This document discusses key aspects of effective customer service. It defines customer service as forming relationships where customers feel special and want to continue and expand their business. Customers expect companies to demonstrate trust, responsiveness, empathy, assurance and attention to tangible aspects. Good customer service requires listening skills, attentiveness, patience, clear communication, positive language, time management, responsibility and a willingness to improve. The document provides tips for demonstrating each of these qualities to enhance the customer experience.

1. Presented by ……

2. What is customer service?
• Customer service is forming a relationship with customers – a
relationship that individual customer feels that he would like to pursue.
• Kind of service that makes customer feel special, service that makes
him/her want to come back and do more business with the company and
recommending the company to other people.

3. What do customers expect?
Customers always expect a TREAT!!!!
Trust
(ability to provide what was promised, dependably and accurately)
Responsiveness
(willingness to help customers promptly)
Empathy
(degree of caring and individual attention you show to customers)
Assurance
(knowledge and courtesy you show to customers, and ability to convey trust)
Tangibles
(physical facilities and equipments, and your own (and others’) appearance)

4. TYPES OF CUSTOMERS
EXTERNAL CUSTOMERS
include not just the paying
customer but also anyone
who receives the benefit of
the goods and services.
INTERNAL CUSTOMERS
are specific people and
departments who play in
helping you to serve external
customers.

5. 1. Commit to quality service.
- create a positive experience for the customer.
- go above and beyond customer expectations.
2. Know your job / have good technical knowledge
- helps win a customer’s trust and confidence.
3. Know your customers.
- tailor your service approach to their needs and buying habits.
- get to the root of customer dissatisfaction by talking to people
and understanding complaints.
4. Treat people with courtesy.
- every contact with a customer leaves an impression.
- use phrases like “sorry to keep you waiting” , “thanks for your
order”, “you’re welcome” and “ it’s been a pleasure helping you”.
5. Never argue with a customer.
- be solution focused than problem focused.
-
10 RULES FOR GREAT CUSTOMER SERVICE

6. 6. Don’t leave customers hanging.
- all communications with a customer needs to be handled with a sense of
urgency.
7. Always provide what you promised.
- failure to do this is a sure way to lose credibility with your customer.
- if you can’t make good on your promise, apologize and offer some type of
compensation.
8. Focus on your purpose
- give best you can
-show that the problem is easy to solve.
9. Assume that customers are telling the truth.
- majority of customers don’t like to complain; in fact, they’ll go out of their way to
avoid it.
10. Make the process easy.
- make the process simple and user-friendly.

7. 10 interpersonal skills for being awesome at customer service.
1. Effective listening
2. Attentiveness
3. Patience
4. Self Control
5. Clear communication skills
6. Ability to use positive language.
7. Persuasive speaking skills
8. Time management
9. Taking responsibilities
10. Willingness to improve.

8. Listening skills
Listening is the key to effective
communication. Without the
ability to listen carefully to
what a customer is saying, a
message could be easily
misunderstood and
misinterpreted.
Listening isn’t just about
hearing. A good listener will
not only listen to what is being
said, but also what is left
unsaid or partially said

9. Various stages to listening
Hearing
Focusing on the message not the person
Comprehending and interpreting
Analyzing and Evaluating
Responding
Remembering

11. Attentiveness
Attentiveness should run
through every customer service
experience – during the
interaction and after it’s over.
•Paying close attention
•Showing care for the needs or
desires of others caring or
courteous.

12. Patience
• customer service might be a stressful and challenging.
• You have to deal with confused, frustrated and angry customer.
• patience is a real virtue and the way you respond to those customers
• Remember that most cases a customer is upset with something that has nothing to do with you
personally.

13. Self-Control
•Maintaining self-control is paramount in
customer service.
•Treating each customer interaction separately
regardless of how bad the previous one was
•Keep in mind that each new customer presents a
completely new issue
•Frustrated customer from the previous call bears
no relation to the next customer waiting to be
taken care of.

14. is what ??
It is a process of exchanging –
Information
Ideas
Thoughts
Feelings
Emotions
Through –
Speech
Signals
Writing
Behavior

15. Clear communication skills
•If you are not a great communicator, you will probably
not go far in customer service.
•An ability to communicate clearly and effectively
verbally (no mumbling) and written (strong typing,
spelling and grammar skills) is essential.
•Avoiding miscommunications that might lead to
misunderstandings and unwanted consequences
•Then it comes to important points, you need to
communicate things clearly, simply and leave nothing to
doubt.

18. Ability to use ‘positive language
The way you express yourself will affect whether your message is perceived positively or
negatively.
When talking to your customers face-to-face or over the phone, body language, face expressions
and tone of voice convey far more than the meaning of the words.

19. Persuasive speaking skills
• Being a persuasive speaker can dramatically
improve your customer interactions.
• The secret of persuasive speaking is putting
the verbal focus on the target of persuasion
rather than on the speaker.
• In practice, it means calling a customer by
name, using action-oriented words, the
active tense in words or phrases instead of
the passive tense
• Putting your customers at the center will
make them feel more respected and
appreciated.

20. Time management
Are you able to manage your working time efficiently?
Effective time management includes
• smart planning,
•setting goals and priorities,
•minimizing interruptions,
•handling procrastination and
•delegating responsibilities.

21. What steals your time?
•Interrupting
•Unclear job definition
•Poor communication
•Equipment failure
•Untrained staff
•Lack of authority
•Interoffice travel
•Mistakes of others
•Unnecessary meetings
•Waiting for answers.

24. Taking responsibility
•When things go wrong, customers expect you to take responsibility for the
problems or negative experiences
•It starts first of all with being able to sincerely apologize to a customer on
behalf of your company, even when a problem or a situation that caused
customer’s frustration was not your fault at all.
•It also means your readiness to do whatever it takes to make sure the issue
gets fixed as quickly and efficiently as possible.

25. Willingness to improve
In customer service, there’s always room
for improvement and it always pays to
invest in yourself.
If you’re not seeking to get better at what
you’re doing, you might end up being left
behind by those willing to invest in their
skills and self-improvement.

26. Thank you