1. CUSTOMERS

2. Content who are customers; what types of customers there exist; factors that attract customers; attractive customer service; a code of practice; polite ways of requesting for information about goods and services; polite ways of providing customers with information about goods and services.

3. Customer (client, consumer, buyer) is an organization or individual that uses, usually for money, products or services of some company.

4. Types of customers seller producer supplier final customerassembly plant wholesaler retailer for further processing or re-selling for personal needs

5. What attracts customers price qualitycustomer service yesno satisfied customer customer loyalty dissatisfied customer

6. What service attracts customers?

7. Quick service

8. Polite, courteous, helpful and competent staff

9. A wide range of goods and services provided

10. Convenient location of an outlet

11. Round-the-clock service

12. Presents and gifts

13. Discounts and discount cards

14. Additional optional service (assembly, delivery etc)

15. Providing information support and servicing over the telephone, on-line

16. A set of rules for customer service is a CODE OF PRACTICE Attractive customer service quick service polite, courteous, helpful and competent staff a wide range of goods and services provided convenient location of an outlet round-the-clock service presents and gifts discounts and discount cards additional optional service (assembly, delivery etc) providing information support and servicing over the telephone, on-line

17. Polite ways of requesting for information about goods and services To get information use DIRECT questions To ask a «difficult» question, or make your question more polite use INDIRECT questions Wh/How questions What are your opening hours? Could/Can you tell me…+ direct word order Can you tell me what your opening hours are. Yes/no-questions Do you have round-the-clock service? Could/Can you tell me…+ whether/ if Could you tell me if you have round-the-clock service.

18. Polite ways of providing customers with information about goods and services be competent, well-informed, aware of all products and services of your firm; stay polite, courteous, helpful; provide clear, accurate, specific answers; pick up the receiver not later than after the third ring; greet a client, name your company and introduce yourself.

19. Basic glossary

20. Thank you for your attention