Business and Marketing Education

C USTOMER S ERVICE

x Touching/Physical Contact x Eating/Chewing gum x Sighing x Slow Movement (Dilly-Dallying)

x Identify soft skills used in customer service. x Demonstrate professionalism (dressing appropriately for the industry, speaking clearly with appropriate word choice, showing appropriate respect to your customer, etc.) x Effective interactions (not allowing emotions to escalate, keeping tangents at bay, conversations moving toward resolution, speaking to your audience vs talking up or down to them, reading your customer, respecting your customer's pace [not too fast or too slow]) x Identify some components of customer service to establish customer rapport (opening, discovery, resolution, ownership, etc.). x Opening x Greet customer (Smile: in person or on phone) x Discovery x Active listening x Questioning x Resolution x Clarify

x Paraphrase x Summarize

x Ownership

x Employee Empowerment (clearly defining what the employee is allowed and limited to do in resolving issues) x Taking ownership of resolving issues and assuring that employees work towards resolution in terms of every reasonable request.

x Customer service representatives should always: x Be courteous x Be responsive in a timely manner

x Reflect company values and goals (acting professional on and off the clock) x Be an advocate for company products and services x Be honest with customers x Show Empathy

x Ways of Showing Empathy

x Show humanity and respect to every customer x Give your customer your full attention

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