This document discusses customer service. It defines customer service as giving customers what they want and need with a focus on customers. There are two types of customers: external and internal. When serving internal customers, it is important to be on time, polite, answer questions quickly, be professional, and go above expectations. Customer service skills include problem solving, listening, communication, human relations, and technology skills like email and phone customer service. Strategies for good customer service are showing respect, going the extra mile, taking responsibility, and maintaining relationships. When handling difficult situations, acknowledge the problem, apologize, and follow company policy.

1. CHAPTER 7
SLIDE 1
CHAPTER
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. CHAPTER 7
SLIDE 2
Customer 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. CHAPTER 7
SLIDE 3
Two Types of Customers
 External
customers
 Internal
customers
BananaStock/JupiterImages
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

4. CHAPTER 7
SLIDE 4
Serving 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. CHAPTER 7
SLIDE 5
Problem-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. CHAPTER 7
SLIDE 6
Other 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. CHAPTER 7
SLIDE 7
Other 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. CHAPTER 7
SLIDE 8
Customer 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. CHAPTER 7
SLIDE 9
Customer 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. CHAPTER 7
SLIDE 10
Handling 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. CHAPTER 7
SLIDE 11
Handling 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. CHAPTER 7
SLIDE 12
Dealing 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