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    Customer Service Basics

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    Oluchi
    The document outlines the 7 core components of customer service according to ISEKO: 1) sight and appearance, 2) speaking and communication, 3) SOPs and exceptions to SOPs, 4) service recovery, 5) being set ready, 6) speed, and 7) sell-ability. Each component is then further defined with relevant sub-points such as dressing professionally, using scripts and policies consistently, having forms and checklists ready, resolving complaints, and understanding the product or service.

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    Customer Service Basics

    Uploaded by

    Oluchi
    49 views9 pages
    The document outlines the 7 core components of customer service according to ISEKO: 1) sight and appearance, 2) speaking and communication, 3) SOPs and exceptions to SOPs, 4) service recovery, 5) being set ready, 6) speed, and 7) sell-ability. Each component is then further defined with relevant sub-points such as dressing professionally, using scripts and policies consistently, having forms and checklists ready, resolving complaints, and understanding the product or service.

    Original Description:

    Customer Service Basics as relates to service industry- Dr. Iseko

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    The document outlines the 7 core components of customer service according to ISEKO: 1) sight and appearance, 2) speaking and communication, 3) SOPs and exceptions to SOPs, 4) service recovery, 5) being set ready, 6) speed, and 7) sell-ability. Each component is then further defined with relevant sub-points such as dressing professionally, using scripts and policies consistently, having forms and checklists ready, resolving complaints, and understanding the product or service.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    49 views9 pages

    Customer Service Basics

    Uploaded by

    Oluchi
    The document outlines the 7 core components of customer service according to ISEKO: 1) sight and appearance, 2) speaking and communication, 3) SOPs and exceptions to SOPs, 4) service recovery, 5) being set ready, 6) speed, and 7) sell-ability. Each component is then further defined with relevant sub-points such as dressing professionally, using scripts and policies consistently, having forms and checklists ready, resolving complaints, and understanding the product or service.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 9

    IMPLEMENTATION BASICS

    CUSTOMER SERVICE
    CUSTOMER SERVICE MANAGEMENT

    CORE COMPONENTS OF CUSTOMER SERVICE- ISEKO’S 7S’


    1. Sight & Appearance: Dressing, 3. SOPs & Exceptions to SOPs
    Confidence, Organization & Smile
    4. Service Recovery
    2. Speaking (communication)
    5. Set Ready with needed Forms,
    ① Scripts Pens, checklists, flyers and cards

    ② Consistency 6. Speed

    ③ Information 7. Selling

    ④ Please and Thank you ① Product/Service


    Understanding
    ⑤ Question like instructions
    ② Likability
    ⑥ Published policy
    ③ Skill
    ⑦ Intra and Inter- personal
    CUSTOMER SERVICE MANAGEMENT

    1. SIGHT & APPEARANCE


    ▸ Dressing

    ▸ Confidence

    ▸ Smile

    ▸ Attitude

    ▸ Organization
    CUSTOMER SERVICE MANAGEMENT

    2. SPEECH AND COMMUNICATION


    1. Scripts

    2. Consistency

    3. Information

    4. Please and Thank you

    5. Question like instructions

    6. Published policy

    7. Intra and Inter- personally


    PROCESS
    PROCEDURE
    SEQUENCE
    OUTCOMES

    MUST BE
    ‣ TAUGHT, WRITTEN, TESTED,
    MONITORED, HAVE
    PENALTIES, IMPROVED UPON

    3. SOPS AND SOPS FOR THE


    EXCEPTIONS

    CUSTOMER SERVICE MANAGEMENT


    CUSTOMER SERVICE MANAGEMENT

    4. SERVICE RECOVERY
    ▸ Making amends for errors,
    negative outcomes, or
    dissatisfaction

    ▸ Difficult patients

    ▸ Conflict Resolution

    ▸ Complaint management

    ▸ Restitution
    CUSTOMER SERVICE MANAGEMENT

    5. SET READY
    ▸ Forms

    ▸ Pens

    ▸ Checklists

    ▸ Flyers

    ▸ Cards
    6. SPEED
    TIME MATTERS

    CUSTOMER SERVICE MANAGEMENT


    CUSTOMER SERVICE MANAGEMENT

    7. SELL-ABILITY
    ▸ Likable

    ▸ Skill

    ▸ Understanding of the Product/


    Service

    ▸ Add-on Sales

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