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)
Customer service is the bridge between the customer and the company. A variety of responsible customer service skills are required for successful customer service. In this lesson, we will discover how the following general skills will enhance any employee's abilities to provide excellent customer service.
Good people skills.
Excellent customer service depends on excellent communication skills. The first step in developing excellent communication skills is to realize that communication does not happen in a vacuum. Communication is a two-way process that depends on these three elements:
Speaker or sender.
Listener or receiver.
Feedback from one to the other.
In this lesson, we will look at both verbal and nonverbal communication and how they, combined with the information above, contribute to the success (or failure) of good customer service.
Best practices are those techniques within a particular industry that, when applied consistently, produce the best results.
When applying best practices in customer service, we look at the methods used to perform certain activities that will result in loyal customers, happy employees, and successful businesses.
In this lesson, we will look at best practices in customer service and turn them into service standards that will help employees across the company provide the best possible customer service experience for all customers, both internal and external.
There are all kinds of customers, motivated by a number of different things.
The price-conscious customer is motivated by price and makes purchase decisions based on markdowns or discounts.
The impulse-buying customer has no real need for something, but will buy based on what sounds good at the moment.
The needs-based customer has a specific need and will usually just make the purchase and leave.
The meandering customer wanders in and out with no specific need or want.
The loyal customer comes to your business first for any of the products or services your company offers. While loyal customers account for less than 20 percent of a business's customers, they account for more than 50 percent of sales.
In this lesson, we will discover how to attract more loyal customers to create repeat business.