© 2011 South-Western | Cengage Learning

GOALS

LESSON 1.2

THE CUSTOMER’S VIEW

Explain the importance of individual effort in serving customers

Describe the effects of customer complaints

SLIDE 2© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

1.2

Each Employee Is the CompanyIndividual effortCompany liaisonAttitudeThe customer’s perspective

SLIDE 3© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

1.2

Individual EffortTreat customers well.Never judge customers.View all customer contacts as ways to

build and nurture relationships.

SLIDE 4© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

1.2

Company LiaisonCompany to customer

Show customers how products and services meet their needs.

Offer fast, acceptable solutions to problems.Customer to company

Relay customer requests, comments, and complaints.

SLIDE 5© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

1.2

Attitude Is ImportantGreet every customer with a positive,

helpful attitude.Offer the best possible service.Let customers know that their business is

valued.Actively seek customer feedback about

your service.

SLIDE 6© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

1.2

The Customer’s PerspectiveView the company through customers’ eyes to

identify needed improvements.Ask the following questions:

How do customers view the products and services of your company?

Do they receive what they need and want?Is the appearance of the store or office appropriate?Is the website user friendly?Is the staff friendly and helpful?

SLIDE 7© 2011 South-Western | Cengage Learning

CUSTOMER SERVICE, 2e LESSON

1.2Negative and Positive ExperiencesJaguar case studyChildren speak upNegative feedback can be your friend.What about positive comments?