Source: www.geog.cam.ac.uk
Topic: Customer Service
Sort Desciption: customers but there is internal customer service as well. While this manual mainly. addresses external customers expanding your definition of ...
Content Inside: Customer Service Training Manual IFTA Staff Training Part One 11 th -12 th October 2006 2 CUSTOMER SERVICE BASICS 3 I NTRODUCTION TO C USTOMER S ERVICE 3 C USTOMER S ERVICE IN THE 21 ST C ENTURY 3 T HE T HREE K EY E LEMENTS 3 E XPAND Y OUR D EFINITION OF S ERVICE 3 W HO ARE Y OUR C USTOMERS ? 3 D EVELOP A C USTOMER F RIENDLY A PPROACH 4 W HAT C USTOMER S ERVICE M EANS 4 C USTOMER S ERVICE Q UALITIES 5 P ROFESSIONAL Q UALITIES IN C USTOMER S ERVICE 5 G OOD I NFORMATION IS O FTEN G OOD S ERVICE 6 SIMPLE ACTIONS HUGE RETURNS 7 C ONVERSATIONS O VER THE T ELEPHONE 8 I T S N OT W HAT Y OU S AY I T S H OW Y OU S AY I T 8 T ELEPHONE E TIQUETTE 8 A NSWERING THE T ELEPHONE 8 T ROUBLESHOOTING 9 R ESPOND TO YOUR BUSINESS EMAIL QUICKLY ! 10 S O WHAT IS PROMPT ANSWERING YOUR BUSINESS EMAIL ? 10 F IRST I MPRESSIONS Y OU O NLY G ET O NE 10 M AKING A G OOD F IRST I MPRESSION 10 T EN M AJOR D O S AND D ON TS OF C USTOMER S ERVICE 11 H ELPFUL R EMINDERS FOR P OLITE AND F RIENDLY R ESPONSES 13 PRACTICE WHAT YOU PREACH DEALING WITH THE CUSTOMER 14 C OMMUNICATING WITH THE U NSATISFIED C USTOMER 14 S OLVING THE C USTOMER S P ROBLEMS 15 F OLLOW -U P WITH THE C USTOMER 15 I T PAYS TO PLEASE 15 I NITIATIVE 16 C USTOMER SERVICE TRAITS TO COPY 16 B ENEFITS OF GOOD CUSTOMER SERVICE 16 WHAT DO IFTA CUSTOMERS THINK AT THE MOMENT? 17 IMPROVING THE CUSTOMER SERVICE THAT IFTA PROVIDES 27 P ACKING SPECIMENS 27 P ACKING BUTTERFLIES 27 P ACKING BEETLES 27 P ACKING AN ORDER FOR A CUSTOMER 28 CITES 29 3 Customer Service Basics Introduction to Customer Service There is only one boss and whether a person shines shoes for a living or heads up the biggest corporation in the world the boss remains the same. It is the customer! The customer is the person who pays everyones salary and who decides whether a business is going to succeed or fail. In fact the customer can fire everybody in the company from the chairman (CEO) on down and he can do it simply by spending his money somewhere else. Litera ...
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