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Customer Service
MANUEL ALEJANDRO MACIAS ANDRADE
Created on December 27, 2023
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Transcript
Customer Service
Customer service refers to support and assistance given before, during and after customers purchase a product or service. Customer service can be provided through various channels such as phone, email, live chat, social media and in-person interactions.
Forbes, 2023
Refers to the assistance an organization offers to its customers before or after they buy or use products or services. Customer service includes actions such as offering product suggestions, troubleshooting issues and complaints, or responding to general questions.
Oracle, 2023
How CS works?
Main activities and how to achieve them.
A Customer Service Representative will give support and guidance to all existing and non-existing customer, trying to provide the best possible customer satisfaction, what is going to lead him to recommend us.
Interact with the customers Address their concerns Assist with their needs
PRO-tips
A few tips we could use
Multi-task
active listening/probing q
Pay atention to what the customer is saying and the way they do it, because the little things also have a meaning.
It is really important to train the multi-task skills to be able to performed the greatest number of activities in the shortest possible time
Avoid negative statements
Know your product/service
The more you know, the better you can help.
Always be positive and hopeful, avoid using negative words.
Customer vs patient
patient
Customer
The customer is the person or company who consumes a good or a service, usually they can choose who will be the supplier and the continuity of this service.
It is an individual or person who's under medical treatment or registered under the plan of care of a provider. Insurance could assign the patient to a specific provider without consent.
the importance of this difference
We need to be mindful about the patient needs, showing empathy and listen actively what they are asking for. The patients are human beings asking for help to solve situations that are out of their own hands.