1. 1.2 The Customer Service STAR
Standard 1.2
Components of Customer Service

2. The Components of Great Service
Successful companies teach great service
Successful companies know their target
Successful companies hire and reward great service personnel
Successful companies communicate effectively
Successful companies measure service

3. The Components of Customer Service
For this course (and many companies) there are five specific components in customer service
These components work together to form the company’s Service Policies and Guidelines
These guide customer service representatives in working with customers and in meeting the wants and needs of the customer
These help to generate sales and return customers

4. The Customer Service STAR
The STAR
is a method to organize customer service components and focus training on the customer

5. S - Service This point’s focus: Customer Service roles & jobs
Creating a Win-Win situation
Customer Service Training
Creating a Customer Service Environment

6. T - Target This point’s focus: Knowing your target market
Creating a customer profile
Understanding satisfaction & dissatisfaction
Understanding customer service expectations

7. A - Aptitudes This point’s focus: Customer Service Personnel
Personality
Hiring
Developing Soft Skills
Opening
Discovery
Resolution
Ownership
“Always”
Active Listening & Writing Skill Development

8. R - Resources This point’s focus: Customer Service Experiences
Resources to provide service
In-Person o
Phone o Web o History & Retention
SMS o Secret Shopper o Social Media
Measuring Service Components
Confidentiality & Liability

9. S - Satisfaction This point’s focus: Customer Service Costs
Evaluation & Satisfaction Measures
Word of Mouth & Customer Retention
Customer Service Improvement Methods
Loyalty Programs o Memberships o “Miles”