TABLE OF CONTENT

MODULE ONE: CUSTOMER SERVICE

Introduction to Customer Service
Who is the Boss?
Who is the Customer?
What is Customer Service?
Excellent Customer Service
Some Interesting Customer Service Statistics
Customer Expectations
Moment of Truth
Moment of Magic
Moment of Misery
Attitude for Customer Service

2
3
3
4
5
6
7
9
10
10
11

MODULE TWO: EFFECTIVE COMMUNICATION

Why is Effective Communication Important?
Elements of Communication
Types of Communication
Communication Barriers
Listening
How to Listen Effectively
Benefits of Listening
Questioning Skills
Types of Questions
Telephone Etiquette and Email Writing

14
16
17
19
19
20
23
24
24
26

MODULE THREE: CONFLICT MANAGEMENT AND PROBLEM SOLVING SKILLS

Introduction to Conflict Management
Dealing with an Irate Customer
How to Handle Conflict
Problem Solving Skills

33
34
36
38

SUMMARY

41

CONCLUSION

42

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OBJECTIVES
The objective of this programme is to equip individuals / staff with important knowledge and skills
to aid them in:
Understanding the concept of Customer Service
Promote customer relationships and increased sales
Improve individual confidence and effectiveness
The basic elements of Customer Service
The service attitude, importance and Factors affecting it
Understanding Effective Communication
Sharpening the listening and questioning skills of participants
Utilize variety of methods for managing conflict successfully
Understanding the step-by-step process of solving problems
MODULE ONE

Introduction to Customer Service

When you do a little more, you
stand out a lot more
- Ron Kaufman

A failing business thinks it costs too much to provide

superior service. A successful business knows it costs
too much not to
- Ron Kaufman

A man without a smiling face

must not open a shop.
-Chinese Proverb

Coming together is a beginning. Keeping together is

progress. Working together is success.
-Henry Ford

Customer service is awareness of needs, problems, fears and aspirations.

-Unknown
Customer service is just a day in, day out ongoing, never ending, unremitting, persevering,
compassionate, type of activity.
-Leon Gorman, CEO L.L.Bean
Customer service is training people how to serve clients in an outstanding fashion.
-Unknown
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Who is the Boss?

There is only one boss, and whether a person shines shoes for a living or heads up the
biggest corporation in the world, the boss remains the same. It is the customer! The
customer is the person who pays everyones salary and who decides whether a business
is going to succeed or fail. In fact, the customer can fire everybody in the company
from the chairman (CEO) on down, and he can do it simply by spending his money
somewhere else. Literally everything we do, every concept perceived, every technology
developed and associate employed, is directed with this one objective clearly in mind
pleasing the customer.
Sam M. Walton, CEO Wal-Mart

Who is the Customer?

A customer, according to the Oxford English Dictionary is:
A person who buys; with whom one has dealings
That person on whom every activity of the firm is focused
The person on whom the success of the organization depends
The end user of the products and services provided by the organization
The Customer is our Source of Money!
The Customer patronizes businesses where he or she feels enthroned and
pampered
Business is no business without the Customer
The Customer is our lifeline. We must take care of him/her

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LEARNING ACTIVITY ONE

In groups of three write down and discuss Who are your customers?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Customer Service
The ability to provide someone with what they require, in a manner which demonstrates genuine
concern and effort to satisfy their entire need.

What is Customer Service?

For some it is
When someone has gone out of their way to help my situation.
Getting what I want, when I want it.
A smile, a glow from someone.

4|Page

Excellent Customer Service

Excellent customer service is not simply a smile campaign.

It is about
The quality of what you deliver constantly
The quality of how you deliver it constantly
The problem with mere satisfaction is that customers expect to be satisfied.
Customers find nothing exceptional in mere satisfaction.
In fact, it is the service the customer receives, rather than the price or the quality of a tangible
product that forms the determining factor in a customers decision on what to buy and where to
purchase it.
The clear benefit is that good customer service increases customer loyalty.

The Four Basic Things Customer Wants

Friendly, caring service:

Being interested
Giving information
Listening carefully
Answering questions
Warm friendly responses at all times especially when customers are upset or have
concerns

Flexibility:
Customer wants the person to jiggle the system to make it work for them. They
dont want to hear No
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Problem resolution:
Business problems
Non-business problem

Recovery:
If and when mistake is made, customer wants you to take care of it quickly and to
their satisfaction
o Apology
o Fix it
o Extra Step
o Follow up

Some Interesting Customer Service Statistics

An unhappy customer
remembers the incident for
23 years and talks about it
for 18 months.

White House Office of

Consumer Affairs
When customers receive good
service they tell 10-12 people
on the average

Customers will spend up to 10%

more for the same product with
better service.

