Chapter Eight:
Maximizing Customer Service
and Productivity in the Workplace
The goal as a company is to have customer ser...
Chapter Goals
Learning
• To identify the components
of the customer service
triangle.
• To develop relationships
that lead...
Shifting Economy
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
3
Customer Service
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
4
Service Triangle
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
5
Components of
Consumer Buying Decisions
• Value for the price.
• Overall quality of
customer service.
• Knowing the compan...
Top 10 Customer Service
Commandments
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
7
Top 10 Customer Service
Commandments
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
8
Knowing the Customer
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
9
Dealing with Difficult Customers
• Don’t argue.
• Listen.
• Watch body language.
• Don’t take it personally.
• Be aware of...
E Commerce and Customer
Service
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
11
Chapter Reflections
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
12
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Vermette UF 300 Chapter 8 Serve

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Vermette UF 300 Chapter 8 Serve

  1. 1. Chapter Eight: Maximizing Customer Service and Productivity in the Workplace The goal as a company is to have customer service that is not just the best, but legendary.. Sam Walton Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 1
  2. 2. Chapter Goals Learning • To identify the components of the customer service triangle. • To develop relationships that lead to excellent customer service. • To identify and understand the statements and components that drive productivity. Ability • Deliver better customer service in person and online. • Read and understand an organizational chart. Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 2
  3. 3. Shifting Economy Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 3
  4. 4. Customer Service Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 4
  5. 5. Service Triangle Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 5
  6. 6. Components of Consumer Buying Decisions • Value for the price. • Overall quality of customer service. • Knowing the company will be there to resolve any problems. • Benefits the product or service provides. • Convenience. • The way the product or service makes me feel. Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 6
  7. 7. Top 10 Customer Service Commandments Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 7
  8. 8. Top 10 Customer Service Commandments Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 8
  9. 9. Knowing the Customer Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 9
  10. 10. Dealing with Difficult Customers • Don’t argue. • Listen. • Watch body language. • Don’t take it personally. • Be aware of violence. • Use calming phrases. • Solve problem. • Learn policies and procedures. • Work to build good relationships. Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 10
  11. 11. E Commerce and Customer Service Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 11
  12. 12. Chapter Reflections Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 12

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