Customer Service

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Basic outline of the five key elements of customer service that clients expect to get.

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Customer Service

  1. 1. 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
  2. 2. It means looking for opportunities to wow and delight your customer in unique and unexpected ways
  3. 3. To the customer, you are the company
  4. 4. Research shows that customers evaluate service quality on five factors: Dr. Leonard Berry, Texas A&M University
  5. 5. The ability to provide what was promised, dependably and accurately
  6. 6. The knowledge and courtesy of employees and their ability to convey trust and confidence
  7. 7. 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.
  8. 8. Reassurance is the substance that backs up your style, and it comes in four packages:
  9. 9. The physical facilities and equipment and the appearance of personnel
  10. 10. Never give something to customers you’d be reluctant, embarrassed, or angered to receive yourself
  11. 11. The degree of caring and individual attention provided to customers
  12. 12. The willingness to help the customer and provide prompt services
  13. 13. 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
  14. 14. Those with a positive Those who genuinely enjoy attitude and cheerful working with and for other outlook people
  15. 15. Those the ability to put Those who view their job as the customer on primarily a human relations “center stage” profession
  16. 16. For a detailed training outline and program, please contact: Hridaya Consulting Center hridaya@hridaya.bg www.hridaya.bg

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