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1 Customer Service 2 Customer Service Skills 3 Customer Service Strategies

C H A P T E R. 7. Customer Service. 1 Customer Service 2 Customer Service Skills 3 Customer Service Strategies 4 Handling Difficult Situations. Customer Service. The ability to consistently give customers what they want and need An attitude and commitment (customer focus)

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1 Customer Service 2 Customer Service Skills 3 Customer Service Strategies

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  1. C H A P T E R 7 Customer Service 1 Customer Service 2 Customer Service Skills 3 Customer Service Strategies 4Handling Difficult Situations

  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

  3. Two Types of Customers • External customers • Internal customers BananaStock/JupiterImages

  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.

  5. Problem-Solving Skills • Define the problem. • Collect and analyze information. • Generate alternatives. • Assess and implement. • Evaluate the solution.

  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

  7. Other Customer Service Skills • E-mail customer service skills • Telephone customer service skills • Web customer service skills Blend Images/Jupiter Images

  8. Customer Service Strategies • Show respect for customers. • Go the extra mile. • Take responsibility. • Maintain effective relationships.

  9. Customer Service Strategies • Explain the situation. • Seek customer input. • Follow up on the issue. • Keep a positive attitude. Monkey Business Images/Shutterstock.com

  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.

  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.

  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.

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