INSTITUTO DE EDUCACION SUPERIOR TECNOLOGICO PUBLICO DE HUANC

 
PROGRAMA DE ESTUDIOS
SECRETARIADO EJECUTIVO

CUSTOMER ATTENTION AND

SERVICE

DOCENTE: RONAL ALMONACID VILLA

UNIDAD DIDACTICA: IDIOMA APLICATIVO II
INTEGRANTES:
 TAIPE CASTRO MERY MARGOT
 TAIPE TOVAR ALEXANDRA

CICLO: VI
 
 CUSTOMER ATTENTION AND
SERVICE
• Customer service is vital to the
smooth running of any organization.
The client, who must always be at
the center of our commitment and
action, must feel that they are served
in an agile, friendly and correct way
and, above all, that their
expectations are exceeded.
 THE GOOD PRACTICES

1. ATTEND WITH A SENSE OF OPPORTUNITY

If you learn to serve clients well, you will always have
more and better opportunities for professional
growth.
If you develop the habit of providing good care, you
will end up being more valued as a person, both by
your co-workers, the service that is provided depends
on being presented with opportunities for personal
development.
• You convey appreciation and respect.
• Serve with professionalism.
 THE GOOD PRACTICES
2. YOU CAN ALWAYS HELP

You must help clients if what they request is part of the

obligations of your position or your department.
When that happens you will end up giving bad
attention and making excuses for not helping.
• That's not in this department.
• I am not the person in charge.
• The person in charge is now gone.
• Who can help you has not yet arrived.
3. YOUR INTERNAL CUSTOMERS
• Your co-workers and your suppliers of all levels and all areas
are your internal customers. With them you make teams
permanently, therefore you also owe artistic and supreme
attention.
• If you don't serve well the people with whom you share most
of your work time, rest assured that long-term clients will feel
a significant degree of professional inconsistency on your part.
The reason is simple: it's very difficult for you to treat external
customers well if you don't treat internal customers well first.
4. DO NOT "EDUCATE" CUSTOMERS
• Your job is to serve clients well and help them and not try to
change their personality.
• In situations in which the client is very upset by the poor
quality of a service or by the attention they received before
reaching you, and understand the origin of their discomfort and
not judge the mood with which they express the discomfort.
 5. IMPROVE YOUR TELEPHONE ATTENTION

Customers call you uninformed, worried, confused, dissatisfied or upset,

looking for you to take good care of them and help them, and this is more
difficult to do than when you are face to face with them, because you
only have the voice to compensate for the lack of contact visual.
The non-verbal keys of the telephone communication.
1. The inflection and the emphasis: Elevation or attenuation of the
voice, which makes your voice not sound like a robot, cold, without
interest.

2. Emotional intensity: amount of energy that you transmit when you

speak and that denotes your state of mind and desire to help clients.
3. Speed: if you speak very fast it is more difficult for them to
understand you.
4. State of mind: when you feel dignity and pleasure in helping clients,
your face relaxes and your voice becomes clearer, audible and more
pleasant and people know how to differentiate well whether or not you
serve them with supreme art.
 6. CAPITAL SINS IN CUSTOMER CARE AND SERVICE
• Although they may seem too obvious, there are seven very frequent
practices of bad attention that denote disappointment and discomfort
of customers:
1. When you don't keep what you promise.
2.When you disrespect their time and make them waste it.
3.When you treat them with disinterest, coldness, laziness or annoyance.
4.When you act mechanically, without making an effort to listen to them
well and truly understand their needs.
5.When you make excuses for not helping them by blaming other
colleagues or other departments.
6.When you take care of them as if you want to get out of them quickly
and that they leave you alone.
7.When you disqualify them as people or clients, directly, with labels
and prejudice, or indirectly through gestures and non-verbal
messages.
KEYS TO CUSTOMER CARE AND
SERVICE
• The customer comes first.
• Know how to listen, listen and listen.
• Transmit an image.
• Act.
• Make customer service very accessible.
• Empower the customer service department.
• Work as a team.
• Have a good quality control system.
• Comply with everything that is promised.
• Have a well-trained customer service
department.
CUSTOMER CARE AND SERVICE:
IMPROVING SATISFACTION AND INVOLVING
EMPLOYEES
Good Customer Service has to be aimed at
improving the experience that customers live
each time they interact with a company.

Therefore, at first companies must concentrate

their efforts on knowing the needs, expectations
and perceptions of their customers before,
during and after the purchase of their product or
the use of their service.