The document provides an outline for a basic frontline service course covering topics such as self-projection, client relations, conduct norms, and commitment. It also discusses concepts relevant to customer service including understanding customer expectations, effectively handling different customer types such as angry or impatient customers, and principles for maintaining positive customer relations through communication, empathy and addressing customer needs. The overall focus is on equipping frontline workers with the skills and mindset needed to deliver satisfactory customer service.

1. BASIC FRONTLINE
SERVICE
BASIC FRONTLINE
SERVICE

2. Course Outline
 Self Projection
 Client Agency Relations
 Norms of Conduct
 Commitment (ONE THING)
 Self Projection
 Client Agency Relations
 Norms of Conduct
 Commitment (ONE THING)

3. Customer Service
….. is the organization ’ s responsiveness to the
needs of customers. It is service that combines
technical knowledge and professional attitude with
friendliness and courtesy toward customers.
It involves all the activities that the organization conducts or
performs to satisfy its customers. This means more than just
handling complaints and smiling at customers. Customer
service means going out of your way for the customer, doing
everything possible to satisfy the customer and making
decisions that benefit the customer.

4. CUSTOMER SERVICE
customer service is the
delivery of a product or
service in a manner that is
satisfactory to the customer.

5. Customer service refer to
 Behaviors and activities of the
service providers, where a positive
response is generated from its target
recipients to who a relationship can
be formed, continued, and built over
the longest period of times which
shall be beneficial to an agency or
individual for succeeding in their
common interests.

6. Concept of Professional Image
 The four main attribute of a professional
image includes:
Appropriate professional appearance.
Use of correct manners and etiquette
Appropriate personal behavior
Effective communication

7. LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image
LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image
1. Buy cheap clothing
2. Wear worn-out or soiled clothing
3. Look sloppy
4. Dress to “cutesy”, too “gadgety”, anything
that is “too” anything
5. Emphasize your worst features
1. Buy cheap clothing
2. Wear worn-out or soiled clothing
3. Look sloppy
4. Dress to “cutesy”, too “gadgety”, anything
that is “too” anything
5. Emphasize your worst features

8. LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image
LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image
6. Minimize your good physical features
7. Disregard your grooming (hair not combed,
fingernails dirty, etc.)
8. Improperly match and blend items in your
wardrobe
9. Wear inappropriate accessories
10. Dress inappropriately for the occasion
6. Minimize your good physical features
7. Disregard your grooming (hair not combed,
fingernails dirty, etc.)
8. Improperly match and blend items in your
wardrobe
9. Wear inappropriate accessories
10. Dress inappropriately for the occasion

9. LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image
LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image
11. Dress without any flair – always dull and
uninteresting
12. Dress inappropriately for your age
13. Ignore your personal habits (gum chewing, body
odor, bad breath, etc.)
14. Follow the latest fashion trends blindly,
obediently and thoughtlessly
15. Allowing clothing clerks to sell you, rather that
serve you

10. Business Etiquette in the
Workplace
Business Etiquette in the
Workplace
1. Be punctual
2. Be polite
3. Stay pleasant
4. Remember that company property is not for
personal use.
5. Never criticize someone in front of others.
6. Open door does not mean walk in anytime without
permission .
7. Never yell between office or cubicles
8. Eat food over a table, not over the phone.
9. Greet people when you arrive at work.

11. Primary Aspects of Body
Language
Primary Aspects of Body
Language
 Eye Contact
 Facial Expressions
 Body Posture and Movement
 Hand Gestures
 Touching
 Physical Distance

12. FRONTLINE SERVICESFRONTLINE SERVICES
Transactional, urgent, critical
and vital in nature
These are services that need
priority attention because they
are the most in demand
EFFECTIVE CLIENT-
AGENCY RELATIONS
EFFECTIVE CLIENT-
AGENCY RELATIONS

13. 1. Why client relations?
• The viability of any government office
depends upon the goodwill of its clients…
the PUBLIC
• Clients are both prosecutor and judge upon
whom every government agency must
depend for favorable verdict and acceptance
Effective Client-Agency
Relations
Effective Client-Agency
Relations

14. 1. Why client relations?
• The basic truth in government client-
agency relations is that clients or the
public are human beings and like to be
treated as such, otherwise,
• They will react like anyone else,
sometimes quietly, sometimes
emotionally, at times irrationally or
sometimes even vehemently.
Effective Client-Agency
Relations
Effective Client-Agency
Relations

15. 1. Why client relations?
• Some say that Management should
take care of our client-agency relations
• But the hard fact is that, while
management can set the stage and
direct the action, the action, the actual
performance has to be done by the
employees…not with the executives
and supervisors
Effective Client-Agency
Relations
Effective Client-Agency
Relations

16. 1. Why client relations?
• It is human nature for the public
clientele to base his opinion of the
agency upon his experience with
the employees, particularly the
frontlines.
Effective Client-Agency
Relations
Effective Client-Agency
Relations

