• To refresh the basic understanding of

the different sets of knowledge and

skills about customer service.
• To provide participants with a
foundation that will guide them in
deciding what is good for their
customers.
Internal customer

External customer
oMaterial

oPersonal
 Is the act of giving assistance.
 An avenue for current profitability
 It’s a brand!
 It is also about treating customers with
respect, individuality, and personal
attention
 A customer defines good customer
service as how she perceives that an
organization has delighted her, by
exceeding to meet her needs.
 • A good customer service agent is
one who has the right mix of head and
a heart. One who enjoys his work and
has the right attitude towards life. Of
all the qualities ATTITUDE is the most
important one.
 Attitude is the way we perceive things and
situations in our life.
 Attitude could be positive as well as
negative.
 It is necessary to show a positive attitude
while dealing with customers.
 Positive attitude brings confidence and
energy into a person.
 Positive attitude help a person to cope
stress and problems in a better way.
CARING RESPONSES
 The four skills are:
1. Acknowledging ( Pagtanggap)
2. Appreciating (Pagpapahalaga)
3. Affirming(Pagmamatibay)
4. Assuring( Pagmamatiyak)
 What Kind of
Customer Service
We are expected to provide?
Commercial Survival
Job security
Good self-image
Behavior that TURN-OFF
Customers
 Making customer wait
 Not saying “Please” and or “Thank You”
 Speaking loudly to customer
 Making faces, frowning, not smiling
 Looking disheveled or like you do not care
about your appearance
 Focusing on another task while addressing
or servicing a customer
Thoughtfulness in meeting the customers
need
Personal responsibility for customer
Quick problem solving
Offering immediate assistance
Friendliness
Pleasant voice tone
Polite and courteous manners
Neatness
Genuine smile
 G- Greet the customers
 U- Understand customer needs
 E- Explain
 S- Suggest additional items
 T- Thank the customer
1. 80 % attitude and 20 %
technique
2. a mixture of knowledge and
skills
3. reflects the whole corporate
culture
4. is not a smile campaign
“Customer Service Attitude is
the inherent ability to look
at every interaction with the
customer as an opportunity
for customer delight and
service excellence”
1. Projecting Confidence
2. Thinking Positive
3. Using Positive Language
4. Being Enthusiastic
5. Conveying Speed or urgency
6. Taking Ownership or
accountability
7. Being Courteous
“ Who has Confidence in himself
will gain the confidence of
others”
Our beliefs fuel
our actions.
Positive beliefs
lead to positive
actions
and negative
beliefs lead to
negative
actions.
 Customer Service
reflects the whole corporate
culture
 Customer Service is NOT a
smile campaign !
• The quality of
WHAT you deliver
and
• The quality of
HOW you deliver
• There is only one boss. The
Customer. And he can fire
everybody in the company
from the chairman down,
simply by spending his money
somewhere else.

• The golden rule for every

business man is this: 'Put
yourself in your customer's
place.'‘
When we learn to appreciate one
another’s differences,
we become more
willing to listen,
more open to new ideas
and more eager to grow.
Turn Complaints Into Opportunities
Benefits of Complaints

 Improved procedures
 Elimination of product
defect
 More skillful customer
service behavior
 Higher performance
standards
 Customer- focused
management
1. Appreciate/Thank the customer for
sharing the complaint
2. Apologize for the error / mistake /
inconvenience.
3. Listen actively and nod from time to time
showing interest
4. Show Empathy – Put yourself in the
customer’s place
Handling Complaints
5.Resolve, if it is within your control.

6.If not solved immediately, take down the

customer’s details (name, telephone
number, address) to contact with the
solution

7.Do follow up till the customer is satisfied

REMEMBER: Don’t take customers’

complaints personally
 Be sure to understand the question or
request before responding.
 Be sure the information you provide is
accurate and current. If you are unsure,
advise the customer you will need to get
back to him. Specify time frame.
 Do not promise or simply something will
be done if it is outside your ability to
provide.
 YOU must be your
customers’ BEST choice !
THANK YOU!