Customer Service Basics

There are many things that can be said about customer service, but one quote by Peter Drucker, management expert, rings particularly true:

"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it." (http://www.customerservicepoint.com/customer-service-quotes.html)

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Lesson Goals

Learn the definition of customer service.
Learn the difference between internal and external customers.
Learn how to interact with customers.
Learn to understand what the customer wants.

Lesson Activities

Defining Customer Service Check for Understanding: Defining Customer Service (Exercise) Internal and External Customers Check for Understanding: Internal and External Customers (Exercise) Interacting with Customers Check for Understanding: Interacting with Customers (Exercise) Check for Understanding: How Would You Handle It? (Exercise) Understanding What the Customer Wants Check for Understanding: Understanding What the Customer Wants (Exercise)