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Chapter 7 customer questions to quality service
 

Chapter 7 customer questions to quality service

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Chapter 7 customer questions to quality service

Chapter 7 customer questions to quality service

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    Chapter 7 customer questions to quality service Chapter 7 customer questions to quality service Presentation Transcript

    • Chapter 7
      • Handling Customer Enquires
      • Handling Product Return
      • Dealing with Difficult Customers
      • Quality Customer Service
    • Handling Customer Enquiries
      • Listen carefully
      • Clarify with customer by asking questions if we needed more information.
      • Provide relevant and correct information
    • Handling product return
      • Accept the product
      • Ask questions about the product that is returned
      • Listen carefully to complaints about the product
      • Apologise for the inconvenience caused
      • Ask customner to complete a product return form
    • Handling product return
      • Ask customer if he or she preferred an exchange or refund
      • If an exchange or replacement advice the customer on how to get a new product.
      • If a refund is preferred, return customer the amount of money he or she paid.
    • Sales or service breakdown
      • This happens when a product or service fails to meet customers’ expectations.
      • Examples of sales breakdown
      • Product advertised is not available
      • Product does no meet the customers’ expectations
      • The service personnel are unfriendly or unhelpful.
    • Handling Customers’ complaint
      • Don’t argue with the customer. It will make him angrier
      • Don’t be rude to the customer even if you do not agree with him.
      • Don’t ignore the customer.
      • Don’t blame others. The customer wants a solution not explanation of who caused the problems.
      • Don’t be slow in responding to the customer.
    • Why is it important to have quality customer service?
    • Quality Customer Service
      • Customers will have a positive experience and they will choose to come back.
      • Customers will recommend their relatives and friends to us.
      • We create customer loyalty and continue our business relationship.
    • Quality Customer Service - Customers expect us to:
      • Be polite
      • Smile
      • Be friendly
      • Be knowledgeable
      • Be efficient
      • Be able to solve their problems
    • Task 1
      • Go to www.askmisterchua.com
      • EBS Chapter 7
      • Password: nss7
      • Chapter 7 CROSSWORD (2 nd Half of the chapter) REVISION