Shelamie Salido Tacasa

INTRODUCTION In customer service, we want to be inspired and rooted everyday to our vision and mission to be able to deliver the excellent customer experience that our customers always wanted and look for in a business. CUSTOMER SERVICE VISION STATEMENT “To satisfy and exceed the expectations of our customers so that we can gain not only our customer’s trust and loyalty but also referrals from our customer’s friends, families, and relatives.” MISSION What CUSTOMER SERVICE really stands for? Customer is always right. This is what we always hear from our customers but we know that customers are not always right. This means that we can provide alternatives and solutions that are based on our store policies. There may be situations that are beyond our capabilities but we can always consult our managers to provide the best solution to a customer’s concern. Understanding the underlying need of our customers. Sometimes, a customer does not say the right words that we want to hear or read but probing will help us know their underlying need. Sympathy. The power of sharing the feelings of our customers will help our business retain them. We should mirror what they say and feel when we respond to their emails. Think like a customer. Be truthful in dealing with our customers because we are also customers of other businesses as well. On time. We should make sure that we respond to customer’s email within 24 hours or less as part of our standard operating procedure. Measurable. We should provide an acceptable and measurable time frame to customers.. Empathy. When reading our customer’s email, we can put ourselves in their shoes so that we can provide the best response for them. Respectful. In customer service, our respect to our customers should always be in place at all times. Short and Simple. This means that we can keep our solution short and simple. Avoid complicated instructions to our customers. Exceptional. We should give out undivided attention and focus to each of our customers to achieve exceptional service. Reliable. We should do what we say. We should know how to keep our promises to our customers. Valuable. Doing what you love and loving what you do creates meaning to our work life. Improvement. This means that in customer service, we always find ways to improve daily to stay relevant. Can-do attitude. Serving customers with the right mindset will definitely change how we respond to them. Effective solutions. This means that we want our response to work well for our customers as we have their best interest in mind.