List at least five good customer-service practices that employees ...

[Caiter2013]

List at least five good customer-service practices that employees should be taught.
 
  What will be an ideal response?

Question 2

Discuss a customer-focused organization's approach to customer service.
 
  What will be an ideal response?

[1_Step_At_ATime]

Answer to Question 1

Employees should be taught the following good customer-service practices:
a) Good customer service is a part of internal as well as external communication and service.
b) Good customer service is an attitude that should be demonstrated by all employees.
c) Customers are important to business and should never be considered a nuisance.
d) Treat customers with respect and courtesy.
e) Customers do not depend on us nearly as much as we depend on them.
f) In addition to helping solve customer problems, good customer service includes creating a
positive business atmosphere in which customers can do business.
g) Satisfied customers continue doing business with us and recommend us to their friends.

Answer to Question 2

Customer service is a complex function that has many facets. Some people view customer
service as a problem-solving function that comes into play only when there has been a
complaint. In fact, customer service should be an ongoing function that allows employees to
anticipate and prevent problems.
Employees at all levels should be trained to communicate with customers. They should be
committed to being part of a customer-focused organization. A customer-focused organization
makes customer service an ongoing function. Its approach is proactive in anticipating
problems. If an organization satisfies its customers and is managed efficiently, profits should
naturally follow.