What is customer service ? The 7 Essentials To Excellent Customer Service
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- Опубликовано: 20 май 2013
- Want access to David's New, in-depth customer service training? Visit www.purecustomerservice.com/p/... and enroll in the Pure Customer Service Training Program today!
In this RUclips Video, learn "What is customer service? The 7 Essentials To Excellent Customer Service" in this complimentary video series from business coach and consultant, David Brownlee. CEO of Pure Customer Service and founder of www.PureCustomerService.com and The Pure Customer Service Training Program, 8 Secrets To Create Raving Fan Clients. Call or email us today to find out we can help grow your business through coaching, consulting or our training programs www.PureCustomerService.com
Customer service is more than waiting on customers. It includes trying to exceed customer expectations. More common retail and customer service interview questions and sample answers are a good place to start. Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an avenue for follow up. Customer service is the provision of service to customers before, during and after a purchase. According to David Brownlee and the www.purecustomerservice.com "Customer service is a series of 7 essentials to excellent customer service. Mar 2, 2013 -- Customer service is the practice of providing customers with a positive, helpful experience. Good customer service must include 7 essentials and a great customer service training company like davidbrownlee.com. For the Institute of Customer Service "Customer service is the sum total of what an organization does to meet customer expectations and produce customer satisfaction. Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a stong customer service program, customers keep coming back. Definition of customer service: All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a customer and their overall experience with your company. Can you answer these Sales and Customer Service questions? I am handling a training session on customer service for the public works department of a city near you. The enhancement of customer service is the driving force behind the redefinition project. It is important to David Brownlee and Associates that all staff know the 7 essentials to excellent customer service. Why Is Excellent Customer Service So Rare? Five Needs of Every Customer. External and Internal Customers. Customer Attributes. Cost of Losing a Customer can be huge. A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the service industry. It covers a broad spectrum of jobs. Customer care involves putting systems in place to maximize your customers' satisfaction with your business. Sales and profitability rely on ensuring your customer loyalty. Feb 6, 2013 -- David Brownlee also blogs here. "Customer Service is about creating a relationship of trust and loyalty with customers that transcends the interaction of the company and their clients. Customer Care refers to systems in the business place that will maximize your customers' satisfaction with your business. Learn more now! (800) 299-3449. May 5, 2013 -- Customer service is helping a customer with any issues or concerns they may have on a product or anything else relating to the place at which you find yourself and your company. Jan 25, 2013 -- Many marketers are evaluating what role customer experience and customer service should have in their 2013 marketing goals. The answer is easy. www.purecustomerservice.com Mar 7, 2012 -- The ultimate guide to the question: What Is Customer Service? 19 experts from customer service, small business, and marketing share their expertise. Customer service handles company issues in stores, over the phone and even by email. Companies that produce highly technical products, such as software or hardware need to do an exceptional job. Oct 5, 2012 -- "I can't get in touch with my customer service rep is something you hear all too often. I need to talk to someone about my bill. Please call me." David Brownlee (800) 299-3449 can answer all of your customer service training questions. Some surprising studies, stories, and documentaries have come out about customer service, and they could change the way you run your business. Experts from www.purecustomerservice.com are awesome.
I've worked in customer service for many years and this is by far the best and most concise customer service training video I have ever had the pleasure of watching. Your video is direct and to the point in aiding the viewer to quickly improve customer service! Thank you and I intend to refer back to this video periodically to ensure that I'm able to apply great customer service to all of my customers.
Thank you Christy! I appreciate you. I know you left this comment a while ago, but RUclips finally made it easy to respond :) For more free training in customer service, join me here: www.rockstarcustomerservice.com
Thanks Chris! Big shout out to you and your work family at MAA. Glad you found this video helpful. Feel free to share it via facebook, twitter or email with your colleagues or anyone you think would get value out of the training. In the next few months I'll be posting more trainings for you guys.
three steps of customer service:
1) Don't tell your customer what you think of him2) No, really, don't tell your customer what you think of him
3) I am being serious, do NOT tell the customer what you really think of him
Thanks for the comment Alexis. The first day (and everyday for that matter) look to your supervisor and management for training, company rules, and guidance as to how they want you to do your job. As time goes on, you will realize if the company is in line with your personal values and on how you think you should treat customers and provide excellent customer service. Hope this helps! David
Great training. I love that it was straight to the point and didn't waste my time with self promotions for other trainings. 12 1/2 minutes of training done in 12 1/2 minutes, not 60 minutes to get to the 12 1/2 minutes. Will definitely search out more trainings by David Brownlee!
