Used internally now published to share Created by: Vuong Tuan Training Manager - Trainer - Mentor Airline Professional - Logistics Specialist Mobile: 090 338 9867 email: vuongtuan1983@gmail.com

1. CUSTOMER SERVICE
an Overview at ITL Corp
composed by Fernando Tuan – Training Manager at ITL Corp

2. INITIATIVE
In the competitive market, there is a trend that every
player offers the same product and service to
customers.
These similarities lead to the demand to create the
superior advantage to win the market share.

3. INITIATIVE
Which ones will create the differences?
• Price?
• Brand?
• Product Quality?
• Product Appearance?
• Habit?
• Or else?

4. It’s service quality!
It’s people!
It’s Professional Customer Services!

5. Think about this
• all ITL business

6. are all about…
SERVICE

7. So …
What is the Professional Customer Service?

8. • The Consistencyin ways of serving
customer
• Create the Professional Image
• Create a throughout Service Culture
within ITL Group

9. PROFESSIONAL

11. • Functional hotline with
designated agent to answer the
calls. Eg:18001589,18001080…
• Contact center
Customer Care Center
Guest Service Center
24/24
• Dialogue recording system to
analyze and for training purpose

12. • CRM
Customer Relationship
Management

13. • Track & Trace System

14. Loyalty Program
• Membership card
• Discount for membership
• Secret Deal
• Newsletter
• Alert SMS
…

15. Operate the system
• Hotline 24/24
• CRM
• Track& Trace
• Loyalty Program

16. Use the same templates/formats to communicate
to customers
• We say in the same format in telecon and face to face
• We pick up the phone after… rings
• We email in the same template
• We use the same formatted signature
• We use the same replying format in social media: Facebook,
Twitter…

17. Do not mix the private emotions in workplace

18. Tell us about your customer?
• Who are they?
• What service they are buying?
• What are their remarkable points?

19. Create a
Professional Image
1
2
4
3

20. How do we look like?
• Appearance
• Uniform
• Body language
• Accessories
…
1

22. Do you have a mirror at desk?

23. What do we say?
• The sound understanding about the products and
services, personal experience
• Facts & figures based on SLA
(Service Level Agreement)
2

24. Tell me more about the services you
are offering to customers?
….
….
….

25. How do we say?
• Speak with a smile
(even during the phone talk)
• Intonation
• speed of expressing
3

26. TIPS
• Say: Please - Thank You – You are welcome
• Say: Excuse me – I am sorry
• Use Sir or Madam
• Use a person’s name when you know it
• Say Yes rather than Yeap. Yeah. Yup
• Say with a smile
• Avoid using technical term, slang…
• Don’t say “no”, “I Cant”. Say “here what I can do for
you”

27. How do we take actions?
• All begin with an attitude
• Instant reply to customer’s need
• Service from the heart
• Be a customer’s friend
• Constant care
• After sales service
• Go for the extra services
4

28. TIPS
• Listen. Stop talking. Listen in what is not said. Do not
judge
• Make eye contact
• Ask Open question to get info and closed-question to
control the conversation
• Get over the culture barrier
VIDEO
CS-Video-Bad Service.wmv

29. Create a
Professional Image
1
2
4
3
How do we look like?
What do we say?
How do we say?
How do we take actions?

30. Research below videos
• Customer Service Counts Be Yourself.wmv
• Dealing with the Irate Customer.wmv
• How do you comment on these scenario?

31. • Create a throughout
SERVICE CULTURE
within ITL Group
• Every team member treats
each other as his customer
• Team leader treats their
team members as customers
• B.U offers service to B.U
• Internal CS
• Monthly reward for best
CSA
• Recruit the right man

32. Where are we now?
• 43 % local enterprises have its transparent objectives and
CS loyalty program
• 31% employees in local enterprises do not be set CS
metrics in performance appraisals
• 78 % researched clients prefer services provided by 100%
FDI than local enterprises
• Of course, in ITL, we do not calculate the CSI
( Customer Satisfaction Index)

33. Words of Wisdom

34. “To understand the man , you must first walk a mile in his
moccasin"
North American Indian proverb

35. “Customer service is not a department, it’s everyone’s job..”
Anonymous

36. “Everything starts with the customer"
Louis XIV

37. “Every day were saying ‘How can we keep this customer
happy"
Bill Gates – Former Microsoft CEO

38. “Feelings have a critical role in the way customers
are influenced"
David Freemantle – IBM Global Client Manager

39. “If you do build a great experience, customers tell each other
about that. Word of mouth is very powerful”
Jeff Bezos, CEO Amazon.com

40. “Be happy for the troubles in your job. Those
troubles are likely the reason your job exists”
Steve Dudeck – Owner Oprah Winfrey Network

41. After all...
Why we need to do a
Professional Customer
Service?

42. Because…

43. The cost of finding a new customer
is X5 of retaining one

44. 80% un-satisfied customer will
never come back

45. one unhappy customer will tell to
16 others and that 16 will tell to
40 others
1x16x40= ?

46. And because
loyal customers will...

47. stick with you

48. spend more

49. Shout about you
to others

50. So…

51. Take action!!!
Not only note

52. What’s your plan?
• I will…
• I will…
• I will not…
In 1 week’s time
2 week’s time
3 week’s time

53. Before you leave…
Why customer opt to choose
But not these…???