​Section 3: 5 Essential Elements of Great Customer Service

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5 Terms

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  • ​#1. BE WELCOMING, FRIENDLY & RESPECTFUL


  • ​Your first contact with the customer sets the tone for the remainder of their experience.


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  • ​#2. RESPONSIVENESS


  • ​All emails must be responded to within 24 hours, without exception!


  • ​Do not leave people waiting on the phone for long. If there is a prolonged wait, take their number and promise to call them back by a specific time.


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  • 3. ASK THE CUSTOMER QUESTIONS


  • ​You can only determine a customers' needs if you ask them questions and clarify exactly what they want.


  • ​Q. Is there anything in particular you are looking for today?


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  • ​#4. PRODUCT KNOWLEDGE


  • ​If the customer asks you questions about the product or service, you must give clear and concise answers.


  • ​Focus on how the product or service will solve the customers problems and meet their needs


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  • 5. ASK FOR FEEDBACK


  • ​The best companies send their customers a feedback survey after every purchase to help them improve.