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Customer service pdf

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Thus, good customer service is the lifeblood of any business. Many attempts have been made to define customer service. Customer service is an organization's. Communicate effectively with customers. ▫ Create a positive impression. ▫ Develop and maintain customer service standards. ▫ Plan good customer service . A Blue Beetle Books Publication. Strategies and Tools for Delivering. Great Customer Service. Growing communities one idea at a time.


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Introduction to Customer Service. “There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation. PDF | The aim of this paper is to present the importance of customer services as a part of market orientation from both the theoretical view and by selected results. Customers are the lifeblood of your business so the happier they are, the better for you. Customer satisfaction is often linked to customer service, and customer.

Marketing Research. While customers will be aware that their request may be out of the ordinary they will expect hotel staff to meet their needs promptly and enthusiastically. Managing a Product and Retailing In column B, urban population of each district was showed. Be patient, attentive, and friendly.

The Importance of Good Customer Service. Internal Customer Service: Proactive Customer Service: Maintaining a Positive Attitude in Customer Service. What is a Customer? Face-to-Face Customer Service Skills. What are Customer Service Goals? Hospitality Industry: Customer Service Department: Customer Service Mindset: Seeing your Coworkers as Customers. Overcoming Obstacles in Customer Service. Telephone Customer Service: Importance of Effective Communication in Customer Service.

Interpersonal Skills for Customer Service Managers. Information Systems: Help and Review. Tutoring Solution. Corporate Finance: Marketing Consumer Behavior. Business Business Statistics. Business Communications: Business Writing: Marketing Research. UExcel Business Law: Intro to Business: Financial Accounting: Intro to Business. Homework Help Resource. Intro to Excel: Public Relations Intro to Public Relations. Lesson Transcript. Paul Mckinney Paul has been in higher education for 17 years.

Characteristics of Good Customer Service Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Some characteristics of good customer service include: Promises for delivery of products must be on time.

Delays and cancellations of products should be avoided. Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir,' and 'thank you very much' are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not.

All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they're cared for. Using the customer's name is very effective in producing loyalty.

Service pdf customer

Customers like the idea that whom they do business with knows them on a personal level. Types of Customer Service There are different types of customer service that are provided by businesses. Try it risk-free No obligation, cancel anytime. Want to learn more? Select a subject to preview related courses: Call Center: One of the most basic types of customer service is the call center.

A large business will often devote an entire department to taking calls from customers who have needs or concerns about the business' service or product. The representatives who work at the call center will usually be the first people to hear about the customers' concerns and will either resolve the problem or contact the people who can. Company call centers are the link between customers and the company, and how they handle customer concerns reflects on the company in a very important way.

Technical Customer Service: Technical customer service involves the repair people who fix issues with products, either in the customer's home or when the product is sent in for repair. Technicians and repair people are often face-to-face representatives of their companies, and their knowledge and efficiency is an important factor when it comes to satisfying the customers and inspiring customer loyalty.

Customer Service Stations: Often department stores and specialty stores will have actual customer service stations where customers can go to have problems resolved or receive information that will help them with their shopping needs. This type of face-to-face customer service is extremely helpful to consumers and has obvious benefits for both the store and the customers.

Lesson Summary Customer service is a series of activities designed to enhance the level of customer satisfaction. Learning Outcomes After this lesson, you'll be able to: Customer Service Mindset: Seeing your Coworkers as Customers. Overcoming Obstacles in Customer Service. Telephone Customer Service: Importance of Effective Communication in Customer Service. Interpersonal Skills for Customer Service Managers.

Information Systems: Help and Review. Tutoring Solution. Corporate Finance: Marketing Consumer Behavior. Business Business Statistics. Business Communications: Business Writing: Marketing Research. UExcel Business Law: Intro to Business: Financial Accounting: Intro to Business. Homework Help Resource. Intro to Excel: Public Relations Intro to Public Relations. Lesson Transcript. Paul Mckinney Paul has been in higher education for 17 years.

Characteristics of Good Customer Service Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. Some characteristics of good customer service include: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided. Politeness is almost a lost art.

Saying 'hello,' 'good afternoon,' 'sir,' and 'thank you very much' are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not.

All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they're cared for. Using the customer's name is very effective in producing loyalty.

Customers like the idea that whom they do business with knows them on a personal level.

What Is Customer Service? - Definition, Types & Role in Marketing

Types of Customer Service There are different types of customer service that are provided by businesses. Try it risk-free No obligation, cancel anytime.

