Basic Customer Service For PDC

BASIC
CUSTOMER SERVICE
TRAINING
“The reason for success”
SCHEDULE
DAY 1
MORNING
08:30-09:15 Introduction & House Rules Setting
09:15-10:30 Expectations Setting & Company Vision Discussion
10:30-11:00 Coffee Break
11:00 -13:30 Professionalism
AFTERNOON
01:30 – 03:00 Customer Service
03:00 -03:15 Coffee Break
03:15 – 05:00 Customer Service (Continued)
First Thing First
INTRODUCTION
• Name
• Expertise and experience
• Job title
• A little something about you that may interest
your colleagues
HOUSE RULES
• No Cellphones • Activities and Events
• Be On Time • Video
• Breaks and Lunch • Role Play
• Participation • Evaluation
• Questions & Answers

EXPECTATION
• What do you expect to learn from this 3 days

training?
• Please write on the stick-it colored paper and post it

on the expectation tree.
OUTLINE
Session 1 – PROFESSIONALISM
Session 2 – CUSTOMER SERVICE
Session 3 – CUSTOMER SERVICE QUALITY
Session 4 – COMMUNICATION SKILLS
Session 5 – TEAMWORK
Session 6 – CUSTOMER RELATIONSHIP MANAGEMENT
Session 7 – STRESS MANAGEMENT

Vision
Mission
Values
Mission
To provide compassionate, caring and higher quality medical
imaging services to improve the quality of life for our patients,
our physicians and our community as a whole..
Core Values
Core Values
• Patients complete Satisfaction
• Confidentiality
• Respect
• Accountability
Session One
PROFESSIONALISM
LEARNING OBJECTIVES
At the end of this module, participants will be able to: -
• Define who a professional is;
• Describe the qualities of professional;
• Identify acceptable and non-acceptable practices in the
workplace professional context.
• Practice professionalism at the work place.
Profession
Professionalism Professional
Professional
Look
EVALUATE YOUR ORGANIZATION’S CUSTOMER
SERVICE
• From the professional point of
view, why do you give the
evaluation rating (excellent or
good or average)
PROFESSIONALISM
PROFESSION
• A profession is a job at which someone works and for

which they have had training
Eg. Frontline customer handling

PROFESSIONALISM
PROFESSIONAL
• Is a person who is “conforming to the technical and/or
ethical standards of a profession“.
• Professionals exhibit courteous, conscientious and

generally business-like manner in work place
PROFESSIONALISM
PROFESSIONAL LOOK IN PDC
• Which category of PDC staff wear uniform?
• How do you tell when ones wears complete
uniform?
• Do you have Uniform Regulations?
• Does everyone wears uniform as
expected/required?
• What is the correcting mechanism when
Uniform is worn out of order or in a way mis-
representing the Company?
PROFESSIONALISM
PROFESSIONAL LOOK
• Grooming is just as important to a professional appearance
as the clothing you select.
• Regularly washing and styling your hair, using personal
hygiene products, keeping clean, well-manicured nails, and
for men, shaving every day.
• Women should use a light hand with makeup and perfume.
PROFESSIONALISM
PROFESSIONAL LOOK
PERSONAL APPEARANCE & GROOMING DONT’S
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PROFESSIONALISM
PROFESSIONAL LOOK
PERSONAL APPEARANCE & GROOMING DONT’S
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PROFESSIONALISM
DEFINITION
• Professionalism is the conduct, behavior and attitude of
someone in a work or business environment.
• A person doesn't have to work in a specific profession to
demonstrate the important qualities and characteristics of a
professional.
PROFESSIONALISM
A WINNING ATTITUDE
• Attitude is our opinions, beliefs, and feelings about aspects of our
environment.
• It is a predisposition towards ourselves, colleagues, customers, our
boss, family & friends, work, life, etc..
• They are often the result of experience or upbringing, and they can
have a powerful influence over behavior. As professionals we need
to mind our attitude is shaped towards the positive and winning.
NOTE: - While attitude is enduring, it can also change.

PROFESSIONALISM
A WINNING ATTITUDE
• What is Attitude?
• How is it demonstrated?
(write both the positive
and the negative attitude
demonstration)
• Why is it important?
PROFESSIONALISM
A WINNING ATTITUDE
• As professionals, the way we feel about ourselves strongly affects
how we deal with others.
• An uncaring attitude influences the quality of the care we provide.
We need to feel good about ourselves in order to adequately
utilize caring communication.
• Changing attitude for the better does not happen automatically.
PROFESSIONALISM
A WINNING ATTITUDE
Recognize that
Take ownership of
others rarely
what we do
cause our problem
By understanding and remembering that,

we can deal with other people in a more caring manner.
PROFESSIONALISM
A WINNING ATTITUDE
To successfully deal with others, we must first

successfully deal with ourselves!
PROFESSIONALISM
ATTITUDE
Watch your thoughts; they become words.

