1.2 the customer service star
DESCRIPTION
1.2 The Customer Service STAR. Standard 1.2 Components of Customer Servic e. The Components of Great Service. Successful companies teach great service Successful companies know their target Successful companies hire and reward great service personnel - PowerPoint PPT PresentationTRANSCRIPT
1.2 THE CUSTOMER
SERVICE STAR
Standard 1.2
Components of Customer Service
THE COMPONENTS OF GREAT SERVICE
Successful companies teach great service
Successful companies know their target
Successful companies hire and reward great service personnel
Successful companies communicate effectively
Successful companies measure service
THE COMPONENTS OF CUSTOMER SERVICE
For this course (and many companies) there are five specific components in customer service
These components work together to form the company’s Service Policies and Guidelines
These guide customer service representatives in working with customers and in meeting the wants and needs of the customer
These help to generate sales and return customers
THE CUSTOMER SERVICE STAR
The STAR
is a method to organize customer service components and focus training on the customer
S - ServiceThis point’s focus:
Customer Service roles & jobs
Creating a Win-Win situation
Customers Service Training
Creating a Customer Service Environment
This point’s focus:Knowing your target market
Creating a customer profile
Understanding satisfaction & dissatisfaction
Understanding customer service expectations
T - Target
A - AptitudesThis point’s focus:
Customer Service Personnel Aptitudes Personality Hiring
Developing Soft Skills Opening Discovery Resolution Ownership “Always”
Active Listening & Writing Skill Development
R - ResourcesThis point’s focus:
Customer Service Experiences
Resources to provide service In-Person o e-Mail Phone o Web o History &
Retention SMS o Secret Shopper o Social Media
Measuring Service Components
Confidentiality & Liability
S - SatisfactionThis point’s focus:
Customer Service Costs
Evaluation & Satisfaction Measures
Word of Mouth & Customer Retention
Customer Service Improvement Methods Loyalty Programs o Memberships o “Miles”
BUSINESS PLANNING & OPERATIONS
CUSTOMER SERVICE PROJECT
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