Mary Grace R.

Bacus
BSTM 1Y1-2

WHAT IS COSTUMER SERVICE?

 Customer Service
The provision of service to customers before, during and after a purchase. The
perception of success of such interactions is dependent on employees "who can adjust
themselves to the personality of the guest.
Concerns the priority an organization assigns to customer service relative to
components such as product innovation and pricing.
 Customer service plays an important role in an organization's ability to generate
income and revenue. From that perspective, customer service should be included as part of
an overall approach to systematic improvement. One good customer service experience can
change the entire perception a customer holds towards the organization.

WHAT DOES COSTUMER SERVICE PROVIDE

1. Product Awareness
Having a thorough knowledge of the company's product is vital for
providing strong customer service. Whether you're talking about books, ads on a
website, or a widget,

2. Attitude
Greeting people with a smile or friendly hello can make a big difference in
a retail store, and for any customer service position, a friendly and patient
attitude is important. (Smile is contagious)

3. Efficiency
Customers value a prompt response.

4. Problem-Solving
Customers are looking for assistance, and part of good customer service is
fixing problems and answering questions.

The 10 Pillars of Excellent Customer Service

1. Be Accessible
Your customers must be able to contact you, or someone in your company who
represents you. like phone, email, and social media. Make sure all these communication
channels are easy to manage

2. Always respond in a timely manner

Make it business policy that all emails and phone calls must be returned with 24-hours.

3. Listen to what your customers have to say

 Don’t jump in and start defending yourself, your company, or your product.

4. Treat Your Customers with respect

If you are trying to deal with an irate, rude, complaining or demanding customer, never
lower yourself to their level of behavior.

5. Never Argue with Your Customers

You’ll never win an argument with a customer, focus on what’s occurred and see how
you can best resolve the situation.

6. Honor your commitments

Do what you say you will do. If you offer a guarantee, then you must honor it.
(if you say you’ll respond to emails, respond to them. It’s irritating to anyone to be promised
something and then not get it: it’s a surefire way to ruin a relationship.)

7. Do what you say

If you want to earn the trust and respect of your customers you must follow through and
do what you said you would. (If you’ve promised to call a customer on Monday, call them
on Monday. It’s really very simple.)

8. Focus on Customer Relationships – not sales

For your business to enjoy long-term success you must cultivate long-term relationships.

9. Admit when you’ve made a mistake

One very valuable lesson on customer service is, when you do make a mistake,
don’t deny it or try to cover it up. (Admit your mistake, apologize, and do whatever it
takes to make the situation right. Your customers will appreciate it, and no-one loses customers
this way.)

10. Train your staff

When staff members are properly trained to provide excellent customer service,
they feel empowered to make on-the-spot decisions when dealing with
customers.

“Your customers are the reason you’re still in business, and

your job is to serve your customers to the best of your ability”