Customer Relations

1. the writing of memoranda
police reports and
ivilian letters
By: FE B.QUIJADA

2. FE BACOL QUIJADA
-Non-Uniformed Personnel presently assigned at RLDDD 10 as
Training Specialist 1.
-Married with 4 children
COURSE:
Bachelor of Arts (AB) major in Development Communication
(DevCom) at Ateneo de Cagayan (Xavier University).
MASTERAL:
Xavier University and Capitol University
TEACHING EXPERIENCE:
Liceo de Cagayan University- Higher English, Philosophy, others
(BSN)
Capitol University - English, Psychology, others (BSN,
Marine, Nautical, Eng’g.)

3. TEACHING EXPERIENCE:
- Police Media Relations; Correspondence (PSBRC)
- Human Relations; Police Correspondence; Best Practices;
Leadership Actions (PSJLC)
- Human Resource Management; Intro to Research; Managing
Problem Emphasis; Best Practices; Effective Police
Communication; Intro to CSW (PSSLC)
- Completed Staff Work (COP)
- Best Practice; Police Media Relations; Concepts and
Principles of Teaching (PSOCC)
- Police Correspondence; Records Management (CIC)
- Managing Media Relations; Building Communications
Proficiency (IOBC)
- Into to CSW; Technical Report Writing; Public Speaking
(PCADC)
- Best Practices; Strategic Performance Management System
(PSOAC)
- Guide to Effective Media; Public Relations (EMPO)

4. SEMINARS/SCHOOLINGS:
- Instructor’s Development Course-ICITAP
- Supervisory Development Course (Tracks 1, 2 & 3) -
DHRDD
- Ethics and Human Dignity Course – ICITAP
- Police Media Relations – RPCRD
- Rescue Training Program – Rotary Club of Metro
Cagayan
- others

5. Objectives:
At the end of the discussion, you should be able to:
• Define Customer Relations and its importance;
• Understand good customer service;
• Enumerate the following:
- tips to communicate more effectively with customers; and
- tips in dealing with difficult customers/clients.
• Identify the components of effective communication;

6. Objectives:
• Identify the Do’s and Dont’s in client accommodation;
• Understand telephone etiquette;
• Familiarize the Customer Service Skills; and
• Use customer feedback system.

7. THE ART OF COMMUNICATION
• Communication is the art of transmitting
- information;
- ideas; and
- attitudes from one person to another.
• Communication is the process of meaningful
interaction among human beings

8. “LINKING” – COMMUNICATION
SKILLS AND TECHNIQUES
- Communication is not what is
SAID….

9. - BUT what is
HEARD….

10. This is where “Communication”
comes in
• To work on LINKING the synapse
between what is SAID and what is
HEARD.

11. Communication is not what you
say, but what is heard:
• To be heard I have to communicate in a way that the
other person can understand, using their references.
• This means that I need to use language that is
tailored to them, to their way of seeing things, their
culture and style.
INTERPRETATION IS IN THE RECEIVER

12. EFFECTIVE CUSTOMER
COMMUNICATION SKILLS

13. WHAT IS COMMUNICATION?
• Communication is the art of transmitting
- information;
- ideas; and
- attitudes from one person to another.
• Communication is the process of meaningful
interaction among human beings

14. WHAT IS EFFECTIVE
COMMUNICATION?
• Effective Communication…
- it is two way;
- it involves active listening;
- it reflects the accountability of the speaker and listener;
- it utilizes feedback;
- it is clear; and
- it achieves one or more of the goals of communication.

15. COMMUNICATION GOALS
Communication
Goals…

16. WHY EFFECTIVE
COMMUNICATION IMPORTANT?
• Because we rely on Communication for everything
• Have you ever?
- received appreciation from your client?
- given information to a customer or colleague?
- received a pat at the back for excellent performance?
- smiled back at someone in response to a smile?
- answered a telephone call?
- written a report?

17. Why effective communication important?
• Communication creates an image
about you and your company as
well.
• Excellent communication can build
positive and long lasting
relationships with customers.

