We’ve learned about service culture, which includes things like mission statements, employee roles and expectations, motivators and rewards, and training. These all contribute to how customers are treated. We’ve practiced some hands-on ways to improve our verbal and nonverbal communication as well as listening.
Learning about how technology plays a role in providing customer service was especially interesting. Functionality and usability of a company’s website is more important now than ever since that is sometimes the first place a customer goes to get information or to make a complaint.
Another important part of customer service is being culturally sensitive to all groups of people. The world is too small now just to interact with people who are like you. We watched a video about nonverbal gestures that mean different things in different cultures. It’s actually very easy to offend people unintentionally.
What we’re learning in class right now is behavior styles. If an internal or external customer is exhibiting a high level of a certain behavior style, the service provider can tailor their choice of words, nonverbal cues, and rate of speech to meet the expectations of the customer to come to a win-win solution for the customer and the company.
Our final project for this class is to create a customer service manual. My group and I are creating a manual for a café. We use what we learn from each learning plan and incorporate those concepts into our project. We’ll be creating a presentation as well in class at the end of the semester.
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