 Throughout this training we will come back to three fundamental elements that must exist and be learned in order for good service to exists:  1. Expand your idea of service,  2. Consider or reconsider who your customers are, and  3. Develop customer friendly service techniques.

“The definition of customer service should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction – not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer.”

1. Friendliness – the most basic and associated with courtesy and politeness. 2. Fairness – the customer wants to feel they receive adequate attention and reasonable answers. 3. Control – the customer wants to feel his/her wants and input has influence on the outcome. 4. Alternatives – most customers want choice and flexibility from service. They want to know there are many avenues to satisfy them. (Wikipedia)

Who are Your Customers? As the old saying goes: “Find out what they (customers) like, And how they like it, And let’ them have it, Just that Way!” (Source: Academics for Educational Development)

Service equals Money

Other types of service feedback include: · Customer focus groups · Polls · Suggestion boxes · Telephone Hotlines · Public forums · Customer evaluation forms · Customer mail/

Always!

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