Customer Relations

Foster positive relationships with customers to enhance company image.

Beliefs held by employees who have a customer-service mindset• Employee shows clear, relentless, unwavering focus on the customers. • Internal customer (co-workers) satisfaction is important• Fostering positive customer interactions vs. negative• View negative customer interactions as a way to identify customer’s needs• View your work through the eyes of the customer• Define your functions with the customer in mind

Importance of exhibiting a customer-service mindset

• Customer satisfaction = Profit• Goodwill/positive feelings develop• Gathers information about customer buying decisions• Avoids loss of sales• Avoids markdowns and sales returns• Avoids delays in sales

Occasions for exhibiting customer-service mindset

When a customer is upset and angry, the employee should act quickly to correct the mistake.

Employee should demonstrate a focus of attention on the customer when there is a problem.

Beliefs held by employees who have a customer-service mindset

How does customer service relate to the Business Financial Planning ?

Service orientation

• Listening to and understanding the customer. Customer satisfaction is high priority.

Describe guidelines for exhibiting a customer-service mindset.

• Measure regularly through customer feedback• Measure internally for employee satisfaction• Customer satisfaction = employee bonuses (incentives)• Link customer satisfaction to other business goals

Different Ways employees demonstrate service orientation.• Greets the person promptly and courteously. • Pays attention to the person. • Asks questions to determine the person's needs. • Listens carefully and empathizes with the person's concerns. • Offers relevant information. • Summarizes to check for understanding. • Acts or agrees on a clear course of action.

Different Ways employees demonstrate service orientation• Tries to do better than expected. • Asks questions to check for satisfaction. • Follows through. • Thanks the individual. • Takes surveys to determine people's needs. • Is courteous to citizens, clients, patients, etc. • Does not "pass the buck.” (Play the “blame” game)

Procedures for reinforcing a service orientation through communication• Use customer surveys to pinpoint areas for improvement• Use employee surveys to pinpoint areas for improvement• Develop a follow up procedure to determine levels of customer

satisfaction after the sale

Performance Activity

• Research 5 companies that demonstrated poor customer service. Describe the customer service issues within the organization and the problems that it caused the company. Write a detail description of the changes you would make with in the companies to improve customer service

Different Ways employees demonstrate service orientation.• Tries to do better than expected. • Asks questions to check for satisfaction. • Follows through. • Thanks the individual. • Takes surveys to determine people's needs. • Is courteous to citizens, clients, patients, etc. • Does not "pass the buck.” (Play the “blame” game)