Daily PlanIt Work Skills-Customer Service The quality of customer service is of vital importance to the success or failure of a business. And every employee has an impact on whether the customer has a positive or negative perception of the entire business. So what are the factors that make customers happy?

Customers want:     Reliability--dependable, accurate, consistent service     Responsiveness--prompt and helpful service     Assurance--knowledgeable and courteous service     Empathy--to be listened to with individual attention     Tangibles--well-groomed employees, clean and attractive facilities

Customer Service Performance Standards Establish eye contact Welcome with a smile Acknowledge waiting customers Give complete attention as soon as possible Use communication skills, observe body language Speak clearly Be polite and helpful Say thank you

Customer Complaints Listen completely before responding Restate the problem to be sure you understand Focus on finding a solution: what does the customer think is fair? Be sympathetic, patient, courteous and calm Apologize for any mistakes made Resolve the problem or find someone who can Follow through as soon as possible Thank the customer for bringing the problem to your attention