Customer Service

What is customer service? Definition – making sure customers are satisfied & will continue to buy products or services of a company Everyone who has any contact with customers is a customer service representative.

2 types of customers: External customers – consumers who purchase goods & services from a business. Internal customers – the people who work for that business or who do business with that company.

Duties of Customer Service Representatives: answer questions provide technical assistance protect customers’ privacy

provide customers with products &/or services which meet their needs ensure that customers feel they are getting good value for their money

Qualities Desired for Customer Service Representatives: Good product or service knowledge Friendliness Knowledge of customer needs Problem-solving skills Positive communication skills

Communication Skills needed for all Customer Service Representatives: Listen! Clear & positive – communication both verbal and non-verbal Empathize with customer

Know & communicate company protocol and guidelines effectively – problem solving Time management Manage personal emotions

In customer service, use the WHAT factor: W – Welcome H – Hear A – Accomplish T – Thank WHAT makes customer service!!