The document outlines a customer service training program that teaches the acronym P.L.E.A.S.E. to represent key principles: P stands for being pleasant and positive with customers as this leads to better responses than a negative attitude. L stands for using logic and listening to understand customer needs and make informed decisions. E stands for bringing energy and enthusiasm to one's work to better serve customers. A stands for having a positive attitude and taking accountability for one's actions and words with customers. S stands for using smiles to diffuse situations and make customers feel more comfortable while also maintaining sobriety and clear-headedness. E stands for displaying empathy, keeping one's own emotions

1. Customer Service Training
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

2. P stands for pleasant & positivity
• This is the Number 1 rule.
• People respond positively when you are
pleasant than when you are sour.
• After all what curdles milk, lime or sugar?
• Positive responses add to the customer
experience.
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

3. L
Logic & Listening
• Understand the rules
• Make a decision and know why that decision
counts.
• Understand the bigger picture
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

4. E
Energetic & Enthusiasm
• Be energetic
• Love what you do
• Know what you are doing and
• Why you are doing it
• Do it with enthusiasm
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

5. A
Attitude & Accountability
• Having positive attitude keeps everything on
an even keel
• Ownership for what you say
• And for your action
• Demonstrates accountability and maturity
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

6. S
Smile & Sober
• A smile is contagious
• A smile defuses situations
• A smile makes you live longer and look younger.
• It takes 40 muscles to frown, 16 to smile.
• Smiling lowers your blood pressure.
• Sobriety- clearheadness
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

7. E
Empathy & Emotions
• Keep emotions in check
• Try to understand the other side
• Display empathy
• Demonstrate emotional maturity
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

8. Putting it together
Let us discuss!
Your ideas for each letter and examples where
you could have used that particular quality more
effectively.
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet

9. P.L.E.A.S.E.
PLEASE ensure that the customer feels
welcomed and experience superior quality
service.
Remember every action has an equal and opposite
reaction!
YOU CHOOSE!
09/01/2019 16:47:32 Developed by Elaine Oxamendi Vicet