Watch your words; they become actions.
Watch your actions; they become habits.
Watch your habits; they become character.
Watch your character; it becomes your destiny.
Frank Outlaw
PROFESSIONALISM
ATTITUDE
PROFESSIONALISM
HAVING A POSITIVE ATTITUDE MEANS: -
• Feeling good about yourself for it gives

you more self-confidence;
• Being Warm;
• Demonstrating Friendliness;
• Maintaining Honesty;
• Exercising Patience;
• Engaging in Positive interaction at all times.
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PROFESSIONALISM
HAVING A POSITIVE ATTITUDE
• Feel good about yourself, it will give you more
self confidence
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PROFESSIONALISM

• Be Warm
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PROFESSIONALISM

• Be friendly
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PROFESSIONALISM

• Be honest
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PROFESSIONALISM

• Be patient
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PROFESSIONALISM

• Have a positive interaction
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PROFESSIONALISM
Other Examples Of Professional Behaviors Include: -

• Showing compassion to others;
• Responding appropriately to the emotional response of patients
and family members;
• Demonstrating respect for others;
• Self motivation;
• Demonstrating a calm, compassionate, and helpful attitude;
• Being supportive;
• Teamwork and diplomacy;
PROFESSIONALISM
MAINTAINING A POSITIVE ATTITUDE
• Encourages good personality
• Enables oneself to understand customer’s
problem
• Enables oneself to deal with different customers
• Makes you feel less threatened and anxious
• Positively influence customer’s attitude &
response
• Ensures excellence in service
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PROFESSIONALISM
• Customers appreciate a customer service or a sales
representative who will see their problem through to its
resolution.
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PROFESSIONALISM
• Have a good time management skills not to spend too

much time handling one customer while others are
waiting.
• Stay focused on your goals to achieve the right balance.
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PROFESSIONALISM
• Admit your mistakes, even if you discover them before

your customers do.
• Builds trust and restores confidence.
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PROFESSIONALISM IN PDC
Pioneers
Diagnostic
Center
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PROFESSIONALISM
Skills to demonstrate in professionalism: -
• Product Knowledge
• Interpersonal Skills
• Operational Skills
• Customer Value skills
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PROFESSIONALISM
Skills to Demonstrate in Professionalism: -
• Product Knowledge and Quality of Work
 Knowing our job’s functions;
 Skills acquired to do our
jobs;
 Knowing our company’s
standards, procedures &
policies;
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PROFESSIONALISM
 Knowledge of the service your

company provides
Understanding and delivering
expected level of performance
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PROFESSIONALISM
 Knowledge of office features,

functions and uses
 Stay informed enough to respond
to most inquiries and know where
to turn if the questions become too
detailed or technical for you to
answer.
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PROFESSIONALISM
• Interpersonal Skills
 The ability to deal with
customers in a friendly
and professional
manner.
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PROFESSIONALISM
• Operational Skills
Professionals must be skilled
to plan schedules, trace
medical history of the patient,
arrangements to make
reservation for a diagnostic
laboratory services.
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PROFESSIONALISM
• Customer Value
 The ability to identify and
anticipate the customer’s
needs based on past customer
profiles to recommend
products and services best fits
the customers’.
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IN CONCLUSION
Your job is your Profession
Know that you are professional
Mind Your Professional Grooming
Perform Professionally
PROFESSIONALISM
SESSION SUMMARY
• Who is a professional?
• What are the qualities of a professional;
• What are acceptable and non-acceptable professional
practices?
Session Two
CUSTOMER,
SERVICE, AND
CUSTOMER SERVICE
BASIC CUSTOMER SERVICE
TOPICS
• What is Customer? • Nature & Perception of Service
• Who is Customer? • Customer Service; Its Benefits
• Types of Customers and its Types
• What is Service • Tools for Customer Service
LEARNING OBJECTIVES
• Define Customer, Service & Customer Services;
• Describe importance or customers to existence of organizations;
• Identify types of customers;
• Understand the impact of internal customers to organizations’
performance;
• Identify nature of service and how customers perceive it;
• Describe service standard
SHARE YOUR GOOD OR BAD
EXPERIENCE AS A CUSTOMER
CUSTOMER SERVICE
?
WHAT IS CUSTOMER?
WHO IS A CUSTOMER?
• Everyone is a customer;
• Everybody has customer/s;
CUSTOMER SERVICE
WHAT IS CUSTOMER?
• Someone who brings his/her
needs and desires
• A party that receives or consumes
products (goods or services)
• The target of our business
• The most Important person for We are dependent on him/her
our company, he/she is not
dependent on us.
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CUSTOMER SERVICE
WHAT IS CUSTOMER?
• Seeks to receive some sort of
service from another person or
from an organization
• Reason for the existence of your
organization
• Does a favor to your organization
by offering a need to the service
CUSTOMER SERVICE
WHAT CUSTOMER: -
IS NOT IS
An interruption of work Is the purpose of job
Outsider in our business Is a part of our business

