Chapter 07

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 1

1 Customer Service

2 Customer Service Skills

3 Customer Service Strategies

4 Handling Difficult Situations

7C H A P T E R

Customer Service

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 2

Customer Service

●The ability to consistently give customers what they want and need

●An attitude and commitment (customer focus)

●Essential for many organizations to fully achieve their goals

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 3

Two Types of Customers

●External customers

● Internal customers

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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 4

Serving Internal Customers

Come to work on time. Be polite and courteous. Answer questions or calls quickly. Be professional at all times. Go the extra mile and exceed the

expectations of others.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 5

Problem-Solving Skills

Define the problem. Collect and analyze information. Generate alternatives. Assess and implement. Evaluate the solution.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 6

Other Customer Service Skills

Effective listening skills Verbal communication skills Nonverbal communication skills Human relations skills

Empathy Understanding or concern for someone’s feelings or position

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 7

Other Customer Service Skills

E-mail customer service skills

Telephone customer service skills

Web customer service skillsB

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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 8

Customer Service Strategies

Show respect for customers. Go the extra mile. Take responsibility. Maintain effective relationships.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7

Customer Service Strategies

Explain the situation.

Seek customer input.

Follow up on the issue.

Keep a positive attitude.

SLIDE 9

Monkey Business Images/Shutterstock.com

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 10

Handling Conflict

●Listen carefully to customers’ concerns or problems.

●Work hard to make them happy.

●Offer several resolutions if possible.

●Accept blame on behalf of your company.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 11

Handling Difficult Customers

●Do not let yourself become angry.

●Acknowledge the situation.

●Ask what you can do to solve the problem or make the situation better.

●Apologize for any errors and correct them.

© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

C H A P T E R 7SLIDE 12

Dealing With Abusive Customers

Do not let yourself become angry. Look for points of agreement. Ask a customer who continues to be abusive

to calm down and call back later. Follow company policy regarding incidents

with difficult or abusive customers.