17. 2. Understanding the Client
• The existence of the bureaucracy
depends on the need of the public
clienteles
• They are not an incident in our
work, they are the purpose of it
• We are doing them a favor by
servicing them, they are doing us
a favor by giving us the
opportunity to do us
Effective Client-Agency
Relations
Effective Client-Agency
Relations

18. 2. Understanding the Client
• They are not dependent upon us; we
are dependent upon them
• The clients are not cold statistics; they
are human beings with feelings and
emotions like us and with biases and
prejudices
• They are the most important visitors in
our offices, whether they come in
persons, or by mails or over the
phones
Effective Client-Agency
Relations
Effective Client-Agency
Relations

19. 3. Relating with Public Clientele
• Know your institution
• Have self-confidence
• Be sensitive
• Be courteous
• Listen
• No argument
Effective Client-Agency
Relations
Effective Client-Agency
Relations

20. 3. Relating with Public Clientele
• Take note of your vocal
characteristics
• Choose your words
• Give attention to your body
language
Effective Client-Agency
Relations
Effective Client-Agency
Relations

21. The Customer’s
Expectations
The CUSTOMER may not be in
a very good mood but he
certainly doesn’t want YOU to
be that way too. As far as he is
concerned, he reserves the
right to be that way.

22. The Customer’s
Expectations
The Customer’s
Expectations
The customer always expects you:
 Be polite
 Be friendly
 Addressed him by name
 Be helpful
 Be open-minded
 Let him finish what he is saying

23. The Customer’s
Expectations
The customer always expects you:
 Use clear and understandable
language
 Show interest in his problems
 Offer special service
 Be well-groomed
 Be flexible
 Be reliable

24. The customer always expects you:
 Be patient
 Be sympathetic
 Explain procedures
 Concentrate on him
 Give tips and hinge
 Tune into his needs
The Customer’s
Expectations
The Customer’s
Expectations

25. The Customer’s
Expectations
The Customer’s
Expectations
The customer always expects you:
 Be efficient, and
 LISTEN!

26. A customer’s satisfaction
would depend greatly on the
extent to which you meet his
expectations. Therefore, no
matter how you really feel
inside, you have to be really
good actor or actress at time.
We all are!
A customer’s satisfaction
would depend greatly on the
extent to which you meet his
expectations. Therefore, no
matter how you really feel
inside, you have to be really
good actor or actress at time.
We all are!

27. PRACTICAL REMINDERSPRACTICAL REMINDERS
 Add sparkles and friendliness
through facial expression and
intonation
• Smile while you talk
• End your last words with a highly higher tone
• Use medium pacing to show patience
 Be friendly
Before you know who he/she is, you only have
four to six seconds to make a good phone impression.

28. Basic Principles of Effective
Customer Relations
1. Preparation
2. External Projection
3. Empathy
4. Patience
5. Communication

29. 6. Listening
7. Consideration
8. Importance
9. Honesty
10. Diplomacy
Basic Principles of Effective
Customer Relations

30. 4 ESSENTIAL STEPS IN
CUSTOMER RELATIONS
1. Establish Contact
2. Uncover the Need
3. Appropriately Respond
4. Conclude the Transaction

31. BASIC QUALITIES OF A
FRONTLINER
C ourtesy
A ccountability
R esponsiveness
E fficiency

32. HOW TO HANDLE CUSTOMERS
G - REET
U - SE CUTOMER’S NAME
E - YE CONTACT
S - MILE
T - HINK

33. HOW TO HANDLE UPSET CUSTOMERS
L - ISTEN
E - MPHATIZE
A - SK
P - RODUCE RESULTS

34. WHAT TO DO WHEN YOUR
CUSTOMER
IS READY TO EXPLODE
STEP ONE - Let them blow of
steam
STEP TWO - Show the customer
you are “on his side”
STEP THREE - Tell your customer
exactly what you will
do on their behalf

35. STEP FOUR - Take the fast
action
STEP FIVE - Go back to the
customer and
explain how the problem
has been resolved
WHAT TO DO WHEN YOUR
CUSTOMER
IS READY TO EXPLODE

36. WHEN SERVICE GOES WRONG
BOUNCE BACK
1. S –ay you’re sorry
2. E –xpedite solutions
3. R –espond to the customer
4. V –ictory to the customer
5. I –mplement improvements
6. C –ommunicate results
7. E –xtend the outcome

37. Angry CustomerAngry Customer
 Remember: the CUSTOMER’s anger is
not directed at you personally
 Remain calm
 Demonstrate sincere interest and concern
 Allow the customer to express his/her
anger
 Attempt to resolve the customer’s
problem
 Apologize in behalf of the company
Skills in Building Customers Satisfaction
DIFFERENT KINDS OF CUSTOMER