18. MOST COMMON WAYS TO
COMMUNICATE

19. KEY COMPONENTS OF EFFECTIVE
COMMUNICATION – SENDING
MESSAGES

20. KEY COMPONENTS OF EFFECTIVE
COMMUNICATION – RECEIVING
MESSAGES

21. COMPONENTS OF EFFECTIVE
COMMUNICATION
• Many of us think “Communication” means just speaking.
• We think about
- formulating sentences well
- using eloquent words, or
- being succinct or funny, but we usually never think
about
achieving the goals of our communication
• Those who do realize it are probably the “most effective
communicators”

22. OTHER COMPONENTS OF
EFFECTIVE COMMUNICATION

23. THE COMMUNICATION PROCESS
• Guide towards realizing effective
communication
• Sharing of a common meaning between the
sender and receiver
• Effective communication leads to
understanding
• The transfer of information

24. COMPONENTS OF
COMMUNICATION PROCESS
1. Sender
2. Encoding
3. Transmission of Message
4. Decoding
5. Receiver
6. Feedback

25. SENDER ENCODING TRANSMISSION DECODIN
G
RECEIVER
FEEDBACK
(RESPONSE)
COMPONENTS OF COMMUNICATION PROCESS

26. SENDER ENCODING TRANSMISSION DECODIN
G
RECEIVER
FEEDBACK
(RESPONSE)
CRS
(Sender) is
planning to
give
instructions
to R-Staff re
DPAR of
personnel
(subject
matter of
communicati
on)
The
instruction is
thru SMS
The message
is then
transmitted
using a
medium
(cellphone)
The receiver
(R-Staff)
receives the
message and
interpret
these
messages
The receiver
(R-Staff)
understands
the message
based on
his/her
interpretatio
n
Depends on how the message is
interpreted by the receiver and
ensures that the receiver
understands the message sent by
the sender
COMPONENTS OF COMMUNICATION PROCESS

27. GOALS OF COMMUNICATION
PROCESS
1. To transmit a message clearly within a
context;
2. To establish relations or strengthen
relationship;
3. To develop, realize, concretize an idea into
action;
4. To achieve an objective or learning or
goal;

28. 5. To make growth possible; and
6. To seek answers:
a. Communication Research
b. Investigation
c. Management of Processes
GOALS OF COMMUNICATION PROCESS

29. FACE TO FACE
COMMUNICATION WITH THE
CUSTOMER

30. BENEFITS OF FACE TO FACE
COMMUNICATION
• Opens two-way communication.
• Allows for immediate response to:
- questions,
- misinterpretations,
- feedback, etc.
• Takes advantage of voice and body language to deepen
understanding of what is being communicated.

31. WHEN TO USE FACE TO FACE
• Face to face is used:
- when you have to share or give information that
will affect the customer;
- when the information being communicated needs
immediate attention;
- when you have to answer questions directly and
immediately.

32. THE DO’S OF FACE TO FACE
• DO:
- give your customer your undivided attention:
- listen…. really listen…. give full attention…
- give your customer honest, direct and
comprehensive information;
- treat your customer’s ideas and concerns as
critical and serious.
- don’t belittle their concerns

33. THE DONT’S OF FACE TO FACE
• DON’T:
- tell your customer “what”
- tell them: “why, how and the larger picture”
- make the conversation one-way;
- invite responses – discuss and debate
- answer the phone or take a call when a customer is in your
office or when talking to a customer.
- if you really have to take the call, apologize to the
customer first before you do.

34. THE DONT’S OF FACE TO FACE
• DON’T:
- wait too long to ask for or give feedback to your
customer, gather information immediately.
- hold back bad news. Treat people as intelligent
adults. They want to hear the truth.

35. WHAT IS CUSTOMER RELATIONS?
- Customer relations is the company-wide
process of nurturing positive relationships with
your customers – the sum of all customer
interactions and experiences

36. CUSTOMER RELATIONS VS
CUSTOMER SERVICE
- Customer relations and customer service are both
key elements of business success that relate to
creating a positive customer experience. Both can
help show customers that the company cares about
them, which may encourage them to continue buying
from that company. If you work with customers or with
a business that values customer experience, learning
about these two support mechanisms may help you
achieve greater business success.

