What is Customer Service?
- Define Customers – External and Internal
- Customer Service defined
Critical Elements of Customer Service
- A Customer Service Focus
- Defined in your Organization
- Given Life by Employees
- Solving Problems
- Measure it
- Reinforce it
Customer Service Focus
- Define Customers
- Define Customer Expectations
Defined in Your Organization
- What are the company standards?
- What does management expect from employees?
- What is the company culture?
- Does the culture support customer service?
Given Life by the Employees
- What authority do employees have?
- Develop communication skills
- Asking questions to ascertain customer needs and wants
- Effective telephone techniques
- Dealing with difficult clients
- The Recovery Process
- Defining methods to measure customer satisfaction
- Defining review schedules
- Defining processes to take corrective action
- How to make it a part of the culture
- Positive reinforcement techniques