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Vermette UF 300 Chapter 8   Serve
 

Vermette UF 300 Chapter 8 Serve

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    Vermette UF 300 Chapter 8   Serve Vermette UF 300 Chapter 8 Serve Presentation Transcript

    • 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
    • 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
    • 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 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
    • 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 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
    • 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