Thank you! Glad you enjoyed it. I do have some new trainings coming your way this month. Cheers - David
I feel that one of the most difficult challenges for me is the ability to project confidence that enables me to smile & relax. I want the person standing before me to feel that I do care. But sometimes, my words get jumbled that self defeats my intent. Coach David...Your video is exactly what I need. Thanks!
Hi there! That's great news. Glad to help in anyway I can. If you would like another training resource, go to RockStarCustomerService dot com for more free training and a full-length training program option as well. Best - Coach David
I'd also just recommend practicing with a friend what you want to say,, or in front of a mirror. Literally just write out word for word a couple of things you want to say and say it. This can just get you used to telling a stranger these things, just say it like it's a line in a movie. As you get more comfortable you'll be able to keep improving it, until it flows. Simply write it out and repeat it, and you'll get better in no time. Best of Luck.
Thanks! Glad you like it. Cheers
Hi, I work in customer service where in we offer tech support to our customers. This video was very knowledgeable and did gave me a best idea the way I can work... It improved my conversation over the call and to understand my customer's issue and to help them with best resolution.... I also learned to say NO without actually saying that... I would be glad to know more about avoiding negative works and replacing it with something positive.
Thanks,
Anosh
Sunny Thombre Hi Anosh. Thanks for the comment! Replacing "No" with something positive, revolves around explaining to the customer what you CAN do to help them solve their problem or issue. If you can't solve it, by stating what you can offer them changes their own focus from a negative to something positive if what you are offering is of value to them. For more information, reach out to me at RockStarCustomerService dot com and that training will go even deeper in depth. Cheers! David
Hi, I really appreciate your presentation, it gave me an in-depth of how to handle my client as Customer Service Representative. Viva to you Mr. David.
Hi David, I am completing a Certificate III in Business and this video was recommended to watch. I also work in Customer Service and I plan on making that my career. This video provides amazing information that I can relate to and use on a daily basis! Thanks heaps!
Thank you so much for the video and the detailed summary in the description box. Awesome!
"Customers need to feel important." So true. Great presentation, sir. Enjoyed it. Thank you.
+Jeffrey Staton Thank you!
Excellent presentation! I will use this for my training class. Thank you!
+Jeanne K. Hampton Your welcome! If you want an in-depth training program for your students, check out my RockStarCustomerService Training Program. Hope this helps. Cheers! rockstarcustomerservice.com/get-started/
I must be honest. I watch this video on a daily. Thanks for the vital information. This is an important part of the success for any business!
Thanks! I am glad you enjoy the video daily. I truly appreciate your comment. There are more videos to come. Visit the sites above for more in-depth training as well. Cheers - Coach David Brownlee
I'm glad I'm not the only person trying to help the customers and the businesses we work for. I'm just trying to help the customers and sell the products. I just wish my manager sees this.
Feel free to forward this video to your manager. I hope it helps. Thanks for your comments! I truly appreciate it. For more training on communication and customer service visit me at RockStarCustomerService dot com
CoachDavidBrownlee
I just want to thank this video & CoachdavidBrownlee. After watching this video a night before my interview with Duke Energy. I got the job! This video really set my confidence, how to rapport with customers on the phone. Thank you once again.
Hi David
We used your video today in our Senior Team meeting here at AJ Social Care to help us drive our customer service. Thank you for the insightful tips and advice.
Regards Andrew
Hi Andrew-Your very welcome! I am glad you and your team got value from the video. All the best to you and your team and check back for more videos.
Thank you so much! It was short but excellent .
Thanks David! Your video training is very helpful and motivating.
This is so great and appropriate for many (if not ALL) of our local businesses here in Grenada in the Caribbean.
Value for money is the source of customer disgruntlement in my neck of the woods.
Thanks for sharing your well put together video presentation on What is Customer Service.
