This week you were tasked with reading Baby Steps pages 22-24. And part of the reading is a small case study about Sally. There are questions posed at the "put application into practice." Your discussion this week is just the answer to those questions. (See questions below) You are also tasked with responding to 1 (one) classmate this week for full credit. Please remember our rule about adding to the discussion and no one liner responses please.

Questions from PDF.

1.) How do you think Sally felt as a result of her treatment from Bob's Electronic Store?

2.) How do you think Sally felt as a result of her treatment from JB's Appliances?

3.) What made the biggest difference and why? You are free to draw from your own experiences as well here.

** Your answers needs to be at least 150 words and your response to your classmates needs to be at least a paragraph AND ADD to the conversation **

101 eb0236e9desidad deb1553003850 22 CUSTOMER SERVICE If you are not happy with the service at one business, you have options. You can TRAINING go somewhere else As a customer service employee, remember that your customers also have choices. If they are not happy with the way you treat them, they can go some where else. How you treat your customers does matter. Think again, about your own interactions as a customer. Which ones stand out in your mind? You are likely to remember service that is outstanding or awful. Mediocre service is soon forgotten. 2365981041406eb1553003850 What kind of Service Do You Give Your Customers? Ready to begin? We are going to start with the basics because THE BASICS ARETHE BASIS OF CUSTOMER SERVICE cb102650545 cbrary You begin providing customer service the moment a customer comes into your business, calls you on the telephone, or E-mails you. When customers physically walk through your door, they take a mental snapshot of you and your surround- ings. Without even thinking, they form a first impression. First impressions are also formed over the telephone and through online contact. How you speak, how well you listen, the words you choose, and how you write and respond using E-mail contribute to first impressions. If a customer's first impression is favorable, you have laid the foundation for providing great customer service, If the first impression is not favorable, you will have to dig deeper to build your foundation Being courteous promotes a positive first impression. Customers appreciate courteous treatment. As young children, we learned basic courtesies: to say please and thank you; to pay attention and not to interrupt when other people speak; to treat others with respect; to play fairly; to say I'm sorry. As adults, we sometimes forget how important these words and actions are. Courtesy words, phrases, and behaviors contain powerful messages. They show you care. Your attitude can also foster a positive first impression. BC Customers appreciate a positive attitude. A great attitude ebt2300dendadGeb15530d B Olmo eb1023659 23 TAKING BABY STEPS THE BASICS can help overcome a poor first impression. Similarly, a negative attitude can de stroy a favorable first impression. By combining a favorable first impression, courteous treatment, and a paci. tive attitude, you form the basis for a strong customer service foundation. Add effective communication skills, and you will be on your way to building long lasting relationships with your customers. Once you master these customer serv- ice basics, learn how to effectively communicate and develop skills to build strong relationships, you will confidently handle any customer in any situation. PICTURE THIS Sally drives to Bob's Electronic Store to look for a new television set. She walks in and spots two employees stocking CD son a display rack. They are laughing and joking with each other as they work. Neither looks at her. Neither asks if she needs help. She asks if they carry television sets. Without looking up, one of the employees says, "yeah, they're over there, pointing as he answers. She wanders over to the television sets. With so many new types from which to choose, she does not know what she wants. Neither of the employees asks if she needs help. She makes a mental note of the prices, leaves that store and drives to B Appliances. A friendly young man greets her at the door. He looks directly at her, smiles, and says hello. She explains that ebe2300 she is looking for a new television, but does not know specifically what she wants. He assures her he can help, walks her to that arca of the store, describes the different type sets, and takes the time to answer all her questions. She leaves the store with a new television Even though the sets are priced higher at B Appliances, Sally does not care. She likes the courteous way she is treated, so they get her business a What Went Wrong? Sully did not form a favorable first impression of the employees at Bob's Elec- tronic Store. Neither stopped what they were doing to help her. Neither were cour- teous. They could have changed her first impression, but they did not project the ebf623659d81d41dd6eb15530d3850 24 CUSTOMER SERVICE attitude that they cared about her as a customer. She did not care for the way she TRAINING was treated, so she left and did business with another store. 101 How Did the Customer Feel? How do you think Sally felt as a result of her treatment ar Bob's Electronic Store? Beb155303 How do you think Sally felt as a result of her treatment at JB Appliances? When you work with customers continuously, it is easy to begin taking them for granted. Remember what happened when Kris and her coworkers took their cus- obte2355e94e81dtomers for granted? It is crucial that you not take your customers for granted. When you do, you stop caring about how you treat them. Eventually, you may view customers as though they are intruders who take you away from your work. This is the view Bob's employees and Kris and her coworkers projected. When you do not treat your customers well, you may soon have no customers. Customers, on the other hand, have been conditioned to expect mediocre service. Customers who are given mediocre service will have mediocre attitudes about the business. When customers are valued and treated with courtesy and respect, they are more apt to do repeat business with you. Remember the im- portant lesson you learned as a child: Always treat others the way you want to be treated. Treat others well, and they will treat you well. ebt2365egdet deb 155300305