Want to learn more?

Pdf customer service

Select a subject to preview related courses: Call Center: One of the most basic types of customer service is the call center. A large business will often devote an entire department to taking calls from customers who have needs or concerns about the business' service or product. The representatives who work at the call center will usually be the first people to hear about the customers' concerns and will either resolve the problem or contact the people who can. Company call centers are the link between customers and the company, and how they handle customer concerns reflects on the company in a very important way.

Technical Customer Service: Technical customer service involves the repair people who fix issues with products, either in the customer's home or when the product is sent in for repair. Technicians and repair people are often face-to-face representatives of their companies, and their knowledge and efficiency is an important factor when it comes to satisfying the customers and inspiring customer loyalty. Customer Service Stations: Often department stores and specialty stores will have actual customer service stations where customers can go to have problems resolved or receive information that will help them with their shopping needs.

This type of face-to-face customer service is extremely helpful to consumers and has obvious benefits for both the store and the customers. Lesson Summary Customer service is a series of activities designed to enhance the level of customer satisfaction. Learning Outcomes After this lesson, you'll be able to: Describe the characteristics of good customer service Explain the different types of customer service divisions that can exist in a business Recall the relationship between customer service and marketing.

Unlock Your Education See for yourself why 30 million people use Study. Become a Member Already a member? Earning Credit. Earning College Credit Did you know… We have over college courses that prepare you to earn credit by exam that is accepted by over 1, colleges and universities.

To learn more, visit our Earning Credit Page Transferring credit to the school of your choice Not sure what college you want to attend yet? Browse Articles By Category Browse an area of study or degree level. Area of Study. Then use their input to create meaningful standards in how you will serve your customers. But you should do everything you can within your mission, your resources and the context of your business. Too many companies disregard and disrespect their customers. They think all the answers reside at the corporate headquarters.

That arrogance will ruin a company. Talk to the people who know. Talk to your customers. Employees will help you figure out how to do it. Employees do the work of the company day after day. They see and hear and feel how things work. They know what works and what does not.

They see how the business is changing. They see this all at the point of service, which is where your company produces its revenue. Everything in the company should support what happens at the point of service. Anything that does not support a successful point of service needs to be questioned.

As you gather information from your customers about how to best serve them, make sure your employees are part of the process. Get them involved from start to finish. Include them in planning, information gathering, customer service standard setting and implementation.

Some people will do this no matter who leads their company. But these people tend to be exceptions. If the top leaders expect great service for every customer every time, then they will naturally do what it takes to create a culture that breeds such service. Ultimately for a company to deliver Amazing Service consistently across their organization, the top leaders need to make it a priority.

There are no alternative paths to getting this done. Then they need to demonstrate this in their words and their actions. It needs to be at the core of everything they do. Steps one, two and three are tactical. Any company can do them. And if you do them well, you will see positive results. But for long-term results, step four must happen first.

Without it, most service gains will be short term. They will not live beyond employee turnover. Eventually the motivation that drives them will fade away as they lose their champions and other issues take priority.

For true, sustainable improvement in customer service quality, an organization must make a commitment at the highest level of management to deliver the best service they can to every customer every time with no exceptions. Listen Completely. Let Them Vent 3. Apologize 4. This unit will focus on the philosophies and practices needed to achieve the highest level of customer service in the hospitality industry.

What Is Customer Service? - Definition, Types & Role in Marketing

Therefore, unlike almost every other industry, hospitality offers a non-tangible good which relies totally on the personality and skill of those providing it. For this reason it is crucial that hospitality employees are trained to maintain a standard of superior customer service at all times. In the hospitality industry, employees must keep the mood of those receiving the service in mind. They must be empathetic and try to think like customers.

Employees should remember that hotel guests usually arrive tired, and all they want is to get to their room, get comfortable and take a shower. Reception staff ensures that check-in is brief and effective.

Restaurant clients arrive hungry and they expect to find a choice they like. Sometimes foreign customers like to try new things and are usually easier to please; others are not adventurous and expect to find their regular fare.

The Needs of Hospitality Customers Management and staff in the hospitality industry need to keep the unique needs of the hospitality customer in mind at all times. Check below to explore these needs in detail. A Clean, Safe and Secure Environment The primary need of a hospitality customer is for a clean, safe and secure environment.

