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In this chapter we can truly define what customer service is.We should learn how to identify customer satisfaction. The actual needs or wants that they wanted. Next, we were able to learn ways to achieve excellent customer service. In order to give our best to them. We can accurately explain the five customer requirements.Besides that , in this chapter , we also know a lot about external and internal customers.We can also identify customer traits.Last but not least , we can learn and understand a lot about customer worthiness.

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CHAPTER 2: THE CHALLENGES OF CUSTOMER SERVICE 

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CHAPTER 2: THE CHALLENGES OF CUSTOMER SERVICE 

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In this chapter we understand that every customer service will have to face obstacles. We should be able to know the power of perception because it is the most crucial responsibility in customer service. Then exploring expectation level. It have two categories which are primary expectation and secondary expectation. We need to know techniques for exceeding customers' expectation. It have 5 techniques. Then keys to credibility. Credibility build trust from the customers. It have 7 things in credibility. Next the importantance of customer service is the value of first corporate and then employees' value. Lastly ethics in customer service. In conclusion when we know all the obstacle, we can tackle all of our error that occurred from the company to achieve an excellent customer service.

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CHAPTER 3: SOLUTION TO ISSUES IN CUSTOMER SERVICE 

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CHAPTER 3: SOLUTION TO ISSUES IN CUSTOMER SERVICE 

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In chapter 3, we should be able to find a solution to issues in customer service so that we can improve our skills and have a good bond with our customers. We should focus on understanding their problem and listen other than focusing on our company's goals such as profit.

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CHAPTER 4: STRATEGY AND EMPOWERMENT FOR SUCCESS 

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CHAPTER 4: STRATEGY AND EMPOWERMENT FOR SUCCESS 

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The overview from this chapter is, we are able to explain the meaning behind strategy.. Besides that, there are 6 variables that are mentioned in customer service strategy such as planning, infrastructure, culture, high touch and low touch customers, high touch customers and finally low touch customers.
In this chapter also covers the importance of vision and mission for that one particular organisation. Lastly, it also touched about the example of empowerment and ways to empower employees.

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VIDEO 1

▫️Kindly ask the customer to wait for their     turn with a polite intonation. Example "please wait and get a sit first".

▫️Apologize to customer.
▫️Talk nicely with customer.

VIDEO 2

▫️Give some reaction or empathy that shows interest to them.
▫️Listen carefully and suggest some help.
▫️give a nice and welcoming greetings.
▫️Apologize to the customers.