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THE SERVICE ADVANTAGE

THE SERVICE ADVANTAGE. Name several characteristics of customer service jobs Describe what good customer service means. The Many Facets of Customer Service. Customer service jobs vary widely.

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THE SERVICE ADVANTAGE

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  1. LESSON 1.1 THE SERVICE ADVANTAGE Name several characteristics of customer service jobs Describe what good customer service means

  2. 1.1 The Many Facets of Customer Service • Customer service jobs vary widely. • Customer service helps companies make sure customers are satisfied and will continue to buy products or services. • Customer servicerepresentatives are employees trained in different areas of customer service.

  3. 1.1 Trends in Customer Service • Place of work • Call centers • Help desks • Web-based companies

  4. 1.1 Customer Service Roles • Reactive role • Proactive role

  5. 1.1 Some Real-Life Examples • L.L. Bean • Polaroid

  6. 1.1 What Is Good Customer Service? • The value of service • Service sets companies apart • Superior service comes in different forms • Paying more for amenities • When price is an issue

  7. 1.1 Characteristics Customers Want in Customer Service Representatives • Good knowledge of the products and industry • Ability to analyze the customer’s needs • Friendliness • Problem-solving skills

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