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1.2 The Customer Service STAR. Standard 1.2 Components of Customer Servic e. The Components of Great Service. Successful companies teach great service Successful companies know their target Successful companies hire and reward great service personnel

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1 2 the customer service star

1.2 The Customer Service STAR

Standard 1.2

Components of Customer Service

the components of great service
The Components of Great Service
  • Successful companies teach great service
  • Successful companies know their target
  • Successful companies hire and reward great service personnel
  • Successful companies communicate effectively
  • Successful companies measure service
the components of customer service
The Components of Customer Service
  • For this course (and many companies) there are five specific components in customer service
  • These components work together to form the company’s Service Policies and Guidelines
  • These guide customer service representatives in working with customers and in meeting the wants and needs of the customer
  • These help to generate sales and return customers
the customer service star
The Customer Service STAR
  • The STAR

is a method to organize customer service components and focus training on the customer

s service
S - Service
  • This point’s focus:
    • Customer Service roles & jobs
    • Creating a Win-Win situation
    • Customers Service Training
    • Creating a Customer Service Environment
slide6

T - Target

  • This point’s focus:
    • Knowing your target market
    • Creating a customer profile
    • Understanding satisfaction & dissatisfaction
    • Understanding customer service expectations
a aptitudes
A - Aptitudes
  • This point’s focus:
    • Customer Service Personnel
      • Aptitudes
      • Personality
      • Hiring
    • Developing Soft Skills
      • Opening
      • Discovery
      • Resolution
      • Ownership
      • “Always”
    • Active Listening & Writing Skill Development
r resources
R - Resources
  • This point’s focus:
    • Customer Service Experiences
    • Resources to provide service
      • In-Person o e-Mail
      • Phone o Web o History & Retention
      • SMS o Secret Shopper o Social Media
    • Measuring Service Components
    • Confidentiality & Liability
s satisfaction
S - Satisfaction
  • This point’s focus:
    • Customer Service Costs
    • Evaluation & Satisfaction Measures
    • Word of Mouth & Customer Retention
    • Customer Service Improvement Methods
      • Loyalty Programs o Memberships o “Miles”