
 Customer Service comes from two words : Customer
meaning one who buys something ; especially one who
deals regularly at given establishment .
 Service - the occupation or function of serving or the
work performed by one that serves .
 The simplest definition is being treated or its when you’re
made to feel at home . Customer service is very
subjective and exist only in the eyes of the beholder .
What Ever It is , most people will say they know it when
they see it or experience

 . They can form a collision what will
leave the customer frustrated and angry.
 . It can be a comfortable joining
together of two friends that leave the
customer satisfied and pleased

 Customer focus. Customer friendly. Customer Service . What
ever you call it , It means one thing . Your company has made
promises to its customer in the form of advertising and slogans .
Now all you have to do is keep those promises or to put it
another way to do what you say you will do
 After you marketing department brings out these slogan it is
operation that must make customer service happen . When it
doesn’t happen ,people won’t blame the slogan ,they will
blame the customer contact person and from there the
company

 Marketing and Management must be equal and share
the same vision , mission and philosophy. When
marketing has done its job and the customer uses your
product the baton is passed. The Customer has the
expectation built from marketing and has a level of
expectation that must be satisfied or the experience
will be negative one
 You do this by establishing standard for your service
personnel .Standard make for consistency for
customers . That makes customers comfortable with
your operations and that paves the ground for repeat
business. Standard have to be measurable focused on
the customer and ingrained into the employee’s job
description.

 What kinds of messages are you sending to your staff when
you close the door as a matter of course ? It send out several
messages . All bad . When the door closes ,it sends out the
clear messages that the boss is either paranoid , insecure or
just plain diculous - all negative
 The door should be closed only when there are necessity .
True privacy is necessary when it concern personnel matters
or business discussions that are indeed private . How often is
privacy truly required ? Not very often . Certainly not each
time more than one person goes into the boss office or when
the boss goes into Any office

 The Influence of culture is very important. A
closed door has a negative effect on the
morale of the office. When the morale
declines , productivity declines equally .
When you are irritated with your boss you
do not work as hard .The negative culture
breeds defensive working . The costs of a
defensive work style are employees
aggression and to make the inevitable
mistakes . The bottom Line is that the office
climate is important veness and their
willingness to take chances.

 Customer Loyalty is also very important, more so than
customer satisfaction. The result of having loyal
customers are worth any extra effort required that will
raise your customer service levels.
 Loyalty develops when customers get involved with the
company above the normal transaction. This often
takes the form of a problem that is solved in a
extraordinary way and forces the customers to
recognize the individual care. Others occur when
employees form a relationship with the customer by
providing individuals service that elevates the
transaction from impersonal to personal.

 Will continue doing business until
something better comes along, whether
location, better price or better variety
 No relationship formed
 No personal interaction
 Sees business as impersonal only doing
business with a company, not with a
person

 Forgives and Understands minor
problems.
 Not Price Sensitive.
 Will help sell the business with word of-
mouth advertising
 Will not jump at the next' pretty Face

 Employees of the service industry the servers ,
grocery clerk, taxi drivers, concierge, hair stylists,
front desk clerks, waiters and waitresses, secretaries
, receptionist-whose who earn their living by giving
customer service, one customer at a time . In the
world of the service industry each and every
customer has a face and a personality . Each
transaction is personal . Each shift exposes the
service person’s attitudes and training.

 When training has taken place, it is immediately
obvious because service appears seamless,
comfortable and without effort . When no customer
service training has occurred it is also immediately
evident by the transactions being awkward and
stained resulting in the smallest flaws magnified
and a chore to get accomplished.
 The most difficult part of training customer service
in the service industry is to get attention of the
management that customer service is the most
cost effective way to build customer loyalty.

 Everyone in the service industry have seen
customers who have been wrong, sometimes
blatantly wrong. But is really isn’t whether the
customer is right or wrong that is important. It is
attitudes and Trust towards the customers that is
important. One of the worst problems of the
service industry is a cynicism that can seep into the
attitudes of even the most dedicated people

 Because customer service does more
than simply provide a means to drives
sales. When companies have a
commitment to customer service it raises
the bar of competition. The only way
companies can effectively accomplish this
is through their employees . As the
competitive bar goes up , the quality of
employees must go up equally