The document outlines essential skills and strategies for front-line managers in customer service, emphasizing the importance of understanding customer needs and satisfaction. It highlights key attributes such as friendliness, good communication, and responsiveness, as well as best practices to enhance customer experience. Additionally, it stresses the management hierarchy in relation to customer service roles.

1. 11
BY
Dr. Muhammad Iqbal
MyOpenUniversity.com
<iqbalarfeen@hotmail.com>
Customer Services for
Frontline Managers

2. 22
Contents Overview
 Who is Your Customer?
 Customer Satisfaction Model
 Level of Management Importance
 Front-line Managers Needed Skills
 What Is Personality?
 Personality Development
 Video clips on Customer Services

3. 33
Who is Your Customer
Who is passenger? (Customer)
 Any person who contributes to my salary –
Directly and Indirectly
Security
Customer
Immigration
Customer
Our Customer

4. 44
Customer Satisfaction
Customer Satisfaction model
Lesser the gap b/w offer and needs
W
eOffer
CustomerNeeds
Being King:
Should not wait but the Work Can

5. 55
Level of Importance
Level of Importance
Line management precedes
middle and top management
Customers (Passengers)
Front-line People
Functional Areas
Senior Managers
CEO

6. 66
Front-line Managers Skills - I
Friendliness
Helpfulness
Use of Body Language
Good knowledge of Services
Listening Skills
Complaint Handling Skills

7. 77
 Keeping promises
 Returning calls
 Assisting Passengers Problems
 Treating Passengers Professionally
 Searching for Services Improvements
 Delivering Service Quickly / Efficiently
 Review and Implement Feedback
 Keep Abreast of Best Practices
Front-line Managers Skills - II

8. 88
Front-line Managers Skills - III
 Don’t let customer wait too long
 Don’t Promise Things you can’t deliver
 Don’t ignore Customer Suggestions
 Don’t try to fool your Customer
 Don’t Rush Customers – quality not speed

9. 99
Front-line Managers Skills - III
 Avoid Company Jargon - Spell things out – JIT
 Defuse Conflict:
Appreciate customer’s concern
Diplomacy – keep diverted to PC
Apologize – your fault
 "Thanks“, "Welcome” and “Name” - Customers love
 Don’t Argue, be Sincere

10. 1010
Thanks
Dr. Muhammad Iqbal
<iqbalarfeen@gmail.com>