Chapter Name: Fundamentals of Customer Service
Description:Covers the principles of excellent customer service, including responsiveness, empathy, and problem-solving.
Purpuse:To instill the importance of customer satisfaction and loyalty in business success.
Rational:Exceptional customer service leads to repeat business and positive word-of-mouth referrals.
Chapters Topics
Types of customers
Differentiating customers by characteristics such as retail, wholesale, internal, external, loyal, and new.
Customer service standards and customer service
Benchmarks and practices used to provide high-quality service to meet customer expectations.
Attracting and retaining customers
Strategies to draw in new customers and build long-term relationships that foster loyalty.
Building rapport with customers
Creating trust and emotional connection with customers to encourage ongoing engagement.
Ensuring customer loyalty
Techniques to maintain customer satisfaction and encourage repeat business.
Effective communication when interacting with customers
Using clear, respectful, and responsive communication to enhance customer experience.
Handling and resolving complaints
Addressing customer issues promptly and professionally to maintain business reputation.
Different ways of communicating with customers
Various methods including phone, email, face-to-face, social media, and online chat used to interact with clients.
Negotiation skills and conflict resolution
Techniques to reach mutual agreements and resolve disagreements effectively with customers, staff, or suppliers.
The principle of assertiveness as it applies to customer service
Standing firm on business policies while remaining respectful and professional during customer interactions.
Consideration of cultural diversity and socio-economic background when interacting with customers
Understanding and respecting diverse customer needs and preferences related to religion, culture, and financial background.
Customers as the ‘life blood of the business’
Emphasizing the central role customers play in the success and sustainability of a business.
Establishing a team
Includes staff recruitment, training, team development, and adherence to HR laws and regulations.