Lesson 5

1. Explain the essentials of customer service;2. Identify other integral factors of the value-

added business that contribute to customer service;

3. Describe procedures for handling customer complaints;

4. List and provide examples of the four-step customer service process.

Have you ever had a bad experience in purchasing a product or service? How did that make you feel? What did you do about it? If you registered a complaint, how was your

complaint handled? Would you make a purchase at that business

again? Would you recommend the business to

friends?

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. - PETER DRUCKER

Do what you do so well that they will want to see it again and bring their friends. - WALT DISNEY

The goal as a company is to have customer service that is not just the best, but legendary.

- SAM WALTON

A process for providing competitive advantage and adding benefits to the supply chain in order to maximize the total value to the ultimate customer.

Order processing, billing and invoicing, product returns, and claims handling are all typical examples of customer service. Customer service departments, which basically handle customer problems and complaints, also represent this level of customer service.

Specific performance measures: percentage of orders delivered on time and

complete; number of orders processed within acceptable

time limits.

1. Transaction level activity2. Performance measures for customer

service3. Emphasis on quality and quality

management Leads to a philosophy of Customer Service

1. Know your product: study and learn as much as you can about your products

2. Reach out: greet each customer who appears to need help, respond politely, enthusiastically, and knowledgeably to questions and needs. Complete the interaction by inviting the customer to return and let you know how s/he liked the product.

3. Be alert: Learn to read facial expressions and body language in order to sense when the customer needs help.

4. Get help fast: if you don't have an answer- know how to quickly get help from the experienced people in your market who do have the knowledge.

Handling complaints well requires application of the basic techniques of good customer service. In most cases, the anger or frustration of a

dissatisfied customer will be diffused by being treated in a way that shows you care about the customer and their problem.

When a customer approaches you, greet them with a friendly smile. Listen attentively and sympathetically while the customer describes their problem, and don't interrupt until they have let out all frustration.

Eight rules for good customer service

How customer service works

Seven steps to remarkable customer

service

1. Explain the essentials of customer service;

2. Identify the integral tenets of the value-added business that contribute to customer service;

3. List and provide examples of the four-step customer service process.

4. Describe three procedures for handling customer complaints;