Customer

Service
Meaning:
Customer service is the direct
one-on-one interaction between
a consumer making a purchase
and a representative of the
company that is selling it. Most
retailers see this direct
interaction as a critical factor in
ensuring buyer satisfaction and
encouraging repeat business.
 Understanding
Customer Service

Behind the scenes at most companies are people who

never meet or greet the people who buy their products.
The customer service representatives are the ones who
have direct contact with the buyers. The buyers'
perceptions of the company and the product are shaped
in part by their experience in dealing with that person.
 Key Components of Good
Customer Service

Timely attention to issues raised by
customers is critical. Requiring a
customer to wait in line or sit on hold
sours an interaction before it begins
Customer service should be a single-step
process for the consumer. If a customer
calls a helpline, the representative should
whenever possible follow the problem
through to its resolution.
If a customer must be transferred to
another department, the original
representative should follow up with the
customer to ensure that the problem was
solved.

10 Commandments of
Customer Service

Be a Good Listener:
Take the time to identify customer needs by
asking questions and concentrating on what
the customer is really saying. Listen to their
words, the tone of voice, body language, and
most importantly, how they feel.
Identify and Anticipate Needs
Customers don't buy products or services.
They buy good feelings and solutions to
problems. Most customer needs are
emotional rather than logical.
Make Customers Feel Important and
Appreciated:
Treat them as individuals. Always use their
name and find ways to compliment them,
but be sincere. People value sincerity. It
creates good feeling and trust.
Body Language Is Key:

On the show floor be sure that your body

language conveys sincerity. Your words
and actions should be congruent.
Understanding Is Crucial:

Help customers understand your

systems. Your organization may have the
world's best systems for getting things
done, but if customers don't understand
them, they can get confused, impatient
and angry.
Appreciate the Power of "Yes"

Always look for ways to help your

customers. When they have a request (as
long as it is reasonable) tell them that you
can do it.
Know How to Apologize:

When something goes wrong, apologize.

It's easy, and customers like it. The
customer may not always be right, but
the customer must always win.
Give More Than Expected:

Since the future of all companies lies in

keeping customers happy, think of ways
to elevate yourself above the
competition.
 Get Regular Feedback:

Encourage and welcome suggestions

about how you could improve. There are
several ways in which you can find out
what customers think and feel about your
services.
Treat Employees Well:

​ mployees are your internal customers

E
and need a regular dose of appreciation.
Thank them and find ways to let them
know how important they are.
Handling Customer
Complaints
Offer A Sincere Apology And Thanks
An apology demonstrates to the customer that you are
empathetic to their concern and are willing to try and help
resolve whatever complaint they have. It doesn’t matter
whether it’s you or someone else at fault or if nobody is to
blame — simply express concern and apologize for what
they have experienced. You’re a representative of the
company you work for and that’s all the customer sees at
that moment in time, so be sure to express thanks they
have given you the opportunity to make things right.
Ask And Then Listen
This is perhaps the single most misunderstood part of the
whole complaint resolution process. Too often people
don’t really listen — they simply wait for their turn to
speak. Prove that your company is different from the rest
and actually listen. Start by asking the simple question,
“Would you please tell me exactly what the concern is and
then I will see if I can do something about it?”
Ask What Outcome They Expect As A
Result Of Their Complaint
Always ask for the solution they are looking for. Some
customers have specific demands related to their
complaint; others won’t know exactly what they want but
they know that something has to be done. Some simply
want to vent.
Verify Your Proposed Solution Will
Address Their Needs
Share your proposed solution and check with the
customer to ensure your proposed solution will address
their needs. Do not move on to resolve a situation until
the customer has agreed.
Get Back To The Customer

Regardless of what you discover as a result of your

investigation; get back to the customer in the time you
promised. The resolution may be that a product is
repaired or replaced.