this is a training

1. TRAININ
G
Customer Service

2. M.ZAIN
BBHM-S20-098
GROUP MEMBERS
ABDUL AYAN
BBHM-F19-319
M.USAMA
BBHM-F19-071
USAMA NAWAZ
BBHM-F19-078

3. Introduction Customer Service
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4. What is
Customer Service?
1- Customer Service Introductions Customer Service is every interaction done between you and your
customers before, during or other purchasing your service and
goods
As a business you will have competitors. Great customer service is
one of the best ways to win by making existing customers happy
and attract more.
Customer Service is every interaction done between you and your
customers before, during or other purchasing your service and
goods
Pele Blackshaw writes in his book, “Satisfied customer will tell 3
friends and angry customers tell 3000”.
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5. Importance
Of customer Service
1- Customer Service Introductions
There are many reasons why customers leave, but there is a simple reason
why customers would stay, and that is because of great service. When
customer are treated right they will feel comfortable purchasing from you
again. This is how you get loyal and repeat.
Furthermore, as a business your service or product can’t always be prefect. In
reality, there is always this one or two little problems you don’t expect
happening in the first place! That’s the situation when customer service can be
make or break
Donald Porter once said, “Customer don’t expect you to be prefect. They do
expect you to fix thing when they go wrong”.
So, at this point, we can even see how providing good customer service is
more than important for your business
We have come up with 6 main reasons why customer service is important for
your business. With great services you will increase your:
• Customer loyalty
• Amount of money a customer spend with your business
• Number of time a customer buys from you
• Number of positive work of mouth recommendations
• Overall business reputation
• Number od repeat customer
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6. Effective Communication
Customer
Service
Training
Self Control
Listening Skills
Positive Attitude
Assertiveness
Conflict Resolution
Empathy
Depersonalization
Taking Responsibility
A Sense of Humor
Characteristic of Customer
training

7. Effective
Communication
2-Characteristics of Customer Services
Superior University
Effective communication is process of exchanging idea, through
knowledge and information such that the purpose or intention is
fulfilled in the best possible manner
In simple word, “ It’s nothing but the presentation of view by the
sender in the best way of message understood by the receiver.
We can say that it generally involves:
1) Sender:
The person who initiates the process of communication by
sending a message.
2) Receiver:
The one to whom the message is to be delivered.

8. Characteristics of
Effective
Communication
2-Characteristics of Customer Services
Superior University
Characteristics
of Effective
Communication
Complete
Message
Correct
Message
Precise
Message
Reliability
Consideration
of the
recipient
Sender’s
Courtesy
Clear
Message

9. Characteristics of
Effective
Communication
2-Characteristics of Customer
Service
Superior University
Clear Message:
• The clear Message which the sender wants to convey must be
simple, to understand and systematically framed to retain its
meaningfulness
Remaining Previous Slide
Correct Message:
• The information communicated must not be vague or false in
any sense; it must be free from errors and grammatical
mistakes
Complete Message:
• Communication is the base for decision making. If the
information is incomplete, it may lead to wrong decisions.
Precise Message:
• Message sent be short and concise to facilitate straight
forward interpretation and take the desired steps.

10. Characteristics of
Effective
Communication
2-Characteristics of Customer
Service
Superior University
Remaining Previous Slide
Reliability message:
• The sender must be sure from his end that whatever he is
conveying is right by his knowledge
Consideration of the Recipient:
• The medium of communication and other physical setting
must be planned, keeping in mind the attitude, language,
knowledge, education level and position of the receiver.
Sender’s Courtesy:
• The message so drafted must reflect the sender’s courtesy,
humbleness and respect toward the receiver

11. Self Control
2-Characteristics of Customer
Service
Superior University
Self-control is defined as the ability to manage your actions, feelings
Emotions.
For example:
When you want the last cookie but you use your willpower to avoid
eating it because you know it isn’t good for you.
Types of Self-Control
Impulse
Control
Emotional
Control
Movement
Control

12. Types of
Self Control
2-Characteristics of Customer
Service Remaining Previous Slide
Superior University
Impulse Control
• The ability to stop and think before acting. It lets us
think through consequences before we do something.
Emotional Control
• The ability to manage feelings. It helps us keep going
even when upsetting or unexpected things happen.
Movement Control
• The ability to control how our body moves. It lets us
regulate what we do physically in an appropriate way.

13. Listening Skills
2-Characteristics of Customer
Service
Superior University
Listening Skills:
Listening is the ability to accurately receive and interpret
messages in the communication process
Listening Skills is key to all effective communication,
without the ability to listen effectively message are easily
misunderstood.
Listening is one of most important skills you can have.
“Listening is the process of receiving, constructing
mean of from, and responding to spoken.

14. Process of
Listening
2-Characteristics of Customer
Service
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15. Assertiveness
2-Characteristics of Customer
Service
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16. Positive Attitude
2-Characteristics of Customer
Service
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17. Taking
Responsibility
2-Characteristics of Customer
Service
Superior University
A core responsibility of customer service is answering any simple issue
Customer may have.