1. CUSTOMER SERVICE : OUR PRIORITY
Charles Ukaumune

2. BASIC: Absolutely essential service experience.
EXPECTED: Service experience that customer take for
granted.
Desired : The attributes customer does not expect but
knows about and appreciates if experience includes them.
UNANTICIPATED : “Surprise” attribute that add value for
customer beyond expectations.

3. Differentiation from your competitors sets in when you can
do something better and the customer values the
difference:
If you’ll do the basic well - poor
Basic and expected well - satisfactory
Basic and desired well - favor
Basic and unanticipated - you’ll have special place in
his heart.

4. TOP –DOWN
COMMITMENT
PUTTING TOGETHER THE PLAN
The attitude of your front
line staff is a direct
reflection of the tone set by
Management.
Be a role model of what you
preach.
Make the commitment to
customer service.

5. SERVICE STANDARDS:
IMPLEMENT
SERVICE
STANDARDS:
Set specific & measurable standards
that will specify what behaviors &
standards you expect your staff to take
with customers.
The effective service standards should
be specific, concise, and measurable.
It must be written into the job
description and performance review.
Create a system of constantly measuring
your service effectiveness to know if you
are improving or not.
Conduct Customer complaints and
specifics to track recurrent complaints.

6. REWARD AND
RECOGNITION:
People learn faster and take more initiative when
they are given positive reinforcement for doing a
good job.
Celebrate “Victories” and avoid reading the
laundry list when things go bad.

7. TRAINING:
Training is an essential part of service
improvement.
It can do more harm than good if there is no
infrastructure in the work place to enable your staff
to practice what they learn.

8. INVEST IN COMPLAINS:
A smart company makes it easy for customers to
express their values and expectations in form of
complaints so as to address the cause behind
customer dissatisfaction.
Customers judge the quality of service in 2 basic
ways:
How well you deliver what you promised, and
How well you handle expectations & problems.

9. CUSTOMER COMPLAINS
FEEDBACK.
Have dedicated telephone lines for customer
complaints to ensure all problems are resolved
quickly and in the customers interest.
Tractability of customer complaints call and make
the customer “feel” how important he is].
Write and display the direct lines to Management
for customer complains.

10. IDENTIFYING MOST
PROFITABLE
CUSTOMERS:
THE 80/20 rule applies.
80% of profits come from 20% of Customers.
[Repeat/ Net –worth Customers].
Have a data base of your 20% and concentrate
80% of your time on them: Call on them, send
messages, card, and little presents.

11. IDENTIFYING MOST
PROFITABLE
CUSTOMERS: CONT…
Show your customers that you care
Let them know you are thinking of them. Develop
unique relationship with your customers and treat
each one as someone special.
The greatest business in the world is having a
system in place for rewarding people for being
your customer.

12. BUILD A LOYAL
CUSTOMER:
Consistent customer satisfaction loyalty should be
the target of all Management effort for the brand.
Encourage your customer to market you for a
reward.
Customer loyalty leads to improved reputation,
image, safer future
Loyal customers are very loyal in telling others
about you.

13. KNOW THY CUSTOMER:
THE COMPANY MUST CHALLENGE ITSELF TO ANSWER 4
BASIC QUESTION:
What are our customer needs and expectations,
and which of those needs and expectations matter
most to them?
How well are we meeting these needs and
expectations?
How are our competitors meeting them?

14. KNOW THY CUSTOMER: Cont…
How can we go beyond the minimum that will
satisfy our customer and truly delight them?
The most basic step is simply asking the customers
how you are currently serving them.
Companies that ask and act on their findings, reap
massive benefits.

15. SUMMARY:
UNDERSTAND CUSTOMER VALUES
PROVIDE THE UNANTICIPATED AND
EXCEPTIONAL SERVICE
TOP-DOWN COMMITMENT
REWARD AND RECOGNISE STAFF
INVEST IN COMPLAINS
TRAIN YOUR STAFF
LEARNING WHO YOUR MOST PROFITABLE
CUSTOMERS ARE.
BUILDING A LOYAL CUSTOMER
KNOW THY CUSTOMER

16. THE SERVICE –PROFIT CHAIN
 EXPECTED SITUATION
Revenue & profit growth
Guest satisfaction & loyalty
Employee satisfaction

17. Managing Those Moments Of
Truth: Action-Ready Strategies:
What to do when the Customer Appears, Calls or
Inquires
Making a Positive First Impression
The customer is Angry or Defensive
The Customer has Special Request
The Customer can’t make up his mind
What to do when there is Indecision internally
What to do when Customers complain
Points that everyone should know about Complaints
When a Customer is Disappointed

18. What to do when customer calls,
appears or inquires:
Who is a Customer?
The most important person ever in this office in office ,
by phone or by mail.
Not dependent on us… we are dependent on him.
Not interruption to our work… he is the purpose of it.
We are not doing him a favor by serving him… he is
doing us a favor by giving us opportunity to do so.
Not someone to argue or match wits with. Nobody ever
won an argument with a customer.
He/She is a person who brings us his wants. It is our
job to handle them profitably to him and to ourselves.

19. Making a Positive First
Impression:
Once you see a Customer , politely acknowledge his
presence. never , never ever ignore a customer.
Be equally prompt and polite when answering the
phone because your mood can be read from your
voice.
If you get a lot of calls and cannot handle it, consider
hiring a secretary or an answering machine to take
your calls.
If a customer has a scheduled appointment, make it
your business to be on time.
Prepare for Customers question by having the answer
before hand

20. Making a Positive First
Impression: Cont…
Start each day with a first class check-up.
Ask the right questions
Listen for total meaning
Listen to what people are not saying
Listen for what people would like to say but can’t
put in words
Match your solution with their problem
Make them feel good about being your customer

21. What to do when a Customer is
Angry or Defensive:
“My life is in the hands of any fool who makes me
loose my temper”-Joseph Hunter.
Every man is a damn fool for at least five minutes
out of every day. Wisdom demands us not to
exceed the limit or drive people to exceed it
Be kind. Every one you meet is fighting a battle
You can only react helpful and not offensively
React with kindness , empathy, and solutions.

22. When you encounter an Angry
Customer keep the following in
mind:
Keep your cool:
Since people who fight fire with fire normally end up
with ashes.
Respond with comments like. I am sorry, let’s see what
we can do to solve this problem and make things right
for you.
Listen with empathy and for the facts
Take action to solve the Customer’s problem
Bring the incident to a polite close with apology

23. One page Complaint
Form Cont…
Any compensation for the customer for suffering
inconveniences?
Set goals for resolving complaints
Learn and get better from complaints

24. When a Customer is
Disappointed
Feelings are everywhere…Be gentle!!
 J Masaj
When things go wrong, apologize and take total
responsibility for setting things straight
Remember that how people react to bad news
depends largely on how you tell them(Attitude,
Expressions, Body Language)

25. Specifics for Moments of
Truths:
Listen with understanding
Paraphrase and record what the customer tells you
Find out what the customer wants
Propose a solution and get his support
Ask him what he would like as a fair solution if he
does not like your solutions
Make a follow-up call to ensure satisfaction
Never let a customer loose face

26. Customization Ideas To Keep in
Mind:
Fill any all special requests as best as you can.
Search for unmet wants in each customer and meet
them.
Treat each person and his request as unique and
special.

27. What to do when there is
Indecision
They (Customers) want someone to come in and say
“damn it this is what you should and this is how you
should do it sir“… Paralysis –by analysis syndrome)
Reward indecision with recommendations
Make sure the customer has the authority to make a
buying decision
Ask, Listen and Learn before recommending,
remember in medicine prescription without diagnosis
is malpractice
Don’t give Customers too many options
Be caring, confident and decisive in your tone of voice

28. What to do when they complain:
A customer who complains is my best friend..
 Stew Leonard
Complaints points out areas that need improvement
Complaints give you a second chance to provide
service and satisfaction to dissatisfied customers
A wonderful opportunity to strengthen customer
loyalty
Always reward complaints with fast positive action

29. General Points everyone should
know about Complaints:
Seek out and welcome complaints
Take every complaints seriously
Get people at the top actively involved in both
listening to and helping resolve customer
complaints
Consider setting up a system to document and
classify complaints

30. One Page Complaint Form
The customer’s name , address and telephone number
The name of the employee receiving the complaint
The date and time the complaint was received and
resolved
The nature of the complaint
The mutually agreed solution to the problem
Was the problem resolved on the spot?
If not, was a solution communicated to the customer?
What steps has been taken?
How this problem could have been prevented
What can be done to prevent this problem in the future

31. Specific Moments Of truth..
Listen with understanding
Paraphrase and record what the Customer tells
you
Find out what the Customer wants
Propose a solution and get his support
Ask him what he would consider a fair settlement if
he does not like your proposed solutions
Make a follow-up call to ensure satisfaction
Never let any Customer loose face

32. When a Customer is
disappointed:
when things go wrong, apologize and take total
responsibility for setting things right
Remember that how people react to “Bad News”
depends largely on how you tell them
FINALLY:
THE BEST WAY TO HANDLE A DISAPPOINTED
CUSTOMER IS TO KEEP HIM FROM BECOMING ONE IN
THE FIRST PLACE
TAKE PREVENTIVE STEPS TO KEEP PROBLEMS FROM
OCCURING BUT IF DOES OCCUR AND YOU CAN
CORRECT IT WITHOUT INCONVENIENCING THE
CUSTOMER… DO IT