Your very welcome Edward! Thank you for your comments. if you ever need any training in your neck of the woods I am on the next fight out there! Be well, and if you need additional, formal training, come visit me at RockStarCustomerService dot com! Cheers, David Brownlee
Hi david ! I am a supervisor with Tmobile customer care and we use a lot of the same principles you speak of, and you are spot on with everything you speak of. Great video and the enthusiasm you have for customer care is something that is greatly appreciated!
Hi Richard! Thanks for your comments. I am glad you found value in the video. Be sure to subscribe and stay tuned for more videos to come. Cheers.
Thank You! EXCELLENT TRAINING
Excellent advise. Thank you. I am seeking employment as a customer service rep!!! I feel prepared, after hearing you.
Congratulations Lela! Best of luck to you.
Hi Sir,
I am going to start my first job as a CUSTOMER SERVICE MANAGER in Australia regarding Supermarket. I have done Customer Relationship Management & Human Resources Management, this video was just like I have studied. But you teaching style is extremely professional it was very useful for me. Need more professional points to keep in mind while serving the Customers. Thanks
Thank you! It's my pleasure to serve you! If you want more training, visit me at www.PureCustomerService.com. We'll take excellent care of you. Cheers, David
I found your tips to be very educational.. smiles. thank you
This will help me out when I get back in the workforce! Thank you for the great tips!
You're very welcome! Stay tuned for more videos to come. Best of luck to you when you get back!
brilliant and Mr. Brownlee is an great communicator of concepts here
as a receptionist a love this video thank you so much for putting this on youtube
My pleasure! For more free training in customer service, join me here: www.rockstarcustomerservice.com
Super awesome video, thanks so much for this. As a current sales associate at a department store this will come in very handy.
Excellent and very helpful video. I work in customer service and wanted to update and understand some of the basics, this video was easy to follow and helpful.
Your training way is extremely perfect, it was really helpful and professional
+Mohamad Ayoub So glad you got great value from it! If you would like more training I have a program here www.rockstarcustomerservice.com. Cheers!
This is great because I work in customer service and I'm learning how to improve the experience they receive, also I will start my own bussiness in January, I really apprecciate your video, it's very helpful.
Thanks a lot Mr. David.!
Thanks David. Some solid advice I will share with my team. All the best
This is great. Thanks to Mr.David Brownlee for sharing this knowledge to us. This would help a lot of people.
Thanks Joyce! I sure hope so. My goal is to help as many folks as I possibly can. Stay tuned for more videos to come.
Hi! :) I love your video! You are amazing David, all those tips are real gold for those who looking for a better customer service.
Thanks!
Blessings!
+Cassiel Ligthman Thank you so much for your kind words! I appreciate you! If you want even deeper training, you can get my Rockstar Customer Service Training Program Here: rockstarcustomerservice.com/get-started/
I wish everyone can think like this. I really do everything in this video. This video explains customer service as simple, but some people in this world cannot grasp that.
P.S Reyna, Richard =), CVS Pharmacy, Florida
Hi Richard, you're right; not everyone grasp what excellent customer service is. I'm glad you do, and thanks for comment. Best to you in your career and stay tuned for more videos to come.
Great class!
I'm sure my student here in Brazil will enjoy what your lecture!
Thank you
Thank you Breno! For more training, visit me as www.rockstarcustomerservice.com
Just watched your video and found it really useful for students to learn from, thanks!
Excellent! You are very welcome. For more in depth training, visit me at www.rockstarcustomerservice.com Cheers, David
Excellent way of teaching, very good example!
Great video. Great voice to listen too as well. Energetic, informative and pleasurable.
Thankyou, Dave.
+David Hann Your welcome!
Great customer service training,thank you sir
Thanks David! This video helps me a lot to provide an Excellent customer service to our clients! :D
Excellent video David. You're advice is spot on!
Thanks Clinton! Glad you liked it. Stay tuned for more videos to come. Cheers.
Excellent,, I keep listening all over and I strongly feel my Customer Service Experience is growing...Keep it up.
Thanks Michael! I hope you enjoyed it and got great value from it. Stay tuned for more upcoming videos.
Fantastic so inspirational. Your video answered all my questions and cant wait to watch all your other videos !
