Customer service includes all the activities an organisation carries out to ensure customer satisfaction. Excellent customer service means putting the customer first. There is only one boss in customer service. Whether the person shines shoes for a living or heads the biggest corporation in the world, the boss remains the same – It is the customer.

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Global ACT is proudly presents
its Training Program on…..

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CUSTOMER
SERVICE

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By the end of this session, you will be able to:
• Define customer service
• Define the importance of customer service
• Define the ways and qualities to provide
excellent customer service

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Customer Service
Customer service includes all the activities an
organisation carries out to ensure customer
satisfaction. Excellent customer service means
putting the customer first.
There is only one boss in customer service.
Whether the person shines shoes for a living or
heads the biggest corporation in the world, the
boss remains the same – It is the customer.

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How do you expect
to be treated as a
customer?

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How do customers evaluate service quality?

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Reliability
Assurance
Tangibles
Empathetic
Responsive
The RATER Table……..

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Customers
Good Experience
Bad Experience
Complain
Spread the Bad Word
Talk to Other People
Get More Customers for Your Company
v
Pull Customers Away from Your Company

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A customer is any person who buys or intends to buy
our products or use our service.

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YOU!
I&FR Engineer
I&FR Engineer I&FR Engineer

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Deepak, an I&FR engineer, attends to the
customers with a smile. He starts conversations,
listens attentively and encourages customers to ask
questions about the broadband connection and
other products available with Airtel. He works hard
and is respectful and truthful while doing any
transaction.
He always thanks the customers and wishes them a
good day when he leaves Customer premises.
Customers are always happy with him.

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Build
Customer
Loyalty
Create
Positive
Brand Image
Increase
Sales
Increase
Profits
Benefits of Good Customer Service

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Professional Qualities
The professional qualities of customer service
always relate to what the customer wants.
Following are the qualities an advisor must possess
to ensure excellent customer services:
• Friendliness
• Empathy
• Fairness
• Control
• Information

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Tips for Excellent Service
Smile
Your
looks Posture
Eye
contact
Gestur
e
Observation
Attentive
Personal
space
Hand
shake
Tone
of
voice

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Discussion

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You