Doing him/her a favor by Is doing us favor by giving
serving him/her us an opportunity to provide
service
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CUSTOMER SERVICE
WHAT DO CUSTOMERS MEAN TO YOUR

ORGANIZATION?
HOW IMPORTANT ARE THEY TO YOU?
CUSTOMER SERVICE
WHAT DO CUSTOMERS
MEAN TO THE COMPANY?
• Who deserve courteous and
attentive treatment;
• Who have choices;
• Who do not interrupt our work,
but are the purpose of it;
• Who are the livelihood of our
organization.
CUSTOMER SERVICE
TYPES OF CUSTOMERS
Internal External
Customers Customers
CUSTOMER SERVICE
INTERNAL CUSTOMERS
• Rely on your support, input and assistance to do their job well;
• Departments, Units, Sections working as one to achieve the same
objectives;
CUSTOMER SERVICE
?
WHY ARE INTERNAL CUSTOMERS
AND INTERNAL CUSTOMER SERVICES
IMPORTANT?
WAS THERE A TIME WHEN YOUR WORK

WAS DISRUPTED AS A RESULT OF
INTERNAL CUSTOMER SERVICE
PROBLEM?
CUSTOMER SERVICE
IMPORTANCE OF INTERNAL CUSTOMERS: -
• Improves internal communication
• Enhances job satisfaction and
commitment
• Improves working environment
• Deliver quality service to the end
users/external customers.
CUSTOMER SERVICE
IMPACT OF INTERNAL CUSTOMERS
• Poorly treated employees,

treat external customers the
same way;
• You can’t give better service
to your customers than you
do to those you work with;
CUSTOMER SERVICE
EXTERNAL CUSTOMERS
• Are outside of the company
• Are the sources of revenue
• Without them, the company won’t
be in the business
• Are people who buy your products
and services
CUSTOMER SERVICE
?
WHAT IS SERVICE?
CUSTOMER SERVICE
WHAT IS SERVICE?
• Set of activities that has the features of meeting expectations;
• The interaction between the service provider and the recipient;
• The feeling that a service recipient has with a service provider;
• Range of intangible offerings;
CUSTOMER SERVICE
WHAT IS CUSTOMER SERVICE?
EXAMPLE
• Parking space for customers, polite reception service, courteous
communication, attentive and helpful approach, fast payment
service, short waiting time, smooth queue processes, etc;
CUSTOMER SERVICE
THE NATURE OF SERVICE: -

• INTANGIBLES can not be seen
• PERISHABLES are neither stored or inventoried
• INSEPARABLE are simultaneously produced & consumed
• VARIABLE is subjective as a result of human involvement

TRAINING SCHEDULE
DAY 2
MORNING
08:30-10:30 Customer Service (Continued)

11:00 -12:30 Customer Service Quality
12:30-01:30 Lunch Break
AFTERNOON
01:30 – 03:00 Customer Service Quality (Continued)
03:15 – 05:00 Communication
CUSTOMER SERVICE
PERCEPTIONS OF SERVICE
BASIC CONCEPT OF SERVICE
• At any point in the interaction with
a customer, customer has an
opportunity to gain or form an
impression of the service and the
service provider.
NOTE: This is called the Moment of Truth

CUSTOMER SERVICE
CUSTOMERS EXPECTATION
Performance > Expectation
Performance = Expectation
Performance < Expectation

CUSTOMER SERVICE
Moment of Magic
Consistent and predictable customer
interactions above average all the time.
Moment of Mediocrity
Average Service
Moment of Misery
negative experiences, problems, rude
service, complaints, etc.
CUSTOMER SERVICE
The Moment of Truth determines whether a customer:
• Becomes a customer
• Remains a customer
• Brings new customers
CUSTOMER SERVICE
?
SHARE YOUR PERSONAL BEST AND WORST
MOMENT OF TRUTH
WHILE CONSUMING SERVICE
CUSTOMER SERVICE
“Service, like beauty, is in the eyes of the
beholder”
CUSTOMER SERVICE
Customers define service

according to their perception!
CUSTOMER SERVICE
“Service is what the customers say it is”

CUSTOMER SERVICE
Service can be seen differently: -
• By different people in the same
cultural group
• By people from different social,
cultural and geographic background
• By the same person at different times
and in different moods
• By people with different levels of
knowledge and experience
CUSTOMER SERVICE
SERVICE STANDARDS
c e Five S
vi tar Se
r rvice
Se
lar e r vi c e
gu 1 C
st la s s S
Re
Poor S Quality Service
ervice
na l
ice pti o
Ser
v e
e at Exc rvice
Gr Se
CUSTOMER SERVICE
IS THERE ANY DIFFERENCE BETWEEN

