The Importance of Customer Service
Customer Expectations
Customer Service Basics
Customer Service Habits
Handling Difficult Customers
100

All businesses have this in common

What is customers?

100

Good customer service leads to _____ and _________. (2 part question)

loyalty and potential new customers

100

Customers are _________ an interruption in your day.

NEVER

100
A friendly and _________ voice expresses that you are concentrating on, and that you care about the customer.
Energetic
100
When someone focuses entirely on what the other person is saying.
What is active listening?
200

The key to developing and maintaining business partners

What is Outstanding customer service?

200

Bad customer service leads to _______.

customer loss

200

The most successful representatives all have one thing in common _____________________________.

good customer service skills

200
By focusing on your ____________ as the reason you do your job, you will make them feel important.
Customers
200
When an irate customer is on the phone, it is important to allow the customer to _______.
vent
300

Organizations are learning that trying to compete solely on the basis of ____ or _____ is not enough. (2 Part Question)

Price and Quality

300

Companies conduct market research to determine customer’s habits such as ___________.

Where they shop

300
Positive customer relationships become more _________ over time.
Profitable
300
A ________ voice tells your customer that you have no interest in what you are talking about.
Monotone
300
Understanding and relating to the other person’s emotions.
What is Empathy/sympathy?
400

The main ingredient of excellent customer service

What is a good attitude?

400

Nothing is more basic and elementary to effective service than the need for customers to feel __________.

respected

400

The kind of service that makes a positive, lasting impression on your customers — takes more than simple courtesy.

What is Superior customer service?

400
A basic habit that leads to a high level of customer service.
What is to Go the Extra Mile? (Make going out of your way for your customer a habit.)
400
It is ________ that you will have to deal with angry customers.
Inevitable
500

Researchers shows it costs _________ more to attract a new customer than it does to keep one you already have.

Five (5) times

500

Expectations are based on ________.

perceptions

500
How well you ________, ___________, and _______ to each customer -- contributes to your customer’s evaluation of your efforts
listen, understand, and respond
500
To speak clearly and pronounce words carefully.
What is enunciate?
500
It is ______ acceptable to promise the customer something that is undeliverable.
Never
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