37. WHAT IS GOOD CUSTOMER
SERVICE?
• Good customer service relates to the service you and your
employees provide before, during and after a
purchase/transaction. For example, it's how you interact
with your customers. Improving your customer service skills
can lead to greater customer satisfaction and a more
enjoyable experience for them.
• No matter the size of your business good customer service,
needs be at the heart of your business model if you wish to be
successful. It is important to provide good customer service; to
all types of customers, including potential, new and existing
customers.

38. WHAT IS GOOD CUSTOMER SERVICE?
• Although it can take extra resources, time and money, good
customer service leads to customer satisfaction which can
generate positive word-of-mouth for your business, keep your
customers happy and encourage them to purchase from your
business again. Good customer service can help your
business grow and prosper.
• Good customer service means helping customers efficiently,
in a friendly manner. It is essential to be able to handle issues
for customers and do your best to ensure they are satisfied.
Providing good service is one of the most important things
that can set your business apart from the others of its kind.

39. WHAT GOOD CUSTOMER SERVICE
LOOK LIKE?
Examples of excellent customer service skills include:
• treating your customers respectfully;
• following up on feedback;
• handling complaints and returns gracefully;
• understanding your customers’/clients’ needs and wants;
• exceeding customer expectations; and
• going out of your way to help them.

40. TIPS TO COMMUNICATE MORE
EFFECTIVELY WITH CUSTOMERS
1. Greet your customers as they walk through the door. You
can ask them how they are, or how you can help them.
2. Listen actively. Effective communication starts with being
a good listener. Focus on what the customer is saying rather
than formulating your response. Use body language or small
phrases, such as nodding your head or saying, “I see” to
demonstrate that you are paying attention. If you are with the
customer, maintain eye contact. When the customer has
finished talking, repeat what you think you heard to ensure
you clearly understood their message before you respond.

41. TIPS TO COMMUNICATE MORE EFFECTIVELY WITH CUSTOMERS
3. Don’t interrupt. Interrupting your customers will
not only upset them, but will limit your ability to
communicate effectively. Allow the customer to
finish his/her thought before you respond. It not
only demonstrates respect, but it will also ensure
you truly understand the point the customer is trying
to make.

42. TIPS TO COMMUNICATE MORE EFFECTIVELY WITH CUSTOMERS
4. Use easy-to-understand words, not industry terms or
jargon. In order to effectively communicate, you need to use
words and phrases that the customer will easily understand.
5. Use professional wording, not texting terms when
communicating electronically. While you and all of your
friends may easily understand acronyms like BTW (by the
way) or TTYL (talk to you later), those terms may not be as
obvious to a customer, thus leading to communication
confusion. Using these terms can also make you seem
unprofessional. As with industry terms and jargon, avoid
using texting terms. Clearly write what you are trying to say.

43. TIPS TO COMMUNICATE MORE EFFECTIVELY WITH CUSTOMERS
6. Demonstrate courtesy. It’s very easy to ask questions in
such a way that you command a customer’s response.
7. Use positive, not negative statements. Customers want
to hear what you can do to help them, rather than what you
can’t do. The way you phrase things can directly impact their
impression of you, your department and your dealership. By
addressing your customer with positive rather than negative
statements, you can greatly reduce the number of roadblocks
you may encounter.

44. TIPS TO COMMUNICATE MORE EFFECTIVELY WITH CUSTOMERS
8. Be aware of words or phrases that can lead to a
defensive reaction. You also want to be aware of phrases
that might inadvertently create a defensive or resistant
reaction from your customer. For example, avoid using the
word “you” to often. Instead of saying, “You have to speak
louder,” say, “I’m having a hard time hearing you.” By
changing the words from “you” to “I”, you help keep the
customer in a positive mindset and the communication
channels flowing.

45. TIPS TO COMMUNICATE MORE EFFECTIVELY WITH CUSTOMERS
9. Limit background noise and distractions. Be aware
of what’s going on around you when you
communicate. Are there a lot of background noises or
events happening nearby that might distract either you or
the customer from fully focusing on the conversation? If
you are in a noisy or busy area, move to a quieter
location. Whether you are speaking with a customer on the
phone or in person, being in a quiet location where you can
focus will benefit you both.

