Customer Service Skills

Who is a customer? ,[object Object],[object Object],[object Object],[object Object]

What do customers really want? ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object]

CUSTOMER SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Characteristics of customer care ,[object Object],[object Object],[object Object],[object Object],[object Object]

What is superior customer care? Customer friendly Positive response empathy assurance reliability

Superior customer care ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

PARCH ,[object Object],[object Object],[object Object],[object Object],[object Object]

Key behavior skills ,[object Object]

Key behavior patterns ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Contd: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Application ,[object Object],[object Object],[object Object],[object Object],[object Object]

Offering assistance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

DELAYS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

REFERRING TO A SERVICE POINT ,[object Object],[object Object],[object Object],[object Object],[object Object]

How to point out a mistake to a customer ,[object Object],[object Object],[object Object],[object Object],[object Object]

How to apologize for a mistake ,[object Object],[object Object],[object Object],[object Object],[object Object]

How to say NO ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

assistance ,[object Object],[object Object],[object Object],[object Object],[object Object]

Who are the complainers? ,[object Object]

When they have been treated badly ,[object Object],[object Object],[object Object],[object Object],[object Object]

Dealing with difficult customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object]

Customer Service Skills

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