Almost 70% of customers stop

buying a product because they
think the company doesnt care.

When customers receive poor service they tell

upwards of 20 people.
There is an 82% chance customers will
repurchase from a company where they were
satisfied.

Almost 5 times as many customers switch because

of poor service than because of poor product
quality or price.

There is a 91% chance that poor service will

dissuade a customer from ever going back to a
company

Customer Expectations

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Customer Service Expectations

Customers expect
Accurate Information
Assistance/Results
Service based on honesty & consistency
Prompt Service

GENERIC
The basic product

POTENTIAL
The no limits customer
service

EXPECTED
The customers minimal
expectation

AUGMENTED
Something that makes
you stand out from or
seem slightly different
from the competition

Perception
To become aware of something directly through personal contact or experience hearing,
understanding and interpreting what you see.
- Oxford Dictionary
Contact/Touch Points
Perception can be made at many points of contact with customers, including:
Fax or e-mail
Telephone conversation with call centre
Television, Print, Radio advertisements
Application Forms
Purchasing experience
Organisational Website
The Product (viewed or actually used)
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When the perception of the service is higher than expectations, the service is considered good,
satisfactory or excellent.

This is how to WOW the customer!

Professional Qualities in Customer Service

Professionals who constantly deal with customers (inside and outside the company) need to strive for
certain qualities to help them answer customer needs.
While there are a multitude of customer needs, these basics needs stand out:
Friendliness the most basic and associated with courtesy and politeness.
Empathy the customer needs to know that the service provider appreciates their wants and
circumstances.
Fairness the customer wants to feel they receive adequate attention and reasonable
answers.
Control the customer wants to feel his/her wants and input has influence on the outcome.
Information customers want to know about products and services but in a pertinent and
time-sensitive manner.
Attention to Details- Noting the little things about your customers requests as well as
person.
Quality- of what is delivered and how it is delivered; its about meeting customer needs and
expectations
Professionalism- displayed by staff who have a thorough knowledge of products and
services, systems and procedures as well as a positive attitude
Taking responsibility: introduce yourself by name, help customers know your company, be
prepared to apologize on behalf of the company, if mistakes have been made

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Moments of Truth
Moment of truth:
Occurs whenever there is an interaction between the customer and the organization (at a
contact or touch point).
It is a moment at which the customer forms an opinion of the organization based on his or
her experience of a particular interaction.
Whenever customers interact with a person or product representing our organization, they
have a moment of truth in which they make instantaneous assessment of the organization
based on the experience of the interaction. Interactions may range from listening to an
advert to buying a product.
Hard Facts
First interaction with the company - customers form a perception of the organisation as a
whole.
Successive interaction modifies their initial perception to an extent.
Their perception
will drive their behavior as customers.
will determine their emotional response to the company and the degree of bonding that
can occur.
either enhance or breakdown the customer relationship.
Management
Customers form opinions of us based on our responses to their requests.
When customer experiences go wrong, staff need to deal with the outcomes
We must be able to manage customer interactions, in the call centre and other areas of the
business, to satisfy customer needs and build customer relationships.
In the call centre environment, agents manage moments of truth.

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Moments of Magic
A Moment of Magic an interaction between you and the customer that exceeds his/her
expectations and leaves him/her with a good feeling..
In other words When the customer is Wowed...by the food and service!!!

Moments of Misery
When a Moment of Truth for a customer has been a negative experience, it becomes a Moment of
Misery.

The Top 5 Things that may Lead to a Moment of Misery

When the customer is not greeted or acknowledged within 30 seconds of arrival.
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When the customer has to wait unnecessarily for a long time for him to be attended
to.
When the employees are not attentive to the customers needs and the customer has to
constantly raise his hand to get attention.
When the employees are not properly groomed and are ill mannered.

Our Aim
Our aim should therefore be to give the customer a positive experience during every interaction so
that they continue to perceive us as the one that best meets their needs

LEARNING ACTIVITY TWO

In groups of three write down and discuss 5 different ways you can WOW a Customer
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Customer Service Attitude

Having the right attitude includes:
Taking ownership of the problem or request
Conveying a sincere willingness to help
Maintaining a positive attitude
Treating all customers with respect and courtesy
Focusing your attention on the customer
Focusing on the business while servicing the customer
There are three classes of behavior that are used when dealing with other people:
Passive: Passive behavior is exhibited by those who understand their rights but continually
give them away by not expressing their true feelings, thoughts, and beliefs.

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Aggressive: Aggressive behavior is exhibited by those who know their rights and the rights
of others and are able to express their true feelings. However they do not respect the rights of
others.
Assertive: Assertive behavior is exhibited by those who know their rights and the rights of
others and are able to express their true feelings while maintaining respect for the rights and
feelings of others. Assertiveness increases the chances of a good outcome or a better result
without making others angry
Remember.
It is also very important for customer service employees to have information about their product or
service. Service providers who answer, I dont know or It is not my department are
automatically demeaned and demoted in the mind of the customer. These employees can end up
feeling hostile as well as unequipped. Customers want information, and they disrespect and distrust
the person who is supposed to have information but does not.

LEARNING ACTIVITY THREE

Think about places where you enjoy doing business stores, petrol stations, suppliers, banks,
etc.
Why, aside from the actual product or service they provide, do you like doing business with
them? What qualities do the exhibit?_
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
On the other hand, lets review a business you dislike patronizing maybe even hate utilizing but in
some cases do so out of necessity
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

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Unfortunately, in the cases where there is no competition for the services/products offered, you are
stuck with them; else you would gladly not consider using them.
This is the advantage of a monopoly on a good or service because in a competitive
marketplace, the unsatisfied customer shops elsewhere.
Remember.....
Good customer service results in consumer satisfaction, return customers and
growth in business. Poor customer service, except for monopolistic strongholds, generally results in
consumer dissatisfaction, lack of returning customers and dwindling business.

NOTE: Good Information is Often Good Service!

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MODULE TWO
EFFECTIVE COMMUNICATION
Topics in this module include:
Why is Effective Communication Important
Elements of Communication
Listening and Questioning Skills
Telephone Etiquette/Email Writing

OBJECTIVES
The objective of this module is to equip individuals / employee with important knowledge and skills
to help them in:
Identify the elements that comprise communication
Identify barriers to communication
Maximizing Verbal and non-verbal communication
Offering information to others
Holding excellent telephone conversations
Sending standard and official emails

Why is Effective Communication Important?

Successful communication does not just happen. It is an active process that requires a clear view
of what the communication aims to achieve. Breakdowns in communications can be very
damaging to any organization. Not only can a breakdown in communication prevent the
achievement of what was intended, but it can also damage the organizations reputation, reduce
staff morale and eventually lead to a loss in revenue, which can affect the very existence of an
organization.

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LEARNING ACTIVITY FOUR

In groups of three write down and discuss what you think we mean by the word communicating
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
This may seem to be a simple task at first, but the more you delve into the subject, the more
complex it becomes. Many examples of communication can be given but defining the term is
a little more difficult.
In essence, it is important to be aware that communication is a process and should be seen as a
two-way process. Even if you are simply informing someone of some topic and require no
direct feedback, the process still requires some form of activity from the receiver of the
message, e.g. understanding.
For this reason, the following definition of 'communication' is used in this unit:
The transmission of ideas, feelings, information, instructions from the mind of one person to
the mind of another, without any loss or distortion.
This can be displayed as follows:
Thought

Coded and sent

Received

Understood
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Accepted
This representation of the communication process allows us to see that barriers can exist at each
level. An understanding of these barriers and how they can be reduced will be considered in
more detail later in the unit.
Understanding the communication process
An alternative view of the process is as follows:
who says
what
to whom
how
and
with
effect?

what

In other words, the source of the message communicates the message to the audience through
some channel to achieve some response from the audience. The response should also produce
some feedback to the source so that the effectiveness of the communication can be evaluated.

Elements of Communication
Words (what is actually said)
Tone of voice (how we say the words)
Body Language
All three of these elements can be conveyed at the same time to express an overall message.
Often, the tone of voice and body language are combined to become the most powerful form of
communication. However, body language which forms a large part of non-verbal
communication is often used on its own, and is thought to be one of the most telling modes of
communication. Through research, it is claimed that in face-to-face communication, the majority
of what is put across is portrayed through non-verbal communication:
Words (the literal meaning) account for 7% of the overall message
Tone of voice accounts for 38% of the overall message
Body language accounts for 55% of the overall message

Remember
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Whatever way it may be, its Not What You Say, its How You Say It.

Types of Communication
Verbal Communication
You must ensure that the customer understands what you are saying. Good verbal
communication will:
Help you manage the call effectively
Optimize call time, and
Achieve better customer Care Centre performance levels
Practice good verbal Communication skills by:
Speak clearly
Matching the callers style, proficiency, intonation, vocabulary, rate of speech,
and terminology
Responding with appropriate empathy to the customers emotional needs
Filling in silent time by building relationships
Using humour appropriately
Speaking concisely
Managing the call and optimizing call time
Using the correct terminology for the customer
Above all, always treating the customer as you would like to be treated
Nonverbal Communication
In a face-to-face conversation, a lot of the communication that takes place is non-verbal.
Nonverbal communication includes:
Body language
Eye contact
Facial expressions
Since you have no way of using non-verbal communication on the phone, you must optimize
your tone of voice and be aware of the phrases you use.
When speaking over the phone, we are at a slight disadvantage in communication because we
cannot communicate non-verbally. Here are some quick tips:
Tone of voice comprises 85% of out communication over the phone
Your tone of voice will affect the customers perception of the service he or she
received
Keep your tone of voice free from anger and frustration.
Remember.
Your attitude on the phone is conveyed by your tone of voice!!
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Body language on the phone

