This document discusses customer service best practices. It defines different types of customers, including direct, indirect, internal, and external. It emphasizes that customers are the reason businesses exist and should be treated accordingly. The document outlines key pillars of customer service like sincerity, value, courtesy, professionalism, and helpfulness. It also stresses the importance of effective communication, managing customers' first impressions, planning good customer care, understanding service standards, and developing customer service skills. The overall message is that understanding customers' needs and providing excellent service is crucial for business success.

2. • WHO IS SB CUSTOMERS
• TYPES OF SB CUSTOMER
• CUSTOMER SERVICE PILLARS
• COMMUNICATING EFFECTIVELY WITH CUSTOMERS
• POSITIVE ORGANIZATIONAL IMAGE
• PLANNING GOOD CUSTOMER CARE
• SERVICE STANDARDS
• CUSTOMER SERVICE
• ATTITUDE CHECKLIST
• SKILL FOR CUSTOMER SERVICE

3. DEFINITION OF A CUSTOMER
CUSTOMERS ARE PEOPLE WHO NEED YOUR ASSISTANCE. THEY ARE NOT AN
INTERRUPTION TO YOUR JOB, THEY ARE THE REASON YOU HAVE A JOB

4. 1. WHO IS OUR CUSTOMER?
2. WHAT IS THERE EXPECTATION?
3. DIRECT CUSTOMER REFLECTIONS
4. CUSTOMER EXPECTATIONS
5. UNDERSTANDING YOUR CUSTOMERS
6. DO WE KNOW WHO THEY ARE? WHERE THEY ARE?
7. WHY THEY NEED US?

5. DIRECT :
INDIRECT :
INTERNAL :
EXTERNAL :
INDIVIDUALS OR ORGANIZATIONS WHO AVAIL THEMSELVES OF YOUR PRODUCTS
(RESULTS, OUTPUTS) OR SERVICES (EXPERTISE, KNOWLEDGE) FOR THEIR PERSONAL OR
ORGANIZATION’S USE.
INDIVIDUALS OR ORGANIZATIONS THAT BENEFIT FROM YOUR PRODUCTS OR SERVICES
THROUGH ANOTHER PARTY OR FROM A DIRECT CUSTOMER.
ANOTHER PERSON, YOUR BOSS, A GROUP OF PEERS, ANOTHER DIVISION OR ANOTHER
DEPARTMENT WITHIN THE ORGANIZATION THAT DEPENDS ON PRODUCTS OR SERVICES
YOU PROVIDE.
AN INDIVIDUAL, A GROUP OF INDIVIDUALS OR ANOTHER ORGANIZATION OUTSIDE OF
YOUR ORGANIZATION THAT DEPENDS ON PRODUCTS OR SERVICES YOU PROVIDE.

6. • SINCERITY. THIS IS ONE OF THE MOST IMPORTANT HALLMARKS IN CUSTOMER SERVICE. SINCERITY BUILDS TRUST AND CONFIDENCE IN YOUR PERSONAL DEALINGS WITH CUSTOMERS. THIS
FIRST PILLAR HELPS TO BUILD REPEATED CUSTOMER SALES FOR YOUR GOODS AND SERVICES. SINCERITY BUILDS TRUST AND THIS IN TURN HELPS TO BUILD LASTING BUSINESS
RELATIONSHIPS
• VALUE. YOUR CUSTOMERS NEED TO SEE VALUE NOT ONLY IN THE PRODUCT YOU ARE SELLING BUT ALSO IN THE SERVICE YOU ARE PROVIDING. VALUE
TRANSCENDS MORE THAN JUST YOU SELLING A PRODUCT OR PROVIDING A SERVICE. TREAT EVERY CUSTOMER AS THOUGH THEY ARE THE ONLY ONE IN
TOWN. GIVE EACH CUSTOMER YOUR UNDIVIDED ATTENTION! IF YOU HAVE AN INTERNET BUSINESS, MAKE SURE YOU HAVE THE NECESSARY TOOLS THAT
WOULD MAKE YOUR CUSTOMERS FEEL THAT THEIR PRESENCE AT YOUR WEBSITE IN HIGHLY VALUED.
• COURTESY. THIS IS THE TOPPING ON THE CAKE! CONNECT TO YOUR CUSTOMERS IN A VERY PERSONAL WAY THROUGH AN ATMOSPHERE OF PLEASANT
PERSONAL INTERACTION. REMEMBER, BUSINESSES PROSPER ONLY WHEN PEOPLE SPEND MONEY! HAVING A NEGATIVE ATTITUDE WILL ALWAYS HURT YOUR
BUSINESS. SMILE AND GREET EACH CUSTOMER WARMLY.
• 4. PROFESSIONALISM. ALWAYS APPEAR PROFESSIONAL; YOUR SPEECH, YOUR MANNER OF DRESS AND HOW YOU RELATE TO YOUR CUSTOMERS AND FELLOW
WORKERS. SHOW RESPECT TO EVERYONE AND IF YOU DON'T KNOW HOW TO DO A CERTAIN TASK ALWAYS ASK YOUR SUPERVISOR OR THOSE IN AUTHORITY.
• 5. HELPFULNESS. BEING HELPFUL IS ANOTHER IMPORTANT PILLAR IN CUSTOMER SERVICE. DEPENDING ON WHAT YOU SELLING OR THE SERVICE YOU ARE
PROVIDING YOUR CUSTOMERS NEED TO KNOW THAT YOU ARE THERE TO ASSIST THEM UNTIL THEY GET IT RIGHT.
• 6. KNOWLEDGE OF PRODUCT. ONE OF THE GREATEST SINS IN CUSTOMER SERVICE IS WHEN YOU DON'T HAVE A CLUE IN REGARDS TO WHAT YOU ARE
SELLING TO YOUR CUSTOMERS. SOME PEOPLE WANT TO HAVE A BUSINESS SELLING PRODUCTS; BUT THEY HAVE ABSOLUTELY NO CLUE ABOUT WHAT THEY
INTEND TO SELL. YOU NEED TO KNOW WHAT YOU ARE SELLING TO YOUR CUSTOMERS SO YOU CAN HAVE REPEATED SALES IN THE FUTURE.
• 7. THE CUSTOMER IS BOSS! IF YOUR BUSINESS IS THE TRADITIONAL BRICK AND MORTAR OR AN ONLINE ESTABLISHMENT YOU NEED TO KNOW THAT EVERY
CUSTOMER OR POTENTIAL CUSTOMER IS BOSS! THE PRIMARY FUNCTION OF ANY BUSINESS IS TO ATTRACT CUSTOMERS WHICH IN TURN WILL SPEND MONEY
FOR THE BUSINESS TO BE A PROFITABLE ENTITY.

