Professional Documents
Culture Documents
Customer Service
Customer Service
Service
n part by the Workforce Dev pment Agency te of Mich n, Michig Works!, th ugh your lo Workforce Dev ent Board and Muskego ard
of Commissioners. Au aids and servi are availabl pon reque to individu with disab s EEO/ADA/Em r/Programs - TTY# - 711.
In today’s competitive business world, it’s sometimes
all too easy for companies to get caught up in endless
examinations of ways to increase productivity, boost
sales, and streamline for maximum efficiency.
…Sometimes this focus takes away from a focus on
good customer service, and good customer service will
always be the backbone of any business that works
with people—which means all businesses!
“… the ability of an organization to constantly andconsistently
exceed the customer's expectations.”
by ACA Group
Active listening
Positive responses
Empathy
Communication
Better Phrasing
2. “Let’s see what we can do.”
3. “The next time that happens, here’s
what we can do…”
4. “It may take me a few minutes to find
out. Are you able to wait while Icheck?”
5. “While we may not be able to do that,
here’s what we can do…”
Four common traits of great Customer Service providers:
Empathy
Customers need Responsiveness
someone who can relate Customers don’t want
to their problems and to be treated like an
show real interest in interruption. They
helping them. want attention, action,
and to feel important,
no matter how much
Motivation they spend.
You need a strong
desire to succeed. This
gives you a better Assurance
chance at employment Customers want to feel
and promotion. that their needs will be
met and promises will
be kept.
Handling an angry customer
1. Keep calm
2. Listen carefully to the complaint
3. Repeat the complaint back to make sure you
understand the problem
4. Apologize that it happened
5. Acknowledge the customer’s feelings
6. Explain what action you will take to correct
the problem
7. Thank the customer for bringing the problem
to your attention
…it’s an
Attitude!