1. Providing Effective Customer Service

2. What is customer service?
Good customer service happens when a firm is able to consistently meet their customers' wants, expectations and needs.
Excellent customer service is the ability of a firm to constantly and consistently exceed the customer's wants, expectations and needs.

3. How to achieve excellent customer service
identify customer needs
always be accurate and reliable
provide information and advice
provide assistance and help
customer requests need to be acted upon
deal with special needs if they exist
deal with problems

4. Benefits to the customer of effective customer service
provides a pleasant experience
they feel able to rely on service
they feel confident about the purchase

5. Benefits to the organisation of effective customer service
gives the firm an enhanced reputation
increases chances of repeat business
attracts more customers
increases profits

6. Benefits to the employee of effective customer service
pleasant working environment
satisfaction of pleasing customers
more secure employment from a more succesful business