Transcript Chapter 1 -- Key Aspects of Customer Service

Chapter 1
Introduction To
Customer-Centric Service
Objectives
Define customer-centric service
Contrast traditional customer service with
exceptional customer service
Identify required customer service skills
and competencies
Chapter 1
The World of Customer Service, 2e
Odgers
1
Defining Customer Service
Customer service is the process of
satisfying the customer, relative to a product or
service, in whatever way the customer defines
as meeting his or her need, and
having that service delivered with efficiency,
understanding, and compassion.
Chapter 1
The World of Customer Service, 2e
Odgers
2
Mission Statement,
Values, and Goals of
Customer Service
Examples of Mission Statements
“Good service is good business”
“We are ladies and gentlemen serving ladies
and gentlemen”
Chapter 1
The World of Customer Service, 2e
Odgers
3
External and Internal
Customers
External customers
Customers whose needs we traditionally think
of serving, who purchase and use a company’s
products and services
Internal customers
People or departments within a company that
rely on colleagues to provide the support they
need to serve their own internal and external
customers
Chapter 1
The World of Customer Service, 2e
Odgers
4
Employment Growth for
Customer Service Representatives
(CSRs)
According to the U.S. Bureau of Labor
Statistics
Service related jobs are expected to increase at
a faster rate than all other occupations.
Specifically, the CSR occupation is expected to
increase from 2,063,000 jobs in 2004 to
2,534,000 jobs in 2014.
Chapter 1
The World of Customer Service, 2e
Odgers
5
The Evolving Role of
Customer Service
The “New Customer Economy” is
characterized as a power shift from
companies to their customers.
Traditionally, customer service was
delivered in the Customer Service
Department.
Today, everyone in an organization must
deliver exceptional customer service to all
customers.
Chapter 1
The World of Customer Service, 2e
Odgers
6
Multichannel Customer
Contact Points
Customer contact occurs through many
channels
In person
On the phone
Through written communications
Online
Chapter 1
The World of Customer Service, 2e
Odgers
7
The Role of a CSR
In general, the role of a customer service
representative is to
Answer questions
Solve problems
Take orders
Resolve complaints
Chapter 1
The World of Customer Service, 2e
Odgers
8
Characteristics and Skills that
Describe Exceptional CSRs
Chapter 1
Initiative
Objectivity
Responsiveness
Resistance to Stress
Relationship
Building
Resilience
Sensitivity
Positive Attitude
Problem Solving
The World of Customer Service, 2e
Odgers
9
The Workplace Environment
CSRs can be located at a
Retail store or an office
Call center
Contact center
Help desk
Chapter 1
The World of Customer Service, 2e
Odgers
10