Definition and Essence Possible Outcomes and Flow of Customer Service Customer Loyalty vs. Customer Satisfaction Customer Service Training Situational Service Phraseology Rule of Customer Service
Comes from 2 words:Customer – one who buyssomething.Service – working for, with,and in behalf of people. What is Customer Service?
Any contact between a customer and a company. Very subjective and exists only in the eyes of the beholder whenever there is customer contact or “moment of truth”.
“To know me is to love me” – customer loyalty develops as customers feel a connection with a company.
Customer Loyalty › Very important and more important than customer satisfaction › Develops when customers get involved with the company above normal transactions through:
› showing extraordinary effort› making care for customers recognizable› providing individual service
Forgive and understandminor problems Are not price sensitive Will help the business sellwith word-of-mouth way Will not jump at the next“pretty face”
Will continue doing business until something better comes along No personal interaction Sees business as impersonal, only doing business with a company, not with a person
Is the most costly and effective way to build customer loyalty. Whether or not training has taken place, it will be evident through services. Customer service training is either: › An investment › An expense
1. Basic training – enables employees to adequately know their products, systems and procedures.1. Competitive edge training – expensive but definitely increases the level of training.
*Additional: Set standards for our employees thatwill make them have the potential to becompetitive. Ensure that “soft skills” are taughtincluding attitude.
SITUATION COMMON SERVICE PHRASEOLOGY PHRASEOLOGYThe customer has a What seems to be Please tell me whatproblem or the problem? happened.complaint.A customer is You have to wait 20 Your table will belooking for a seat at minutes for a table. ready in 20 minutes.a restaurant.An employee must One moment, One moment,leave a customer for please. please. I will…a short time.A telephone Hold on, please. May I put you onoperator is putting a hold?caller on hold.
*cynic: someone that has a negative attitude towards many issues.1. Always assume your customers are truthful. › It is attitude and trust towards the customer that is important.
By assuming the above rule… interrogation is eliminated, process is simplified, and your customer goes away satisfied. Management and employee’s stress caused by confrontation is also eliminated.