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Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
Customer service behaviors 11 2012
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Customer service behaviors 11 2012

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  • 1. Improving the Customer ExperienceLibrary 1
  • 2. The Customer Experience Library 2
  • 3. Customer Service BehaviorsThe WelcomeNamesAttentionPositivityThe Thanks 3
  • 4. 4
  • 5. Welcoming BehaviorsA smile and a relaxed facial expression.Non-intimidating eye contact.Tone of voice and inflection.A comfortable pace.Open body language.Looking up from your computer frequently.Greeting people. 5
  • 6. Share yours. Lynne Good morning Use theirs. Mrs. Smith! 6
  • 7. 7
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  • 11. 11
  • 12. •Look for opportunities to renew staffcustomer service training.•Document improvement in customerservice by developing a measurement tooland using it with staff. 12
  • 13. 13
  • 14. References“AT&T Store Employees 5 Key Behaviors – Good Customer Service?” athttp://www.berryreview.com/2011/06/28/att-store-employees-5-key-behaviors-good-customer-service“Customer Service – Washington State Small Business Development Center” athttp://www.wsbdc.org/customer-service“Developing an Effective Customer Service Strategy for Government Agencies” athttp://www.howto.gov/customer-service/strategic-planning“Employee Behavior: Training, Guiding, Coaching” athttp://www.wpex.com/index.php/newsletter/featured/employeee_behavior_training_guiding_coaching/Hurley, R.F. “Customer Service Behavior in Retail Settings: A Study of the Effect ofService Provider Personality” at http://www.scribd.com/doc/54699495/Customer-Service-Behavior-in-Retail-Settings-A-Case-Study“Improving Customer Service through Effective Performance Management” athttp://www.opm.gov/perform/wppdf/custdoc.pdf 14

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