Title: (Optional) Explain the concept and importance of customer service.
Course: Make It Your Business (12151-9) > Section: Developing Sales and Customer Service Skills

Explanation should include the following concepts:

- Customer service should reflect the ability to balance the customers’ needs with the company's policies and profitability.
- The goals of a sales transaction are to
  - satisfy the customer’s needs and wants
  - close the sale.
- The goals of customer service are to
  - anticipate a customer’s needs before being asked
  - listen to the customer completely
  - respond to the customer’s questions
  - provide a solution that best satisfies the customer’s needs
  - offer follow-up after the sale.
- The importance of customer service is to
  - establish customer loyalty
  - establish, improve, and maintain the company's image
  - increase customer satisfaction
  - create referrals and leads.

Process/Skill Questions:

- How does customer service complement the sales transaction?
- How can a salesperson offer customer service?
- Why is it important for a sales department and customer service department to work together as a team?
- What tools/activities should a business implement to gain repeat customer sales and grow their customer base?
- How can a business best express their commitment to customer service?
- How do employees who are not in sales or customer service provide customer service?
- How is knowing another language valuable in customer service?
- How can poor customer service affect a business?
- How can a company determine customer satisfaction?
- What strategies can be used to improve customer service in the retail environment?
- How is customer service in B2B different from customer service in personal selling?
- How can businesses use technology to provide reliable customer service?
- How can businesses use online services (e.g., reviews, social media) to improve customer service?