1.2 THE CUSTOMER

SERVICE STAR

Standard 1.2

Components of Customer Service

THE COMPONENTS OF GREAT SERVICE

Successful companies teach great service

Successful companies know their target

Successful companies hire and reward great service personnel

Successful companies communicate effectively

Successful companies measure service

THE COMPONENTS OF CUSTOMER SERVICE

For this course (and many companies) there are five specific components in customer service

These components work together to form the company’s Service Policies and Guidelines

These guide customer service representatives in working with customers and in meeting the wants and needs of the customer

These help to generate sales and return customers

THE CUSTOMER SERVICE STAR

The STAR

is a method to organize customer service components and focus training on the customer

S - ServiceThis point’s focus:

Customer Service roles & jobs

Creating a Win-Win situation

Customers Service Training

Creating a Customer Service Environment

This point’s focus:Knowing your target market

Creating a customer profile

Understanding satisfaction & dissatisfaction

Understanding customer service expectations

T - Target

A - AptitudesThis point’s focus:

Customer Service Personnel Aptitudes Personality Hiring

Developing Soft Skills Opening Discovery Resolution Ownership “Always”

Active Listening & Writing Skill Development

R - ResourcesThis point’s focus:

Customer Service Experiences

Resources to provide service In-Person o e-Mail Phone o Web o History &

Retention SMS o Secret Shopper o Social Media

Measuring Service Components

Confidentiality & Liability

S - SatisfactionThis point’s focus:

Customer Service Costs

Evaluation & Satisfaction Measures

Word of Mouth & Customer Retention

Customer Service Improvement Methods Loyalty Programs o Memberships o “Miles”

BUSINESS PLANNING & OPERATIONS

CUSTOMER SERVICE PROJECT

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