Although body language is not seen on the phone, it can affect your communication.
This effect is displayed in your tone of voice
Examples:
Slump in the chair or standing up
Smile
Distraction by looking at someone passing by

Personal Communication Style

Successful communication requires knowing how to identify a persons style and communicating
with that person accordingly.
Style is an impression made of observable behavior.
Keep in mind:
Style is based on behaviors we can observe
Style is free from judgment
Your style is perfect for you and is not likely to change
Style involves allowing people to be themselves
Each style has strengths and weaknesses

LEARNING ACTIVITY FIVE

Determine the communication style of your colleagues, based on your interactions with them so
far
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

Matching a customers Communication Style

This is important because it increases understanding and improves the level of customer
satisfaction.
You can match a customers communication style by:
Using the customers communication style
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Understanding the customers level of proficiency

Matching the customers intonation
Matching the customers vocabulary
Using the same level of technical terminology as the customer

Communication Barriers
Pace and rate (or delivery) of the customer
Previous experience with the Customer Service Representatives or Customer Care Centre
Background of the customer
Education and Training
Personal problems
Competency level
Accent of customer
Asking the wrong questions
Use of inappropriate terminology by the Customer Service Representatives
Noise

Listening
False assumption
It is false to assume that if you can hear well then you must be a good listener.
Hearing is a faculty; listening is a skill
Hearing is not a choice, but listening effectively is a choice.
Common barriers to listening
On average, we retain only about 25% of what we hear. Some common barriers to effective listening
include:
Prior Knowledge
Emotional carry over
Distractions

The first step communicating is to fully understand what the other person is telling you.
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Listening effectively is key. So, likely to understand and then respond appropriately either verbally
or in writing.
Principles of active listening
It takes patience and on-going practice to develop good listening skills
To listen implies that you are taking an active role in the communication process, even when
you are not speaking.
For many years, the practice survey made by specialists has shown that listening skills are the
most important skills for the CSR to have.

How to Listen Effectively

Below are the actions you can take to improve listening:
Preparation
Active listening
Verification
Paraphrasing
Internal Bias
Preparation
Prepare to listen
Practice breathing deeply
Minimize distractions
Eliminate internal biases
Make Eye contact (if applicable)
Focus on the customer
Active Listening
Concentrate on what is being said
Listen between the lines (i.e listen for ideas, not just words)
Observe body language
Take and refer to notes
Verification
Acknowledge the customer
Paraphrase for clarification
Repeat for verification (especially when youre still uncertain of the enquiry or complaint)
Paraphrasing
Use paraphrasing to:
Repeat what the customer said in your own words
Give the customer the chance to agree or disagree with your understanding of the incident

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Internal Biases
Interior filters based on your own experiences, values, and culture.
Internal biases cannot be completely removed but by practicing empathy they can be
minimized
Internal biases are your personal viewpoints

LEARNING ACTIVITY SIX

Active listening-Broken Telephone

Listening Process
The process of effective listening combines:
Information gathering
Internalization
Verification
Gather:
Information must be gathered during the call
Focus on what is being said and not the verbal tone of the customer
Gather as much information on the issue as possible
Internalize:
After gathering information, translate the information internally.
Focus on the actual words the customer used, and not his or her tone
Be prepared to restate what the customer has said
Verify:
Active listening should involve restating what was said for verification and alignment
It is much easier to finish a conversation prematurely than it is to make the effort to
paraphrase and verify information with the customer

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Keys for Listening Success

Allow the customer to finish his or her thought
Be careful not to interject your internal bias
Stay calm; do not fall into the trap of mirroring the customers emotions
Remove distractions
Take notes
Clarify points

DO NOTS!!
Do not finish the Customers thought:
Some people naturally speak slowly. Let them finish
Do Not Get Mad
Never mirror the customers intense emotions or show your own frustration with the customer

