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A Guide To Customer Service

This document provides guidance on core values and principles for customer service: Customer focus, integrity, respect for individuals, and professionalism are the core values. Customer satisfaction through excellent service is the key to success. Customers are considered first in all decisions. Trust and confidence are built in all relationships through honesty and integrity. Employees are provided support and encouragement to serve customers at their best. A results-oriented approach provides value for stakeholders and pursues growth, market share, and leadership.

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37 views14 pages

A Guide To Customer Service

This document provides guidance on core values and principles for customer service: Customer focus, integrity, respect for individuals, and professionalism are the core values. Customer satisfaction through excellent service is the key to success. Customers are considered first in all decisions. Trust and confidence are built in all relationships through honesty and integrity. Employees are provided support and encouragement to serve customers at their best. A results-oriented approach provides value for stakeholders and pursues growth, market share, and leadership.

Uploaded by

Tasha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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A GUIDE TO

CUSTOMER
SERVICE
Core Values
Customer Focus
Integrity
Respect for the Individual
Professionalism
Results Orientation
Customer Focus
• We exist to take care of our customers' needs.
• We believe that achieving complete customer satisfaction through service excellence is the key to our
success.
• We consider the customer first in all our decision-making.
• We recognise and serve diverse groups of customers according to their distinctive needs.
• We build and sustain relationships that are satisfying to our customers.
• We innovate to anticipate our customers' future requirements.
Integrity
• Integrity is at the core of all our relationships. We build trust and confidence in our customers, suppliers,
shareholders, the general public and among ourselves.
• We consistently demonstrate personal integrity through honesty, trustworthiness, fairness, confidentiality
and openness in everything that we do.
• We deliver accurate, reliable and customer-friendly products and services.
• Our business processes and practices support service excellence while protecting the interests of our
customers, employees and shareholders.
Respect for the Individual
• The more respect we demonstrate to one another, the higher the quality of our working relationships.
• We listen actively to one another and respond appropriately.
• Our communications with one another are open, timely and professional.
• We provide the authority, training, tools and encouragement so that each of us can do our best to serve our
customers.
• We create challenging opportunities for our growth and development.
• We recognise, value and reward contributions.
Professionalism
• Our professionalism is the foundation of our superior individual and corporate performance.
• We each take ownership and personal responsibility for all that we do.
• We continually develop ourselves to maintain leading-edge capabilities.
• We apply our extensive industry knowledge and technical competence to our competitive advantage.
• We consistently produce results of the highest quality.
• We are positive, confident and objective in all our business interactions.
Results Orientation
• We engage in business to provide superior returns to our shareholders.
• We focus on achieving results that add the best possible value for all our stakeholders.
• We are cost-conscious in all our activities.
• We continually improve on what we do to serve our customers.
• We use the power of teamwork to improve results significantly.
• We aggressively pursue market share, growth and industry leadership.
Identifying needs and wants
When you're selling, you need to leave behind the focus on your business and your products and focus instead on
your customer and your customer's needs.
What Matters?
Always start with a positive mindset.
When you enter the organization, leave your problems at the door. Facing any sort of issues or problems will affect
your work output. It will affect the customer, It will affect your achievements. It will affect your goals. It will affect the
company. Our employees reflect who we are and represent us. They are an image of the company.
Have your Goals outlined.
Be organized.
Create a pattern of your workflow.
Follow that pattern and learn it by heart- it eliminates errors and your work is completed with perfection.
Build a rapport with customers and employees.
Smile before talking. Yes, it does help.
What matters?
◦ First 15-20 minutes :
 Employee engagement (tea, coffee, etc.) – your co-workers are your family who you work with. Employees may feel
more connected to a company if they develop close relationships with their co-workers. The
friendly relationships between colleagues may make them feel more like a family, further decreasing the likelihood
of them searching elsewhere for employment. This is good for both employees and employers.

 Organize - If your work area, computer, tasks etc. is not properly organized, tasks can pile up, paperwork gets lost,
and valuable time is spent on finding information that should be readily available. However, good organizational
skills can make or break a business , ultimately saving you time and reducing stress.

 Follow-ups (emails, returning phone calls etc.) There is an old saying that says, 'The fortune is in the follow-up." It's
become an old saying for good a reason: it's true. Following up with customers and clients can be one of the
most important business actions a business owner can take. I believe it's an essential key to success that once
mastered will bring you awesome results.
Talent Acquisition Specialist
A Talent Acquisition Specialist is responsible for sourcing, attracting, interviewing, hiring and onboarding
employees in a company. They factor in the long-term goals of an organization and acknowledge that people
play a huge role in a company’s future successes.

The Talent Acquisition Specialist is also responsible for ensuring that current employees are satisfied in their
positions, and promoting a company’s brand through recruitment initiatives and events. Put simply, the Talent
Acquisition Specialist has the organizational task of finding the most suitable person for the job.
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