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Absorb Presentation: Customer Service Alicia Adams EDU 652 Dr. Rhia Roberts December 12, 2011

Absorb Presentation: Customer Service Alicia Adams EDU 652 Dr. Rhia Roberts December 12, 2011. Customer Service. What do we already know about customer service? Why is customer service so important?. Customer Service Defined.

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Absorb Presentation: Customer Service Alicia Adams EDU 652 Dr. Rhia Roberts December 12, 2011

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  1. Absorb Presentation: Customer ServiceAlicia AdamsEDU 652Dr. Rhia RobertsDecember 12, 2011

  2. Customer Service • What do we already know about customer service? • Why is customer service so important?

  3. Customer Service Defined • Customer service is the act of helping customers with their personal needs and questions regarding products and services.

  4. What do we already know about customer service? • Customers come to companies to either purchase goods or get services and expect customer service agents to help them with this. • Customer service agents provide customers with answers to their questions about these goods and services. • Customers rely on the Customer service agents to be knowledgeable and helpful with these questions as well.

  5. Your experiences with customer service? • Name a time where you have gotten great customer service. • What made it so great? • How did it make you feel? • Name a time where you had bad customer service. • What made it bad? • How did it make you feel?

  6. Types of businesses that provide customer service • There are many companies that provide customer service including: • Restaurants • Grocery stores • Retail companies • Online retail companies such as Amazon.com • Internet and phone companies • Etc.

  7. Why is customer service so important? • Customers rely on companies to have employees that are friendly, educated in the product or service, and helpful. • Usually customer service agents are the first person that a consumer will deal with, therefore they are the face of the company. • A negative customer service experience can impact the companies sales, and can result in the loss of that customer; as well as others due to word of mouth.

  8. How do you provide good customer service? • Be Patient! • Usually when customer come in or call regarding a product they need your expertise and information. • Listen to their story first, repeat their needs/concerns, and address what you can do to help them. • Smile  • This is a given. Customer’s certainly appreciate friendly customer service any time that they can get it. • Remember, you are the face of the company.

  9. How do you provide good customer service? (continued) • Listen • Listen to what the customer needs, then act. • Offer help/suggestions • Provide help or suggestions on how you can make the customer’s experience better. • Answer the customer’s questions • Be sure to answer the customer’s questions. • If you are not able to help, find someone who CAN assist them. • Thank the customer • Be sure to thank the customer, and ask them if they have anything else that they need help with.

  10. Customer service conclusion • Always respect and help customers. • Be aware of company policies and expectations. • Be knowledgeable about company products. • Smile and listen to the customer  • Be appreciative and offer further assistance. • Welcome the customer to come back again.

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