Customer Service 101

Creating the right customer service image.

“Service” simply means ”work done for another.“

What is Customer Service? At it’s essence, it is assisting customers with your company’s services and/or products. This can be simply explaining product features, assisting by troubleshooting problems, or it may be finding the person in your company best suited to answering the needs of the customer.

We transition from customer to service provider numerous times every day.  That’s a great chance to learn about how you want to provide service to your customers (internal and external).  Ask yourself what you like/don’t like about some of your service providers’ qualities.  Doing this will help you define how you provide service to others.

How YOU Can Create a Service Image

The following will help to create a positive service image

• Be friendly / Interact

• GREET people
• Make eye contact
• Use a positive, courteous, helpful tone and actions
• Be honest
• Care
• Listen

• Respond effectively
• Resolve complaints
• Don’t blame or make excuses
• Don’t give information that could damage the company’s reputation.

We will leave you with a simple thought:

Remember:  the A*B*Cs of Customer Service:

1. Attitude
2. Behavior
3. Communication

Maintain a positive service image. Be the service agent that you would like to work with.

This information is from the Improving Customer Service class. If you’re looking for ways to improve your communication skills, register for one of our public classes.

Other Customer Service 101 Resources:

What is Customer Service? Definition, Importance, & Tips! – by ZenDesk

The Principles of Good Customer Service – by Queensland Government

7 of the Most Important Characteristics of Great Customer Service

Photo by Andrea Piacquadio