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Chapter 07

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Customer Service
OST 289

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Chapter 07

  1. 1. CHAPTER 7 SLIDE 1CHAPTER 7 Customer Service 1 Customer Service 2 Customer Service Skills 3 Customer Service Strategies 4 Handling Difficult Situations© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  2. 2. CHAPTER 7 SLIDE 2Customer Service The ability to consistently give customers what they want and need An attitude and commitment (customer focus) Essential for many organizations to fully achieve their goals© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  3. 3. CHAPTER 7 SLIDE 3Two Types of Customers External customers Internal customers BananaStock/JupiterImages© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  4. 4. CHAPTER 7 SLIDE 4Serving Internal Customers Come to work on time. Be polite and courteous. Answer questions or calls quickly. Be professional at all times. Go the extra mile and exceed the expectations of others.© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  5. 5. CHAPTER 7 SLIDE 5Problem-Solving Skills Define the problem. Collect and analyze information. Generate alternatives. Assess and implement. Evaluate the solution.© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  6. 6. CHAPTER 7 SLIDE 6Other Customer Service Skills Effective listening skills Verbal communication skills Nonverbal communication skills Human relations skills Empathy Understanding or concern for someone’s feelings or position© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  7. 7. CHAPTER 7 SLIDE 7Other Customer Service Skills E-mail customer service skills Telephone customer service skills Web customer Blend Images/Jupiter Images service skills© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  8. 8. CHAPTER 7 SLIDE 8Customer Service Strategies Show respect for customers. Go the extra mile. Take responsibility. Maintain effective relationships.© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  9. 9. CHAPTER 7 SLIDE 9Customer Service Strategies Explain the situation. Seek customer input. Follow up on the issue. Keep a positive attitude. Monkey Business Images/Shutterstock.com© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  10. 10. CHAPTER 7 SLIDE 10Handling Conflict Listen carefully to customers’ concerns or problems. Work hard to make them happy. Offer several resolutions if possible. Accept blame on behalf of your company.© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  11. 11. CHAPTER 7 SLIDE 11Handling Difficult Customers Do not let yourself become angry. Acknowledge the situation. Ask what you can do to solve the problem or make the situation better. Apologize for any errors and correct them.© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
  12. 12. CHAPTER 7 SLIDE 12Dealing With Abusive Customers Do not let yourself become angry. Look for points of agreement. Ask a customer who continues to be abusive to calm down and call back later. Follow company policy regarding incidents with difficult or abusive customers.© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

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