BIS258 Week 2 Assignment_Erika Igarta

BIS258 Week 2 Assignment_Erika Igarta - Introduction to...

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I n t r o d u c t i o n t o C u s t o m e r S e r v i c e | 1 Introduction to Customer Service Devry University, BUSN258 Erika Igarta Professor Blanson 11.4.2010
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2 | I n t r o d u c t i o n t o C u s t o m e r S e r v i c e Behavior is, of course, what people do. It is conveyed to others via both verbal (using words or language) and nonverbal (without words) communication. Even when no words are exchanged, personality can still communicate something. Likewise, the friendly greeter at a store or restaurant, the cheerful voice from a call center, or the associate who always has a smile and a cheerful comment communicates something as well. (Timm 2010, pg.19) The factors (patterns of behavior that project’s a company’s culture is based on the action tips that are given before we engage our behaviors through the customers: Greet customers like gusests Break the Ice Compliment Freely and Sincerely Call people by Name Talk to Customers with Your Eyes Ask Often “How Am I Doing?” Listen with More than Your Ears Say “Please,” “Thank You,” and “You’re Welcome” Reassure Customers in Their Decision to Do Business with You Smile Use Good Telephone Techniques
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This note was uploaded on 11/19/2010 for the course BIS BIS258 taught by Professor Blanson during the Spring '10 term at DeVry Fremont.

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BIS258 Week 2 Assignment_Erika Igarta - Introduction to...

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