This document provides an introduction to customer service concepts at HORLAR IT SOLUTIONS. It discusses that customer service involves identifying and fully satisfying customer needs. It also notes that good customer service leads to customer satisfaction and loyalty, while poor service causes customers to go elsewhere. The document emphasizes that attitude drives actions in serving customers, and that the company aims to satisfy customers at all times. It also outlines customers' expectations around safety, clear information, impartiality, specialized solutions and excellent service.

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INTRODUCTION TO CUSTOMER SERVICE
Customer service in HORLAR IT SOLUTIONS, is the
whole activity of identifying our customers’ needs in all
complexity and ramification, satisfying them fully, and
keeping them satisfied.
Our customers are people who buy our services, while our
potential customers involves everyone.

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CUSTOMER SERVICE OVERVIEW
 Providing good customer service is a vital part of
managing a business. Most customers have the
option to go elsewhere if the quality of customer
service is lacking. On the other hand, good
customer service is a source of competitive
advantage.
 Good customer service leads to customer
satisfaction. Satisfied customers are more loyal
and profitable. Dissatisfied customers take their
money elsewhere – and tell their friends about
the poor service they have received.

3. WHAT DRIVES OUR ACTIONS
It is a well established fact that our actions
toward others, most times, are as the result
of our attitude.
In SMARTSMS, we cultivate and develop
the attitude of a strong desire to satisfy our
customers at all times, this attitude drives all
our actions.
L. A. S. T should always be our watch word.
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 Safety and security
Clear and accurate information
Impartiality and objectivity
Perfect Solutions
Special needs catered for
Effective and excellent service
CUSTOMERS’ EXPECTATIONS

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HOW MEANING IS COMMUNICATED
An agent needs to communicate with the most
suitably understandable language, speaking in
a clear and dignified manner.
Use of illustrations and examples
Asking questions
Repeating complaints
Accepting blames
proffering solutions
Brief explanation of the situation when needed

6. HOW IMPORTANT IS TONE
Even if they are effectively helped, a seemingly
rude tone in our conversation can give
customers these wrong views about us:
Bad Attitude
Poor Training
Boredom
Internal Problems
Not equal to the task

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VOICE QUALITY
This is defined as the characteristic auditory
coloring of an individual's voice.
Below are some of the characteristics.
CLEARITY/SHARPNESS
STABILITY
ATTRACTIVE
FLUENCY

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BARRIERS TO LISTENING
LACK OF LISTENING PREPARATION
SELECTIVE ATTENTION
NOISE
VOLUME LEVEL OF VOIP
AUDIBILITY
AGUMENT/INTERRUPTION
PREOCCUPATION
LACK OF INTEREST

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CONCLUSION
May we all individually consider ourselves as
an important part of this very unique body
“SMARTSMS”, and continue to give excellent
customer service to our clients.
THANK YOU!

10. QUESTIONS
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