Customers want to feel they have the security and comforts of home during their stay. Good Food and Drink Following security, customers, chief requirement is for nourishment. All kitchen staff must strictly adhere to health and safety laws. Respectful Service Customers pay a premium to stay in a hotel. The customer is always aware of this and expects to be treated with politeness and respect by all members of hotel staff.

This is especially important to remember in hotels with a high star classification and hotels that have won prestigious awards. Customers will have a very specific idea of the manner that they will be treated in these establishments and will constantly be comparing the service to their expectations.

Satisfaction of All Other Needs Every customer will have questions for hotel staff during their stay. Residents very much appreciate it when these questions are answered clearly and with enthusiasm. As well as questions, customers often make requests of hotel staff. Requests are often specific and unique to each customer. While customers will be aware that their request may be out of the ordinary they will expect hotel staff to meet their needs promptly and enthusiastically.

Common requests include asking for an extra pillow or for transport to be arranged to the airport. This can be achieved by teaching staff the 12 steps of Superior Hospitality Service.

These steps are as follows: Maintain a Pleasing Environment Staff must ensure the establishment is decorated in an agreeable and identifiable style.

You might also like: ITIL SERVICE STRATEGY 2011 PDF

All furniture in the building must be comfortable. Furthermore, background music and lighting should be used when and where appropriate. It is important that every area of the building be kept clean and sanitized as well as being tidy and presentable. Staff should be dressed in appropriate attire and conduct themselves with a professional composure. Also, every employee must acknowledge current residents as they pass them. Train New Employees To ensure that all employees are sure of their duties and responsibilities, detailed job descriptions should be created for all positions.

These will provide a guide for new employees and serve as a reference for more experienced employees. On their first day of work new members of staff should receive a workplace orientation from the HR Manager. This will help to relieve any confusion or uncertainty the staff member may have about the new organization. Initially, new staff should be paired with experienced and dependable employees that can provide help and guidance when necessary.

Furthermore, it will prevent new staff from making mistakes which reflect poorly on the business. Staff should only be allowed to have unsupervised contact with customers when they have received a sufficient amount of training.

Develop the Professionalism of Management and Staff Experienced members of staff should be re-trained in their core responsibilities as well as trained in new skills. This will prevent staff from adopting poor habits as well as constantly improving their skill set. This policy will create an environment in which staffs constantly aspire to provide excellent service. Experienced employees will create a loyal following and will be asked for customers by name.

Establish Systems of Flawless Communication in the Business Systems of communication should be established between all departments in the business. This ensures that any request or purchase a customer makes can be fulfilled as quickly as possible. Furthermore, all departments should keep and update a list of information which they need to make other departments aware of.

The restaurant staff must know the menu well, including details such as availability, recipes, main ingredients, preparation time, etc. If an employee does not know the answer to a question, he must excuse himself to find out the answer and return with it in a timely manner, or ask the manager to respond. Accommodate All Reasonable Wishes of the Customer Employees must make every effort to accommodate the needs and wishes of the customer relating to the scope of their job, and do it with a smile.

Employees must do this even when the request sounds strange for example, a guest asking for a coffee at an unusual hour. Encourage Team Spirit Management should create work groups in every department that work together harmoniously. Members of these teams should help and support each other. Amenities and Presents for the Customer Small value items or which the guest does not have to pay for are a very welcome gift. Some larger hotels place chocolate mints on the pillow during turn in service; others offer free coffee at departure.

You may want to offer a small glass of local juice upon welcoming a client. Customers remember and appreciate free items, become free advertisers and often return. The award usually consists of a leisure activity such as dinner for two or tickets to a show. A less frequently used incentive is to give the employee a monetary award. Such incentives have been used in hotels for decades and have proven results. This method is notable in that it makes staff feel appreciated by their co-workers as well as management.

Regardless of the incentive method used, awards should be taken into account when an employee is considered for a promotion. Management Inspections The best way to evaluate the progress in quality service is by inspections, both at regular intervals and by surprise.

When filled without bias, this sheet will clearly show progress from each inspection to the next. In addition to quality evaluation, it can also serve as a guide for promotion and dismissal decisions. This unit will explain how to achieve the same level of service in a specific area of the industry; restaurants. Perhaps more than any other industry, delivering high quality service in hospitality is dependent upon preparation. This remains true in restaurants.

For this reason, restaurant staff must always follow the preparation and personnel standards detailed on the following pages. Preparation and Personnel Standards 1. Personal Hygiene Nothing is more off-putting to restaurant customers than an employee that appears unclean.

