customer service

1. WELCOME
TO THE
TOTAL
QUALITY

2. A. The Challenge – Dimsum Factory
B. Who Are Your Customers
•Definition of internal and External Customer
•Value of Customers
•Dissatisfied Customers
•The Filipino Customer
C. What is Customer Service?
•Definition of Customer Service
•Customer Service Formula
•Behavioral Comparison
•Being Provocative
D. General Tips for Good Customer Relations

3. WHY ARE WE HERE?
•DF exists to serve its customers and
stakeholders
•Develop an extensive sales network
of highly motivated and competent
wholesalers and retailers. Offer a wide
range of products within the best value
for money
•Provide responsive customer
relations.

4. DEFINITION OF CUSTOMER
Anyone who is currently availing of the company’s
product/services and any person who may also utilize
the products/services in the future.
The customer maybe internal or external to the
company. Responding to their needs is satisfying them
only. Our job is to delight or surprise our external and
internal customers.
WHO ARE YOUR CUSTOMERS?

5. TYPES OF CUSTOMERS
•Have needs and wants to satisfy these needs
•Have needs but cannot articulate these needs
•Have no needs at present but will avail of your services in the
future.
VALUE OF CUSTOMER
•Is the most important person. Without him, we
have no reason for being.
•Is not dependent on us. We are dependent on
them for our living.
•Is not an interruption of our work. He is the
purpose of it.
•Is not a cold statistic. He is flesh and blood with
emotions and prejudice.

6. IMPACT OF CUSTOMERS ON THE
ORGANIZATION
•Revenue
•Employment
•Fulfillment
•Growth and Stability

7. NEW VS. OLD CUSTOMERS
•For all the effort in getting a new external
customer, saving the old one is even
more profitable
•It cost 5 to 10 times as much to get new
customers than to keep an old one.
UNSATISFIED CUSTOMERS
•It takes 12 good incidents to make up for one publicity cause by
one bad incident.
•60 percent of customers stop using a service because of
dissatisfaction
•For every complaint received, 27 people feel the same way, but
not bothered to voice out or write their complaints.
•A lot of people never complain they just never come back.

8. A survey on “Why Customers Leave”
found that:
•3% move away
•5% develop other friendships
•9% leave for competitive reasons
•14% are dissatisfied with the product
•68% leave because of an attitude of indifference
towards the customer by the owner,
manager or some employee.

9. A typical dissatisfied
external or internal will
tell 8 to 10 people
about his/her problem.
RESEARCH RESULTS THE DISSATISFIED CUSTOMERS
A typical business hears from only 4% of its dissatisfied
customers. The other 96% just quietly go away and 91%
will never come back.

10. CHARACTERISTICS OF A TYPICAL
FILIPINO CUSTOMER
1. Generally fun-loving and optimistic.
2. Needs the personal touch.
3. Values pleasant and friendly
interaction
4. Expects the basic level of efficiency
after which friendliness become critical
5. Generally disregards rules and
policies
6. Is authority conscious
7. Wants his needs to be anticipated
8. Becomes a regular customer once his
needs are responded

11. WHAT IS CUSTOMER SERVICE?
Is the totality of customer’s
opinions and attitudes
toward an organization
which has been formed
through his contacts with
its representatives.

12. BENEFITS OF PROPER CUSTOMER SERVICE
PERSONAL
•Enjoy work
•Get more things done
•Less stress
ORGANIZATIONAL
•Key to survival
•Motivates the team
•Builds an image of success

13. BASIC TRUTHS ABOUT CUSTOMER SERVICE
•Personal Endorsement is more effective than a media
advertisement.
•Customer relations or service is a strong deciding factor in buying a
product and service
•Service is everyone’s business
•Customer service is a way of life
•Customer service equal sales

14. GENERAL TIPS FOR GOOD CUSTOMER RELATIONS
•Smile more often
•Address
customers
by their
names
•Be reliable

15. •Avoid arguments.
Don’t give orders to
customers say “NO”
gently
•Always look your best

16. •Suit the pace of your
customer. Hurry with him
when he is in a rush. Don’t
rush when he is unhurried
•Handle calls with
care and courtesy

17. •Always end on agreeable note
and thank the customer
Don’t keep customer
waiting.

18. GUIDELINE IN EFFECTIVELY HANDLING ANGRY
CUSTOMER
•Recognize the presence of the customer by
greeting him and making him feel comfortable.
•Use your customer’s name.
•Listen actively to let their anger out.
•Ask questions to make sure that you understand
what he wants.
•Empathize with the customer by saying, “I can see
your point.”
•Paraphrase, restate the problem to make sure that
you understand.
•If the solution recommended by the customer is not
possible, offer alternatives.
•If no solution is acceptable. Apologize for the
inconvenience of the customer.
•Keep your cool.
DO’S

19. •Don’t argue
•Don’t ignore the customer’s presence or anger
•Don’t put the blame on the customer or shift
the blame to another officer
•Don’t refer to other offices without listening
and determining the problem which you can
resolve
•Don’t be sarcastic
•Don’t show inconsistent verbals and non-
verbals
•Don’t show indifference
•Don’t belittle the customer’s problem
•Don’t run away from the customer
•Don’t get scared
DONT’S

20. BRANCH SPIEL
INCOMING CUSTOMER/S:
Hi, Good Morning po…..
Welcome to Dimsum Factory….
OUTGOING CUSTOMER/S:
Thank you for coming, balik po sila…
If customer/s, will also say “Thank you”,
Your reply should be “ Your welcome Mam/Sir”

21. TELEPHONE SPIEL
INCOMING CALLS-
Dimsum Factory, good morning po…..
OUTGOING CALLS-
Si Dax po ito from Dimsum Factory, pwede po
ba kay Mam/Sir _______........

22. That's Not My Job!
This is a story about four people named
Everybody, Somebody, Anybody and Nobody.
There was an important job to be done and Everybody was
sure that Somebody would do it. Anybody could have done
it, but Nobody did it. Somebody got angry about that,
because it was Everybody's job. Everybody thought
Anybody could do it, but Nobody realized that Everybody
wouldn't do it.
It ended up that Everybody blamed Somebody when
Nobody did what Anybody could have done.

23. Remember this!!!
If we don’t care about our customers,
Somebody will…