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PURPOSE:

Customer service either by telephone, e-mail or face-to face, is the provision of service to customers before, during and after contact. Customer service also describes the culture of our organization. I plays an important role in GCC’s ability to generate income and revenue. Excellent customer service is to exceed the expectations of that person. It gives GCC the ability to attract new members and to hold on to those who are immediately a part of the organization.

SKILLS REQUIRED TO PROVIDE GREAT CUSTOMER SERVICE:

Telephone manner – answer promptly with a welcoming manner. Take complete message. Be patient, courteous, sensitive and respectful. Make sure there is an answering machine with the appropriate response to return missed calls in a timely manner.

Face-to-Face: be calm, respectful, patient and answer all questions to the best of your ability

Clear Communication Skills: get to the problem at hand quickly

Have knowledge of the environment and provide an acknowledgement that you will be able to provide an answer to their query. Use positive language to provide the customer with a confidence that you will be able to assist them.

If you are unable to assist the caller at the time of the call, assure him/her that you will get back to them as quickly as possible with a response.

Have the goal of staying focused on the conversation and have the ability to handle customers on a case-by-case basis

Remember that the caller is a person also and putting that extra effort into the conversation and the solution will give that call a good impression of the GCC and what it stands for.

- Speak from knowledge

- Welcoming and helpful telephone manner, assurance, take complete messages

- Expand knowledge training through questions to the General Manager

- Be patient, kind, sensitive, professional, courteous and respectful

- When dealing with difficulty situations, stay calm and ask if they wish to speak to someone else who might help them further

- Understand and appreciate concerns or problem

- Positive attitude

Each employee is responsible for observing rules of conduct that are normally accepted as standard in a business atmosphere

PROCEDURES

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Section: B2

Section Title: EMPLOYEE HANDBOOK

Policy Title: CUSTOMER SERVICE

Policy #:

POLICY STATEMENT: GCC prides itself in giving professional, courteous, and prompt response to all its customers – employees, shareholders, members and their guests, contractors and the public

Board of Directors

Follow-up call after consulting with person who originally took the call

General Manager

Responsibility

Action

Support General Manager

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