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© Operational Excellence Consulting. All rights reserved.
Customer
Service
Basics
© Operational Excellence Consulting. All rights reserved.
© Operational Excellence Consulting. All rights reserved. 2
Objective
• To understand the basics
of customer service
NOTE: This is a PARTIAL PREVIEW. To
download the complete presentation, please visit:
http://www.oeconsulting.com.sg
© Operational Excellence Consulting. All rights reserved. 3
Outline
• The ABC’s of customer service
• The 123’s of customer service
© Operational Excellence Consulting. All rights reserved.
ABC’s of Customer Service
1
© Operational Excellence Consulting. All rights reserved. 5
ABC’s of Customer Service
• A – Attitude
• B – Business knowledge
• C – Customer-orientation
© Operational Excellence Consulting. All rights reserved. 6
A – Attitude
• Your attitude matters
• Your tone of voice
• How you say things
• Your body language
• Don’t be too casual
© Operational Excellence Consulting. All rights reserved. 7
B – Business Knowledge
• Are you knowledgeable?
 You are the person with
expertise
 Your knowledge of products/
services
 Demonstrate – show and tell
 Your knowledge of company’s
policies and procedures
© Operational Excellence Consulting. All rights reserved. 8
B – Business Knowledge
• Do you have proper tools?
 When you start work:
 Pull up customer database
 Have easy access to customer
files
 Ensure equipment are functional
 Is your work area organized
and neat?
 Is your appearance
professional?
© Operational Excellence Consulting. All rights reserved.
123’s of Customer Service
2
© Operational Excellence Consulting. All rights reserved. 10
123’s of Customer Service
• Deal with 1 customer at a time
• Customer service is a 2-way exchange
• Solve or identify issue in 3 minutes (or less)
© Operational Excellence Consulting. All rights reserved. 11
Deal with 1 customer at a time
• Concentrate only on
serving the customer
 Don’t get distracted
• Be personal
• Don’t let bad experiences
carry over
• Easy access to customer
information
© Operational Excellence Consulting. All rights reserved. 12
Customer service is a 2-way exchange
• Assure customer
• Listen actively
• Be honest
 Let the customer know what
you can do for him/her
• Ask questions
 Close questions
 Use closed-ended questions to
control the situation
 Open questions
© Operational Excellence Consulting. All rights reserved. 13
Summary
• The ABC’s of Customer Service
 A – Attitude
 B – Business knowledge
 C – Customer-orientation
• The 123’s of Customer Service
 Deal with 1 customer at a time
 Customer service is a 2-way exchange
 Solve or identify issue in 3 minutes (or less)
© Operational Excellence Consulting. All rights reserved.
About
Operational Excellence
Consulting
© Operational Excellence Consulting. All rights reserved. 15
About Operational Excellence
Consulting
• Operational Excellence Consulting is a management
training and consulting firm that assists organizations in
improving business performance and effectiveness.
• The firm’s mission is to create business value for
organizations through innovative operational excellence
management training and consulting solutions.
• OEC takes a unique “beyond the tools” approach to enable
clients develop internal capabilities and cultural
transformation to achieve sustainable world-class excellence
and competitive advantage. For more information, please visit
www.oeconsulting.com.sg
© Operational Excellence Consulting. All rights reserved.
END OF PREVIEW
To download this presentation,
please visit:
www.oeconsulting.com.sg

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Customer Service Basics by Operational Excellence Consulting

  • 1. © Operational Excellence Consulting. All rights reserved. Customer Service Basics © Operational Excellence Consulting. All rights reserved.
  • 2. © Operational Excellence Consulting. All rights reserved. 2 Objective • To understand the basics of customer service NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: http://www.oeconsulting.com.sg
  • 3. © Operational Excellence Consulting. All rights reserved. 3 Outline • The ABC’s of customer service • The 123’s of customer service
  • 4. © Operational Excellence Consulting. All rights reserved. ABC’s of Customer Service 1
  • 5. © Operational Excellence Consulting. All rights reserved. 5 ABC’s of Customer Service • A – Attitude • B – Business knowledge • C – Customer-orientation
  • 6. © Operational Excellence Consulting. All rights reserved. 6 A – Attitude • Your attitude matters • Your tone of voice • How you say things • Your body language • Don’t be too casual
  • 7. © Operational Excellence Consulting. All rights reserved. 7 B – Business Knowledge • Are you knowledgeable?  You are the person with expertise  Your knowledge of products/ services  Demonstrate – show and tell  Your knowledge of company’s policies and procedures
  • 8. © Operational Excellence Consulting. All rights reserved. 8 B – Business Knowledge • Do you have proper tools?  When you start work:  Pull up customer database  Have easy access to customer files  Ensure equipment are functional  Is your work area organized and neat?  Is your appearance professional?
  • 9. © Operational Excellence Consulting. All rights reserved. 123’s of Customer Service 2
  • 10. © Operational Excellence Consulting. All rights reserved. 10 123’s of Customer Service • Deal with 1 customer at a time • Customer service is a 2-way exchange • Solve or identify issue in 3 minutes (or less)
  • 11. © Operational Excellence Consulting. All rights reserved. 11 Deal with 1 customer at a time • Concentrate only on serving the customer  Don’t get distracted • Be personal • Don’t let bad experiences carry over • Easy access to customer information
  • 12. © Operational Excellence Consulting. All rights reserved. 12 Customer service is a 2-way exchange • Assure customer • Listen actively • Be honest  Let the customer know what you can do for him/her • Ask questions  Close questions  Use closed-ended questions to control the situation  Open questions
  • 13. © Operational Excellence Consulting. All rights reserved. 13 Summary • The ABC’s of Customer Service  A – Attitude  B – Business knowledge  C – Customer-orientation • The 123’s of Customer Service  Deal with 1 customer at a time  Customer service is a 2-way exchange  Solve or identify issue in 3 minutes (or less)
  • 14. © Operational Excellence Consulting. All rights reserved. About Operational Excellence Consulting
  • 15. © Operational Excellence Consulting. All rights reserved. 15 About Operational Excellence Consulting • Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. • The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. • OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information, please visit www.oeconsulting.com.sg
  • 16. © Operational Excellence Consulting. All rights reserved. END OF PREVIEW To download this presentation, please visit: www.oeconsulting.com.sg