Customer Service Excellence

1. Customer Service Training
Introduction – Metamorphosis Marketing
The Aim
This training session will give you the knowledge
and skills to implement a programme of
Customer Service Excellence throughout your
company.

2. Objectives
Once this workshop is completed participants will be able
to:
 List key elements of customer service.
 Outline & explain 5 basic needs of customers.
 Identify the everyday practices needed to provide
excellent customer service.
 Demonstrate how to make a positive impression.
 List steps require to commence the problem solving
process in customer service
 List the benefit of providing excellent customer service.

3. 3 Key elements of Customer
Service
Expand your definition of service
Identify your customer
Develop a customer friendly approach.

4. 5 Basic needs of a customer
1) Friendliness – courtesy & politeness
2) Empathy – appreciate customer
wants/circumstances
3) Fairness – adequate attention and reasonable
answers
4) Control – influence on the outcome
5) Information – product knowledge in a appropriate
and time sensitive manner

5. Everyday excellent customer
service practices
Be on time, open on time, deliver on time
Provide your customer with options or
alternatives.
Communication: stay in contact with you
customer.
Go the extra mile.
Express empathy with an upset customer.
Treat customer as the most important part
of your job.
Introduce yourself and provide contact
details.

6. First Impressions
Positive Impression Negative Impression
 Friendly
 Offer immediate
assistance
 Neat & presentable
 Quick problem solving
 Use of pleasant tone
 Taking personal
responsibility for
customer
 Use customers name in
conversation
 A genuine smile
Making customer wait
Ignoring a ringing phone
No Manners – please &
thank you
Speaking loudly
Speaking in condescending
tone
Facial expressions –
frowning/acting distant/no
smile
No handshake
Focus elsewhere

7. 10 interpersonal actions to make an
impression
1. Smile
2. Eye Contact
3. Appearance
4. The hand shake
5. Be attentive
6. Tone of voice
7. Hand gesture
8. Personal Space
9. Posture
10. Observation

9. Problem solving process
When providing excellent customer service –
handling a complaint means accountability,
responsibility, and taking action to satisfy the
customer.
 Listen without interruption giving the customer your
full attention.
 Behave appropriately without aggression and
without arguing.
 Do not make excuses
 Thank the customer for drawing your attention to
the problem.
 Express sympathy and full understanding
 Take action to resolve the issue.

10. Resolving a complaint
Ask
Questions
Identify
needs
Explain
Discuss
options
Take
action
Follow up
Happy
Customer

11. Good customer service Poor customer service
Customer will spend up
to 10% more for the
same product/service.
When customers receive
good customer service
they tell 10-12 people
There is an 82% chance
customer will repurchase
for a company where
they are satisfied.
They tell up to 20 people
and perhaps even more
if they air their
grievances with your
company on social
media.
There is a 91% chance
that poor service will
dissuade a customer
from going back to a
company.

12. Benefit of Excellent Customer
Service
Satisfied Customers
Customer Retention – excellent customer
service that wins you a customer for life.
Improved confidents of staff members
Improved staff morale
Better teamwork
Increased profits

13. Contanct
@jomullmarketing
Metamorphosis Marketing
Wwwmarketingbyjo.com