1. Final Review
By Peter Rusakovich

2. The two types of Customers…
External Customer– A private individual or someone who comes from another organization. A Paying Customer
Internal Customer– A customer from another part of the same organization. Examples Include: Co-workers, Classmates, Supervisors and Managers

3. In order to provide customer service as a team, employees must…
Actively listen: Listen to understand the message.
Practice Tolerance: Accept the fact that others may have views and opinions different than yours. Avoid Disrespecting others
Compromise: Meet half way so both parties are satisfied by being tolerant.

4. Added Value
The extra, over and above the basic product or service that an organization makes to its customer.

5. In Customer Service A positive attitude can be most identified with….
Customer Loyalty
Work Ethic
Positive Behaviors

6. Attitude
A state of mind or feelings towards a person, thing, or ideas. Attitude is a person’s disposition.

7. Doing the right thing
Think before making decisions to be sure that what you are doing is right and ethical.
Even if a close friend or family member wants a discount that is not offered, you cannot because it is not ethical

8. What to do when the customer complains.
Remember that the customer is always right. It is not necessary to check into the legitimacy (truthfulness) of the complaint.
Regard the complaints as accurate and take immediate steps to resolve them.
The steps to resolve the complaints are:
Apologize
Listen and Empathize
Fix the problem fairly and quickly
Offer Atonement if necessary
Keep your promises
Follow up

9. What if you don’t have an answer or a solution?
Be up front and say so.
Don’t make something up if you don’t know.
Follow up with the customer by saying “I will find out for you”
When you go to your boss with a problem try to have proposed solution to suggest.
Try to prepare for expected problems and questions for the future

10. Mediation
Process that allows opposing sides to come to an agreement. A mediator may be used to assist both parties in this process

11. Diversity
Diversity – The difference between people both internally and externally.
Examples of Diversity Include:
Language Spoken,
The ability to speak (or not),
sexual preference

12. Customer Relationship
The relationship a customer has with an organization, business, or individual that is providing a good or service.

13. Disability A physical or mental impairment,
ADA =(Americans with Disabilities Act)