Everand Logo

Welcome to Everand!

  • Discover millions of ebooks, audiobooks, and so much more with a free trial

    Only $9.99/month after trial. Cancel anytime.

    Customer Service Basics: Customer Service Training Series, #1
    Customer Service Basics: Customer Service Training Series, #1
    Customer Service Basics: Customer Service Training Series, #1
    Ebook96 pages1 hour

    Customer Service Basics: Customer Service Training Series, #1

    By Kimberly Peters

    3.5/5

    ()

    Read preview

    About this ebook

    Customer Service Skills are among the most sought after skills in the world today. Known to make people more productive and businesses more successful, people with these skills are often more secure in their jobs and higher paid as well.

    Whether you are looking to improve your current skills or learn new ones, Customer Service Basics is exactly the book you have been waiting for.

    No prior experience or special skills are required to get the most from this informative book!

    LanguageEnglish
    PublisherKimberly Peters
    Release dateJul 20, 2015
    ISBN9781516349906
    Customer Service Basics: Customer Service Training Series, #1

    Read more from Kimberly Peters

    Related to Customer Service Basics

    Titles in the series (8)

    View More
    View More

    Related ebooks

    Business Communication For You

    View More
    View More

    Related podcast episodes

    Related articles

    • Article

      Customer Experience: The Never-ending Story

      Jun 21, 2018

      We’re thinking about customer experience all wrong. We often think of customer experience as a series of touchpoints: a visit to a store or a call to a helpdesk and so on. But a new study by business consultants McKinsey found a remarkable anomaly. I

      1 min read

    • Article

      Building An Exceptional Customer Experience

      Mar 31, 2022

      Customer service is the cornerstone to the hospitality industry and in particular the café environment. As the world comes out of the pandemic and our options for coffee and food expand, the choice of where the customer wants to spend their hard earn

      4 min read

    • Article

      Hospitality

      Jun 30, 2021

      Hospitality
      4 min read

    • Article

      Build Your Money Machine

      Nov 12, 2024

      Build Your Money Machine
      9 min read

    • Article

      On Strategic Marketing

      Jun 21, 2018

      I’d been asked to write an article on the impact of customer experience on strategic marketing. That was the working title anyway. I paused, and thought about the wave of human centred design practises, wielding their dark art on unsuspecting yet eag

      4 min read

    • Article

      Big Dreams

      Aug 12, 2021

      Big Dreams
      5 min read

    • Article

      Launch a Side Hustle!

      Dec 31, 2019

      Launch a Side Hustle!
      25 min read

    • Article

      Fuel Spark Success

      Jun 5, 2020

      Fuel Spark Success
      8 min read

    • Article

      Good To Great: Becoming An Irresistible Business

      Apr 18, 2023

      Every time we go to a business we go with an expectation of certain standards. If it's a café, we expect the coffee and food to taste good, and the employees should be polite, if not friendly. You know that your dentist is qualified and should provid

      2 min read

    • Article

      How To Build A Great Export Brand

      Oct 22, 2019

      How To Build A Great Export Brand
      4 min read

    • Article

      15 Small Business Ideas to Launch from Home This Fall

      Oct 18, 2019

      Side hustle, small business, or side project. Call it what you will. In the gig economy that we're living in, everyone can materialize their longing to build something profitable and amazing outside their regular 9-to-5 jobs. Not only are there free

      6 min read

    • Article

      How to Start a Business with Zero Dollars: CEO Donnie P Knows

      Jun 25, 2022

      Entrepreneur Donnie P (www.donniepbooks.com) has over twenty years of experience taking ideas and turning them into a successful business ventures. He literally wrote the book on helping cash-strapped entrepreneurs start successful businesses with Ho

      3 min read

    • Article

      Brain Trust

      May 15, 2019

      The $64,000 question! I would start with customer strategy rather than executional tactics, to determine what technology is actually required to make customers’ lives easier. You can’t ever know what the customer really wants unless you conduct resea

      4 min read

    • Article

      Grow Your Remote Business

      Jun 30, 2020

      Grow Your Remote Business
      4 min read

    • Article

      Go Beyond Sales To Stay Ahead

      Sep 17, 2018

      Go Beyond Sales To Stay Ahead
      5 min read

    • Article

      Thrive in 2021

      Mar 25, 2021

      Thrive in 2021
      13 min read

    • Article

      Customer-centric From Its Core

      Sep 16, 2018

      What’s been the biggest change you have seen in your career? I think one of the biggest things I am seeing recently is data becoming more and more important in how businesses operate and how they deliver customer experiences. Even a few years ago whe

      2 min read

    • Article

      What's Your Growth IQ?

