Customer service at a glance

What is Customer Service?
Customer service is the service provided to customers before, during and after purchasing and using of goods and services.

Good customer service provides an experience that meets customer expectations.

Customer service is the way we handle and manage the customers who come to organizations to obtain a service or buy a product.

Moment of Truth

When customers first meet us they immediately form opinions about us and our organization.

Those impressions include character, efficiency, and friendliness.

They will decide in seven (7) seconds whether they;

  1. Like you
  2. Dislike you
  3. Are indifferent

Their decision will largely determine the satisfaction of their experience (and yours).

What the customers observe when they walk into our organizations:

  1. Cleanliness
  2. Warmth (engaging)
  3. Credibility/realistic/convincing/trustworthy
  4. Knowledgeable
  5. Responsiveness
  6. Friendliness

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