. The heart of customer service is the joy of seeing our customers satisfied.