46. TIPS TO COMMUNICATE MORE EFFECTIVELY WITH CUSTOMERS
10. Ask the customer how THEY prefer to
communicate. Finally and possibly, most importantly, ask the
customer how they prefer to communicate. While you may
prefer email, the customer might prefer text messages. Or the
customer might have a limited texting plan on their phone, and
actually get upset if you constantly bombard them with text
messages. At the start of your relationship with each customer,
take the time to ask, “What is the best way to stay in touch with
you? Would you rather I call, email or text you?” This simple
question can go a long way in helping you communicate more
effectively with your customers.

47. TIPS IN DEALING WITH DIFFICULT
CUSTOMERS/CLIENTS
Have you ever dealt with a client that was extremely
frustrating? Maybe the circumstances caused you to
slam your face into your hands and refuse to deal with
the public for a period of time.
1.) Communicate Clearly: When we encounter a
difficult client, it is often due to a preconceived idea of
what they expected you to do, without ever
communicating those expectations to you.
2.) Make it Right: Sometimes our actions are the cause
of the existing difficult client. If you mess something up,
make it right. Don’t pretend it does not exist and ignore
it. Ignoring conflict will not make it go away.

48. TIPS ON DEALING WITH DIFFICULT CUSTOMERS/CLIENTS
3.) Be Fair, but Firm: Stand your ground, if you did your part and
fulfilled your end of the deal.
Actionable Tip: There may be times to give in, but if you clearly have
a client trying to take advantage of your kindness, stand firm, but only
if you know you did the right thing. Offer easy remedies. Remember:
Not all people want to be made happy.
4.) Remain Professional: Don’t take the anger bait! If you encounter
a difficult client who begins the conversation with colorful language,
demeaning remarks, and personal attacks, remain professional.
Don’t begin to reflect their communication style because it will simply
lead to additional conflict in your business relationship.
Actionable Tip: This is easy. Don’t mirror their words and
communication styles. Take a breath, walk away, and give yourself
time to cool down.

49. TIPS ON DEALING WITH DIFFICULT CUSTOMERS/CLIENTS
5.) Negotiate the Win: For a conflicting
business relationship to experience a positive
remedy, there must be a win for both parties.
When negotiating with your client, provide
breathing room in the points of interest.
Remember, if it goes bad, it reflects on you,
because your client will tell everyone.

50. THE DO’S AND DONT’S IN
CLIENT ACCOMMODATION

51. THE DO’S IN CLIENT
ACCOMMODATION
1. DO understand police stations’ obligations to respond to
complaints/requests of clients;
2. DO greet clients with this standard spiel:
"Good morning/noon/afternoon/evening Sir/Madam.
Welcome to _________ Police Station. I am PO2
________. How can I help you?“
3. DO plan a road map to be followed for preliminary
questioning;

52. THE DO’S AND DON’T’S IN CLIENT ACCOMMODATION
4. DO ask relevant questions courteously and clearly starting
with 5-Ws and 1-H questions;
5. DO write a complete report and take any action
recommended;
6. DO respond quickly to complaints to minimize rumors;
7. DO ask relevant questions courteously and clearly starting
with 5-Ws and H questions;

53. THE DO’S AND DON’T’S IN CLIENT ACCOMMODATION
8. DO write a complete report and take any action
recommended;
9. DO respond quickly to complaints to minimize rumors; and
10. DO accommodate the client properly by offering seats and
other value-added services (coffee or water) while waiting for
his/her complaint results.

54. THE DONT’S IN CLIENT
ACCOMMODATION
1. DON'T assume the complaints/requests are just easy and
will go away;
2. DON'T select clients to be greeted according to their looks;
3. DON'T start the investigation by running off in several
different directions;

55. The dont’s in client accommodation
4. DON’T be in a hurry in asking questions;
5. DON'T include personal opinions or assumptions in your
report;
6. DON'T allow any behavior that could be construed as
retaliation; and
7. DON’T let the client stand for long hours of waiting.

56. TELEPHONE ETIQUETTE
- Telephone etiquette can be summarized
in one word: COURTESY.
- Unfortunately, courtesy is not something
people are used to being shown routinely
in the business world.
- If the caller is a potential customer and
you are courteous to him, you have an
excellent chance of gaining a new
customer.
- If he is an existing customer, you’ll keep
him for life!

