1.1 Customer Service Overview. Standard 1.1 Overview Of Customer Service. What?. What determines the success of a business? Product? Time? Employees? Pricing? Profit?. C U S T O M E R S. NOW OPEN. The MARKETING CONCEPT:
Overview Of Customer Service
Have and encourage a Customer Service Environment
Hire the RIGHT people
The right traits in people to represent the company,
provide service to the customers, and develop sales opportunities.
A personality profile is a tool used to provide an evaluation of an employee's personal attributes, values and life skills. It may be used to determine employability or to maximize job performance. Questions in a personality profile tests usually search for information about an employee's temperament, decision-making methods, communication style and general attitude.
Aptitude and ability tests are designed to assess your logical reasoning or thinking performance. They can guide decisions for what you are most likely to be successful doing. Test result are compared to that of a control group so that judgments can be made about your abilities.
Create a Customer Service Environment
Train employees to interact with customers
Teach employees how to generate sales and satisfaction
“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible.”
"Customer service is the ability to provide a service or product in the way that it has been promised"
"Customer service is an organization's ability to supply their customers' wants and needs""Customer Service the process of taking care of our customers in a positive manner“
All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationship.businessdictionary.com
Service, Customer Service, Customer Relations
Defined for the use of THIS course…
Customer Services is the process of developing customer satisfaction with a product, service, or sales opportunity.