Customer Service. What is the Goal of Customer Service?. Goal: To improve/resolve the issue at hand* *Not necessarily to “ fix” the person. What IS good customer service?. What IS good customer service?. Good Customer Service: Is active—NOT PASSIVE
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Goal: To improve/resolve the issue at hand*
*Not necessarily to “fix” the person
Recognize when customer service might be necessary
Make sure you fully understand the problem
Evaluate the problem and develop a response plan
Do what you say you will do
Follow up with the individual
Why is the person acting the way they are?
What might draw your attention to the person/people?
How do people act when they have a concern or a problem?
Introduce yourself (“Hi my name is..”) and let the person know your position
Acknowledge the Problem
“How can I help you?”
Let the person explain and once you think you understand, find an appropriate time to break in (if venting/rambling is occurring)
Take the time to explain the problem back—BE SURE THAT IT IS CORRECT.
Let the person know EXACTLY what you can and cannot do in the given situation
If you can do something, tell the person what you will do, how long it will take, and how you will keep them informed
If you CANNOT do something and/or the person is not satisfied with response, refer them to a professional staff member
2nd. Think of professional staff members who can most effectively help them
3rd. Make a clean “hand-off”
The most critical step and one of the most overlooked
Example: If you say you are going to find them a resource (number, name of building, etc.)—DO IT!