Business English:Customer Service

Customer service is the lifeblood of every company and service provider in today's business.
How the customer perceives you and your business is very important.  First impressions count.

Key Terms

Customer
Service
product
service agreement
complaint
problems
refund
advance payment
personnel
success
failure
factors beyond your control
respect
competitive wages


Questions
Define for your company what is good customer service.
Does your company have a training program for customer service employees?
What happens in your company when you receive a customer's complaint?
How do you boost employee moral? Do you hold staff meetings with your customer service personnel? Why or why not?
How do you motivate your customer service personnel to do a good job?




Case Study
You are setting up a new customer service department in your company.
List the steps that you will take to insure good customer service.
How do you follow up with the customers? How do you find out if they are happy with the service?
What can you do to change if the customers are not happy with the service?