Customer Service
What is customer service?
Customer service is the service provided to customers before, during and after purchasing and using goods and services.
Handling a crisis
Keep calm and do not get angry
Do not make any rash decisions
If the problem cannot be solved by you, ask someone else instead of giving the customer wrong information
How to solve a problem
Keep calm
Remember your training
If that does not work try to remember if you had any past experiences that were similar and how did you solve it
Next use the strategy: 2B4ME
Ask a Buddy
Only if not, ask the Boss; the Manager
Result of losing customers
Loss of reputation
Loss of sales
Loss of jobs that clients provide
Negative publicity
Risk of prosecution
Loss in profits
Communication
Communication is the process in which information, ideas, understanding are shared between two or among people.
Two types of them:
Verbal communication: (Spoken, oral and unwritten)
Nonverbal communication (Body languages)
Lack of Communication can lead to Customer Dissatisfaction
How to communicate with customers? use your body language to influence people. listen as much as talk.
UNDERSTAND each and every word from customer.
Be ATTENTIVE.
Do not do
Poor communication
Not listening to customers and their requirements
Lack of staff training
Lack of monitoring systems in place
Not reviewing policies
Short-term solutions
Not learning from mistakes
Not dealing with complaints
Do
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Customer Service in the Hospitality Industry Brandie Pino Le Cordon Bleu July 14, 2013 Instructor Ruth Smith Customer Service in the Hospitality Industry Many people experience customer service within the hospitality industry daily. People will encounter both negative and positive experiences while dining out with family and friends, or on a business trip staying at a hotel. When pursuing a career in the hospitality industry, it is up to us to take every negative experience that we encounter…
January 15, 2013 English 1102 I have been working as a customer service representative at for the past four years. I have had a great experience working with diverse, well-mannered and intellectual customers; but occasionally there are some people that tend to be rude, disrespectful and despondent which sometimes makes it hard to do my job correctly. Working as a customer service representative for such a long time has taught me many life lessons. It has taught me that life is about learning…
Customer Service I thought this simulation was actually really hard to get the desirable outcome. At the beginning I don’t know if I really would have the outgoing personality to tell the customer who was giving the clerk a hard time that she is just doing her job and basically to leave. I personally would have most likely just bit my tongue and waited. The clerk seemed to be pretty set in her ways and was rude. It was good though because it made you think of how to figure out a solution…
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in section 1 I have been asked to study the importance of customer service within a variety of business contexts. I will need to gain an understanding of the wide variety of customers that a business has, and to consider each of their different needs and their expectations. In section 2 of this piece of coursework, I have been asked to gain knowledge on what effective customer service is. I will need to understand what customer service includes, studying the appearance and reliability of staff…
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Customer service is the heart of any and every business. Without good customer service a company will lose customers and spend more to gain new ones. The cost to provide outstanding customer service far outweighs the cost to replace a customer. I chose to do my customer service study on a local Target store. I have frequented this store many times and have been more content with Target than their competitors. I find several things about Target to be positive experiences. The store is always clean…
