1. The increased competition of the global economy has made

customer care one of the top priorities of many companies.

2. Successful businesses are now more customer-centric and place

a high value on their customer care professionals.

3. This module will give you an introduction to customer service and

will also focus on the foundation needed to build life-long

customer relationships through the development of positive

customer care approaches.

What Is Customer Service?

Objective 1: Describe what Customer Service is

• Developing a customer-centric mindset

• Focus on serving customers

Who Are Your Customers?

Objective 2: Identify who your customers are

• Internal Customers

• External Customers

What Does Customer Service Mean To You?

Objective 3: Describe your understanding of the importance of customer service

Are you self-focused or customer-focused?

The Self-Focus Company

Figure 1.1. The Self-Focus Company

The Customer-Focused Company

Figure 2.1. The Customers-Focus Company

Recognition for staff who finish the task

Fulfill boss’s expectation

Promoted based on time & relation

No related the transaction so no responsibilities

Recognition for staff who

fulfill customers’ need.

Leader support his staff

fulfill customers’ need

Promoted based on

performance,

knowledge, skill.

Understand internal &

external customers

Excitement is Contagious

Objective 4:

Develop a natural excitementthroughout the customer service process

• Be excited about your company • Be excited about your product • Be excited about meeting your customer's• Be excited about your customer needs via your product

MP1 - Maintain or enhance self-esteem

MP2 - Listen and respond with empathy

MP3 - Involve

MP4 - Share thoughts and feeling

MP5 - Give support and facilitate

undertaking

1. Customer Service is the process of meeting a customer’s need and expectations by providing a high level of quality service resulting in satisfied customers.

2. Customers apply to both internal and external customers. Internal customers are persons within your organization who depend upon you for your service to perform their own jobs. External customers are persons outside of your organization with a need that your company is able to fulfill.

3. We interact with customers in a variety of ways such as person-to-person, telephone, Internet, written communication and fax.

4. Customer service is essential for satisfied and loyal customers as well as employees.

5. The heart of customer service is the joy of seeing our customers satisfied.