38. IMPATIENT/HURRIED CUSTOMERIMPATIENT/HURRIED CUSTOMER
Skills in Building Customers Satisfaction
DIFFERENT KINDS OF CUSTOMER
• Politely and calmly inform client that:
• you will process his/her paper quickly
• as possible but you wish to perform the
• work accurately as well
 Thank the customer for being patient
 SMILE

39. OVERLY TALKATIVE CUSTOMEROVERLY TALKATIVE CUSTOMER
Skills in Building Customers Satisfaction
DIFFERENT KINDS OF CUSTOMER
 Be polite and interested
 Interrupt the conversation with a
phrase “Sorry to interrupt…” ; if
customer continues to talk, interrupt
firmly with the phrase : “I’m sorry but
...”
 Conclude transaction
 SMILE

40. ELDERLY OR HANDICAPPED CUSTOMER
Hearing Impaired Client
ELDERLY OR HANDICAPPED CUSTOMER
Hearing Impaired Client
Skills in Building Customers Satisfaction
DIFFERENT KINDS OF CUSTOMER
 Speak clearly but do not shout
 Do not cover your mouth
 If customer is still unable to understand
you: write on a sheet of paper what
you want to communicate
 Be polite and respectful just as you are
with other customer

41. ELDERLY OR HANDICAPPED CUSTOMER
Customer with Visual Impairment
ELDERLY OR HANDICAPPED CUSTOMER
Customer with Visual Impairment
 Be aware of the customer’s special
needs
 Ask if he/she needs assistance in going
to any office where he/she shall
transact business
 Allow the customer to move away from
you before attending to a next task
Skills in Building Customers Satisfaction
DIFFERENT KINDS OF CUSTOMER

42. NEGATIVE CUSTOMERNEGATIVE CUSTOMER
Skills in Building Customers Satisfaction
DIFFERENT KINDS OF CUSTOMER
 Inform customer calmly, trustworthily
and convincingly
 Persuade and state your reason
objectively
 Use alternative question
 Convince steadily and firmly
 Give dependable information
 Discuss factually not emotionally or in an
“editorialized” way

43. INDIFFERENT CUSTOMERINDIFFERENT CUSTOMER
Skills in Building Customers Satisfaction
DIFFERENT KINDS OF CUSTOMER
 Create interest and elicit his
curiosity
 Show advantages and benefits
 Offer additional services under
certain circumstances
 Be fascinating and charming

44. NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)
Commitment to Public Interest
Uphold public interest over
personal interest
Employ and use efficiently,
effectively, honestly and
economically all office resources
and powers.

45. Professionalism
Discharge duties with highest
degree of excellence, intelligence
and skill.
Enter public service with outmost
devotion and dedication to duty
Discourage wrong perceptions of
your roles as dispenser or peddlers
of undue patronage
NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

46. Responsiveness to the Public
Extend prompt, courteous and adequate service to
the public
Unless otherwise provided by law, provide
information on office policies, procedures and
ensure openness of information, public
consultation and hearings when appropriate,
encourage suggestions, simplify and systematize
policies, rules and procedures
Avoid red tape and develop an understanding and
appreciation of the socio-economic conditions
prevailing in the country
NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

47. Nationalism and Patriotism
Be loyal to the republic and to the Filipino
people at all times
Promote use of locally produced good,
resources and technology
Encourage appreciation and pride of country
and people
Maintain and defend Philippine sovereignty
against foreign intrusion
NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

48. Justness and Sincerity
Remain always true to the people
Do not discriminate against anyone especially
the poor and the underprivileged
Respect at all times the rights of others
Refrain from doing acts contrary to the law,
good morals, good customs, public policy,
public order, public safety and public interest
Do not dispense/extend undue favors on
account of your office to your relatives
NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

49. Political Neutrality
Provide service to everyone
without unfair discrimination and
regardless of party affiliation or
preference
NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

50. Commitment Democracy
Commit yourselves to the democratic
way of life and values, maintain the
principle of public accountability and
manifest by deeds and supremacy of
civilian authority over the military
Uphold the constitution and put loyalty
to country above loyalty to persons or
party
NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

51. Simple Living
Lead modest lives appropriate
to position and income
Do not indulge in extravagant
or ostentatious display of
wealth in any form
NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

52. Attitude Is Your Key to
Success
Attitude is your mental
position with regard to
facts – or simply the
way you view things.

53. Attitude Is Your Key to
Success
1. Your attitude toward
customers influences your
behavior. You cannot always
camouflage how you feel.

54. Attitude Is Your Key to
Success
2. Your attitude affects
everyone who comes in
contact with you, either in
person or on the
telephone.

55. Attitude Is Your Key to
Success
3. Your attitude is not only
reflected by your tone of
voice, but also by the way you
stand or sit, your facial and
other non-verbal ways.

56. Attitude Is Your Key to
Success
4. Your attitude is not fixed.
The attitude you choose to
display is up to you.