7. 1. HAVE WE EVER TRAINED OURSELVES OR OUR STAFF?
2. IS THERE ANY RESPONSIBILITY WE SHOULDER BUT NOT
RECOGNIZED?
3. DID WE EVER BLAME OURSELVES AND PROMOTED OURSELVES
AFTER WE SHOULDER OUR RESPONSIBILITY?
4. WHO IS SHABELLE BANK?

8. …how the customer wants to be treated and
did he/she meet his expectation?
EXAMPLE:
“BRIEF DESCRIPTION OF THE PRODUCT AND SERVICE.”
CUSTOMER EXPECTATIONS:
 THERE’S AN “INFORMATION” PERSON (DIRECT CUSTOMER KNOWLEDGE “STAFF”)
 NO LINE OR SHORT WAIT IN LINE
 THE INFORMATION PERSON IS KNOWLEDGEABLE AND PATIENT (DIRECT CUSTOMER KNOWLEDGE “STAFF”)
 DIRECTIONS OR SIGNAGE ARE CLEAR AND EASY TO UNDERSTAND (DIRECT CUSTOMER AWARENESS “BUSINESS DEVELOPMENT DEP OR
MANAGERIAL“)
 DIRECTIONS ACCURATE (DIRECT CUSTOMER AWARENESS “BUSINESS DEVELOPMENT “)

10. DEFINITION:
WHAT DESCRIBES GOOD SERVICE AND BAD SERVICE?
GOOD CUSTOMER SERVICE IS TAKING THAT EXTRA STEP TO HELP WITHOUT BEING
ASKED! IT’S ALL ABOUT ATTITUDE AND SKILLS.
Communicating Effectively with Customers

11. EYE CONTACT & VISIBLE MOUTH
BODY
LANGUAGE
SOME QUESTIONS
ENCOURAGEMENT
SILENCE TO CONTINUE
SUMMARIZING CHECKING FOR
UNDERSTANDING
WHAT HAS BEEN SAID SMILING FACE
Effective
Communication skills
Effective communication skills

12. FIRST IMPRESSIONS COUNT AND WILL AFFECT THE INTERACTION.
PEOPLE MAKE JUDGEMENTS IN THE FIRST 30 SECONDS.
GOLDEN RULE – CUSTOMER IS KING. YOU ONLY HAVE ONE CHANCE TO MAKE A
FIRST IMPRESSION!
Positive organizational Image

13. • RECORDING PROCEDURES (WHEN ARE YOUR BUSY TIMES)
• REPORTING PROCEDURES (MEETING ORGANIZATIONAL/ FUNDING/
LEGISLATIVE REQUIREMENTS)
• OBSERVE AND REPORT CUSTOMER NEEDS
• BE PROACTIVE IN IMPROVING SERVICE
• MARKET YOUR ORGANIZATION
• HAVE PROCESSES AND PROCEDURES FOR DEALING WITH DIFFICULT
SITUATIONS BEFORE THEY HAPPEN AND MAKE SURE STAFF ARE TRAINED.
Planning good customer care

14. HOW CAN WE CONTRIBUTE TO THE DEVELOPMENT AND MAINTENANCE
OF SERVICE STANDARDS OF IN OUR ORGANIZATION?
• READ AND UNDERSTAND OUR ORGANIZATION'S POLICIES AND PROCEDURES.
• BE PROMPT AND EFFICIENT
• ENSURE SERVICES ARE DELIVERED IN ACCORDANCE WITH LEGISLATIVE OR
STATUTORY REQUIREMENTS
• MAINTAIN ACCURATE RECORDS
• ENSURE ANY SPECIAL NEEDS OF CUSTOMERS ARE TAKEN INTO ACCOUNT
Service standards

15. • REWARDS FOR EXCELLENT CUSTOMER SERVICE
• INCREASED CUSTOMER LOYALTY
• POSITIVE WORD-OF-MOUTH
PROMOTION
• HAPPIER CUSTOMERS
• MORE PRODUCTIVE AND HAPPIER EMPLOYEES
• SMOOTHER WORKING OPERATIONS
Customer service

16. Attitude checklist

17. Skills for customer service
• KNOW ABOUT YOUR ORGANIZATION
• LEARN THE TECHNICAL PARTS OF THE JOB
• COMMUNICATE WELL
• BE CONSISTENT
• BE ORGANIZED
• KNOW YOUR PLACE IN THE TEAM AND BE A TEAM PLAYER

18. THANK YOU FOR YOUR ATTENTION…….