Basics of Customer Service

The information in this training module is from three resources from About.com.  The author of each these links (articles) is Susan Ward.  If you would like more information about Customer Service, please go to About.com and explore several other articles on this topic.

Successful completion of this Programmed Learning Packet will provide you with 30 minutes of training.  


Objectives:

1.

Participant will have a real or working definition of the term "customer service".
  2. Participants will be able to identify at least 5 behaviors that could be called relationship building skills that are recommended in these reading.
  3. Participant will be able to list at least three behaviors that should be consistent and observable by all "customers" at any time.


Unfortunately About.com did not give us permission to use their online articles in the manner we usually edit this type of information for one of our online training modules.  However, this does not prevent us from using their articles, but does make the process slightly more cumbersome.  All of the information in these three articles is presented by Susan Ward, and you should find them practical.

Please click on and read the following three links and use this information to answer the questions that follow.

Link one ... provides a working definition of "customer service".

Link One - Definition

Link two ... "8 Rules For Good Customer Service".  This article was written for businesses, but it takes very little tweaking for these "Rules" to fit a non-profit educational setting such as ours.

 

Link Two - 8 Rules for Good Customer Service
 

Link three ... "Tips for Better Customer Service: How to Help a Customer".  This article was also written for businesses, but it takes very little tweaking for these "Rules" to fit a non-profit educational setting such as ours.  There is some overlap between this article and "8 Rules For Good Customer Service."

 

Link Three - Tips for Better Customer Service: How to Help a Customer
 

 


Test Questions:

1. According to this information the essence of customer service would be
  a. forming a relationship with the customer.
  b. making sure you always say the right things.
  c. letting the customer know how much they are getting a no cost to them.
  d. making sure you treat all customers the same.
       
2. Offering a suggestion about how to solve a problem could be an example of
  a. taking charge of the situation.
  b. keeping your promises.
  c. throw in something extra.
  d. listening.
       
3.  Developing a system that would have staff always available when a customer first enters your property would be an example of
  a. greeting customers in a friendly but appropriate manner.
  b. being available in a timely manner.
  c. solving a customer's problem.
  d. being courteous and respectful in your interactions.
       
4.  True  False You will be judged more by what you say than what you do.
       
5.  True  False When a customer has a complaint we must give the person our full attention.
       
6.  True  False A customer in our centers would include only those that we know and work with on a regular basis.
       
7.  True  False It is always appropriate when we have finished a discussion with a customer to ask if they have any other questions, or to ask if there is anything else you could do the assist them.

 


After completing this instrument, provide your Staff ID number, click you work "content area" and "job location". Forward to the Training Department. Your name is verification that you have read and understood the content of this module and have completed this learning program in good faith, and are willing to practice the principles outlined.

First Name             Last Name           HSGD Staff ID#        
Your Content Area                Job Location    
 

Basics of Customer Service

    

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