WHAT IS CUSTOMER SERVICE?
Customer service is the service you provide customers before, during and after a purchase. Customer service skills relate to how successfully you interact with the customer.
WHO ARE YOUR CUSTOMERS?
Your customers may be easy to define in a retail or hospitality environment. But remember that some companies or organisations have internal customers too.
People from other areas/departments
WHY IS CUSTOMER SERVICE IMPORTANT?
Customer service is at the heart of any business. Excellent customer service enables a business to:
HOW DO I DELIVER GOOD CUSTOMER SERVICE?
Build good customer relationships by:
If you work in a customer service role, some of the most important and sought after personal traits include:
© Melbourne Polytechnic 2018
Other useful websites:
Australian Government 2017, What is good customer service? business.gov.au, viewed 29 January 2018, https://www.business.gov.au/info/plan-and-start/start-your-business/what-is-customer-service
State Government of Victoria 2021, Keep customers with customer service excellence, www.business.vic.gov.au, viewed 30 June 2021, https://business.vic.gov.au/business-information/marketing-and-sales/increasing-sales-through-marketing/keep-customers-with-customer-service-excellence
Queensland Government 2016, Customer service, www.business.qld.gov.au, viewed 29 January 2018, https://www.business.qld.gov.au/running-business/consumer-laws/customer-service