Throughout this training we will come back to three fundamental elements that must exist and be learned in order for good service to exists:

1. Expand your idea of service,

2. Consider or reconsider who your customers are, and

3. Develop customer friendly service techniques .

“The definition of customer service should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction – not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer.”

1. Friendliness – the most basic and associated with courtesy and politeness.

2. Fairness – the customer wants to feel they receive adequate attention and reasonable answers.

3. Control – the customer wants to feel his/her wants and input has influence on the outcome.

4. Alternatives – most customers want choice and flexibility from service. They want to know there are many avenues to satisfy them.

(Wikipedia)

Who are Your Customers?

As the old saying goes:“Find out what they (customers)

like,And how they like it,And let’ them have it,Just that Way!” (Source: Academics for Educational Development)

Service equals Money

Other types of service feedback include:· Customer focus groups· Polls· Suggestion boxes· Telephone Hotlines· Public forums· Customer evaluation forms· Customer mail/email

Always!

The free encyclopedia, http://en.wikipedia.org/wiki/Customer_service

Business Training Works, http://www.businesstrainingworks.com/Directories/customer-service.html