Business and Marketing Education

C USTOMER S ERVICE

x Listen carefully and genuinely x Ask meaningful questions x Show sincere appreciation

x Acknowledge and follow-up with customers who are waiting x Briefly reference similar experiences when appropriate to build relationship and trust with customer

Standard 2 Explore and understand the aptitudes needed to complete the customer service process. x Customer Service employment evaluations. x Aptitude Test x Complete an aptitude test x Evaluate the results of the aptitude test x Compare aptitudes with traits necessary in a customer service role/environment for the industry. x Personality Profile x Complete a personality profile x Compare profile with traits necessary in a customer service role/environment for the industry. x Develop and demonstrate product knowledge x Assess how certain aptitudes may hinder or encourage an employee’s ability to develop a strong base of product/service knowledge. Performance Skills

x Complete and evaluate a personal aptitude assessment. x Complete and evaluate a personality style assessment.

STRAND 4 Students will understand resources used to enhance customer experiences. Standard 1 Identify reasons a company would utilize resources to enhance customer service. x Understand how and why companies track online communication.

x Identify ways a company could increase profits/sales by customers experiencing positive interaction. x Customer Loyalty

x Referrals x Goodwill x Word-of-Mouth

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