Customer Service
1. Definitions of clients and Objectives of CS
Definitions
Clients
Customers
Consumers
Objectives
To know client's needs, motivations, and expectations
Flexibility to adapt to the market and to the clients
Staff mentality for continuous improvement
Personal and professional development (More qualified and efficient staff)
2. Staff Characteristics to Provide correct CS
Informed personnel
Be aware of the objectives of the company
The personnel must be informed on all the products and services
Motivated personnel
Identify themselves with the corporate
culture and with the image of the company
A high level of social skills, they empathize with their co-workers and the client.
Employees identify their own objectives with those of the company
A greater degree of responsibility and
professionalism and they get more involved with their work.
3. Types of Information
Internal
Information about the company available for employees and clients
Procedures, policies, norms, Company´s services, facilities and activities.
External
Information about area resources and companies
monuments, restaurants, transport, infraestructures
6. Customer Service Attitudes and Skills
Service attitude
Assume responsibilities
Keep a positive attitude
Simplify tasks
Active search for solutions
Maintain an agenda with priorities.
Courtesy and kindness
Establishing clients needs
Updated and trustful information
Respect
Show a fair, cared, equal treatment
Behave with tolerance
Accept rules that help with society coexistence
Professional attitude
Well trained staff
Well planned job positions
Well informed employees
Tasks finished in an adequate way
Attention to details
Motivation (Positive attitude)
5. Key Elements to Provide excellent CS
Elements for a good
service and that influence the quality perceived
Accessibility, Professionalism, Ability to respond, Courtesy, Credibility, Reliability, Security
Customer interaction model
Welcome, Address (Mr /Ms, Sir/ Madam), Reflect professionalism, Solve problems, Help them decide, etc.
4. Ways of Providing Cs
Direct Contact
Face to face
Having the client present has advantages
Listen directly, interpret
easier non-verbal communication
Initial phase
Take care of this first moment of contact
The Place
The workplace is a reflection of the company image
Physical aspects
(avoid physical barriers, Prepare courtesy gifts, Comfortable environment, Privacy in every interaction)
Personal appearance
The appearance reinforces the image of the company
There is no one right way, it depends on the job, country
Perfectly uniformed
Indirect Contact
By telephone
The most common method of transmission
By writing, letter, fax or email
Precision and clarity in words
Messages
Get the contact details of the person, pay attention on Company represented, content of the message, the time