Oral Presentation - I. I ntroduction • The Importance of...

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Unformatted text preview: I. I ntroduction • The Importance of Customer Service • What is a “customer”? I I. Development A. Identifying customers’ needs • Using communication skills to identify and clarify customer needs • Assessing urgency • Providing information on available choices and helping customers choose • Understanding your limits and seeking assistance B. Delivering customer service • Providing prompt service • Creating rapport • Dealing politely and sympathetically with customer complaints • Customers with special needs • Identifying opportunities to promote the business and its products C. Monitoring and reporting on service delivery • Reviewing customer satisfaction using verifiable evidence • Identifying and pursuing improvements in customer service • Seeking customer feedback • Using customer feedback to make decisions about changes • Reporting on customer service and making recommendations I I I. Conclusion • Good customer service brings a lot of benefits to company • Continual customer service training program to increase prestige of the company. To: From: Subject: Travel Request Date: 6 June 1990 Thank you for your interest in new, emerging online technologies. The travel committee reviewed your request to attend the Syllabus Conference in Santa Clara, California in July. The university increased its travel budget this year by $5,000. However, with the increase in requests we’ve received and because we are close to the end of a fiscal year, we have used all our travel funds for the year. As much as we would like to fund your request, we just do not have the money to do so. Remember, though, that if you have departmental funds available, you may use those. You may also want to check to see if any divisional monies are still available. I do hope you will be able to attend the conference. Please contact me if you need help finding another source of funding. To: Jane Doe From: Subject: Date: Thank you for your interest in graduate study at Colorado State University. You have been admitted to our Cognitive Psychology Program beginning with the fall semester of 2000. The Psychology Department will provide full financial support, including 20 hours a week as a teaching assistant. This assistantship carries a stipend of $1045 per month, as well as a non-resident tuition waiver. As long as satisfactory academic progress is made, this assistantship will continue throughout your graduate career at CSU. The enclosed brochure provides a detailed description of the Cognitive Psychology Program, including the program of study, degree requirements, mentorship program, faculty research interests, and laboratory facilities. We hope you will join us this Fall. Your undergraduate record, interests, and experience indicate that you will gain much new and exciting knowledge at CSU....
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This note was uploaded on 06/15/2011 for the course GM545 GM545 taught by Professor Franklin during the Spring '10 term at Keller Graduate School of Management.

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Oral Presentation - I. I ntroduction • The Importance of...

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