This workbook is aimed at those involved in the provision of customer service either directly or indirectly via their team. This workbook will equip individuals with the tools and knowledge to deal with customers effectively and efficiently.

This workbook is aimed at those involved in the provision of customer service either directly or indirectly via their team. This workbook will equip individuals with the tools and knowledge to deal with customers effectively and efficiently.

Customer Service – What’s covered?

The workbook covers the following topics

• What is poor customer service?
• What is good customer service?
• The benefits of providing excellent customer service
• Producing a customer charter
• The communication skills used to provide excellent customer service

Your Learning Objectives

This workbook will enable you to:

•  Define the term Customer Service
•  Recognise the benefits of improving Customer Service skills
•  Identify and know your Customer
•  Identify and develop communication skills needed for excellent Customer Service
•  Implement an excellent customer service culture

Customer Service - Introduction

We are all working in a competitive climate where costs and services are very similar. Unless of course you have a product where you have the monopoly market share, which is very rare. Customers are therefore looking for that extra “something “which is excellent customer service.

Some facts about why customers stop doing business:

• 1% die
• 3% move away
• 5% develop other contacts
• 9% leave for competitive reasons
• 14% are dissatisfied with the product
• 68% leave due to the attitude or indifference toward the customer by an employee

In this workbook we’ll look to equip you with the necessary skills to be able to provide excellent customer service.

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