Such employees reflect very poorly on the restaurant and will likely have the customer question the health and safety standards of the kitchen. With this in mind, the following rules of hygiene must be enforced: Dress code Dress code is the next most essential restaurant personnel standard. As with hygiene, customers will view the dress of restaurant staff as reflective of the whole establishment.

The rules of dress for restaurant staff should be as follows: Mise en Place Just as employees should appear prepared to customers, so should the restaurant table settings.

The mise en place procedure for restaurants should be as follows: All tables should be set with clean tablecloths, polished silverware, glassware and china.

Salt and pepper dispensers must be re-filled and chairs should be placed in their proper positions. Following a sitting, the table-top should be crumbed and placemats should be changed before seating the next guests.

Do not seat guests if the table is not completely set. After Service: Maintain Responsibility for Your Section It is very important that restaurant floor staff maintain responsibility for their own section. As well as seating and taking orders this also includes cleaning tables after every sitting and service.

Staff should not expect co-workers to perform supplementary duties in their section. This will result in their co-worker becoming overstretched and their performance as a whole will suffer. Follow Instructions: Sometimes the manager may have to take-over from a staff member that makes a mistake. Deal with Disputes Calmly and Discreetly If a number of employees have a disagreement they must be deal with it calmly and without offending each other.

Furthermore, they must deal with in private and away from the customer. Staff should never confront each other on the dining room floor and never make a scene in front of customers. Restaurant Service Essentials Once the staff and dining room are prepared service can begin. For the customer to experience excellent service specific methods and techniques of work must be followed. Check the below for a detailed description of these methods: Welcome the Guest Every set of customers that arrive at the restaurant should be welcomed.

The employee nearest to the door at the time of entry must welcome the guest and ask to take their coats. If not, he should inform the floor manager of their arrival. A light nod of the head is sufficient especially in a more formal restaurant. Nothing upsets the customer more than feeling ignored. Table Service As the patrons arrive at their table their waiter should pull out their chairs.

The menu should be presented to the right of the customer and opened on the correct page. Bread and butter should be placed on the table as soon as the drink order is taken, and replenished as soon as the bread and butter are consumed.

As beverages or water are consumed, refill and take orders for additional beverages. Be Knowledgeable The waiter taking the order should be able to describe every item on the menu.

Move Gracefully Servers should not move around the dining room clumsily but rather try to move as gracefully as possible. Graceful staffs add an atmosphere of sophistication and professionalism to a dining room.

This element of service is given such importance that many three Michelin star restaurants hire choreographers to teach staff to move with elegance.

Be Discreet During service servers should try to be almost invisible. Address the guest only when necessary such as when taking orders, serving food and beverages, and collecting the check. When re-filling glasses, clearing used dishes, replace ashtrays and silverware, staff should try to be as unobtrusive as possible. Customers prefer when these tasks are done quietly and swiftly. Use an Under-Liner For everything brought to the table except china, use an under-liner.

Under-liners add elegance to the dining experience and alleviate any concerns the customer may have about the passing of germs. The following under-liners should be used in a restaurant: It is management that set the customer service goals and create a customer service program. Furthermore, they ensure that employees are constantly achieving the required customer service standards. This unit will describe how a manager should introduce and implement a customer service program within a hospitality business.

Building a Team The manager should encourage the creation of teams. Teams in a hospitality business should have a hierarchy. The team at the top of this hierarchy will consist of the heads of department with the manager as the team leader. In turn, each head of department will create teams in their own department. These teams will all have an equal level of importance in the organization.

This team hierarchy serves a number of functions. In corresponding with all the heads of department, the manager can delegate and ensure that the customer service program is being implemented effectively. Such a structure also allows each head of department to maintain a level of responsibility and authority.

This will help each department head to feel that they are a major contributor to the customer service program. Finally, employees within each department can also feel they are making a worthy contribution as they are assigned responsibility by their team leaders. Formal Work Groups 2. Informal Work Groups 3.

Leisure Groups These teams are all very different and each plays a unique role in ensuring a high-level of customer service. Check to learn more about these teams: They meet at set intervals and when properly geared and motivated by the management could become invaluable because of the exchange of information and the communication between groups and members within each team.

Such interactions help to improve the team spirit within an organization. As these teams are formed organically they tend to be formed by employees with a natural sense of cooperation. Leisure Groups Leisure groups are groups of employees who meet outside of work to share a common interest in a hobby. Although these groups do not have a direct effect on the customer service they do help to foster a sense of camaraderie between members hence creating a more positive work dynamic.