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Listening with EARS

Empathise

Understand the
perspective of
the speaker

Acknowledge

Use responsive
Communication
such as Mmhmm

Reflect

Summarise

Repeat key
words and
pause
to think

Frequently
summarise
what has been
said

Benefits of Active Listening

Increasing Customer Satisfaction
Establishing credibility for the employee and the Organization.
Reducing stress for the employee / CSR and the Customer.
Ability to identify and address Customers emotional state.
Creating rapport between Customer and employee / CSR.
Ability to focus on the call
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Questioning Skills
Objectives:
After completing this section, your will be able to:
Recognize the difference between open-ended and closed-ended questioning.
Identify examples of open-ended questioning.
Identify examples of closed-ended questioning.
Why are Questioning skills important?
Customers have differing skill level, but they convey their understanding (or lack thereof) with
completely different terminology. This makes it harder for you to understand what the true problem
is.
As a CSR you must be ready to listen to a variety of other details, complaints, and issues that are not
relevant to the business or the problem the customer has.
They allow you to:
Identify the problem
Understand how the customer
Understand exactly what the customer expects from the call.
We ask questions in order to get people to talk and share information

Types of Questions
The two most commonly recognized form of questioning are:
Open-ended and
Closed-ended
Effective questioning is the primary way for you to understand the customers competency level and
personality types.
Open-ended Questions
A question is open ended if it invites explanation or detail and is intended to draw the customer out.
When asking open ended question, there are no limits for the answer. Some open ended questions are
not technically questions at all; sometimes they are requests in the form of a statement. For example:
you might say to a customer:
tell me more about
Please describe the nature of your query
You may use open ended questions to:
Get more information from the customer
Identify the broad problem area
Get a description of what occurred
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They also allow you to:

Establish rapport (by showing you are listening and caring)
Determine the knowledge and competency level of the customer
Let the customer vent
Enable the customer to solve his or her own problem
Use Open-ended Questions when you need to:
Build a rapport
Need more information
Want to reveal unexpected but vital information
Closed-ended Questions
A closed-ended question limits its answers to a few specific words. The answers are often yes
or No or a number. Closed-ended questions are used to gather specific information or to get
agreement, and/or confirmation.
For example, you may ask the customer:
What mobile handset are you using?
have you called us before
Closed-ended questions generally start with words such as did, is, can, will, would,
have, do, and are
Closed-ended questions are used for several purposes:
Keeping the customer focused and limit the range of conversation
Getting specific information
Need to check for verification and understanding
When speaking with a talkative customer
When asking questions:
Open the call with an open-ended question
Get more details with closed-ended questions like
how long have you been using the product
Ask another open-ended question
Follow up with another series of closed ended questions
Use closed-ended questions when closing the call:
-

Will that be all Mr Oludapo?

Is there anything else that I can assist you with?
Is there any other information you need?
Do you need more help?
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Telephone Etiquette and Email Writing

TELEPHONE ETIQUETTE
One of the most basic means of communication is the telephone.
The moment you pick up a telephone, body language and visual perceptions disappear and your tone
of voice becomes dominant. Almost the entire message you project to the customer over the phone is
derived from tone of voice and attitude.
For example:
A flat tone of voice says to the customer, I dont like my job and would rather be
elsewhere.
Slow pitch and presentation say, I am sad and lonely do not bother me.
A high pitch, rapid voice says, I am enthusiastic and excited!
A loud voice says, Im angry and aggressive.
Each style has strengths and weaknesses

LEARNING ACTIVITY SEVEN

Think about the problems you have faced using the telephone when contacting other organizations.
Which are the three things that irritate you most when you make calls?
1._______________________________________________________________________________
_________2.______________________________________________________________________
__________________3._____________________________________________________________
____________________________________________________________

Standards to aim for:

answer promptly (after two rings)
establish the name of the caller and use it, if culturally appropriate
listen without interrupting
concentrate and give undivided attention
be helpful - volunteer help instead of waiting to be asked
recap what action will be taken - don't forget to do it
smile as this helps your voice to sound more assertive and friendly

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Tips on Answering the Telephone

How a company answers the phone can tell the whole story of how they treat customers and
employees. The correct phrase said in the right order in a positive tone leaves a good impression and
starts the customer-client relationship off on the right foot.
Pick up the phone in three rings. More than three rings signals chaos in your office or
inattentiveness on the part of your company or organization.
Greet the caller, e.g. hello, good morning. Good manners show you respect the caller.
Give your name, e.g., Hi, my name is Emma. This is a courtesy that serves to personalize
the customer service experience as well as allowing the customer to hold you accountable for
your level of service. He/she now has a point of reference and someone to contact when
he/she calls back.
Ask the customer if or how you can help. Asking to help tells the customer you are there to
serve his/her needs and to solve his/her problems. This also leaves the customer with a
positive impression.
Put it altogether and you have a good example:
Good morning, thanks for calling the Insect Farming and Trading Agency, my name is Emma, how
may I help you?
The greeting is key; it sets the tone and style of the whole interaction.
Handling Conflict on the Telephone
Putting a Customer on Hold
Ask the customer if you can put them on hold; wait for them to say yes or no and then
explain it will only be for a short period of time.
Explain to customers why you are putting them on hold.
Thank customers for holding.
Transferring a Call
Ask the customer if they mind being transferred;
Wait for them to say yes or no and
Explain why they are being transferred and to whom.

