知识产权课件.ppt

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1、I watchDont make promises unless you will keep them. Check customer service delivery Deal with complaints with patient Listen to your customers.Know your product Instant feedback Make full preparation before dealing with your customers Make realistic customer service promises to your customers Ensur

2、e that your promises balance the needs of your customers and your organization Keep your promises to your customers Inform your customers if you cannot keep your promises due to unforeseen circumstances keep your knowledge of your organizations services or products up to date Ensure that the area yo

3、u work in is tidy, safe and organized efficiently Prepare and arrange everything you need to deal with your customers before your shift or period of work commences Check that the service you have given meets your customers needs and expectations Identify when you could have given better service to y

4、our customers and how your service could have been improved Share information with colleagues and service partners to maintain and improve your standards of service delivery. No one likes hearing complaints, and many of us have developed a reflex shrug, saying, You cant please all the people all the

5、 time. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service. Is there anything more exasperating than telling someone what you want or what your problem is and then

6、discovering that that person hasnt been paying attention and needs to have it explained again? From a customers point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting

7、how to solve the problem. Know what products/service you are offering back to front. In other words, be an information expert. It is okay to say I dont know, but it should always be followed up by but let me find out or possibly but my friend knows! Whatever the situation may be, make sure that you

8、dont leave your customer with an unanswered question. Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UKs leading travel companies, has invited passengers to send text messages whilst riding the bus. This has been shown to be useful, as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.