The Key to Customer Service

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Closing Review agreements Thank the customer Follow – up Stay in touch for the future
HOW TO BE "CUSTOMER CENTERED!” The Marketing Science Institute of Cambridge, Massachusetts asked CUSTOMERS of a wide range of service businesses what factors they considered most important in assuring their satisfaction. This is the response: 1. RELIABILITY: This topped the list of what customers expect. A major source of customer dissatisfaction is the "unkept promise." 2. RESPONSIVENESS: Be helpful and provide prompt service. 3. ASSURANCE: Employees should be knowledgeable and courteous and should convey confidence in the service they provide. 4. EMPATHY: Customers want individualized attention and people who will listen to them. 5. TANGIBLES: Physical facilities and equipment should be attractive and clean. Employees should be dressed and groomed well.
Page 1 and 2: The Key to Customer Service A prese
Page 3 and 4: PURPOSE: Purpose To empower the par
Page 5 and 6: Definition of Customer 1. A custome
Page 7 and 8: Your Customers Take a few moments t
Page 9 and 10: 3. If no, how could we improve our
Page 11: Excerpts from Customer Survey: Prop
Page 15 and 16: EXERCISE: Knowing Your Product! 1.
Page 17 and 18: The Assist Drill 1. Write 2 example
Page 19 and 20: Determine Needs Find out what is wa
Page 21: Exchange in Abundance Provide addit
Page 25 and 26: Customer Communications The Six Mos
Page 27 and 28: DRILL Take the following statements
Page 29 and 30: The public sees timeliness, number
Page 31 and 32: The major barriers and opportunitie
Page 33 and 34: RESPECT DRILL 1. List seven behavio
Page 35 and 36: Customer Service Term Listening Man
Page 37 and 38: The Heart of Customer Service is ca
Page 39 and 40: In order to make sure our staff is
Page 41 and 42: EXPECTATION A Can-Do Customer Servi
Page 43: Jere Matlock is a writer and profes

The Key to Customer Service

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