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Taking a Message
Explain your co-workers absence in a positive light but do not be too specific.
Explain that your co-worker is in a meeting, conference, briefing, or training. Do not say he
or she is gravely ill, is too hung over to come to work, never called in today, cant be found,
that you do not know where he or she is, or that he or she was just here.
Give a reasonable estimate of when the co-worker will return.
Offer to help the caller, take a message or transfer to another staff member.
If a co-worker is on holiday and will not return to the office for some time, it is permissible
to say that he or she is on holiday. However, avoid details such as, Raymond is at thebeach
and I am sure he is having a great time. While such details may seem innocuous and even
humorous, they give the wrong impression to those seeking service.
Ending the Call
This is the final step in good telephone etiquette.
Repeat any action steps you are going to take to ensure that both you and the customer agree
on what action will take place.
Offer further assistance to the caller.
Thank the customer for calling.
Allow the caller to hang up first so that he/she doesnt accidentally get cut off in the middle
of a sentence.
Write down all important information as soon as you hang up the phone.

Electronic Communication (Email)

Communication via e-mail should be conducted in a professional and courteous manner. The e-mail
response should be clear, informative and timely. Communicate in a professional manner when
using the e-mail system. Never put anything in an e-mail message that would be viewed as offensive
or inappropriate for the business environment. Remember that all information contained in the email
message
is
considered
public
information.

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Email Features
E-mail has become one of the most critical communication devices today.
It enables the user to create an electronic paper trail of conversations and communications
It allows links, documents or other attachments to be included with this communication.
It is easy to use and can save a great deal of time if used correctly.
Certain challenges faced are;
There are currently no established e-mail style and standards
If rushed, it can add to confusion
E-mail serves as a record, so you must choose your words wisely
E-mails lack security.
E-mail vs Voice
Voice to voice communication is often preferred to using e-mail, particularly in the following
situation:
If communication requires a constant and a steady exchange of ideas (e.g, brainstorming)
If the matter is urgent
When communication is about personnel matter or issues of a personal nature
If the issue is emotional
The most common form of written communication in contact centres is likely to be e-mail.
Prior to sending a customer an e-mail, check the message for:
Spelling
Grammar
Clarity
Tone

Email Tips
Using standards and best practices in you written documentation communicates quality
service and professionalism to the customer
It will also facilitate comprehension if another analyst must take over communication
utilizing your notes

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Principle of E-mail communication

Use business-style writing
Write clear and concise messages
Avoid using excessive punctuation (eg., !!!)
Use a plain text and avoid fancy fonts, colors, and RTF or HTML- specific formatting
Avoid the use of abbreviations (eg using BTW instead of between)
Avoid using emoticons
Use standard headers or footers that are approved by management
Avoid using single word phrase replies e.g, yes, I agree)
Include the original message with your reply
Avoid using all uppercase letters
Take time to check and review your e-mail before sending it
E-mail Writing Fundamentals:
Understand the Audience
Label E-mail correctly
Set the background
Structure the message
Get the point
Call out details
Use bullets and numbering
Make the message easy to read
Use attachment
The following rules apply to writing e mails
Your electronic mailbox should be checked frequently for messages.
If you don't have an immediate answer and/or it may require a lengthier follow-up than normal,
acknowledge receipt of the e-mail message, but note that you need additional time to research and
respond.
If the e-mail message requires a response from someone else, acknowledge that you have
received the e-mail message and note that you are going to forward it to the appropriate person
who should handle the request. Include the person's name and e-mail address in your e-mail
response. Always include a closing sentence in your e-mail message, giving them options to
contact you if he or she needs additional assistance.
Get to the point
Use short sentences and
Get to the point as quickly as possible

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Call out Details

Use bold, underlining, and italics to focus the reader on what is important
Use Bullets and Numbering
Use summary bullets and numbered action steps as an effective communication device
Make the messages easy to read
Label the topics for the recipient to make it easy to read and comprehend, using the following
information:
Background
Issue Details
Resolution Steps
Closing
Contact information
Use Attachment
Remember to attach relevant document as necessary.

LEARNING ACTIVITY SEVEN

Use the template below to create an e-mail to a customer. Structure the message as giving an update
on the status of his last query, when to expect a feedback and close properly.

