What is customer service?
Customer service is the series of activities
that attempt to improve customer satisfaction
before, during and after the sale of a product
It is the way the employee interacts with the
Some examples of customer service are:
Returning damaged goods
Helping a customer book a flight
Ordering a new mobile phone battery for a
Explaining to a customer why the food they have
ordered is taking so long
Dealing with the customer complaint
Being kind and helpful with the customer
Why is customer service so important?
Helps to sell the product or service
Good customer service will ensure the customer
wants to return to purchase the product or service
A happy customer will tell 3-5 people about their
happy experience, however an unhappy customer
will tell 8-10 people about their unhappy
Be friendly, approachable and polite
Listen to the customer
Deal with the complaint as quick as possible
Always answer emails, messages and phone
Always thank the customer
Ensure that your staff are well trained and are
Good body language
Body language is very important to the
Are the staff smiling, do they greet you and
do they make eye contact when greeting you?
Are the staff friendly and kind?
Do they chew gum and sigh all the time?
Are they responsive and show a sense of
urgency to your request?
Ignoring your customer:
Chatting with your friends
Using your phone
Managers that don’t speak with the
Staff that are difficult to find or contact