57. TELEPHONE ETIQUETTE TIPS:
1. Always identify yourself at the beginning of all calls.
a) When in the office, always answer a telephone by saying:
“Hello/Good Morning, Accounting Department, Syndi Seid
speaking.”
b) From a cell phone, either simply say Hello, or state your
name, Hello, Syndi Seid here. Do not answer by using words
such as “yeah” or “yes.”
c) When placing a call, always state your name along with the
name of the person you are calling. Example: “Hello, my name is
John Doe from XYZ Corporation. May I please speak with Ms.
Jane Smith?”

58. 2. Be sensitive to the tone of your voice. Do not
sound overly anxious, aggressive or pushy. It is
important your tone conveys authority and
confidence. Do not lean back in your chair when
speaking on the telephone.
Tip: Sit up in your chair or stand during the
conversation.
TELEPHONE ETIQUETTE TIPS:

59. 3. Think through exactly what you plan to say and discuss
BEFORE you place a call.
Tip: Jot down the items you want to discuss and questions you
want answered. In other words, anticipate and expect you will
be placed into a voicemail system; plan your message to be as
direct and specific as possible, asking the person to respond to
specific alternatives or questions. Do not say, “Hello, it’s Syndi,
call me back.” At least state the subject about which you want
the person to call you back about.
TELEPHONE ETIQUETTE TIPS:

60. TELEPHONE ETIQUETTE TIPS:
4. Do not allow interruptions to occur during
conversations. Do not carry on side conversations with other
people around you. The person on the telephone takes
precedence over someone who happens to walk in your office
or passes by while you are on the phone.
Tip: If you must interrupt the conversation, say to the person,
“Please excuse me for a moment I’ll be right back.” And when
you return, say, “Thank you for holding.”

61. 5. Especially when leaving messages, speak clearly
and slowly. Do not use broken phrases, slang or
idioms. Always, always leave your return telephone
number as part of your message, including the area
code . . . and S-L-O-W-L-Y, including REPEATING your
telephone number at the end of your message.
Tip: Practice leaving your number, by saying it aloud to
yourself as slow as you have heard an informational
operator say it.
TELEPHONE ETIQUETTE TIPS:

62. TELEPHONE ETIQUETTE TIPS:
6. Build the habit of always turning off your cell phone
ringer when entering a meeting, restaurant, theater,
training class, or other place where the purpose of your
visit would be interrupted or others would be disturbed by
hearing your cell phone ring.
Tip: If you are expecting an important call, inform the
caller you will be in a meeting during certain times and
state you will monitor your message indicator for when it
illuminates you will excuse yourself to leave the meeting
and return the call.

63. TELEPHONE ETIQUETTE TIPS:
7. Always speak into the telephone receiver with an even
and low tone of voice. Especially when speaking on a cell
phone out in public, be sure to monitor how loud you may be.
Tip: Move the phone ear piece just slightly away from your ear
and listen to yourself speaking. Discover whether you are
speaking too loudly or too quietly for the other person to hear
you.

64. 8. Do not allow yourself to be distracted by other
activities while speaking on the telephone, such as
rustling papers, chewing and eating, working on the
computer, or speaking with someone else. Most
importantly, do not use a hand held cell phone while
driving. Get a headset or speaker phone for the car.
Tip: Always treat every caller with the utmost courtesy and
respect by giving him/her your undivided attention.

65. ANSWERING THE CALL
• When you don’t know the answer…
- Never say you don’t know;
- Be honest and say “I don’t know but I’ll try and find out”
- Ask if you may put the caller on hold or take his
number and promise to call him back.

66. THE CUSTOMER SERVICE SKILLS
THAT MATTER
Some specific skills that every support employee can master
to "WOW" the customers that they interact with on a daily
basis:
1. Patience
• Not only is patience important to customers, who often
reach out to support when they are confused and frustrated,
but it's also important to the business at large: we've shown
you before that great service beats fast service every single
time.
• If you deal with customers on a daily basis, be sure to stay
patient when they come to you stumped and frustrated, but
also be sure to take the time to truly figure out what they
want.

67. THE CUSTOMER SERVICE SKILLS THAT MATTER
2. Attentiveness
• The ability to really listen to customers is so crucial
for providing great service for a number of reasons.
• Not only is it important to pay attention to individual
customer interactions (watching the language/terms
that they use to describe their problems), but it's
also important to be mindful and attentive to the
feedback that you receive at large.
• What are your customers telling you without saying
it?