Mattmaster112 Thanks Matt! Glad you enjoyed it. Best - David
Hi David,
I found your video on point, complete and concise in customer service area . Thank you
Nailed it. Thanks David.
Very usefull and efficient. Thank you so much Coach.
Love, Love, Love this video. Thank you for all the advice.
+Christi Opstad Love, love,love your comment. Thank you! If you want even deeper training, you can get my Rockstar Customer Service Training Program Here: rockstarcustomerservice.com/get-started/ Best!
This video helped me to understand customers more and honestly helped me to fill up the employment form as well. :D thanks for this upload.
Nice! Glad it helped. If you would like more training on excellent customer service to help in your job, go to RockStarCustomerService dot com I'll be there :) - Coach David Brownlee
Thank you for this useful information loved the break down as I have meeting on Sunday this has helped me to explain more about customer service 👍👍👍
Awesome! I am so glad you enjoyed the training. For more free training in customer service, join me here: www.rockstarcustomerservice.com
Great video. Quick and to the point.
Excellent David, Congratulations, this video is awesome, Thanks for your positive energy and enthusiasm that makes the difference. God Bless you.
Your welcome Lorena! Great talking with you and thanks for your support. My newest in-depth customer service training is available at RockStarCustomerService dot com Enjoy!
I am preparing for an interview next Tuesday, it gives me much skills, thanks a lot!
+Wind L.K You're welcome! Best of luck!
It’s a great video with lots of information.. helpful to me. Thanks a lot...
I think this is an excellent training module for 7 essentials to excellent customer service. Coach David Brown is an excellent coach and teacher.
+Victoria Lau-Tung Thank you! If you want even deeper training, you can get my Rockstar Customer Service Training Program Here: rockstarcustomerservice.com/get-started/
Great video!!!!! Small to mid size businesses could definitely benefit from your services. 👍
Great video. Gives me some ideas to think on. We can always be improving.
Thank you for the information. I believe that customer service is one of the most important aspect of any business. You can have the hottest product in the market, but if your employees lack customer service skills, you will not success in life.
Thanx you Coach, it was very helpful.
Thank you David ! Your video helps a lot for my training class next two weeks 😍
Actually..I did create my own accronym..LRT F..which stand for Listen Respond Take action & Follow up. However I found that ur points are way much better. :)
keep up ur good job !
Thanks for sharing! You have a great acronym. For more free training in customer service, join me here: www.rockstarcustomerservice.com
Thank you for your tips!
Outstanding tips, very helpful, well presented. Thank you so much for sharing your knowledge!
My pleasure! I am glad you enjoyed the video. For more free training in customer service, join me here: www.rockstarcustomerservice.com
Thank you for this video David! I am a sales representative currently however, we constantly deal with customers who have a rough experience with companies in our industry. Have you had those people apply these skills as well?
Wow, thank you for this lesson video! I really needed to see this.
You're very welcome! I am glad it helped. Thanks for your comment.
Excellent! Very informative and easy to understand. Thank you.
Your very welcome. Glad you enjoyed it!
Thanks Coach David for this training! I use this in one of my trainings with my Pampered Chef TEAM :)
Nice! Your very welcome Jennifer. Let put together a custom training for you. Visit me at www.PureCustomerService.com. We'll crush it together. Cheers, David
Great vid with great information, thanks coach
This was an excellent, "to-the-point" video. This is needed because customer service is lacking in so many organizations.
Thank you! And yes, customer service IS lacking in so many organizations. I am glad you enjoyed the video and if you would like more training on customer service, visit me at RockStarCustomerService dot com. Cheers! David
Thank you very much for offering this video. I was working on training program for my employees and this video gave me some great idea on how to put it together.
+Radwan Dabaja Awesome! If you want even deeper training, you can get my Rockstar Customer Service Training Program Here: rockstarcustomerservice.com/get-started/
Great video, very helpful and easy for the common man to understand. Thanks for your knowledge :)
Your very welcome Ben! If you want more in depth training, visit my site at RockStarCustomerService dot com. I'm glad you got great value from the training!
Thank you, well explained video.
I have learned so much. Very informative. I will be sharing this to my employer and other agents as well. Good day!:-)
Thanks for this Video, I really enjoy it. Full of informative.
