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Customerservice new 199

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RajThilak
RajThilak

The document discusses key aspects of providing good customer service, including identifying different types of customers, both internal and external; focusing on caring responses and problem resolution; understanding that customers want friendly, flexible, timely service and solutions to issues; and recognizing that customer service is as much about attitude as techniques. Maintaining a positive attitude through confidence, courtesy, empathy and ownership is emphasized as central to quality customer service.

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Customer Service
Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object]
Caring Customer Service ,[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object]
Reactions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object]
Foundation of Customer Service ,[object Object],[object Object],[object Object]
Foundation of Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Why is Service so Difficult to Define Accurately? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object]
Service can be Divided into two main types: ,[object Object],[object Object],[object Object],[object Object],[object Object]
In any Interaction ,[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Moments Of Truth ,[object Object],[object Object]
Caring Responses ,[object Object],[object Object],[object Object],[object Object],[object Object]
Dont’s ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Dont’s ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Benefits of Good Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Some Startling Statistics ,[object Object],[object Object],[object Object],[object Object]
Surprised? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
So Most Of All ,[object Object],[object Object],[object Object]
The two types of Customer Service ,[object Object],[object Object]
Reactive Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Proactive Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Winner/ Loser Tapes ,[object Object],[object Object],[object Object],[object Object],[object Object]
Winner/ Loser Tapes ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
GUEST ,[object Object],[object Object],[object Object],[object Object],[object Object]
Three Styles of Communication ,[object Object],[object Object]
Three Styles of Communication ,[object Object],[object Object]
Three Styles of Communication ,[object Object],[object Object]
Customer Service Attitude ,[object Object],[object Object],[object Object],[object Object]
Customer Service Attitude ,[object Object],[object Object],[object Object],[object Object]
Customer Service Attitude ,[object Object],[object Object],[object Object],[object Object]
What is Customer Service Attitude……….? ,[object Object],[object Object],[object Object],[object Object]
Displaying Customer Service Attitude ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CONFIDENCE ,[object Object],[object Object]
[object Object],[object Object],[object Object],Thinking Positive
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]
[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
Best Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Best Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Good Customer Service rests on 3 P’s People Product Process

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  • 49. Good Customer Service rests on 3 P’s People Product Process