It describes the role and the process of communicating in a customer service environment

1. BARRY NG
12/3/2015
Communication Process in
Customer Service

2. Introduction
 What is your Name?
 How long have you been in this industry?
 What are your hobbies/interest?
 What is customer service to you?

3. Training outline
 What is customer service?
 Stages of Customer Service
 Communication Process in Customer Service

4. What is Your Role?
MediatorCustomer Product

5. What is Customer Service
 Customer service is the service provided to
customers before, during and after
purchasing and using of goods and services.

6. Stages of Customer Service
Before sales
• Diversity of Products
• What is the branding of the company?
• How do we look in front of customers?
During sales
• What products are tailored closely to my customer?
• What are the customer needs?
• How do I interact with customers?
After sales
• How do Companies make them come back again?
• Recommendation of new Products
• Seasons Greetings/Birthday Cards
• How do Companies provide after-sales support?

7. Communication Process
 Improve the communication process.
o Give a friendly greeting
o Use everyday language
o Speak loud enough to be heard
o Acknowledge each customer
o Give a closure

8. Communication Process (1)
 Give a friendly greeting such as:
 “Good Morning Mr Tan, how are you
today?”
 Makes the customer feel at ease
 Use everyday language
 “This life insurance policy is what you
need, the benefits include..”
 People can connect with you easily.
 Avoid the technical jargons.

9. Communication Process (2)
 Acknowledge each customer
 Acknowledge customer by
 Eye contact
 A nod of the head
 Provides assurance to the customer
 Speaking loud enough to be heard
 Especially to customers who might struggle
to hear you
 because of the noise coming from stores and
its surrounding environment.
 Conveys confidence

10. Communication Process (3)
 Give a closure such as:
 “I will follow up with you again, do let me
know if you have further queries. Thank
you for your time today and have a
pleasant day ahead”
 Acknowledge the customer’s needs

11. Summary
 What is Customer Service?
 Customer service is the service provided to customers before,
during and after purchasing and using of goods and services.
 Stages of Customer Service
o Before Sales – the company background.
o During Sales – The demonstration of the product
o After Sales – The support you provide
 Communication Process
o Give a friendly greeting
o Use everyday language
o Speak loud enough to be heard
o Acknowledge each customer
o Give a closure