The document defines customer service as having a genuine concern for customers and a strong desire to help solve their problems. It outlines that providing excellent customer service requires understanding the company, products/services, and customers. Customer service representatives must master both mentality skills like empathy, reliability, and flexibility, as well as customer service skills including communication, listening, and problem-solving. The goal is to satisfy customers by gaining product knowledge and controlling interactions.

1. By: Jessica Moreno

2.  Define Customer Service.
 Understand what we need to do to provide
excellent customer service.
 Develop appreciation for the mentality and skills
that front-liners need to master.

3. Your job is to satisfy your
customers by providing
great customer service.

4. Customer Service is the genuine concern for
your customers’ well-being and strong
desire to help them solve their problems.

5.  Know your company.
 Know your product and/or
service.
 Know your customer.

6. 4

7.  Customer Service Mentality
 Customer Service Skills

8. 1. Empathy
2. Reliability
3. Accountability
4. Enthusiasm
5. Positive Attitude
6. Flexibility
7. Proactiveness

9. 1. Communication skills
2. Listening skills
3. Problem-solving skills
4. Professionalism
5. Positive Positioning
6. Strong Product Knowledge
7. Call Control

10. Any questions?