EI Customer Service

BM EI CUSTOMER/CLIENT SERVICE

• BEI 01 Recognize the importance of and demonstrate how to properly acknowledge customers/clients

  • Develop rapport with customers 

  • Establish relationship with customer/client

• EI 02 Identify and address needs of customers/clients

  • Determine customer/client needs 

• EI 03 Provide helpful, courteous, and knowledgeable service

  • Demonstrate a customer-service mindset 

  • Reinforce service orientation through communication 

  • Discuss the importance of meeting and exceeding customer expectations 

  • Explain the relationship between customer services and sales 

  • Explain the role of customer service as a component of selling relationships 

• EI 04 Identify appropriate channels of communication with customers/clients (e.g., phone call, face-to-face, e-mail, website)

  • Choose and use appropriate channel for workplace communication 

• EI 05 Identify techniques to seek and use customer/client feedback to improve company services

  • Gather customer/client feedback to improve service 

• EI 06 Recognize the relationship between customer/client satisfaction and company success

  • Demonstrate connections between company actions and results (e.g., influencing consumer buying behavior, gaining market share, etc.)