2. SUMMARY
DEFINITION OF CUSTOMER SERVICE
RULES AND TIPS FOR CUSTOMER SERVICE MANAGEMENT
TYPES OF CUSTOMERS
COMPLAINTS AND APOLOGIES
ASSESSING CUSTOMER SATISFACTION
3. 1. What is customer service: general definition
Customer service is the sum of what an organization does to meet
customer expectations and produce customer satisfaction.
your organization should have systems in place to find out what
customers expect of you and what would make them happy with the
service you are providing.
4. Because.
5. There are many models of customer service but all agree that
organizations should have clear answers to the following basic
questions:
Do customers have a clear idea of the service they can expect from
you?
Do you gather high quality information about your customers and
what they want on a regular basis?
Can you be contacted easily?
Do you have competent and well trained staff?
Do you respond quickly to queries and requests?
Have you made it easy for customers to complain and make
suggestions about the quality of your services?
Do you involve your customers in the development of products and
services?
6. Customer service can be used as a framework to look at all
aspects of your business:
Image and presentation
Promotion of services
Contact and communication with customers
Service delivery
Monitoring and improving services
Resolving customer problems
Customer relationship management
7. Key to customer service is getting all members of your
organization to embrace it through training and development, at
individual and team level. Creating a culture of customer
satisfaction starts with effective management and leadership and
having clear measures for customer satisfaction in all aspects of
the business.
This can be encouraged through:
Creating your own Customer Charter or Code of Practice
8. Benchmarking your activities against other
organizations
9. Creating and monitoring specific measures of customer
satisfaction
![CUSTOMER SERVICE1].pdf · Exhaust Manifolds, (New and reclaimed) Timing Covers, (largest single line available), Harmonic Balancers, Head Bolts, (one complete set per engine), and](https://img.pdfslide.us/doc/110x75/5e91275e5478de7ac42c4336/customer-1pdf-exhaust-manifolds-new-and-reclaimed-timing-covers-largest.jpg)