To ensure that these meetings are focused and facilitate effective communication managers should follow the meeting procedure described below. This process should also be followed by heads of department when they meet with their teams. During a meeting managers should: Managers must be able to accept this change and ensure that it does not negatively affect the customer service of their business. Indeed, they can use change as a catalyst for improving customer service.

Change could be due to external forces, such as new laws, taxes, regulations, and changes in government, or internal forces, such as change of management, technological, organizational structure, etc.

The way these systems work is mostly through surveying customers, either by collecting and analysing survey cards at the property, or by answering questionnaires by phone, mail and internet.

Another way to collect feedback is to have an expert pose as a guest and review the customer service. Some businesses hire specialized companies to implement these systems as their conclusions will be unbiased. The majority of hotels and restaurants use an in-house system.

However, in-house system are easy to corrupt and not very accurate. Nevertheless, they are the most economical choice. Quality Control Systems QCS succeed when the entire team is consciously and continuously applying all the principles of quality.

Customer Service Tutorial in PDF

Managers should implement QCS in the following way: Each manager must know his role in-depth and perform his duties perfectly, leading his subordinates by example. Orientation of new employees and training of new and existing staff must be on- going.

Demand the highest level of work performance each worker is able to achieve. Perform in-house quality inspections at regular intervals, as well as surprise check. Maintain a Pleasing Environment 2. Make a Favourable First Impression 3. Train New Employees 4. Develop the Professionalism of Management and Staff 5. Accommodate All Reasonable Wishes of the Customer 8.

Encouraging Team Spirit 9. Amenities and Presents for the Customer Offer Incentives for the Personnel Supervision Because of this, customer service is an integral part of any retail business.

To serve the customer is the purpose of the retail industry. The industry is reliant upon sales from individual customers. Such an attitude should inform every aspect of a retail business. Customers should be viewed as a part of the business, not an outsider. Retailers should constantly remember that customer service is fundamental to their business.

It should become an integral part of their daily routine. Excellent customer service is what separates a retailer from their competition. This unit will focus on the philosophies and practices needed to achieve the highest level of customer service in the retail industry. The customer experience is influenced by their first impressions of the store front, the ease of locating and availability of merchandise, and their interaction with store personnel.

These are all factors we can positively influence the customer. Attention must be paid to the outside appearance of your stores and parking lots. Every morning as you come to work, look at your facilities through the eyes of a first time customer. Does it look cared for, does it invite you to stop and come in? If you were visiting for the first time, would you feel comfortable and want to come inside this store?

What can you do to improve and maintain a positive appearance? How does your store look when you first enter the doors? Is it neat and clean; are the aisles clear, does signage help you find where you need to go? Does it invite you in? Do the personnel in the store meet and greet customers as they come into the store, or into their departments?

Do they understand that no matter what their present task is, their first priority is greeting and helping the customer? Do they understand that their interaction alone may influence how the customer perceives the store?

Their attitude, their welcome, and willingness to help each customer will be the impression that the customer will hold in their minds. All personnel should understand that while they are at work and on the sales floor, or on the phone, they are representing the store. Even if they only work 10 hours a week, during those 10 hours they may be the factor that makes or loses a new or repeat customer.

Every retail employee should aim to make a difference, to interact positively with their customers, to feel that they are an important part of the store. If you make your customers feel appreciated, they will follow your lead. Think of the times when one person in a business or company has influenced the way you perceive that business despite what you may know about the company or may have experienced in the past.

Use this experience to influence the way you treat customers. All personnel should think in terms of the impression they are giving each time they interact with a customer. Smile, be positive, be helpful, pay attention, and be sincere. Every employee in the retail industry should understand that they are expected to provide excellent customer service and be aware of the consequences should these expectations not be met.

It is an absolute given that the first priority of every employee is customer service. Employees are expected to be courteous, attentive, and helpful. Rudeness and avoiding or ignoring a customer should not be tolerated. The commitment to deliver excellent customer service is not just a policy, it is a job requirement. Failure to meet customer service expectations is a failure to do your job! Everyone must be involved in focusing on the customer, providing positive customer service, and in reinforcing that behaviour throughout the store.

Every staff member must take responsibility for seeing that each customer is greeted, listened to and helped. Contact with each customer should be a positive experience, and the customer should not have to seek assistance—they should be offered assistance.

The purpose of retail employees is to offer excellent customer service to each and every customer whether they come into the store, call on the phone, or use the website.

