Powerpoint discussing customer service.

1. •www.linkedin.com/in/tramekapeterson

2.  Customer service is defined as the ability of
an organization to constantly and
consistently give customers what they need
and want.

3.  An organization built around providing
excellent customer service values four broad
areas that affect all aspects of the
organization:
 The right mission
 The right vision
 The right leadership
 The right employees

4.  Customers of organizations today are global.
 Customer service includes customers you see
and have a chance to talk with face-to-face
and customers that you communicate with
through the Internet—via e-mail, voice
mail, fax—or by telephone.

5.  Who is a customer?  What kind of
 A customer is a customer service
person who skills may be needed
receives the to properly serve a
services or customer?
products that are  Face-to-Face
offered by an  Telephone
organization.
 E-mail
 Call Center
 Web

6.  Make eye contact
 Smile
 Maintain appropriate
interpersonal distance
 Call the customer by name
 Let the customer talk
 Listen to the customer
 Use voice tone effectively
 Use empathy statements
 Respect international
differences
 Explain the situation
 Assist difficult people

7.  Answer the phone
professionally and
quickly
 Answer with appropriate
information
 Show enthusiasm
 Remember to smile
 Transfer when you
cannot help
 Listen intently
 Deal with an abusive
customer
 Close the call courteously

8.  Schedule times of the day
to compose and respond
to e-mail.
 When composing e-mail:
 Use the subject line
 Be clear and concise
 Read your e-mail
before you send it
 Check the e-mail
address carefully

9.  A call center is a
centralized office that
answers incoming calls
from customers and
makes outgoing
telephone calls to
customers.
 Use all the customer
service skills learned
earlier in the
presentation.
 Be resilient when
dealing with angry,
hostile call center
customers.

10.  Several questions that are
appropriate to ask when
offering services on the Web
are:
 Is it easy for customers to
navigate through your
site?
 Is your site visually
appealing?
 Do you make it easy for
customers to find your
site?
 Do you offer a menu of
communication
options, such as e-
mail, fax, and telephone?

11. Contrary to the popular saying, customers
are NOT always right. However, all customers
should be treated with respect.
When customers threaten you or behave
inappropriately towards you, you have the
right and responsibility to deal appropriately
with such incidences.

12. Source:
Fulton-Calkins, Patsy. The Administrative
Professional: Technology & Procedures.
Thomson South-Western. 13th edition. 2007.
Pages 249-265.