Page 10 - CUST SVC TEXTBOOK 2020
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Unit 4
Critical Service Attributes of Service Providers and
Importance of Maintaining Good Relations with Customers
4.1 Profile of a Customer Service Professional – Acronym SPEC
Service providers who give customers quality service are considered professional in their area
of work. They are very good at doing something, i.e., provide excellent customer service.
To become a Customer Service Professional, Service Providers must have these traits:
1. courteous and patient
- Ensure that customers are made to feel welcome / comfortable / warm at all times
- Never interrupt when a customer is speaking
- Be polite to customers
2. pride and pleasure to serve
- Be proud / confident that you are a Service Provider
- Enjoy serving customers
3. skills
- Know your job well
- Have good product knowledge
- Attend training
4. efficiency
- Serve customers promptly
4.2 Internal and External Customers
There are 2 types of customers; external and internal
Internal Customers
Internal customers are people who work in the same
organization, possibly in another
department/branch. They may be our bosses,
colleagues or assistant.
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