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Transcript of Customer Service
Why do we care?
What is customer service?
Good customer service can:
Improve customer retention
Improve employee retention
Boost employee morale
Increase the size of the customer base
Enhance the reputation of our organization
Assist with the improvement of products and services
Show customers that we value them
Who are our customers?
Who is a customer?
Quality, consistent product
Speed & timeliness
Accurate and trustworthy information
Respectful and courteous treatment
Willingness to help
It varies, but probably:
When we know what our customers want, our goal is not only to meet those expectations, but to exceed them.
Requires a persistent commitment to excellence at every level
Going the extra mile
Treating customers as individuals
Routinely step into customers' shoes
Skills to Improve your customer service:
Good communication skills
Problem solving skills
Patience and courtesy
Understanding of the store's offerings
Striking the right balance
Be positive but don’t gloss over problems.
Be personable, but not in an unprofessional manner.
Listen attentively, but not so quietly as to seem distracted or disinterested.
Assume the best about people, but don’t forget to remain prepared for the worst.
Discuss problems with superiors, but don’t disrespect customers behind their backs.
91% of unhappy customers will never again buy from a company that has displeased them•
Various surveys have found that customers will tell between seven to eleven other people if they are displeased with an organization.
Tips for effective speaking
Thank the customer
Take personal responsibility to find a solution
Make addressing customers' concerns the highest priority
Don't be afraid to apologize, but then fix the problem
Know that you're representing the organization
Use the proper tone for the occasion
The manner in which something is said can be just as important as the content
Handling Challenging Customers:
Practice active listening techniques
Clarify what the conflict is about
Accept the feelings of the customer
Be quick to apologize and quick to forgive
Involve another person if necessary
Put the customer first
Outstanding customer service is in EVERYONE'S best interest - Don't be afraid to take care of a customer's needs!
The customers are NOT always right, but The Customer should always
Customers are people too.
Do your best in dealing with customers
Are the most important people in our business.
Are not dependent on us. We are dependent on them.
Are not an interruption; they are the reason we are here.
Are people who come to us with their needs and wants. It is our job to fulfill their needs.
Are deserving of the most courteous and attentive treatment we can give them.
Tips and Key Phrases
Greet customer immediately.
Make eye contact.
Use a warm, friendly tone of voice.
“What can I get for you today?”
Repeat the order back.
“I don’t know, but I’ll find out.”
Be polite. Use Please and Thank You!
“Is there anything else I can get for you?”
If we are out of an item, immediately
suggest an alternative.
End transactions positively.
“Have a great day!”
What do they want?
Think of a time you experienced memorable customer service- positive or negative.