It involves a way of thinking and acting that is focused solely on customers. A retail customer is anyone who comes into your store, calls on the phone, or visits your website.

It is your job to let each customer know they are important to you and your store and make them feel welcome. The communication skills needed are divided into the following four areas: Listening Skills 2. Positive Verbal Communication Skills 3. Positive Non-Verbal Communication Skills 4. Solving Customer Problems Listening Skills Listening to customers is the first communication skill needed to effectively interact with customers. This skill is perhaps the most important as staff cannot give customers what they want if they are not aware of their needs.

To communicate well with customers retail staff should follow the following procedures: Ensure that your phrasing tells customers that you are eager to help. Furthermore, employees must remember that they are representing their organization. Everything you say should portray the organization as one that is dedicated to superior customer service.

Many phrases that are used in everyday conversation are unsuitable for speaking with customers. Check below to explore these phrases and learn customer appropriate alternatives. If you are unable to fulfil this request you should never give a negative response that does not offer some sort of solution.

The vast majority of customers are reasonable people. If you are unable to fulfil a specific request but try your best to help the customer they will appreciate your efforts. Telling the Customer what to do You should never tell the customer what to do. The way you phrase a sentence can make the difference between a demand and a polite request. Occasionally a customer will wish to return an item without a receipt. Phrases like this let the customer know that you are doing your best and make them more likely to be understanding.

Patronizing the Customer You should never patronize or talk down to the customer. Customers must never be addressed in a patriarchal way or in a manner that suggests that you are in charge at the store. Furthermore, you should never talk to the customer as if he or she is unintelligent. While verbal communication plays a huge part in the retail customer service experience, non-verbal communication plays an equal if not more important role. Eye Contact Make eye contact with your customers to acknowledge that you are paying attention.

Keeping eye contact while you are communicating or listening to your customer ensures you remain focused and lets them know are interested in providing good service. Also, if you are spending a long time serving a particular customer, it can help to make eye contact with the next customer in line. Facial Expressions Keep facial expressions positive. Raised eyebrows, rolling your eyes, smirking, tightly set lips, yawning and staring past the customer are all body language that is not customer friendly.

Sincerity You should be natural and sincere when greeting and interacting with customers. Remember what an important role you play in customer satisfaction. You can make the customer's day better by being friendly and helpful. Appearance Just as you maintain a tidy and attractive store, you should take pride in your own appearance. When your customers describe your service to their friends they will focus on their observations of tangible things.

You want those tangibles to reflect well on your store and the service you provide. Solving Customer Problems As hard as you and your organization try to provide excellent customer service, problems with customers will inevitably arise. When they do, you should adopt the following attitudes and practices: Assume Innocence: They may be having difficulty explaining their problem well or they may have received incorrect or misleading information.

Listen well, and try to help solve their problem. Believe Your Customer: Give your customer the benefit of the doubt, they may be absolutely correct and you may be mistaken.

Use phrases such as "let me confirm that…. Look for Teaching Opportunities: Try to provide the information or directions customers may have needed to avoid the problem. Assume responsibility for the customer not being aware of this information. Beware of Responding in Kind: If your customer is upset you must remain calm. Meeting anger with anger, sarcasm with sarcasm, etc. You want your customers to walk away satisfied, not angry or frustrated. Be Empathetic: Empathy is the degree of caring and individual attention you show customers.

Customers come with a variety of wants, needs, expectations, attitudes, and emotions. They want to be treated as individuals, not as a number. Make them feel comfortable and important to you.

That will hinder your ability to serve customers effectively. When things go wrong, you have to separate the person from the performance and focus your energy on solving the problem. For a retailer to offer excellent customer service consistently, a culture of superior service must exist in the organization.

Such a culture must be defined by management. Furthermore, management must ensure that employees constantly exemplify this customer service culture. This unit will describe how a manager should implement a customer service program within a retail business. Training Before employees can provide excellent customer service they must be well trained.

Management should train employees in the following areas: Employees should be taught how to use all operating equipment they are required to use such as cash registers, pricing machines, etc. Resource Materials: Be sure employees know where and how to use any reference materials that they might need to use such as manuals, lists, etc.

Resource Personnel: Encourage all personnel to help each other. There should be designated personnel to train in specific tasks and areas. On the Job: Much training will be accomplished hands on, with instruction and help being given at the same time. All personnel should thoroughly understand what is expected of them. They should understand that their first priority is customer service. Tell them they are expected to be courteous, attentive, and helpful.