Objectives for Providing Good Customer Service

Series Summary

Rude clerks are everywhere, from the mall to the supermarket to the convenience store just down the street. One bad encounter with them can ruin your day and sour your attitude toward humanity in general. On the other hand, these same business may also have pleasant and courteous clerks, ones which make shopping a joy and put a smile on your face as you leave the store. Of course, if your shopping experience is a pleasant one, you will very likely be encouraged to spend more money, or least come back to that store again. Clerks and sales people are the human face of a business, and their proper training and attitude is crucial to a successful operation.

In this series of employee training videos, our business management expert will tell you why good customer service is crucial to the success of you business, and then tell you what you can do to make your own employees as effective as possible in dealing with the public. First, you need to convince your workers to forget their own bad experiences with clerks and sales people, and thereby build a positive attitude from scratch with regards to the quality of service they provide. Learn how to set expectations for your workers and give them an overview of the basics, such as properly greeting customers and telling them “thank you” when they leave. This video series also provides advice for avoiding distractions during the selling process and other tips for maintaining a professional attitude on the job.

Video Transcript

"Welcome! This section is called providing good customer service. I'm Pam Unruh on behalf of expertvillage.com. Why is customer service important? If you think about the cost of customer service, it really does cost more to bring in a new customer than it does to keep an old one. With each customer that you have and you maintain in your business, you are also continuing to get the value from that customer, repeat business and word of mouth. It is also very important. These are the objectives that we are going to talk about throughout these series and these are all the objectives that by the time we are finished, you will be able to go back over these and use these tools to provide great customer service for yourself. Basics of customer service form the foundation that everything you do for your customer will be based upon. So we will discuss those at length. We are also going to identify the different types of customer service. There are different ways or by a different media that you will be dealing with your customer and we will discuss those at length too. You are also going to develop a familiarity with the a, b, c's and with the 1, 2, 3's of customer service. You can think of these as two different types of models that you can use in order to provide great customer service for your customer's. We are also going to identify methods of working with tough customer's. It's just the reality of the business but they don't have to completely ruin your day. The last thing we are going to consider what rewarding great customer service can do not only for you but also for your customer's. "