Providing customer service
Customer relationships
Acknowledge and recognise frequent customers by remembering names and needs, ask customers for feedback they will feel their opinion is valued
Important to make a good first impression in your approach, communication and professionalism...
As customer will form an impression of the organisation based on your performance
Impact of poor customer service
Customers go elsewhere meaning reduced profits and market share, customers won't repeat business- harder to attract new customers, customer will tell others about poor experience leading to damaged reputation
Customer expectations may be high or low...
Depending on previous experience with an organisation or its reputation.
How to treat customers
Good service- customer is reasonably satisfied with the service and may use you again, excellent service- customer is delighted and tells friends and colleagues and uses organisation again, many people will pay extra to get excellent customer service
When expectations are high....
It is important to ensure they are met by providing the best service possible
When expectations are low....
It is relatively easy to exceed them and delight a customer
Effects of body language on customer
Standing straight makes you appear confident and interested in your job, crossed arms can indicate you are defensive and convey message of being unapproachable, putting hands on hips makes you look stern and confrontational, standing close can be intrusive and forceful, drumming fingers communicates impatience, slouching and not making eye contact makes you look like you can't be bothered
Professionalism
The way you look, way you communicate, way you act, knowledge of products and services
Body language
Way you stand, gestures you make, facial expressions
Expectations are formed by...
What they hear/see, what they read and messages the organisation sends, what actually happens to them in dealings
