Customer Service Essentials Training by Milen Marinov

1. CUSTOMER SERVICE

2. BASICS IN CUSTOMER SERVICE
• There is only one boss – THE CUSTOMER
• ALWAYS Listen to THE CUSTOMER!
• ALWAYS be polite and respectful!
• Create friendly communication
• Create connection

3. What does Customer Service mean
Customer Service means to deliver qualitative
product and services, which satisfy and
exceed the needs and expectations of the
customer and make him come again.
Good Customer Service means much more:
Increased Sales, Happy employees, High
moral.

4. Small Actions – Huge Results
• The customer is usually ready to spend at least 10% more for
the same product with a better service
• When a customer receives good service he/she would share it
with 10-12 people
• When the service is bad, it can be shared with up to 20
people
• There is a chance of 82% that the customer will buy from the
same company when he/she is happy with the service
• The chance that the customer does not come back again, if
he/she is unhappy is 91 %
• Often the question lies not that much in the offer itself but
much more so in the way it is presented

5. Customer Service = Responsibility
Professional qualities for Customer Service:
• Friendly attitude, combined with politeness and respect
• Understanding: the customer needs to feel, that his needs
and wishes are well understood
• Adequacy: the customer wants to feel, that he receives
adequate attention and reasonable answers
• Informativeness: the customer needs to be informed about
the services in logical and timely effective way
• It is important that the service providers are informed
adequately. NEVER the answer should be “I do not know”!!!

6. There is only one “First impression”
• Always think about the needs of the customer
• Show personal responsibility for the customer
• Offer quick solution for the problem of the customer
• Offer immediate assistance
• Show sincerely friendly attitude
• Use the customer’s name in the conversation
• Speak with a pleasant voice tone
• Show polite and attentive manners
• Have pleasant appearance
• Have a sincere SMILE

7. Factors provoking negative
attitude
• Letting the customer wait
• Not answering a phone call timely
• Not using “Please” & “Thank you”
• Talking loud or with a condescending tone with customers or
colleagues
• Making faces, grumpy grimaces, distanced behavior, not smiling
• Looking untidy or as you do not care much about your own
appearance
• Apathetic or lifeless handshaking
• Fulfilling another activity while speaking with or servicing a
customer

8. What should we always remember
• The Smile – the face expression determines the positive tone
before the conversation has been even started
• Eye contact – always unostentatiously and pleasantly attempt to
establish eye contact with the customer
• Appearance: personal hygiene and appearance play significant role
for the impression we leave in the customer: dirty or badly kept
hands, hair, ill breath or untidy clothing may lose otherwise
satisfied customer
• Handshaking, when necessary should be professional and firm, but
not too strong
• Attention – when listening to a customer lean slightly towards
him/her and lightly nod to show that you follow the conversation

9. What should we always remember
• Tone of the voice – always speak with kind and friendly tone.
NEVER raise your voice due to anger! No matter how
difficult or unpleasant the customer might be or behave
• Hand articulation: use reaffirming hand gestures to support
your words
• Private space – always leave adequate private space between
yourself and the customer
• Body posture: The posture of the body has to show attention,
friendly attitude and openness
• Observation: Observe how the customer behaves and what
provokes his/her positive reactions while served

10. It is not about what you are saying,
but the way you are saying it
• A flat tone of the voice tells the customer:
“I do not like my job and prefer to be somewhere else”
• The slow speaking speed tells:
“I’m bored. Do not bother me with your problems!”
• The quick speed of speaking says:
“I’m agitated”
• The high pitch of the voice says: “I’m angry and
aggressive”
• Always speak with a friendly tone, moderate and
enthusiastically

11. 10 Wrong vs. 10 Right Answers
Wrong attitude Right attitude
I do not know! I will find out!
No! What I can do is...
That is not my business! Let me find for you the person, who can
help you!
You are right – this is bad. I understand your position.
That is not my fault. Let’s see what we can do about that.
When do you want it? I will do my best.
Relax! My apologies!
I’m busy now. I will be with you in just a second.
Call again later. We will call back. Would you like to leave
your telephone number.
The opposite. Actually...

12. In practice – serving the customer
• Listen
• Express your sincere apology
• Do not argue & do not interrupt
• Do not loose calmness & self-control
• Name the facts
• Visualize the problem
• Involve the customer in the solving process offering alternatives
• Follow up
• Leave an “open door” to the customer, in case he has been mistaken or
wrong
• NEVER question the right of the customer

13. Problem solving
• Ask the necessary questions to find out complete information
and fuller picture about the situation
• Find out what exactly the customer needs you to do for him
• First explain what you can do and then carefully add what you
won’t be able to do
• Discuss in detail all opinions and then take decision what
needs to be done
• Undertake immediately this, that has been discussed
• Check the result to assure yourself that the customer is
completely satisfied with the solution

14. Good Customer Service Examples
• The taxi driver, who opens the door for you
• The IT-technician, who calls a week later to check if
everything with the repairs is fine
• The car dealer, who calls a month later to check if
you are happy with the bought car
• The guy from the gas station, who cleans your
windshield
• The cable TV provider, who calls to check if you are
satisfied with the service

15. Principles we should follow
• Be on time, open on time, deliver on time
• Keep your promises
• Go the extra mile for your customers
• Offer to your customers choices
• Show empathy towerds upset customers
• Treat your customers like THE MOST IMPORTANT
part of your business
• Treat your colleagues the same way as your
customers

16. The benefits of the Good Customer
Service for the company
• Lower fluctuation
• Less complaints
• Higher productivity
• Better work environment
• Higher profit

17. The benefits of the Good Customer
Service for the employees
• Better self-awareness & self-control
• Better work environment
• Happier life out of work
• Less complaints
• Less stress
• More returning business
• More recommended business
• Better reputation
• Higher work ethics & moral