1. Customer Service Relationships
Goodwill Works Curriculum
Copyright ©2010 Goodwill Industries International, Inc

2. What is Good Customer Service?
Friendly greeting
Considerate help
Good listening
Problem solving
Courtesy
Friendly goodbye /come back

3. Poor Customer Service

4. Tips for Good Customer Service
Use a customer’s name if you know it
Call a woman “Miss” or “Ma’am,” call a man “Sir”
Say, “Excuse me” to get the customer’s attention
Find out what the customer wants to know.
If you don’t know the answer to a customer’s question:
Say this
Not this
“I’m sorry, I don’t know. But I will find out for you.”
“I don’t know”

5. Special Customers Some customers may need extra help: Elderly people
Parents with babies
People with disabilities
People who do not speak English as their native language

6. Good Customer Service “Politeness goes far, yet costs nothing.”
Samuel Smiles
Popular 19th century writer

7. Basic Goodbye
Smile
Say “Thank you.”

8. When There is a Problem