ICT role in 21st century education and it's challenges.
Vermette UF 300 Chapter 8 Serve
1. Chapter Eight:
Maximizing Customer Service
and Productivity in the Workplace
The goal as a company is to have customer service that is not just
the best, but legendary..
Sam Walton
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
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2. Chapter Goals
Learning
• To identify the components
of the customer service
triangle.
• To develop relationships
that lead to excellent
customer service.
• To identify and understand
the statements and
components that drive
productivity.
Ability
• Deliver better customer
service in person and
online.
• Read and understand an
organizational chart.
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
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6. Components of
Consumer Buying Decisions
• Value for the price.
• Overall quality of
customer service.
• Knowing the company
will be there to resolve
any problems.
• Benefits the product or
service provides.
• Convenience.
• The way the product or
service makes me feel.
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
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7. Top 10 Customer Service
Commandments
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
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8. Top 10 Customer Service
Commandments
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
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10. Dealing with Difficult Customers
• Don’t argue.
• Listen.
• Watch body language.
• Don’t take it personally.
• Be aware of violence.
• Use calming phrases.
• Solve problem.
• Learn policies and
procedures.
• Work to build good
relationships.
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
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11. E Commerce and Customer
Service
Chapter 8, Cornerstones for
Professionalism, 2/e, Pearson Education
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