summary_ch06 - • smiling over the phone • planning...

Info icon This preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
Summary Client (or customer) service involves an organisation-wide policy that puts people first and does not distinguish between internal and external customers. Effective customer service balances speed and efficiency with friendly, professional, personalised attention. Every successful company should have a procedure for dealing with customer complaints which staff understand and accept, and which involves consultation with clients. When a customer approaches you with a problem, you need to stay calm and gather all the facts by using open and reflective questions. Overcome the visual barrier in telephone communication by: introducing yourself offering information to help listeners state their requests clearly
Image of page 1
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: • smiling over the phone • planning difficult calls • giving positive feedback throughout the call • confirming your understanding of the message • stating clearly what will happen as a result of the call • noting the details of the message. Businesses can improve their service to clients by encouraging feedback through a range of informal and formal sources. Clients need to feel valued by the organisation and there are many ways of promoting this, including keeping customer records updated, rewarding customer loyalty, and maintaining after-sales service. Worthwhile advertising depends on matching the type of promotion to your marketing aims, determined by your clients’ needs....
View Full Document

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern