CUSTOMER SERVICE COURSE

  

The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful, and friendly environment will ensure they leave with a great impression. A happy customer will return often.


This course is broken down into 3 parts. 

  1. Video training
  2. Reading
  3. Quiz


You must score at least 60% to pass this course.

FAST FACTS

According to Salesforce research,  If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.  

According to Psychology Today Magazine,  Behavioral research demonstrates that little things make a big difference when it comes to social interaction. Data indicates  that smiling is contagious and that employees who smile more tend to have customers who are more satisfied. 

According to Harvard Business School,  new customers costs anywhere between 5 and 25 times more expensive than retaining existing customers.  

Tips To Having Good Customer Service Tip #1 Empathy

  

Tip #1 Empathy: The ability to express empathy is a crucial skill for positive customer service.  Empathy means,  the ability to understand and share the feelings of another. 


Here are some tips on how to be empathetic: 


1. Be fully present when someone is speaking to you. 


2. Smile at them. 


3. Use people's first name. 


4. Put yourself in their shoes. 


5. Acknowledge the person's feelings. 



Tip #2 Making a First Impression

This goes way beyond just following a company dress-code policy or customer service rules. It is the act of improving your own physical, mental, and emotional wellbeing. Think about it, if an employee shows up to a jobsite wearing clean clothes with a company logo, a good attitude, and a smile, it sets the tone for a great customer experience. Always show up to the property with a Central Pro Services shirt.

Tip #3 Active Listening and Communication

-If a customer is speaking to you always make sure you look them in the eyes and be attentive. Meaning, always be listening to them, and trying to figure out what the customer wants/needs are. 


- Active Listening and Communication does not mean there is a problem! It could be just a friendly conversation with you and the property manager/maintenance staff member. A friendly conversation goes a long way. 


- Communication- If you encounter a problem while at a property (Power will not work, no running water, can't get into the unit, etc.) call the maintenance staff/property manager and inform them of the issue. Once, you have informed them of the issue then call your direct supervisor and let them know what is going on. In detail, explain to the customer and your supervisor what is happening or what has happened. 

TIME TO TEST YOUR KNOWLEDGE

TAKE QUIZ

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