Customer Service Summaries
1. Who are external customers?: People or companies outside the organization to whom products or services are
provided
2. Who are internal customers?: People inside the organization to whom products or services are provided
3. What is a customer contact?: Any meeting or communication you have with a customer
4. Accessibility: The ease with which customers can contact you
5. Enunciation: The way you say each part of the word
6. Screening Calls: Who is calling and what is their reason for calling
7. G: Greet the customer
8. U: Understand the customers' needs
9. E: Educate the customer
10.S: Suggest needed items
11.T: Thank the customer
12.3 Types of Greetings: Social Animal
focused
Product focused
13.Greet customers within: 30 seconds
14.Other ways to communicate: Eye contact Expressions
Friendliness Body
Language
15.To understand a customer's needs, you need to: Listen Ask Questions
16.When a customer feels welcome they will: Return
17.Two ways you can apply for a job: Online In Person
18.Close Ended Question: Questions often answered with "yes" or "no" or short response
19.Open Ended Question: Question allows uncovering more information about the customer's needs
20.Feature: A factual statement about the product or service being promoted
21.Benefits: A product or service's customer oriented strength
22.Social: A greeting where you are friendly and outgoing
23.Product Focused: A greeting focused around an item they may be shopping for
24.Punctual: A quality that means you are on time
25.Product Suggestions: Used to help narrow down the numerous options avail- able to the customer
26.Resume: Highlights your experience
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1. Who are external customers?: People or companies outside the organization to whom products or services are
provided
2. Who are internal customers?: People inside the organization to whom products or services are provided
3. What is a customer contact?: Any meeting or communication you have with a customer
4. Accessibility: The ease with which customers can contact you
5. Enunciation: The way you say each part of the word
6. Screening Calls: Who is calling and what is their reason for calling
7. G: Greet the customer
8. U: Understand the customers' needs
9. E: Educate the customer
10.S: Suggest needed items
11.T: Thank the customer
12.3 Types of Greetings: Social Animal
focused
Product focused
13.Greet customers within: 30 seconds
14.Other ways to communicate: Eye contact Expressions
Friendliness Body
Language
15.To understand a customer's needs, you need to: Listen Ask Questions
16.When a customer feels welcome they will: Return
17.Two ways you can apply for a job: Online In Person
18.Close Ended Question: Questions often answered with "yes" or "no" or short response
19.Open Ended Question: Question allows uncovering more information about the customer's needs
20.Feature: A factual statement about the product or service being promoted
21.Benefits: A product or service's customer oriented strength
22.Social: A greeting where you are friendly and outgoing
23.Product Focused: A greeting focused around an item they may be shopping for
24.Punctual: A quality that means you are on time
25.Product Suggestions: Used to help narrow down the numerous options avail- able to the customer
26.Resume: Highlights your experience
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