1. Customer service

2. Involvement & enhancements a business takes to please customers
What is customer service?
Involvement & enhancements a business takes to please customers
Assistance program performed by specific people to aid in directing customer needs.
Organizations ability to satisfy customers

3. Includes the following:
Customer Service
Includes the following:
Recognizing the value of customers
Making a product easy to purchase
Giving the customer a reason to buy again
Staying in constant communication with customers
Making the customer feel importand with respect and fairness
Establishing an efferent order and delivery system

4. Is the Boss Will provide information such as:
The Customer
Is the Boss
They pay the salary and make office and retail jobs possible
Will provide information such as:
How to provide great service
What they want or need
How to improve customer relations

5. Product Buying Made Easy
Creates an easy method for the customer to find your products and services
Specific catalogs with table of contents/index
A web site with a simple structure
Provides a convenient operation hours
Offers special enticements to new and former customers
Buy one, get one free
Free shipping
Percentage discounts on specific/large orders

6. Answers questions in a prompt & accurate manner
Product Buying Made Easy
Answers questions in a prompt & accurate manner
Does not mislead the customer into believing something false
Does not keep the customer on hold for long periods of time
Allows the customer the opportunity to pay in different forms
Purchase orders
All major credit cards

7. Includes knowing your products
Product Buying Made Easy
Offers extended warranties, samples products, trial periods or a money-back guarantee
Includes knowing your products
Convey knowledge of products & services

8. Immediately solve questions or complaints to customer’s satisfaction
Customer loyalty
Immediately solve questions or complaints to customer’s satisfaction
If possible, greet each customer by name
Include loyalty items in the shipping process:
Updated catalog
Special coupon
Customer survey

9. When approp. Contact customers by mail or phone:
Customer loyalty
Enroll customers in a frequent buyers program to all them to earn points
When approp. Contact customers by mail or phone:
Thank them for purchase
Inquire about overall satisfaction
Invite to buy again

10. Sending out advance notice of upcoming sales or new products
Communicating with customers
Sending out advance notice of upcoming sales or new products
Asking customers to subscribe to newsletter
Invite customers to a “customer appreciation” party
Distribute surveys for current & future services

11. Show that you care about their position Express thanks & appreciation
Feeling important & appreciated
Be sincere
Use their proper name
Show that you care about their position
Express thanks & appreciation

12. Identifying specific customer needs
Listening to customer needs
Listen intently
Identifying specific customer needs
Identify key words, actions, tones, and emotions
Understand what the customer wants & deserves

13. Receiving more than expected Feeling important and appreciated
Customer needs
Receiving more than expected
Feeling important and appreciated
Feeling treated with respect by phone or in person
Solving complaints
Effective answering of questions

14. Is regular practice of superior service Should be above & beyond
Meeting Customer expectations
Is regular practice of superior service
Should be above & beyond
Ask the questions
What can you give customers they cannot get elsewhere?
What could be given to the customer which is totally unexpected?

15. 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
Unknown

16. Keep your cool and your temper down Be polite & respectful
Dealing with complaints
Keep your cool and your temper down
Be polite & respectful
Exceed customer’s expectations
Listen with intent to resolve the complaint
Record and document complaints
Time, date, name & number

17. 3 Letters of Power
Y---E---S
If a complaint is resolved on the spot, 95% of the customers will do business again.

18. Because customer is always right
YES
Because customer is always right
Only used if customers request is within reason
Understand the company cannot please everyone