Chapter Eight: Maximizing Customer Service and Productivity in the Workplace The goal as a company is to have customer service that is not just the best, but legendary.. Sam Walton Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 1
Vermette UF 300 Chapter 8 Serve
Oct 30, 2014
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Chapter Eight: Maximizing Customer Service and Productivity in the Workplace
The goal as a company is to have customer service that is not just the best, but legendary..
Sam Walton
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 1
Chapter Goals
Learning• To identify the components
of the customer service triangle.
• To develop relationships that lead to excellent customer service.
• To identify and understand the statements and components that drive productivity.
Ability• Deliver better customer
service in person and online.
• Read and understand an organizational chart.
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 2
Shifting Economy
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 3
Customer Service
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 4
Service Triangle
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 5
Components of Consumer Buying Decisions
• Value for the price.
• Overall quality of customer service.
• Knowing the company will be there to resolve any problems.
• Benefits the product or service provides.
• Convenience.
• The way the product or service makes me feel.
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 6
Top 10 Customer Service Commandments
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 7
Top 10 Customer Service Commandments
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 8
Knowing the Customer
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 9
Dealing with Difficult Customers
• Don’t argue.
• Listen.
• Watch body language.
• Don’t take it personally.
• Be aware of violence.
• Use calming phrases.
• Solve problem.
• Learn policies and procedures.
• Work to build good relationships.
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 10
E Commerce and Customer Service
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 11
Chapter Reflections
Chapter 8, Cornerstones for Professionalism, 2/e, Pearson Education 12
Related Documents
