2. 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.

3. What Is Customer Service? Objective 1: Describe what Customer Service is Developing a customer-centric mindset Focus on serving customers

4. Who Are Your Customers? Objective 2: Identify who your customers are Internal Customers External Customers

5. 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?

6. The Self-Focus Company Figure 1.1. The Self-Focus Company

7. The Customer-Focused Company Figure 2.1. The Customers-Focus Company

8.  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

9. 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

10.  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

11. 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.