Effective customer service

Customer service refers to the delivery of products and services before, during and after purchase. The
is closely related to customer satisfaction and building customer relationships.

The basic rule in customer service is believing that the customer is always right (even when they are
not).

1. Always bear in mind that the first rule in customer service is: “customer is always right!”
2. If one thinks he or she is not, then rule no. 2 is: go back to rule no. 1

A customer becomes extremely satisfied when expectation are exceeded, satisfied when expectations
are met, and dissatisfied when expectations were unmet.

A complaint is a negative feedback from customers. Some customers do not verbally complain but
service providers should be sensitive to body language and non-verbal cues of customers. Still, some
customers just walk away and decides to never come back

When things do not go as planned and customers began to complain, bear in mind that customer
feedback is good for the business.

Dissatisfied customers who complain can be converted into repeat and loyal customers if their concerns
are addressed properly than those customers who just walk away, with no intentions of coming back.

Some service providres go the extra mile of communicating with the customers a few days after the
service has been deliverd to check on the customers satisfaction.this practice helps build a long-tern
relationship with the customers

An irate customer is someone who is angry about the products or services that he has availed of.
Remember that the customers is , do not be in a confrontational manner. You represent the company so
you need to handle the situation calmy and professionally.

1. Talk to him/her privately. Take him/her to a private area away from other customers specially
when he/she is emotionaly charged ( shouting, banging the table, pointingat the staff).
2. Listen actively. Active listening involes verbal cues such as affirming and repeating what the
customer said. You many repeat what he/she said in your words and end with “did I understand
you correctly, ma’am/sir?”
the use of non-verval cues are also very helpful in dealing with irate customers. Nodding and
leaning forward provide a positive aura that you care about what he/she is saying. Maintain eye
cintact with the customer no matter how irrational he/she may be.
3. Empathize. Showing empathy does not mean admitting that you are wrong. Empathy is putting
yourself in the situation of the other person; feeling how the customers is felling.
4. Apologize. In behalf of the company, apologize. If the complaint is baseless, apologize for
making the customer feel that way.sss