Welcome to Customer Service training!
This tutorial introduces you to the basics of quality customer service. It will take you approximately 20 minutes to complete.
The sequence of topics is listed below. After you’ve completed the tutorial, you will be able to review the topics in any order. For now, you must go through the topics in sequence.
Customer Service Tutorial contents
- Introduction
- Why Does Customer Service Matter?
- To UNLV University Libraries
- To your department
- To your customer
- To you
- Who are your customers?
- What is Quality Service?
- Meeting and exceeding customer expectations
- Examples of customer's expectations of you
- How do you know what the customer's expectations of you are?
- Ask questions
- How can you make a difference?
- Providing quality customer service
- What does Quality Customer Service consist of?
- How do you give quality customer service?
- Conclusion
Why does Customer Service Matter to UNLV University Libraries?
- It’s important for students and parents to have a positive customer service experience so they choose UNLV!
- It’s important that they stay and refer others!
Why does Customer Service Matter to Your Department?
- You and your department represent UNLV!
- Good customer service makes a good impression of your department.
If the department does not provide a good level of customer service, it will cause the department to have a poor reputation and may even hinder future funding.
Why does Customer Service Matter to Your Customer?
- Its what they expect!
- Did you know that….
- a typical organization never hears from 91% of its unhappy customers. But….
- that unhappy customer tells between 8 and 10 people of the poor experience. It can destroy the reputation of your workplace.
Did you know how important you are??
YOU CAN MAKE A DIFFERENCE
Why should Customer Service Matter to YOU?
- It’s your job.
- It makes a good impression of you for later job references.
- It’s good training for future employment – many companies look for potential employees with customer service experience.
- It makes your job more satisfying and fun!
And most of all you are the face of University Libraries in the eyes of the customer
Who are your customers?
Anyone and everyone with whom you interact on the job is your customer! This includes internal customers such as co-workers and supervisors.