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Customer Service Basics
Lesson Summary
Lesson Summary
Customer Service is providing a product or service that satisfies the needs/wants of customers and keeps them coming back.

Excellent customer service requires going beyond the basic needs of customers.

The three key elements of customer service are:
Expanding Your Definition of Service
Identifying Your Customers
Developing a Customer Friendly Approach

There are five basic customer service needs:
Friendliness
Empathy
Fairness
Control
Information

When providing customer service it is extremely important to make a positive first impression.

Statistics demonstrate that customer service practices provide huge returns for businesses.

It is essential to be well dressed and groomed when dealing with customers.

Businesses should answer the telephone in the correct manner in order to start the customer-client relationship on the right foot.

Exceptional customer service demands that e-mail be answered promptly.

Good Customer service entails communicating effectively with customers.

When a customer reports a problem you must always stake responsibility for that problem.

After you have taken responsibility for the customer service problem you must begin the problem solving process using the correct procedure.

When a customer is unsatisfied you should utilise communication techniques to win their support and loyalty.

Initiative is a key component of good customer service.

END OF UNIT:
Lesson Summary

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