1. Customer Service

2. What is customer service?
Definition – making sure customers are satisfied & will continue to buy products or services of a company
Everyone who has any contact with customers is a customer service representative.

3. 2 types of customers:
External customers – consumers who purchase goods & services from a business.
Internal customers – the people who work for that business or who do business with that company.

4. Duties of Customer Service Representatives:
answer questions
provide technical assistance
protect customers’ privacy

5. provide customers with products &/or services which meet their needs
ensure that customers feel they are getting good value for their money

6. Qualities Desired for Customer Service Representatives:
Good product or service knowledge
Friendliness
Knowledge of customer needs
Problem-solving skills
Positive communication skills

7. Communication Skills needed for all Customer Service Representatives:
Listen!
Clear & positive – communication
both verbal and non-verbal
Empathize with customer

8. Know & communicate company protocol and guidelines effectively – problem solving
Time management
Manage personal emotions

9. In customer service, use the WHAT factor:
W – Welcome
H – Hear
A – Accomplish
T – Thank
WHAT makes customer service!!