customer service Flashcards
learn, memorise and apply
what is customer service?
how well an organization can constantly and consistently exceed the needs and expectations of its customers
what is the foundation of excellent customer service?
positive customer service attitude.
what is attitude?
the feelings, beliefs, predispose our reactions to objects, people and events.
whatever feelings you have about objects, people or events will directly affect your behavior.
what are the factors that influences a police officer attitude towards customer service.
a) perceptions of danger
b) personal experiences
c) public attitudes and opinions
d) police culture
what are the 16 elements of excellent customer service?
1) identify yourself
2) speak clearly
3) state why you are arresting the person.
4) maintain eye contact
5) focus on customer when they present.
6) ask if you can put customer on hold.
7) focus on giving good service.
8) meet or exceed customers’ needs.
9) explain policing process
10) be courteous… even to suspects
11) use necessary force according to the situation
12) practice active listening
13) be present in mind and body
14) deliver on promises
15) time management
16) inspire customers
what it the basis of how customers judge the type of service they receive?
1)promptness of the service
2)the courtesy of the provider
3) whether respect was evident
what are the critical elements of customer service?
- customer service focus
- defined in your organization
- given life by the employees
- be a problem solver
- feedback
- reinforcement
what doe it mean to be customer service focus?
TTPS must keep in mind the customer service (cs) philosophy and put things in place to follow the philosophy
CS is neither coincidental or automatic you must believe in it to give it.
if you have a limited desire to serve you should not be a member of an organisation
what does it mean for customer service to be defined by the organization.
document the philosophy as seen in the mission statement and strategic plan.
what does it mean to given life by its employees?
know and live the mission, vision and ensure customer service is part of your everyday existence.
once document by the police executive the philosophy all employee should life by it.
do not become a member of the ttps is you do not desire to serve.
what does it mean to be a problem solver?
if you are unable to assist a customer you much at least be able to refer them to some someone else or ensure that their experience with you was lengendary so that bridges are not burnt.
what is feedback ?
feedback is important as it will assist you improve your assistance.
what does reinforment mean?
to reinovr
