2 02a foster positive relationships with customers to enhance company image n.
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2.02A – FOSTER positive relationships with customers to enhance company image. Marketing 6621. What is Customer Service?. Customer service is the provision of service to customers before, during and after a purchase. Identify beliefs held by employees who have a customer-service mindset.

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Presentation Transcript
what is customer service
What is Customer Service?
  • Customer service is the provision of service to customers before, during and after a purchase.
identify beliefs held by employees who have a customer service mindset
Identify beliefs held by employees who have a customer-service mindset
  • Fostering positive customer interactions vs. negative
  • View negative customer interactions as a way to identify customer’s needs
  • View your work through the eyes of the customer
  • Define your functions with the customer in mind
importance of exhibiting a customer service mindset
Importance of exhibiting a customer-service mindset
  • Customer satisfaction = Profit
  • Goodwill/positive feelings develop
  • Gathers information about customer buying decisions
  • Avoids loss of sales
  • Avoids markdowns and sales returns
  • Avoids delays in sales
occasions for exhibiting customer service mindset
Occasions for exhibiting customer-service mindset

When a customer is upset and angry, the employee should act quickly to correct the mistake.

Employee should demonstrate a focus of attention on the customer when there is a problem.

guidelines for exhibiting customer service mindset
Guidelines for exhibiting customer-service mindset
  • Measure regularly through customer feedback
  • Measure internally for employee satisfaction
  • Customer satisfaction = employee bonuses (incentives)
  • Link customer satisfaction to other business goals
demonstrate a customer service mindset
Demonstrate a customer-service mindset
  • Employee shows clear, relentless, unwavering focus on the customers.
  • Internal customer (co-workers) satisfaction is important
service orientation
Service orientation
  • Listening to and understanding the customer. Customer satisfaction is high priority.
the relationship between communication and service
The Relationship between communication and service
  • Clear communications from sales personnel will ensure customer buys the product that best suits his needs.
  • If there is a problem, then clear communication is imperative so that the employee can act precisely and quickly to clear up the problem for the customer.
  • Clear communication is again necessary in record keeping so that the data can be used to influence future business decisions
  • Clear communications to receive feedback from customers and employees on satisfaction levels
different ways employees demonstrate service orientation
Different Ways employees demonstrate service orientation.
  • Greets the person promptly and courteously.
  • Pays attention to the person.
  • Asks questions to determine the person's needs.
  • Listens carefully and empathizes with the person's concerns.
  • Offers relevant information.
  • Summarizes to check for understanding.
  • Acts or agrees on a clear course of action.
  • Tries to do better than expected.
  • Asks questions to check for satisfaction.
  • Follows through.
  • Thanks the individual.
  • Takes surveys to determine people's needs.
  • Is courteous to citizens, clients, patients, etc.
  • Does not "pass the buck.” (Play the “blame” game)
procedures for reinforcing a service orientation through communication
Procedures for reinforcing a service orientation through communication
  • Use customer surveys to pinpoint areas for improvement
  • Use employee surveys to pinpoint areas for improvement
  • Develop a follow up procedure to determine levels of customer satisfaction after the sale