This document provides guidance for employees on customer care best practices. It begins with an introduction to a refresher training on customer care fundamentals. It then lists "Ten Commandments for Healthy Working" and guidelines on proper customer care etiquette like greeting customers with a smile, avoiding personal calls during interactions, and thanking customers for their time. Key reminders are to remain patient, develop empathy, and never show anger when dealing with customers. The overall message is to treat customers with respect and focus on delivering positive experiences.

1. WELCOME
TRAINING ON
CUSTOMER CARE
HELD ON 16-10-2011
- A REFRESHER

2. THIS IS INTENDED TO BE A REFRESHER TO THE EMPLOYEES SO AS TO
HELP THEM IN KEEPING IN MIND THE FUNDAMENTAL PRINCIPLES TO
BE FOLLOWED WHILE INTERACTING SO THAT THEY CAN CONTRIBUTE
TO A POSITIVE CLIMATE.
– Compiled by HR DEPT for the benefit of employees
of Thomson group

3. TEN COMMANDMENTS FOR
HEALTHY WORKING
 I - The most damaging one letter word - AVOID IT
 WE – The most satisfying two letter word – USE IT
 EGO – The most poisonous three letter word – KILL IT
 LOVE – The most used four letter word – LOVE IT
 SMILE – The most pleasing five letter word – USE IT
 RUMOUR – The fast spreading six letter word – IGNORE IT.
 SUCCESS – The most envious seven letter word – ACHIEVE IT
 JEALOUSY – The most dangerous eight letter word – DISTANCE
IT
 KNOWLEDGE – The most powerful nine letter word –
ACQUIRE IT
 CONFIDENCE – The most essential ten letter word – DEVELOP
IT

4. DO’s and DON’T’s
in
CUSTOMER CARE
 Always greet customers by wishing Good Morning
Sir/Madam / Good Afternoon/Good Evening Thomson
Group with a smile.
 While dealing customers , please avoid all personal mobile
calls. If any official call is waiting , please tell the
customer, Excuse me Sir/Madam and deal with the call and
comeback to the customer without delay.
 Please use the term “ Just a Minute or two” and not use “
Just a second”

5.  Always collect the details of the customer who makes an
enquiry in a polite and pleasing manner and note them
down before forwarding to the concerned executive.
 Please forward all enquiries to relevant staff with details .
 Please attend all calls , if executive is not in place. Never
leave a call unattended.
 While the customer is leaving wish him by saying
ThankYou sir , Have a nice day
 Before ending the telephone call , Please tell Thank you sir ,
have a nice day

6.  Never show anger and frustration while dealing with
customer
 Be patient and maintain your composure and smiling
face
 Develop a good relationship with the customer.
 Never lose your temper whatever be the temptation or
provocation.
 If you find it difficult to handle the customer, request
the customer politely to wait and then contact
superiors.

7.  Develop empathy and think from the customer’s point
of view.
 Never use the words to a customer like “I Don’t
know”, “I am not the authorized person to help you”
etc….
 If you find it difficult to answer the queries of
customers on phone please collect his number and
inform him politely that the executive will be definitely
contacting him in his number shortly and thank him
for his enquiry.

8. REMEMBER THE KEY MANTRAS:
 Good morning/Afternoon/Evening Sir/Madam
 Thanks for visiting/calling Sir/Madam
 Thank you Sir/Madam
 Will definitely Call Back Sir/Madam

9. – And the most important
MANTRA
SMILE
while dealing with
Customers

10. Thank You
HR DEPT
THOMSON GROUP.
Visit us at www.thomsonhr.blogspot.com