Page 3 - CUST SVC TEXTBOOK 2020

1.2 Benefits of Providing Excellent Customer Service – Why do we provide excellent
service?

Customers make up the life blood of organizations. Organizations that provide excellent
customer service show customers that they have their interests at heart.

Service providers who provide excellent customer service:

1. make customers feel important

- they can become regular / repeat customers

2. show that they want to continue to serve customers as
- the excellent customer service provided can spread through word of mouth

3. helps to establish rapport / relationships with customers by

- Going the Extra Mile

1.3 Importance of Creating A Good First Impression – How to create a good first
impression?

Service providers must remember to:

1. make the first impression a positive and lasting one as

- it takes less than 7 / Seven seconds to form the first impression
2. make eye contact

- when a customer enters the restaurant

3. stop whatever you are doing and
- attend to the customer

4. create a warm, friendly and welcoming atmosphere

- to gain the customers’ trust and confidence

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