      Jan 1, 2019

      How would you define 'Growth IQ'? Growth IQ is a holistic approach to finding the path to growth for an organization, based on three inputs: the market context, the right combination of elements and the sequencing of your actions. Your context includ

      6 min read

    Related categories

    Reviews for Customer Service Basics

    3.5/5

    3 ratings0 reviews

    What did you think?

    Tap to rate

    Review must be at least 10 words

      Book preview

      Customer Service Basics - Kimberly Peters

      Why Customer Service Is Important!

      Every day the business climate changes. Those who can adapt and keep pace survive. Those that don't, fail. This may seem like an over simplification, but it is true none the less.

      Today's marketplace is growing at a rate that is unprecedented. The emergence of the Internet as a business resource has changed the way business is being done. Changed it in a way that will affect each and every business in the world today! Let's take a look at why this is so important.

      It used to be that any business had a certain territory in which they did their business. This territory may have been shaped by the product or service the company provided, or by shipping and handling restrictions. The most common reason for limited territories was that it just was not possible to reach everyone in the world in a cost-effective manner.

      These limited territories meant that each company had a limited amount of competition. Similar businesses within the area were known to their competition and each of these businesses could be monitored for their actions, sales, and other issues. In short, if you were on the ball, you would not be taken by surprise by a competitor and your business placed at risk.

      Because of this, a company may not be as aggressive when it comes to dealing with their customers. With limited competition, the options for their customers were also limited. If there are two companies selling a certain product or service in an area, that means there are only two options for customers to obtain that product. Customers can go to either company, but they must choose one or the other.

      When a customer has limited options, they may have to put up with a level of service that is less than they would like to see. In many areas, two businesses can survive quite nicely together with little competition between the two. When this is the case, there is little incentive to improve on the level of service they provide their customers. Since customer service costs money, there is little reason to spend money when their customer's options are so limited.

      Enter A New Way of Doing Business!

      ––––––––

      Technology has given businesses a whole new way of reaching potential customers. Small television stations have harnessed the power of satellites to put their signals into the homes of people all over the world. A once small station now has the power to reach a wide range of prospective customers!

      Fax machines enable people to communicate much easier over their regular phone lines. Cell phones allow people to contact each other 24 hours a day, whether they are at home or on the road.  Computers are available to manage inventory, create complex sales presentations, and reach people instantly through the use of e-mail! The options for businesses are growing by leaps and bounds! While this is certainly impressive, all this pales when compared to what is definitely the single most important business tool developed to date: The Internet!

      The Internet enables businesses of all shapes and sizes to compete on an equal level no matter where they are located. This is a very important concept. This concept will forever change the way business is being done all over the world! Let's explore the impact of the Internet on business today.

      The Internet & its Impact on Customer Service and Business

      In the past, new and small businesses had to commit large sums of money and overhead in order to break through in their industry. Businesses had to start out in a small territory and gradually expand as their capital allowed. Big business had the resources to combat these small businesses and cause many of them to fail. Many a small business has failed because they couldn't compete with the big boys!

      With the Internet, businesses of all shapes and sizes and placed before the public in an equal manner. When a person logs on to a website, they have no idea of what kind of company they are dealing with. The new company operating from a small office in a garage somewhere can have the same appearance as the established giant with the huge office complex! The content of the web site is what you see and what you base your decisions on.

      Because of this, every business can compete in as large or small area as they desire! By placing their company products on the Internet, they can reach potential customers all over the world instead of just their backyard! Let's take a look at how that affects business in general.

      A Whole New Set of Rules

      With the arrival of the Internet, customers have an entire new source of businesses and resources available to them. Now, instead of being limited to what is in their town or state, they can contact companies from around the world to buy their goods and services!

      Let's take a look at what has changed for the consumer. Let's say that you want to buy a certain kind of power tool. Maybe it's an electric drill, saw, or other tool. In the past, you would go to the local tool or hardware center and buy it there. They may not have exactly what you want, or carry all the different models, but you would buy something that closely fit your needs. In some cases, you would look into the Yellow Pages for other stores close to your town. In most cases, you would visit each store and examine their selection and then return to the store that had what you wanted.

      With the arrival of the Internet, you can contact manufacturers directly and buy over the Internet! You can use a search engine to find all kinds of sites that sell this particular product. There are even comparison sites that will give you a list

      Enjoying the preview?
      Page 1 of 1