Lesson 6: LISTEN TO THE CUSTOMER'S COMPLAINT

• Term Definition Customers Are the people who need help, assistance and care of their needs Service It is not only limited to or an exchange of monies for goods or services; it should provide the customer a satisfaction. Costumer’s relation The way a business relates to its customers, clientele and patrons Customer Service It means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back Dwindling business decrease, lessen, diminish, reduce
• Customers


  Are the people who need help, assistance and care of their needs
• Service


  It is not only limited to or an exchange of monies for goods or services; it should provide the customer a satisfaction.
• Costumer’s relation


  The way a business relates to its customers, clientele and patrons.
• Customer Service


  It means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back.
• Dwindling business


  decrease, lessen, diminish, reduce.
• Customers are individuals who need your assistance. They are the reason you have a job.
• Customers want to pay a reasonable price for good and quality service or products, and feel satisfied on how much they have paid for a service/product they received. They want someone to take care and understand their needs and help answer them.
• Good customer service is all about the attitude and skills of the hostby extending that extra step to help without being asked!
• Service


  Service is not only limited to or an exchange of monies for goods or services. It should provide the customer with happiness and satisfaction more than a product or action taken. A happy and satisfied customer will continue to be a buying customer and a returning customer. This is the overall point of customer service.
• Customer service


  Customer service means providing a quality product or service that contents the needs/wants of a customer and keeps them coming back. Good customer service means much more – it means continued success, increased profits, higher job satisfaction, improved company or organization morale, better teamwork, and market expansion of services/products.
• Professional Qualities in Customer Service


  Friendliness – the simplest quality which is associated with courtesy and politeness.
• Professional Qualities in Customer Service


  Empathy – the customer needs to know that the service provider understands their wants and circumstances.
• Professional Qualities in Customer Service

  Fairness – the customer wants to feel they receive sufficient attention and reasonable answers.
• Professional Qualities in Customer Service


  Control – the customer wants to feel his/her wants and input has impact on the outcome.
• Professional Qualities in Customer Service


  • Information – customers want to distinguish about products and services in a pertinent and time-sensitive manner.
• Attitude Checklist


  What attitudes assist in providing good service?

  • Enjoy helping people

  • Handle people well

  • Care for your customers

  • Give fair and equal treatment to all

  • Be understanding of people with special
• Greeting Customers

  • Be attentive and acknowledge a person as soon as they appear, even if you’re busy
  • SMILE!
  • Establish eye contact
  • Tell them your name
  • Ask how you can help
  • Give the customer your full attention
  • Be polite and courteous
• Establishing Rapport


  What does good rapport feel like?

  Practice greeting someone

  • Make the customer feel comfortable
  • Make the customer feel important and valued
  • Use empathy