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MODULE THREE
CONFLICT MANAGEMENT AND PROBLEM SOLVING SKILLS
Topics in this module include:
Introduction to Conflict Management
Dealing with an Irate Customer
Dealing with an Inconvenienced Customer
How to Handle Conflict
Problem Solving Skills

OBJECTIVES

Identify points of conflict and the different techniques for reducing conflicts.
utilize a variety of methods for managing conflict successfully
How to handle conflict
Understanding the step-by-step process of solving problems

Introduction to Conflict Management

Conflict can have a positive effect, but left unchecked, the dangerous results of conflict can include
damaged relationships, destroyed creativity and productivity, lost commitment and wasted resources.
Whatever the reason of anger, there are clear signs that will help you identify points of conflict when
they occur. Signs that a conflict may be developing include:
A change in the customers tone of voice
A change in the customers rate of speech
The customer begins to withdraw
An increase or decrease in the volume of the customers voice
The use of words showing emotion such as:
o Tired of
o Displeased
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o Need
o Frustrated
o Afraid
The use of words indicating priority or severity such as:
o Important
o Critical
o ASAP
Dealing with an Irate Customer
When dealing with an irate customer, use the techniques for reducing conflict.
Remember, the customers anger is not personal.
You can also follow the following techniques V-O-M-P:
Ventilate
o Let the customer talk
o Listen actively
o Stay calm
o Take short notes
Our Problem
o Paraphrase
o Ask questions to clarify
o Make suggestions
Moccasins
o Put yourself in customers shoes
o Empathize
o Be honest
Planning
o Find solution
o Tell who is going to do what and when
o Take responsibility
o Solve the problem
o Give feedback
Dealing with an inconvenienced Customer
Inconvenienced customer is a customer who:
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Receives wrong information.

Faces the same problem again.
This customer is not really angry, but annoyed.
What to do?
Listen and dont make excuses
Apologize for any poor service
Take ownership of the problem
Resolve the problem
Handling an abusive customer
Abusive customers try to intimidate you with abusive language.
This can elicit an angry or sarcastic response from you unless you are in control of yourself
and the situation.
The key to handling abusive customers is not to get involved emotionally.
Before taking any action, always check your companys policy regarding abusive language.
What to do?
Maintain your professionalism
Politely warn that you will not help if such language is used.
Escalate if the abuse persists.
Remember: Do Not Take It Personally.
Handling a Rambler (Talkative)
This person never seems take a breath and is able to relate even the most disjointed concepts.
This customer will eventually mention the central reason for which he or she is calling.
What to do?
Taking control of the conversation
Using the customers name
Using closed ended questions
Sometimes it is difficult to know if the customer is an actual rambler, or if the customer is just
conveying unrelated details that he thinks might be important. In such cases:
Wait for the customer to finish
Acknowledge the customer and the information he or she provides
Ask a series of closed ended questions

Handling an Emotional Customer

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This customer is not irate, just very emotional.

This customer is worried about what will happen if the problem is not solved.
What to do?
Use the customers name
Empathize with the customer
Get the customer to focus on the solution, not the emotion
Handling language barrier
Speak slowly and clearly
Avoid using slang
Try using hand motions or writing
Dont pretend to understand
Ask questions and repeat what you understood
Suggest customer come back with English speaking friend
Learn about other cultures
Handling a Know-it-all-customer
They have just enough information to be dangerous.
They often focus on minor issues.
They try to distract you from the main issue.
They want to be seen as important.
They want the respect of others
What to do?
Listen Carefully.
Never ignore them.
Appreciate their knowledge
Try to correct them indirectly
Offer alternative and ideas
How to Handle Conflict
Some things which may upset a customer are simply unavoidable. Here are some tips on how to best
handle these situations:
Getting the crux of the issue
Ask the customer exactly what the issue is, never use the word problem.
Listen attentively/carefully to get the key points, reiterate to be sure you are on the same
page with the customer

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Proffer a solution depending on what the issue is

Assure the customer his concerns will be resolved within an allotted time frame
Get back to the customer on it as soon as possible, before the deadline
If there happens to be a lag in TAT, be sure to contact the customer immediately
A good customer service representative ends the call on a positive note, repeating any
actions agreed to be taken and what is going to be done to help or serve the customer.
There are a few tips to remember while handling conflict:
L A-B-O-U-R-- P
Letting the customer vent
Avoiding interrupting the customer
Being empathetic
Offering assistance.
Using the customers name
Remaining positive
Planning to solve the problem
If you still cannot satisfy the customer, it is a good idea to inform your supervisor or manager
of the situation.
Remember: Dont take it personally; Always Take it professionally.

LEARNING ACTIVITY EIGHT

In Groups of 2s, identify and discuss scenarios of conflict you have once encountered and how it
was resolved. Peradventure it wasnt resolved properly, what solutions do you proffer?

