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15 Cards in this Set
- Front
- Back
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What Is Customer Service?
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Developing a customer-centric
mindset focused on servicing the customer. |
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Who are Your Customers?
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Internal Customers and External customers
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Your eye contact shouls be_______ as though you were
talking to a friend |
Natural
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What are the rewards of customer service?
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Satisfied and loyal employees
and satisfied and loyal customers. Repeat business and referred business. |
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What are the penalties of poor customer service?
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Dissatisfied and disloyal customers. Dissatisfied and disloyal customers. Negative publicity resulting in loss business. business.
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Described the self-focused Company.
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A company that beleives that the customer exist to support the company.
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What is a customer-focused company?
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A company that believes it exists to meet the needs and expectations of the customer.
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Define Customer Service.
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The process of meeting a customer's needs and expectations by providing
a high quality of service resulting in satisfied customers. |
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How do we interact with customers?
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1.Person to person
2.Via telephone 3. Internet 4.Written communication 5.Fax |
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Why is customer service essential?
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It is essential to retain and attract and retain satisfied and loyal customers and employees in order to provide high levels of service.
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What kind of employees does customer service apply to?
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Internal and External customers.
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What is an internal customer?
upon you for service to perform their own job. |
An internal customer is a person within the organization who depends upon on you for service to perform their own job.
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What is an external customer?
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An external customer is a person or persons outside the organization with a need that your company is able to fulfill.
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When addressing your customer
you should ______________ |
Always face them.
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___________ while your customer is speaking is very effective when demonstrating your interest and attention.
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Leaning forward slightly.
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