Customer Service basics. Presentation of a CS training essentials

2. creating a positive,
memorable experience
for every customer
meeting expectations
and satisfying needs—
in such a way that you’re
seen as easy to do
business with

3. It means looking for
opportunities to wow and
delight your customer in
unique and unexpected
ways

4. To the customer,
you are the company

6. Research shows that customers
evaluate service quality on five factors:
Dr. Leonard Berry, Texas A&M University

7. The ability to provide what
was promised, dependably
and accurately

9. The knowledge and
courtesy of employees and
their ability to convey trust
and confidence

10. The reassurance factor is
about managing your
customers’ feelings of trust.
The customer’s decision to
trust you is built on
honesty, knowledge, and
know-how.

11. Reassurance is the substance
that backs up your style, and
it comes in four packages:

12. The physical facilities and
equipment and the
appearance of personnel

13. Never give something to
customers you’d be reluctant,
embarrassed, or angered to
receive yourself

14. The degree of caring and
individual attention
provided to customers

16. The willingness to help the
customer and provide
prompt services

17. Dissatisfaction isn’t always
measured in minutes. It is
often the result of
uncertainty.
Research shows that
the most frustrating
aspect of waiting is
not knowing how
long the wait will be

18. Those with a positive Those who genuinely enjoy
attitude and cheerful working with and for other
outlook people

19. Those the ability to put Those who view their job as
the customer on primarily a human relations
“center stage” profession

20. For a detailed training outline
and program, please contact:
Hridaya Consulting Center
hridaya@hridaya.bg
www.hridaya.bg