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Conflict Situation How You Can Both Win

To obtain a win-win end result:
Be willing to fix the problem.
Say what the problem is for you.
Listen to what the problem is for them.
Attack the problem, not the person.
Look for answers so everyone gets what they need.

Problem Solving Skills

Problems have always been solved through a step-by-step process which included defining the
problem, identifying alternative solutions, assessing the alternatives, making a decision and
implementing the solution.
Our numerous customers encounter challenges on daily basis either with our product or services.
They always depend on us as the company representatives to resolve some of these issues.

5 Useful Steps in Problem Solving

We have identified the following steps as being useful at solving problems effectively.
1. Define the problem
2. Identify options
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3. Identify best solutions

4. Plan how to achieve best solutions
5. Evaluate results.
1. Define the Problem
It is always important when confronted with a problem either from the customers or within the
workplace to look at the situation carefully. Figure out what it is that you are trying to solve. This
will be your problem.
Things to remember
Try and find the most important parts of the problem
Remain open-minded about the problem and its causes
Be as specific as possible when thinking about the problem.
For example - instead of saying "I hate my job," be more specific about what you
don't like, maybe "I don't like working third shift."
This first step is just for defining the problem, not for thinking about solutions yet.
Things to avoid
Immediately assuming you know what the problem and solution are
2. Identify Options
For this step: Make a list of all the things you can do about the problem.
Things to remember
Be creative when coming up with the list
Don't stop with the first couple of options - keep thinking.
As you go through, look at the options together and see if some can be combined.
Don't evaluate the options at this point.
Try to give yourself some time to think about the options before making the decision on
which one to use.
Think about each option - look at the positives and negatives of each before making a
decision.
Things to avoid
Only using the more obvious options; not being creative
Only thinking of a couple of options
3. Identify Best Solution
For this step: Think about each option and pick/decide which option is the best for you. Think about
what might happen if you do this.
Things to remember
Think about the possible consequences of your solution, including who else will be affected
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Make sure that your selected solution will produce the desired results
Things to avoid
Selecting the easiest solution because it is the easiest
Not thinking about the consequences of the plan and solution
4. Plan How to Achieve Best Solution
For this step: Think about what you will have to do to get there and what resources you might need
to use.
Things to remember
If possible, make a schedule of when each step would be finished.
Think through how the plan and solution will affect other people.
Think about objections to the plan and solution and have answers ready.
Things to avoid
Not thinking through all of the steps
Assuming that the plan and solution will work exactly as you think.
Ignoring other ideas
5. Evaluate Results
For this step: If your problem is still not solved, go back to the list of options and choose another.
Follow the same steps.
Things to remember
Follow-up with the problem, even if it seems to have been solved. Make sure that the
problem doesn't come back or that other things have happened as a result.
After the solution is implemented, changes might need to be made - possibly even starting
back to look at the options again.
Things to avoid
Not following up to make sure that the problem stays solved and that other things haven't
happened as a result
Assuming that the problem will always stay solved once the plan is implemented

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Summary
The WELCOME Approach
WELCOME
Welcome every call as an opportunity
Use the opportunity to practice your
professional skills
ENTHUSIASM
Keep a smile on your face and in your
voice
Sound enthusiastic and energetic
LISTENING
Be an excellent listener.
Take notes and ask questions
Avoid speaking longer than 30 seconds
without allowing the caller to participate
COURTEOUS
Use the callers name regularly
Ask the callers permission to put them on
hold
Thank the caller for remaining on hold
OPEN
Control your biases
Remember : Do unto others as you would
have them do unto you
MECHANICS
Refine and practice the vocabulary of
customer service.
Control your rate and pace of speech.
Practice using your voice to its full
capacity
EXCELLENCE
Take pride in your professional service
skills.
Understand human attitudes and beliefs

Offer to be of assistance in any situation

Remember to say, Thank you for calling
Use your pleasant standard greeting
Think positively about your important role
in customer service
Speak clearly and loudly enough to be heard
by someone 3-4 metres away

Paraphrase information to check

understanding
Dont interrupt!
Control your biases

Say please and thank you when

appropriate
Respect the callers right to disagree
Treat callers with respect
Keep a positive attitude
Have patience and tolerance with others

Avoid tentative and ambiguous language

Be careful of using an upward inflection, as
it can communicate insincerity and
uncertainty
Use clear pronunciation
Separate personal from professional
attitudes and behaviours
Provide options or possible solutions when
problem solving
Give everyone special treatment
Meet and exceed the callers expectations

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Conclusion & Action Plan

It is the practical side of customer service that counts, not the theory.
Action areas for improving my Customer Service Skills:

Attitudes &
Behaviours

Colleagues & Clients

Dealing with Difficult

People

Listening with Three

Ears

Telephone Use

Being More Assertive

Other

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