Creating the

Customer Service
Mindset
By
D. Thanusia
B.Ed (Hons.)Teaching English
as a Second Language (TESL)

Objectives
By the end of this session, participants
will be
able to:
Describe customer service and its
importance to an organisation
Understand the role communication
plays in customer service
Apply appropriate techniques
when handling customers

What Is Customer Service?

In your groups, answer the
following questions:

What is customer service?

Why is it important?
Whats in it for me?

Customer Service Means

Being extra
ordinary
Go beyond
the
expectation

Owner
ship

Optimize
your
capability

Value and
Integrity
Ways to
delight
your
customer

Intention of this session

Delivering
Total
Customer
Delight

Switch on
your
customer
service
attitude

Creating the Customer

Service Attitude
Describe the Companys Vision &
Mission
Define the service product
Explain the concept of customer
service.
Explore poor and positive customer
service practices
Define effective customer service
attitudes, beliefs and behaviors

The Service Mindset

Activity #1 Thought
bubble

From a customer service

provider, I expect

Customer Service is
One Possible Definition:
The degree of assistance and
courtesy granted to those who
patronize the organization.
Customers baseline service
expectations include
Speedy, accurate resolution
To be treated with care and
courtesy

Are Customers Always

Right?

LETS DEBATE
Is it true that

Customers are always

right?

7 things customer wants

Appreciation
Courtesy
Fair Treatment
Honesty
Reliability
Accurate and Complete
Information
Understanding

10 Customer Service
Beliefs & Attitudes
Passion for
service
Support
Listening
Value of time
Simple
solutions
Patience
Empathy

Commitment
Sincerity
Respect
Helpfulness
Care
Understandin
g
Responsibilit
y

Why Your Role is Important

Shows that your company is a caring
organisation
Helps reduce customer dissatisfaction
levels
Assists in restoring customer confidence
in organization
Rebuilds relationships that may have
been damaged
Helps retain existing customers
Sets the organizations brand apart from
others

Why Your Role is

Important

YOU
ARE THE

KEY
TO

CUSTOMER
SATISFACTION

Ethic of customer service

Treat others like

we want others to
treat us

Quality in a service or product is not what

you put into it. It is what the client or
customer gets out of it.
~ Peter Drucker

THANK YOU