This document discusses good and bad customer service behaviors. It outlines that after reading this module, one will be able to identify behaviors that contribute to good customer service versus those that detract from it. It also discusses how to identify alternative behaviors and language to use to recover from poor customer service. The document provides examples of good customer service behaviors like greeting the customer, thanking the customer, apologizing, and taking accountability. It also discusses behaviors to avoid like rejection, being preoccupied, and statements that repeatedly prompt the customer to exert more effort.
2. After this module, you will be able
to:
ď‚› accurately identify behaviors that contribute to
good customer service as well as those that
detract from it.
ď‚› successfully identify both alternative
behaviors and language to avoid and recover
poor customer service.
ď‚› build upon this knowledge in the following
module, “Recovering Angry Customers.”
9. Reality
ď‚› The customers were
burdened to
negotiate their needs
and find something
the employees were
willing to satisfy.
ď‚› The employees
displaced their duty
to satisfy onto the
consumers by
forcing them to exert
additional effort to
satisfy the
employees.
