Business and Marketing Education

C USTOMER S ERVICE

Standard 1 Identify and explain the importance of a customer profile – Determines the target market, where to spend advertising dollars, common key factors of a company’s customers, etc. x Create a customer profile using market segmentation. x Geographic x Behavioral x Compare customer expectations based on the market segmentation. x Identify and explain how a customer profile can help obtain new customers or retain existing customer. STRAND 3 Students will discover & develop critical aptitudes and “soft skills” in customer service. Standard 1 Identify traits and develop communication skills necessary to provide exceptional customer service. x Follow directions from management and provided training experience. x Show the ability to communicate clearly x Ask meaningful questions x Explain relevant company policies x Use appropriate customer-centered vocabulary x Focus on solutions x Step by step instructions if a customer-involved solution is required Compare listening types. x Demographic x Psychographic

x Active Listening x Passive Listening

x Identify different forms of communication x Verbal x Voice inflection

x Appropriate word choice (i.e. avoiding slang, jargon, non- positive words such as can't, won't, wouldn't, no)

x Non-Verbal

x Eye Contact x Body Language x Facial Expressions x Posture x Gestures

3 | P a g e

J u l y 2 0 1 8

171