The document discusses the importance of customer service and providing superior customer experiences. It notes that customers are the reason companies exist and are the source of revenue. Superior customer service is defined as exceeding customer expectations and making them want to return. The document outlines what customers expect, such as being listened to and having their needs addressed. It provides tips for customer service representatives to have a positive attitude, greet customers with a smile, address their needs, apologize when things go wrong, and maintain composure when dealing with difficult customers.

1. CUSTOMER SERVICE
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2. CUSTOMER SERVICE “WHY”
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3. CUSTOMER SERVICE “WHY”
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4. CUSTOMER SERVICE “WHY”
 Why do we need to treat the customers well?
 They are the reason for my job.
 They are the reason the company exists.
 They are the reason of making money.
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6. CUSTOMER SERVICE
 What is Superior customer service?
 Providing services in a way which delights the
customer is good customer service.
 Service that exceeds customer expectation and
makes you stand out from rest of the competitors.
 Service that makes the customer to visit again and
again.
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7. CUSTOMER SERVICE “GOOD VS BAD”
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8. WHAT DOES THE CUSTOMER EXPECTS
FROM US
 We listen to him.
 Understand his needs or problem.
 Acknowledge his problem.
 Provide solutions.
 Provide precise and accurate information.
 Act quickly.
 Caring Attitude.
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9. QUALITIES REQUIRED FOR EXCELLENT
CUSTOMER SERVICE
 Good knowledge of the product or services offered.
 Listening abilities.
 Question or probing techniques.
 Caring attitude.
 Quick thinking.
 Speedy and timely resolution of complaints.
 Service with a smile
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11. Greet&
APPROACH
Build Value
Offer
Solution
Gain
Agreement
EDUCATE
Thank &
Depart
5KEY
Behaviours
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12. CUSTOMER SERVICE REPRESENTATIVE
• Quality customer service relies on good agent, so it
is important that the agent possesses the right
attributes and qualities to deliver exceptional
customer experience.
• A good agent is one who has the right mix of head
and a heart. One who enjoys his work and has the
right attitude towards life. Of all the qualities attitude
is the most important one.
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13. A POSITIVE ATTITUDE MAKES A BIG
DIFFERENCE
 Always be positive and enthusiastic.
 Smile, be friendly and positive.
 Your attitude is going to mirrored back by the
customer.
 A bad mood or a bad day could be taken care of by
right attitude.
 Customer doesn’t care if you had a bad day.
 leave your problem at home.
 Customers expect you delight him by your services.
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14. SUPERIOR CUSTOMER SERVICE
 Greet the customer with a smile.
 Use the last name to address them prefixed by Mr,
Ms or Mrs.
 Don’t use their first name unless asked to.
 You should sound energetic and confident.
 Compliment them for any special feature visible i.e a
nice tie, watch, decorated office, nice voice etc.
 Be a good listener.
 Identify and anticipate needs.
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15. SUPERIOR CUSTOMER SERVICE
 Make customer feel important and appreciated.
 Make customer understand your product and
system.
 Be ready to help.
 Listen to their requirements.
 Provide appropriate suggestions.
 Be alert keep an eye on customer choice and
preferences.
 Apologize when things go wrong.
 Give more then expected.
 Get regular feedback.
 Thank the customer for their visit.
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16. HANDLING DIFFICULT OR ANGRY CUSTOMERS
1) Apologize: An apology makes the angry
customer feel heard and understood. It defuses
anger and allows to establish trust.
2) Diplomacy and Empathy: Use carefully worded
sentences and phrases to kill the anger brewing
in them like “Getting to the bottom of this issue
is as much important me as it is to you” or “ I
am sorry to hear that”
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17. HANDLING DIFFICULT OR ANGRY CUSTOMERS
3) Responsibility: Acknowledge the deficiency in the
service. Commit to them that you will take care
of the issue or investigate the matter personally
and will callback within a required timeframe.
4) Computer Mode: If the customer is still angry and
irate then get into computer mode, computer
mode is unemotional neutral. This forces the
customer to stop right in their tracks as you don’t
fall into the emotional trap and it helps you to
regain control.
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18. HANDLING DIFFICULT OR ANGRY CUSTOMERS
5) Assertive : If the situation further escalates or the
customers gets abusive get assertive ask “ Have I
personally done something to harm you”, I am here to
help if you don’t want that than call when you need it.
6) Appreciate : Show appreciation for the feedback. Thank
the customer for his patience. Welcome customer
complaints.
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19. MANAGING YOURSELF
 Do not return anger with anger. Remember
customer has nothing personal against you he is
reacting to the deficiency in service.
 Don’t get emotional.
 Don’t react respond.
 Keep control of situations.
 Apologize whenever required.
 Be calm and composed always.
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