Customer service

“Security service is
military in nature yet
civilian in approach”
- Anonymous-

BASIC FUNCTIONS OF A SECURITY GUARD
 TO PROTECT THE LIVES AND
PROPERTY OF THE CLIENTS.
 TO IMPLEMENT THE POLICY OF THE
CLIENT & AGENCY.
 PATROLLING
 RECORDING
 MONITORING
 FRISKING
 INVESTIGATING
 EVALUATING

CUSTOMER
RELATIONS SERVICE
Is an organized, systematic and sustained
effort of every personnel to help attain
customer satisfaction and goodwill for the
company by providing quality products and
rendering efficient and courteous services
through professional action.

()
Because, every employer within the
organization / company is involved in the
pursuit of common objective and purpose,
that is CUSTOMER SATISFACTION.
Why Organized Effort?

Because, it requires a proper planning and
conscious striving towards a common goal,
that are PROFIT, GROWTH and GENUINE
SERVICE.
Why Systematic Effort?

rpcchicagosmsf
Because, it must be continuously carried
out with the same vigor and enthusiasm
every day throughout the year, that is
CONSISTENCY OF PURPOSE.
Why Sustained Effort?

()
WHY IS THE CUSTOMER THE MOST
IMPORTANT PERSON IN A BUSINESS?
BECAUSE THE CUSTOMER ...
 has a need, we have a job to do.
 has a choice, we must be the better choice.
 has sensibilities, we must be considerate.
 has an urgency, we must be quick.
 is unique, we must be flexible.
 has high expectations, we must excel.
 has influence, we have the hope of more
customers.

()
And because of the
customers …
We exist !!!

“ People expect good
Service but few are
willing to Give it”
- Robert Gately

YOUR
ORGANIZATION
YOUR
CUSTOMER

CUSTOMER SERVICE EQUATION
SERVICE =

1. EXTERNAL CUSTOMERS
 business partners.
 who either buy our products
and services or anyone outside
the company that we deal with
our business transactions.
WHO is OUR CUSTOMER?

2. INTERNAL CUSTOMERS
 whom we work inside the
organization.
 ones we encounter in our daily work
and seek our assistance on any
particular concern they may have.
WHO is OUR CUSTOMER?

HOW TO DELIVER
GREAT CUSTOMER SERVICE
- acknowledge sincerely and
how genuine smile.
- personalize your greeting by
saying the customer’s name.
- show warm accommodation
and friendly attitude.
- immediately your undivided
attention.
- thank the customer for his /
her presence.
GREET
RECOGNIZE
EXPRESS
THANK
ATTEND

DO’s in CUSTOMER SERVICE
CONCERN - “How may I help you?”
APPRECIATE - “Thank you for your presence!”
RESPECT - “Yes, yes you are right.”
EMPHATIZE - “ Yes, I understand your situation.”

DON’T’s in CUSTOMER SERVICE
 Neglect customer’s need
for assistance.
 Ignore the customer.
 Frown at the customer.
 Argue with the customer.
 Appear disinterested in
the presence of the
customer.

1. The Customer is
King.
2. The Customer is
always right.
3. Never argue with a
customer, you may
win the argument
but loose the
customers.
Three (3) Commandments of
Customer’s Service

1. Give priority to complaint
resolution.
2. Listen.
3. Do not interrupt.
4. Never argue.
5. Be a professional.
6. Be calm and moderate.
7. Accept his/ her feeling.
Basic Pointers in
Handling Complaints

8. If service is faulty, make apologized in
behalf of the office of your comrade.
9. Be open minded.
10. Be gracious and courteous.
11. Don’t be defensive. Never settle a
complaint or problem in front of the
client.
12. Never pass the buck.
13. If the customer remains too upset and
will not accept an explanation, call
your supervisor.

CUSTOMER
SATISFACTION &
REPEAT BUSINESS
WITH THEM
PRACTICE
PASSION FOR
CUSTOMER
SERVICE
APPLICATION
OF WHAT WE
HAVE
DISCUSSED/
LEARNED
TODAY
Summary

“Our greatest asset is the
customer!
Treat each customer as if
they are the only”
Laurice Leitao

Test
1.) The equation of Customer Service are composed
of:
and .
2.) What are the 2 Kinds of Customer?
3.) Give at least 3 Basic Points of Handling
Customer Complaints.

TEN
COMMANDMENTS OF
HUMAN RELATIONS

Customer service

More Related Content

What's hot

Similar to Customer service

Recently uploaded

Customer service