Lesson 3

• CUSTOMER SERVICE

  ·      Set of activities that a service organization uses to win & retain customers’ satisfaction. Provided before, during, or after the sale of product/exist on its own.
• (4) Elements of Customer Service:

  • Organization
  • Front-line People
  • Customer
  • Leadership
• Elements of Customer Service: Leadership

  Commit to the service. Lead by example, listen to front-line people, strive for continuous process improvement.
• Elements of Customer Service: Customer

  Businesses should revolve around the customer, value & treat them like friends
• Elements of Customer Service: Organization

  Make a service handbook containing service quality standard for each task
• Elements of Customer Service: Front-line People

  Are valuable sources of info & know the customers more than the MGMT, should be rewarded for motivation.
• (3) Who Are Our Customers:

  • External Groups
  • Customers
  • Internal Staff
• Who are our customers: External Groups

  ·      Customers who are the organization. Learn how you are perceived as a company with Corporate Image Studies
• Who are our customers: Customers

  ·      Increase customer satisfaction = increase customer retention. Foster customer satisfaction by solving problems quickly
• Who are our customers: Internal Staff

  ·      Happy employees make happy customers. Reward them. Acknowledge their good-doings
• Customer Service Skills:

  • Patience
  • Attentiveness
  • Acting Skills
  • Ability to Communicate Clearly
  • Persuasion Skills
  • Empathy
  • Tenacity
• Customer Service Skills: PATIENCE

  ·       Have it in dealing with confused & frustrated customers to. Take time to listen & fully understand each problem
• Customer Service Skills: ATTENTIVENESS

  ·       Allows one to pick up on what customers are saying without them directly saying it·. Truly listen to customers to provide great service
• Customer Service Skills: ABILITY TO COMMUNICATE CLEARLY

  ·       Relay important points clearly. Keep it simple & leave nothing to doubt.
• Customer Service Skills: ACTING SKILLS

  ·       Basic acting skills to maintain their usual cheery persona in spite of grumpiness
• Customer Service Skills: EMPATHY

  ·       Ability to understand & share the feelings of another
• Customer Service Skills: TENACITY

  ·       Great work ethic & willingness to do what needs to be done results in a service that people talks about
• Customer Service Skills: PERSUASION SKILLS

  ·       Used in convincing customers to buy your product because it is right for them
• Customer feedback increases Customer Lifetime Value (CLV) and Customer Loyalty.
• Best Practices for Providing Best Customer Service:

  • Communication
  • Relationships
  • Customer-centric
  • Not just a number
• BEST PRACTICES FOR PROVIDING THE BEST CUSTOMER SERVICE: COMMUNICATION

  ·       Customers expect to contact you instantly and expect resolution just as fast
• BEST PRACTICES FOR PROVIDING THE BEST CUSTOMER SERVICE: NOT JUST A NUMBER

  ·       Customers would switch brands if they were viewed as a number, treat them as people.
• BEST PRACTICES FOR PROVIDING THE BEST CUSTOMER SERVICE: RELATIONSHIPS

  ·       Establish relationships with customers
• BEST PRACTICES FOR PROVIDING THE BEST CUSTOMER SERVICE: CUSTOMER-CENTRIC

  ·       The art that puts customer relationships as top priority