2. Learning Objectives
• Recognize that service delivery is an
individual response value.
• Understand how your own behavior
impacts the behavior of others.
• Develop more confidence and skill as a
problem-solver.
• Communicate more assertively and
effectively

4. Why do I need to know about
giving customers good quality
customer service?
Why do I need to give customers
what they want?
Customers are a disturbance to
my work! (comment on this)

5. Why are customers expecting
too much?
Where do customers get their
ideas, on how I’m supposed to
do my job?

6. Do the customer
service expectation
exercise, to better
understand what
Customer Service is…

7. Who Are Your Customers?
Who are our customers? For many of us,
customers are easy to identify. They buy
something from us, or we serve them in
some way. But some people will say, “I
don’t work directly with customers.”
Before you accept this idea, I suggest taking
a closer look at who our customers are.
Let us find the best definition for our line of
work, weather in the organization, on the
field of application or elsewhere:

8. Customer: A Definition
• Customers determine the quality of our
products or services.
• Customers are not dependent on us;
rather we are dependent on them.
• Customers are not an interruption to our
work; they are the reason for our
employment.

9. Who is the Customer?
• PRESENT - anyone who uses our
products or services
• FORMER - anyone who doesn’t buy or
use our products or services anymore
• FUTURE - our future customers

10. The Two Forms of Customer:
– Internal Customers: Are those
people departments, or agencies served by
what we do.
– External Customers: Are those
people or departments, or tenants who are
end users of our organization’s products or
services.

11. TYPES of Customers
1. Creative Customer
2. Friendly Customer
3. Logical Customer
4. No Non-Sense Customer
5. Unpredictable Customer
6. Dominant/Driver
7. Ego/Expressive
8. Complacent/Amiable
9. Stable/Analytic

12. What do Customers Want?
Simplest Level
• They want to be understood.
• They want to feel welcome.
• They want to feel important.
• They want to feel comfortable.
• They want to be serviced.
• They want to be given solutions to their
questions, issues, concerns and
conflicts.

13. Where do customers
expectations come from?
• Advertising
• Previous experience with your
organization
• Reputation
• Competitor’s service

14. Knowing the Customer’s
Expectations
• To be treated with respect
• To have their needs met
• To be taken seriously
• To be given immediate action
• Proof that they are being listened to
• To be satisfied with the outcome

15. Quality a DEFINITION:
• Is about meeting and exceeding the
customer’s expectations. It means living
quality in everything we do, from the way
we help our customers, to way we treat
each other – with respect, reliability,
responsiveness and rewards.

16. Principles of Quality
• Customer’s requirements are met
• Angry customers are pacified-fast
• Right the first time – error-free
• Extra Mile: exceeds customer’s
expectations

17. How to Achieve Quality
Knowledge What is Sympathy,
Attitude Empathy, Apathy?
Delivery What’s the
Skills difference?

18. Service: A Definition
• Service is a philosophy – not a
department, a program or a policy.
• Service means exceeding customer
expectations.
• Service is not natural, automatic, or
coincidental.

19. The Four R’s of Quality
Customer Service
1. RESPONSIVE
2. RELIABLE
3. RESPECTFUL
4. REWARDING

20. What is Unreliable Customer
Service
• Lack of Incentives
• Lack of Information
• Lack of Independence

21. 1. Share your personal
experiences as a Customer
Service Representative.
2. Share your own or a friend’s
Good and Bad Customer
Experience.

22. ACTIVITY 3.1:
WORKSHOP
-Role
Playing/DEMO

24. END
OF
SESSION
THANK YOU