Mastering Customer Service

Customer Service in Business Management

• Customers are the key to every business and can be categorized as internal or external customers.
• Every customer has five basic needs: service, price, quality, action, and appreciation.
• Customer service is meeting the needs and expectations of customers before, during, and after purchasing a product or service.
• Excellent customer service is important for building brand loyalty and maintaining relationships with customers.
• Repeat customers spend 33% more than new customers, and it costs six times more to acquire a new customer than to keep an existing one.
• Good customer service can be provided by all employees, not just those with direct customer contact.
• Rules for good customer service include answering the phone, keeping promises, listening to customers, and dealing with complaints effectively.
• Empathetic phrases can be used to build relationships with customers.
• Different types of customers require different approaches, such as limiting time for talkative customers or confirming a plan of action with indecisive customers.
• Problem-solving is an important aspect of customer service and involves identifying and resolving customer issues.
• The problem-solving process includes defining the problem, gathering information, developing a solution, and implementing and evaluating the solution.
• Communication is crucial in customer service and includes verbal, nonverbal, written, electronic, and visual methods. It is important to avoid certain words and use others when communicating with customers.

Customer Service in Business Management

• Customers are the key to every business and can be categorized as internal or external customers.
• Every customer has five basic needs: service, price, quality, action, and appreciation.
• Customer service is meeting the needs and expectations of customers before, during, and after purchasing a product or service.
• Excellent customer service is important for building brand loyalty and maintaining relationships with customers.
• Repeat customers spend 33% more than new customers, and it costs six times more to acquire a new customer than to keep an existing one.
• Good customer service can be provided by all employees, not just those with direct customer contact.
• Rules for good customer service include answering the phone, keeping promises, listening to customers, and dealing with complaints effectively.
• Empathetic phrases can be used to build relationships with customers.
• Different types of customers require different approaches, such as limiting time for talkative customers or confirming a plan of action with indecisive customers.
• Problem-solving is an important aspect of customer service and involves identifying and resolving customer issues.
• The problem-solving process includes defining the problem, gathering information, developing a solution, and implementing and evaluating the solution.
• Communication is crucial in customer service and includes verbal, nonverbal, written, electronic, and visual methods. It is important to avoid certain words and use others when communicating with customers.