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It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.  \nLiterally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.”  \nSam M. Walton, CEO Wal-Mart  \nCredo from Sam Walton the owner and CEO of Wal-Mart – an international chain of department stores and the most successful company in retailing in the world.  \nCustomer Service in the 21st Century  \nAsk any CEO of a company, president of a bank, manager of an office, minister or staff person and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in customer service.  \n“It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc...,” often prove to be mere epitaphs. Unfortunately, these same “customer friendly”executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are unjustified andoverblown.  \nThe Three Key Elements  \nExpand Your Definition of Service  \nHow you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer service.“Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction – not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer.  \nWho are Your Customers?  \nCustomers, buyers and clients want to pay a fair price for quality service or products, and feel satisfied they have paid for a service/product and received what they have paid for in return. They also want someone to take care of them. They need someone to understand their needs and help answer","cbCaib3uE1pMMIVE","https://ap.wps.com/l/cbCaib3uE1pMMIVE","pdf",213558,"English","# INTRODUCTION TO CUSTOMER SERVICE\n# CUSTOMER SERVICE IN THE 21ST CENTURY\n# THE THREE KEY ELEMENTS\n## Expand Your Definition of Service\n## Who are Your Customers?\n## Develop a Customer Friendly Approach\n# WHAT CUSTOMER SERVICE MEANS\n# CUSTOMER SERVICE QUALITIES\n# PROFESSIONAL QUALITIES IN CUSTOMER SERVICE\n# GOOD INFORMATION IS OFTEN GOOD SERVICE\n# SIMPLE ACTIONS HUGE RETURNS\n# CONVERSATIONS OVER THE TELEPHONE\n## IT’SNOT WHAT YOU SAY, IT’S HOW YOU SAY IT\n## TELEPHONE ETIQUETTE\n## ANSWERING THE TELEPHONE\n# TROUBLESHOOTING\n# RESPOND TO YOUR BUSINESS EMAIL QUICKLY!\n## SO WHAT IS PROMPT ANSWERING YOUR BUSINESS EMAIL?\n# FIRST IMPRESSIONS – YOU ONLY GET ONE\n## MAKING A GOOD FIRST IMPRESSION\n# TEN MAJOR DO’S AND DON’TS OF CUSTOMER SERVICE\n# HELPFUL REMINDERS FOR POLITE AND FRIENDLY RESPONSES\n# PRACTICE WHAT YOU PREACH – DEALING WITH THE CUSTOMER\n## COMMUNICATING WITH THE UNSATISFIED CUSTOMER\n## SOLVING THE CUSTOMER’S PROBLEMS\n## FOLLOW-UP WITH THE CUSTOMER\n# BENEFITS OF GOOD CUSTOMER SERVICE\n# IMPROVING THE CUSTOMER SERVICE THAT IFTA PROVIDES","[{\"question\":\"Why is customer service considered critical to business success in the manual?\",\"answer\":\"The manual emphasizes that the customer is the key driver of whether a business succeeds or fails. Everything done in service delivery is directed toward pleasing the customer.\"},{\"question\":\"How should staff expand their definition of service?\",\"answer\":\"Service should offer more than exchanging money for a product or an action. It should provide satisfaction so customers leave pleased—both content and genuinely happy.\"},{\"question\":\"What approach does the manual recommend for handling unsatisfied customers?\",\"answer\":\"It advises communicating with the unsatisfied customer, solving the customer’s problems, and following up. The goal is to respond effectively rather than ignore complaints or dismiss them as unjustified.\"}]","Customer Service Training Manual - IFTA Staff Training Part One - 11-12th October 2006 | PDF",76]