Week 4 - Customer Service
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Last updated 8:45 PM on 3/16/23
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23 Terms
1
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Customer Service
is the support you offer your customers — both before and after
they buy and use your products or services — that helps them have an easy and enjoyable experience with you.
they buy and use your products or services — that helps them have an easy and enjoyable experience with you.
2
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Customer Service
Offering amazing ______ s important if you want to retain customers and grow your business.
3
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Train your Staff
**8 Rules for Good Customer Service**
1. TYS
1. TYS
4
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Don’t make promises you can’t keep
**8 Rules for Good Customer Service**
2. DMPYCK
2. DMPYCK
5
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Be Helpful
**8 Rules for Good Customer Service**
3. BH
3. BH
6
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Address Complaints
**8 Rules for Good Customer Service**
4. AC
4. AC
7
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Answer your Phone
**8 Rules for Good Customer Service**
5. AYP
5. AYP
8
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Listen
**8 Rules for Good Customer Service**
6. L
6. L
9
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Throw in something Extra
**8 Rules for Good Customer Service**
7. TisE
7. TisE
10
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Take the extra Step
**8 Rules for Good Customer Service**
8. TteS
8. TteS
11
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73%
**What customers expect inside the business**
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**EASY** access to customer service
\
**EASY** access to customer service
12
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69%
**What customers expect inside the business**
\
**FASTER** access to customer service
\
**FASTER** access to customer service
13
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50%
**What customers expect inside the business**
\
**SUPPORTIVE** customer service interactions
\
**SUPPORTIVE** customer service interactions
14
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46%
**What customers expect inside the business**
\
**HUMAN** BPO for customer service
\
**HUMAN** BPO for customer service
15
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38%
**What customers expect inside the business**
\
**CLEAR WEBSITE** for customer service
\
**CLEAR WEBSITE** for customer service
16
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months
“It takes ________ to find a customer. . . seconds to lose one.”
* Vince Lombardi
* Vince Lombardi
17
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seconds
“It takes months to find a customer. . . ______ to lose one.”
* Vince Lombardi
* Vince Lombardi
18
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Vince Lombardi
“It takes months to find a customer. . . seconds to lose one.”
* __________
* __________
19
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Be Friendly
**How to Provide Excellent Customer Service**
1. BF
1. BF
20
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Say Thank You
**How to Provide Excellent Customer Service**
2. STY
2. STY
21
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Listen
**How to Provide Excellent Customer Service**
3. L
3. L
22
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Train your Staff
**5 Ways to Provide Excellent Customer Service**
4. TyS
4. TyS
23
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Ask for Feedback
**How to Provide Excellent Customer Service**
5. AfF
5. AfF