Customer Service OST 289

1. CHAPTER 7
SLIDE 1
CHAPTER
7 Customer Service
1 Customer Service
2 Customer Service Skills
3 Customer Service Strategies
4 Handling Difficult Situations
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

2. CHAPTER 7
SLIDE 2
Customer Service
 The ability to consistently give customers
what they want and need
 An attitude and commitment (customer focus)
 Essential for many organizations to fully
achieve their goals
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

3. CHAPTER 7
SLIDE 3
Two Types of Customers
 External
customers
 Internal
customers
BananaStock/JupiterImages
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

4. CHAPTER 7
SLIDE 4
Serving Internal Customers
 Come to work on time.
 Be polite and courteous.
 Answer questions or calls quickly.
 Be professional at all times.
 Go the extra mile and exceed the
expectations of others.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

5. CHAPTER 7
SLIDE 5
Problem-Solving Skills
 Define the problem.
 Collect and analyze information.
 Generate alternatives.
 Assess and implement.
 Evaluate the solution.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

6. CHAPTER 7
SLIDE 6
Other Customer Service Skills
 Effective listening skills
 Verbal communication skills
 Nonverbal communication skills
 Human relations skills
Empathy Understanding
or concern for someone’s
feelings or position
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

7. CHAPTER 7
SLIDE 7
Other Customer Service Skills
 E-mail customer
service skills
 Telephone
customer service
skills
 Web customer
Blend Images/Jupiter Images
service skills
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

8. CHAPTER 7
SLIDE 8
Customer Service Strategies
 Show respect for customers.
 Go the extra mile.
 Take responsibility.
 Maintain effective relationships.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

9. CHAPTER 7
SLIDE 9
Customer Service Strategies
 Explain the
situation.
 Seek customer
input.
 Follow up on
the issue.
 Keep a positive
attitude. Monkey Business Images/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

10. CHAPTER 7
SLIDE 10
Handling Conflict
 Listen carefully to customers’ concerns or
problems.
 Work hard to make them happy.
 Offer several resolutions if possible.
 Accept blame on behalf of your company.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

11. CHAPTER 7
SLIDE 11
Handling Difficult Customers
 Do not let yourself become angry.
 Acknowledge the situation.
 Ask what you can do to solve the problem or
make the situation better.
 Apologize for any errors and correct them.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e

12. CHAPTER 7
SLIDE 12
Dealing With Abusive Customers
 Do not let yourself become angry.
 Look for points of agreement.
 Ask a customer who continues to be abusive
to calm down and call back later.
 Follow company policy regarding incidents
with difficult or abusive customers.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e