68. THE CUSTOMER SERVICE SKILLS THAT MATTER
3. Clear Communication Skills
• Make sure you're getting to the problem at hand quickly;
customers don't need your life story or to hear about how
your day is going.
• More importantly, you need to be cautious about how some
of your communication habits translate to customers, and
it's best to err on the side of caution whenever you find
yourself questioning a situation.

69. THE CUSTOMER SERVICE SKILLS THAT MATTER
4. Knowledge of the Product
• The best forward-facing employees in your
company will work on having a deep knowledge of
how your product works.
• It's not that every single team member should be
able to build your product from scratch, but rather
they should know the ins and outs of how your
product works, just like a customer who uses it
everyday would.

70. THE CUSTOMER SERVICE SKILLS THAT MATTER
5. Ability to Use "Positive Language"
• Sounds like fluffy nonsense, but your ability to make
minor changes in your conversational patterns can
truly go a long way in creating happy customers.
• Language is a very important part of persuasion,
and people (especially customers) create
perceptions about you and your company based off
of the language that you use.

71. THE CUSTOMER SERVICE SKILLS THAT MATTER
6. Acting Skills
• Sometimes you're going to come across people that
you'll never be able to make happy.
• Situations outside of your control (they had a terrible day, or
they are just a natural-born complainer) will sometimes
creep into your usual support routine, and you'll be greeted
with those "barnacle" customers that seem to want nothing
else but to pull you down.
• Every great customer service rep will have those basic
acting skills necessary to maintain their usual cheery
persona in spite of dealing with people who may be just
plain grumpy.

72. THE CUSTOMER SERVICE SKILLS THAT MATTER
7. Time Management Skills
• Despite my many research-backed rants on why you
should spend more time with customers, the bottom line is
that there is a limit, and you need to be concerned with
getting customers what they want in an efficient manner.
• The trick here is that this should also be applied when
realizing when you simply cannot help a customer. If you
don't know the solution to a problem, the best kind of support
member will get a customer over to someone who does.

73. THE CUSTOMER SERVICE SKILLS THAT MATTER
8. Ability to "Read" Customers
• This is an important part of the personalization process as
well, because it takes knowing your customers to create a
personal experience for them.
• More importantly though, this skill is essential because you
don't want to misread a customer and end up losing them
due to confusion and miscommunication.
• Look and listen for subtle clues about their current mood,
patience level, personality, etc., and you'll go far in keeping
your customer interactions positive.

74. THE CUSTOMER SERVICE SKILLS THAT MATTER
9. A Calming Presence
• There's a lot of metaphors for this type of personality:
"keeps their cool," "staying cool under pressure," etc., but it
all represents the same thing: the ability that some people
have to stay calm and even influence others when things
get a little hectic.
• The best customer service reps know that they cannot let a
heated customer force them to lose their cool; in fact it is
their job to try to be the "rock" for a customer who thinks the
world is falling down due to their current problem.

75. THE CUSTOMER SERVICE SKILLS THAT MATTER
10. Goal Oriented Focus
• Business goals + customer happiness can work hand-in-
hand without resulting in poor service.
11. Closing Ability
• Being able to close with a customer means being able
to end the conversation with confirmed satisfaction (or
as close to it as you can achieve) and with the customer
feeling that everything has been taken care of (or will
be) so be sure to take the time to confirm with
customers that each and every issue they had on deck
has been entirely resolved.

76. CUSTOMER FEEDBACK SYSTEM
Only 4% of unhappy customers complain. 96% will shut up
and split without telling you why! Take the proactive approach!
Get their feedback before they leave!
The Customer Feedback System will:
• Gather statistically sound data on how your customers rate
your service at every customer touch point;
• Uncover your customers’ priorities and help you prioritize
what is important to them.

77. CUSTOMER FEEDBACK SYSTEM
• Analyze your competitive strengths and weaknesses;
• Discover how many customers are simply satisfied with
you and how many are loyal;
• Find out what common problems are experienced by
your customers; and
• Compare how your customers see you as compared to
your competitors.