CSR Parts Of Customer Service:

Customer Service Relationship COMMITMENT

o Good customer service will always be the o A pledge to service and work
backbone of any business that works with o Keep your promises
people
o To build a good relationship with the TEAM THINKING
customer as they are the blood of one’s o “My actions affect everyone in my
business organization”
o Process of nurturing a positive relationship
with your customers COMMUNICATION
o Learn how to handle different customers o Active listening
with a mature mindset. o Positive responses
o o Empathy
If we are going to consistently exceed customers’ o Get to the bottom of what the customer is
expectations, we have to recognize that every looking for
aspect of business has an impact on customer o Really make them feel heard and
service. understood

WHERE is customer service delivered? SERVICE

• On the phone
• Face-to-face interaction
• Taking orders
• Social Media
• Providing information
• Email
• Selling or providing products and/or
services
• Scheduling appointments
• Delivering or installing products
• Repairing and troubleshooting
• The list goes on and on!
HOW is excellent customer service delivered?
o A personal commitment to making a
difference
o Know your stuff – you should be a paid
expert
Tips for Good Customer Service:
• Smile and be friendly
• Use a customer’s name if you know it
• Welcome the customer to your business
• Introduce yourself
o Ask “how may I help you?”
o Listen!
o Focus on the customer and value them

• Appearance *Danger phrases:

• Attitude 1. I don’t know
- Positivity is a learned behavior 2. We can’t do that
• Use empathy 3. You’ll have to…
- put yourself in the customer’s shoes 4. Hang on, I’ll be right back
• Friendliness 5. No (at the beginning of any sentence)
• Response-ability *Better phrasing
- take action to solve the problem
- go the extra mile 1. That’s a good question, let me find out
2. Let’s see what we can do
3. The next time that happens, here’s what we
can do…
 4. It may take me a few minutes to find out. -They are responsible for representing your brand
are you able to wait while I check? when interacting with potential buyers. Customer
5. While we may not be able to do that, here’s support isn't just about retaining customers. It's
what we can do… also an effective way to increase sales.

Four Common traits of good customer service:

EMPATHY
o Customers need
o someone who can relate to their problems
and shows real interest in helping them.

RESPONSIVENESS
o Customers don't want to be treated like an
interruption. They want attention, action,
and to feel important, no matter how much
they spend.

MOTIVATION
o You need a strong desire to succeed. This
gives you a better chance at employment
and promotion.

ASSURANCE
o Customers want to feel that their needs will
be met, and promises will be kept.

Handling an angry customer:

1. Keep calm
2. Listen carefully to the complaint
3. Repeat the complaint back to make sure
you understand the problem
4. Apologize that it happened
5. Acknowledge the customer's feelings
6. Explain what action you will take to correct
the problem
7. Thank the customer for bringing the
problem to your attention
If the customer is still unhappy, get help from your
supervisor.
WHY IS CUSTOMER SERVICE IMPORTANT?
o Competition and repeat business (external
customers)
When there is a problem:
• Acknowledge that a problem exists
• Do not view the problem as a personal
attack
• Ask questions to understand the problem
• Listen to the answers without interruption
and show interest and concern
• Clarify and verify by repeating the situation
• Simplify the problem by focusing on facts
and documenting a relevant chain of events
• Find the root cause of the problem
• Offer solution options to the customer
• Agree on a solution
• Follow up with the customer
 o Organizational effectiveness, efficiency, and FRIENDLY CUSTOMER
morale (internal customers) - Talkative
- Discusses a lot
- Warm and good-natured

Handling:
- Respond to warmth and hospitality
- Keep in business (be professional)

ANGRY OR IRATE CUSTOMER

- Impatient
- Argues a lot
- Does not listen

Handling:
TYPES OF CUSTOMERS - Be assertive, in control, not angry
- Be polite to the point
TOUGH OR AGGRESSIVE CUSTOMER - Calm & clear voice
- Egoistic - Do not give hollow promises
- Impatient - Emphasize
- Harsh

Handling: BUSINESS LIKE CUSTOMER

- Listen, allow them to talk first - Crisp and to the point
- Express your points as suggestions clearly - Appreciation
- Be courteous but firm - Avoids waste of time and procrastination

UNCERTAIN CUSTOMER
- Non-demanding
- Indecisive and unsure
- Evasive
- Seeks assurance

Handling:
- Maintain eye contact
- Brea barriers
- Listen
- Ask the right questions

KNOWLEDGEABLE CUSTOMER
- Demanding
- Technically sound
- Good knowledge about the product

Handling:
- Satisfy their desire for detail
- No fooling them
 #3 – Maturity Stage
Stable markets characterize this stage for the
business, stable revenue generation, and a highly
acceptable customer base. It is the stage where
revenue and profits are at their peak. The business
has a streamlined process and a stable source of
income for its various investors. Normally
businesses spend a lot of years in this stage.

#4 – Decline/Saturation Stage
This stage is characterized by the end of the
business cycle, falling revenues, profits, customer
movement, and the slow and gradual closure of the
business. Not all business reaches this stage, and
once a business reaches this stage, it’s the end of
the cycle for it. This stage is characterized by
customer disinterest and outdated
products/services of the business.

#1 – Introduction Stage
It is marked by the initiation of the business life
cycle characterized by the evolution of product
testing and understanding of the product’s
commercial viability. The purpose of this stage is to
check the product/service viability and
acceptability in the market. A most business fails to
go beyond this stage.

#2 – Growth Stage
This stage separates men from boys. Businesses
that reach this stage have achieved market
acceptability and revenue visibility. It is a high
growth stage of the business and results in
phenomenal growth in financial metrics before any
competitor arrives or the business loses its mojo.