Customer
Customer Service
Customer Service is about
Service
providing assistance and advice Company image
to the customers about products Speed and accuracy of
and services as well as problem service
"Quality is remembered long
after the price is forgotten." solving. Consistency
There are two types of customers.
Products and services
Internal Customers:
offered
colleagues and other
Meeting customer needs
members of staff who work
Offering information and
within the same
advice
organization to provide
Dealing with complaints and
products and services.
problems
External Customers:
Meeting and exceeding
people from outside the
organization who buy the customer expectations
products and service. Providing clear, relevant and
accessible information
Good customer service Well trained, positive
Good customer service is about behaviour and nice
understands the different appearance staff
customer needs, maintaining Good communication skills
customers’ loyalty and delivering
consistently high standards. The
following are the key of good
customer service:
First impression
, use this form. While talking transfer the information to
with customers you must hearing impaired customers, but
consider your tone of voice. you need to pay attention the way
Then, perhaps you will find you talk, slowly, so it won’t be
yourself dealing complaints difficult for them to read the lips.
with international For visual impaired customers you
customers, you need be need to provide Braille
aware of using your body documentations. For example, if a
language like gestures as in visual impaired customer comes
Communication skills their country it has different into the travel agency, they can
meaning. touch the brochures or other
Communication skills have
Some customers may have objects and read them through
different forms and they need to
special needs which require the braille system.
be used appropriately.
additional and sensitive customer
The advantage of face to face
service.
communication is that you can
read customers’ body language
For example customers with
mobility problems (wheelchair
Face to face
users) you can offer them an
communication: To assist the customers with a
assistance guide to support them.
visual impairment:
Then, you may face dealing with You need to look out for
hearing impaired customer; in this visual signs such as a white
case you should offer them stick or guide dog.
specialized audio devices so they When meeting a visually
it’s can hear loudly. Therefore, lip impaired customer, always
important to know how to reading, it’s an easy way to introduce yourself.
Customer Service
Customer Service is about
Service
providing assistance and advice Company image
to the customers about products Speed and accuracy of
and services as well as problem service
"Quality is remembered long
after the price is forgotten." solving. Consistency
There are two types of customers.
Products and services
Internal Customers:
offered
colleagues and other
Meeting customer needs
members of staff who work
Offering information and
within the same
advice
organization to provide
Dealing with complaints and
products and services.
problems
External Customers:
Meeting and exceeding
people from outside the
organization who buy the customer expectations
products and service. Providing clear, relevant and
accessible information
Good customer service Well trained, positive
Good customer service is about behaviour and nice
understands the different appearance staff
customer needs, maintaining Good communication skills
customers’ loyalty and delivering
consistently high standards. The
following are the key of good
customer service:
First impression
, use this form. While talking transfer the information to
with customers you must hearing impaired customers, but
consider your tone of voice. you need to pay attention the way
Then, perhaps you will find you talk, slowly, so it won’t be
yourself dealing complaints difficult for them to read the lips.
with international For visual impaired customers you
customers, you need be need to provide Braille
aware of using your body documentations. For example, if a
language like gestures as in visual impaired customer comes
Communication skills their country it has different into the travel agency, they can
meaning. touch the brochures or other
Communication skills have
Some customers may have objects and read them through
different forms and they need to
special needs which require the braille system.
be used appropriately.
additional and sensitive customer
The advantage of face to face
service.
communication is that you can
read customers’ body language
For example customers with
mobility problems (wheelchair
Face to face
users) you can offer them an
communication: To assist the customers with a
assistance guide to support them.
visual impairment:
Then, you may face dealing with You need to look out for
hearing impaired customer; in this visual signs such as a white
case you should offer them stick or guide dog.
specialized audio devices so they When meeting a visually
it’s can hear loudly. Therefore, lip impaired customer, always
important to know how to reading, it’s an easy way to introduce yourself.