+Kreative Icon You're welcome. Glad you enjoyed it!
Great Video! Thanks for the info!
David, great video and information for the workforce. I will definitely be checking out your website for more. Thanks for presenting with good customer service and a smile. :)
***** Thanks Jeff! I am glad you enjoyed the video. I am looking forward to hearing from you. Cheers - David
Excellent! Captures the essentials useable in any industry
+Dr. 'Leke Agbejule Thank you Dr. Glad you liked it!
As a customer service representative with years experience, i agree with every single word he says and will add that he basically summed up what great customer service is in this one video...this is awesome!
+Darwin Etienne Thank you! If you want even deeper training, you can get my Rockstar Customer Service Training Program Here: rockstarcustomerservice.com/get-started/
THANKS FOR SHARING SUCH A USEFUL VIDEO... I ALWAYS SHOW THIS TO MY STUDENTS DURING TRAINING SESSIONS.
+WANDERLUST COUPLE Awesome! I am glad you got great value from it. That's why I shot it. If you want to take your students deeper into training and get amazing results - you can get my Rockstar Customer Service Training Program at a discount for a limited time only here: rockstarcustomerservice.com/get-started/ Hope this helps!
i really love this video it has helped me so much thanks Mr Brownlee for an excellent lesson
My pleasure Ceriel! For more free training in customer service, join me here: www.rockstarcustomerservice.com
Excellent practical ideas thank you
Wow the perfect teacher online thank you
Thank you Grace. I truly appreciate your compliment!
Excellent information Coach!
Hi Coach David, Thank you very much for this useful VDO and tips.
Yutiya H. You're very welcome Yutiya. I hope you got great value from it. That's why I do it. Cheers - David
I will have a customer service interview tonight. This video is very informative and helpful to me! Thank you David.
+Cora Lin You're welcome. Best of luck!
Great advice. Thanks David from me and my work family here at MAA Meridian Airport Authority.
Great! will share with my workstudy students as they work in our library
Thanks Cynthia! Please do. If you are looking for more teachings on customer service, visit RockStarCustomerService dot com Cheers!
this video was very knowlegeable
+Robin Outler Thanks Robin!
Thanks, the key points you have delivered are valued and used in my workplaces. Keep on sharing to be cared. Merry X-max and Happy New Year 2014 dear Mr. David.
My pleasure Aashutosh! Thanks for your comment and have a great New Year's. Stay tuned for more videos to come. Cheers.
Thanks for sharing. Really helpful..
I have two questions and will appreciated having your answers thanks
1- how would you go about resolving a customer's
issue that is not covered under our Return Policies?
2- how would you address an issue that was not covered in your training, and work to resolve it?
Thank you for this video. I don't specifically work in sales, but every professional should be selling themselves a a product for their company. I will be passing this video on to my direct reports and other supervisors. Thanks again!
Thanks Marc! I appreciate your compliment and passing this video on. Be sure to stay tuned for more videos to come. Your supervisors can get more customized training at our websites listed above. Cheers - Coach David Brownlee
Thanks for sharing this info, it's pretty valuable budy.
Your welcome Daniel, Hope all is well with you and I am glad you like the video. If you would like to learn more about excellent customer service in detail, visit RockStarCustomerService dot com See you there. Coach David Brownlee
The first 7 minutes are very useful for any public-facing service role.
Thanks guys! I hope you are getting great value from the training! If you want more FREE training, visit me at www.PureCustomerService.com
good advice and you did it very clear
Hello. I recently started working in that area in a 5 stars hotel. I am really nervous about it, but your video really helped me. Thank you very much!
+Luanna Encinas You're welcome! Best. David
thank you for your helpful video.
Congratulations, your video training is awesome. I learned a great deal. Blessings to you and thank you!
Blessings to you! I am glad you enjoyed the video and I hope it helps you in your business. If you would like to continue training with me, visit RockStarCustomerService dot com Thank you! Coach David
I am going on a customer service course tomorrow thank you for creating the video I surely do appreciate it
Awesome! I hope you got great value out of the training. Best of luck on your training. Visit my sites for more training and let me know if I can assist you in your career. Cheers
sir u done a excellent job.