customer service

Topics: Customer service, Customer, Service Pages: 6 (1644 words) Published: November 11, 2013

Employee Training & Development

Introduction:
This paper will focus on analysis and discussing how to deal with the impatient customer, and how training the employees to treat this kind of customer, to make this professional and effective, we will use some useful tool and way, which including training need, training design, development and implementation, also, training outcomes and needs assessment will be mention.

Customer service and good customer service:
Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Excellent customer service begins at the initial greeting, whether that's in person, on the phone, or via email. In all of these situations, using good people skills will increase the chances for a positive first impression. For example, saying hello with a smile to a customer who just walked in the door will invite that person in and make them feel welcome. On the other hand, when an employee doesn't acknowledge the client, or makes them feel like an inconvenience, that customer immediately feels slighted. That negative feeling doesn't get the customer in a buying mood, and it will most likely turn them away from ever coming back to that particular store. Why good customer service is important:

Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a commitment to a customer service this raises the bar of competition. When competition is tough, customer service can be your trump card. Excellent customer service means positive customer experiences, increased customer loyalty and ultimately, business growth. It also leads to higher levels of employee work satisfaction, improved internal dynamics and an overall healthier work environment. Wrong way to deal with the impatient customers:

Taking their attitude personally, Chances are, you aren’t the person who caused the problem. Failing to allow the customer to vent and Ignoring the emotional When a customer encounters a problem, an emotional reaction invariably occurs. The degree of this reaction, of course, depends on the nature of the problem and its implications. Focusing only on the technical, Too many IT analysts focus only on the technical nature of the problem. That is, they focus only on getting the application to work or making the network connection faster or getting the printer to print. However, while customers do want the technical problems resolved, they also want an acknowledgement that the problem did occur and that they were inconvenienced by it. If you focus only on the technical problem while failing to recognize and mention the inconvenience to your customers, chances are they’ll remain dissatisfied even after you resolve the technical problem. Telling customers to calm down, None of us would try to douse a fire by putting gasoline on it. When we tell a customer to “calm down,” though, that’s exactly what we’re doing. The customer will not calm down. In fact, the customer will angrily deny being angry and become even more angry at your suggestion. Correct ways to responds an angry Customer:

Assume that the Customer has a Right to be Angry, Nobody makes mistakes on purpose, but they do happen....
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