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Customer service behaviors 11 2012

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Customer service behaviors 11 2012

  1. 1. Improving the Customer Experience Library 1
  2. 2. The Customer Experience Library 2
  3. 3. Customer Service Behaviors The Welcome Names Attention Positivity The Thanks 3
  4. 4. 4
  5. 5. Welcoming Behaviors A smile and a relaxed facial expression. Non-intimidating eye contact. Tone of voice and inflection. A comfortable pace. Open body language. Looking up from your computer frequently. Greeting people. 5
  6. 6. Share yours. Lynne Good morning Use theirs. Mrs. Smith! 6
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  12. 12. •Look for opportunities to renew staff customer service training. •Document improvement in customer service by developing a measurement tool and using it with staff. 12
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  14. 14. References “AT&T Store Employees 5 Key Behaviors – Good Customer Service?” at http://www.berryreview.com/2011/06/28/att-store-employees-5-key-behaviors-good-customer-service “Customer Service – Washington State Small Business Development Center” at http://www.wsbdc.org/customer-service “Developing an Effective Customer Service Strategy for Government Agencies” at http://www.howto.gov/customer-service/strategic-planning “Employee Behavior: Training, Guiding, Coaching” at http://www.wpex.com/index.php/newsletter/featured/employeee_behavior_training_guidi ng_coaching/ Hurley, R.F. “Customer Service Behavior in Retail Settings: A Study of the Effect of Service Provider Personality” at http://www.scribd.com/doc/54699495/Customer- Service-Behavior-in-Retail-Settings-A-Case-Study “Improving Customer Service through Effective Performance Management” at http://www.opm.gov/perform/wppdf/custdoc.pdf 14

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