2. Absorb Presentation: Customer Service Alicia Adams EDU 652 Dr. Rhia Roberts December 12, 2011

3. Customer Service  What do we already know about customer service?  Why is customer service so important?

4. Customer Service Defined  Customer service is the act of helping customers with their personal needs and questions regarding products and services.

5. What do we already know about customer service?  Customers come to companies to either purchase goods or get services and expect customer service agents to help them with this.  Customer service agents provide customers with answers to their questions about these goods and services.  Customers rely on the Customer service agents to be knowledgeable and helpful with these questions as well.

6. Your experiences with customer service?  Name a time where you have gotten great customer service.  What made it so great?  How did it make you feel?  Name a time where you had bad customer service.  What made it bad?  How did it make you feel?

7. Types of businesses that provide customer service  There are many companies that provide customer service including:  Restaurants  Grocery stores  Retail companies  Online retail companies such as Amazon.com  Internet and phone companies  Etc.

8. Why is customer service so important?  Customers rely on companies to have employees that are friendly, educated in the product or service, and helpful.  Usually customer service agents are the first person that a consumer will deal with, therefore they are the face of the company.  A negative customer service experience can impact the companies sales, and can result in the loss of that customer; as well as others due to word of mouth.

9. How do you provide good customer service?  Be Patient!  Usually when customer come in or call regarding a product they need your expertise and information.  Listen to their story first, repeat their needs/concerns, and address what you can do to help them.  Smile  This is a given. Customer’s certainly appreciate friendly customer service any time that they can get it.  Remember, you are the face of the company.

10. How do you provide good customer service? (continued)  Listen  Listen to what the customer needs, then act.  Offer help/suggestions  Provide help or suggestions on how you can make the customer’s experience better.  Answer the customer’s questions  Be sure to answer the customer’s questions.  If you are not able to help, find someone who CAN assist them.  Thank the customer  Be sure to thank the customer, and ask them if they have anything else that they need help with.

11. Customer service conclusion  Always respect and help customers.  Be aware of company policies and expectations.  Be knowledgeable about company products.  Smile and listen to the customer  Be appreciative and offer further assistance.  Welcome the customer to come back again.