Thank you for coming, have a nice day!

1. WHY ARE WE HERE?
•DF exists to serve its customers and
stakeholders
•Develop an extensive sales network of highly
motivated and competent wholesalers and
retailers. Offer a wide range of products within
the best value for money
•Provide responsive customer relations.

3. Anyone who is currently availing of the company’s
product/services and any person who may also utilize
the products/services in the future.
The customer maybe internal or external to the
company. Responding to their needs is satisfying them
only. Our job is to delight or surprise our external and
internal customers.
WHO ARE YOUR CUSTOMERS?

4. IMPACT OF CUSTOMERS ON THE
ORGANIZATION
•Revenue
•Employment
•Fulfillment
•Growth and Stability

5. A. The Challenge – Dimsum Factory
B. Who Are Your Customers
•Definition of internal and External Customer
•Value of Customers
•Dissatisfied Customers
•The Filipino Customer
C. What is Customer Service?
•Definition of Customer Service
•Customer Service Formula
•Behavioral Comparison
•Being Provocative
D. General Tips for Good Customer Relations

6. TYPES OF CUSTOMERS
•Have needs and wants to satisfy these needs
•Have needs but cannot articulate these needs
•Have no needs at present but will avail of your services in the
future.
VALUE OF CUSTOMER
•Is the most important person. Without him, we
have no reason for being.
•Is not dependent on us. We are dependent on
them for our living.
•Is not an interruption of our work. He is the
purpose of it.
•Is not a cold statistic. He is flesh and blood with
emotions and prejudice.

7. NEW VS. OLD CUSTOMERS
•For all the effort in getting a new external
customer, saving the old one is even
more profitable
•It cost 5 to 10 times as much to get new
customers than to keep an old one.
UNSATISFIED CUSTOMERS
•It takes 12 good incidents to make up for one publicity cause by
one bad incident.
•60 percent of customers stop using a service because of
dissatisfaction
•For every complaint received, 27 people feel the same way, but
not bothered to voice out or write their complaints.
•A lot of people never complain they just never come back.

8. A survey on “Why Customers Leave”
found that:
•3% move away
•5% develop other friendships
•9% leave for competitive reasons
•14% are dissatisfied with the product
•68% leave because of an attitude of indifference
towards the customer by the owner,
manager or some employee.

9. A typical dissatisfied
external or internal will
tell 8 to 10 people
about his/her problem.
RESEARCH RESULTS THE DISSATISFIED CUSTOMERS
A typical business hears from only 4% of its dissatisfied
customers. The other 96% just quietly go away and 91%
will never come back.

11. WHAT IS CUSTOMER SERVICE?
Is the totality of customer’s
opinions and attitudes
toward an organization
which has been formed
through his contacts with
its representatives.

12. BENEFITS OF PROPER CUSTOMER SERVICE
PERSONAL
•Enjoy work
•Get more things done
•Less stress
ORGANIZATIONAL
•Key to survival
•Motivates the team
•Builds an image of success

13. BASIC TRUTHS ABOUT CUSTOMER SERVICE
•Personal Endorsement is more effective than a media
advertisement.
•Customer relations or service is a strong deciding factor in buying a
product and service
•Service is everyone’s business
•Customer service is a way of life
•Customer service equal sales

14. GENERAL TIPS FOR GOOD CUSTOMER RELATIONS
•Smile more often
•Address
customers
by their
names
•Be reliable

15. •Avoid arguments.
Don’t give orders to
customers say “NO”
gently
•Always look your best

16. •Suit the pace of your
customer. Hurry with him
when he is in a rush. Don’t
rush when he is unhurried
•Handle calls with
care and courtesy

17. •Always end on agreeable note
and thank the customer
Don’t keep customer
waiting.

18. •Don’t argue
•Don’t ignore the customer’s presence or anger
•Don’t put the blame on the customer or shift
the blame to another officer
•Don’t refer to other offices without listening
and determining the problem which you can
resolve
•Don’t be sarcastic
•Don’t show inconsistent verbals and non-
verbals
•Don’t show indifference
•Don’t belittle the customer’s problem
•Don’t run away from the customer
•Don’t get scared
DONT’S

19. BRANCH SPIEL
INCOMING CUSTOMER/S:
Hi, Good Morning po…..
Welcome to Dimsum Factory….
OUTGOING CUSTOMER/S:
Thank you for coming, balik po sila…
If customer/s, will also say “Thank you”,
Your reply should be “ Your welcome Mam/Sir”