SERVICE AND CUSTOMER SERVICE?
IF THERE IS A DIFFERENCE BETWEEN

THEM, PLEASE WRITE THEM DOWN?
EVALUATE YOUR ORGANIZATION’S
CUSTOMER SERVICE
• Evaluate Pioneers’ from the

professional service point of
view.
• Why do you give the evaluation
rating (excellent or good or
average)?
CUSTOMER SERVICE
WHAT IS CUSTOMER SERVICE
• Spectrum of activities designed to enhance customer
expectation and enjoyment of product benefits.
• Building customer focused organization & employees
• Fulfilling all customer needs
• Going extra mile to delight
customers
• Trying to exceed and not just
meet expectations
CUSTOMER SERVICE
• Providing customers with what

they want;
• Offering consistent levels of
service;
• Customer enjoys his/her
experience and likes your
services;
CUSTOMER SERVICE
• Customer will buy your

product or use your services
again;
• Friendly, polite, courteous and
helpful service throughout the
service; encounters
CUSTOMER SERVICE
BENEFITS OF CUSTOMER SERVICE – FOR THE CUSTOMER
• Provides a psychological or emotional benefit.

• Customers feel confident that their needs have been responded to.
CUSTOMER SERVICE
BENEFITS OF CUSTOMER SERVICE – FOR THE STAFF
• Positive feedback from the

customer.
• Respect, sense of
recognition, achievement,
promotions
CUSTOMER SERVICE
BENEFITS OF CUSTOMER SERVICE – FOR THE COMPANY
• Survival, growth and Financial

prosperity of your company;
• Shift of customers from other
competing or rival companies
to your company;
CUSTOMER SERVICE
WHY SHOULD EMPLOYEES BOTHER ABOUT

CUSTOMER SERVICE ISSUES?
ISN’T THIS THE PROBLEM OF MARKETING OR

MANAGEMENT?
CUSTOMER SERVICE
Customer Service Is The Business Of

Everyone In The Company.
CUSTOMER SERVICE
NO EXCEPTIONAL CUSTOMER
SERVICE
THE COMPANY CAN’T COMPETE

CUSTOMER SERVICE
PASSIVE CUSTOMER AVERAGE CUSTOMER PROACTIVE
SERVICE SERVICE CUSTOMER SERVICE
• Starts after receiving • Offers what customers • Service exceeds
customer complaint expect expectations
• Moves on solving the • Whereby disappointments • makes buying a pleasant
complaints are likely experience
•Usually is a one time • delivers service more
activity efficiently
• Basically, wait till the • increases customer
complaints come again retention
• Unresponsive • Lesser complaints
CUSTOMER SERVICE
IS YOUR ORGANIZATION,
AT REACTIVE, AVERAGE OR PROACTIVE CUSTOMER
SERVICE STAGE?
WHY AND HOW DO YOU TELL THAT?

CUSTOMER SERVICE
TOOLS FOR PROACTIVE CUSTOMER SERVICE

• Be friendly
• Be confident
• Build a rapport
• Ask “smiling” questions
• Assure them again that you can help
• Ask intelligent follow up questions
CUSTOMER SERVICE
“ If you can’t please your customer, you don’t

deserve new ones.”
- Scott Cook, founder, Intuit
CUSTOMER SERVICE EXPECTATION FROM
PDC
SAFETY
• Safe & Professional Medical
Practice with Care;
QUALITY
• Exceeding customers expectation;
• Personalized Service;
PDC
PRICE FOR VALUE

• Echocardiography
• Digital 3D Mammography
• X-Ray/ Radiography
• 4D Ultrasound Imaging
• CT (Computed Tomography) Scan
• Magnetic Resonance Imaging (MRI)
PDC
INTEGRITY
• Honesty,
• Loyalty,
• Respect,
• Ethics
• Accountability,
• Belongingness,
• Transparency
PDC
CUSTOMER FOCUS
• Customer is center of our service
• Maintain lasting & collaborative relationships
PDC
PROFESSIONALISM
• Respect
• Confidentiality
• Innovation
• Teamwork
CUSTOMER SERVICE
CUSTOMER SERVICE
FINDINGS OF CUSTOMER SERVICE SURVEY
• 2% increase in customer retention is the same as cutting
costs by 10%
• It costs 5-6 times more to attract a new customer than to
keep an existing one
• Companies can boost profits from 25-125% by retaining
merely 5% of more existing customers.
• There are 26 other unhappy customers who say nothing and
of those 26, 24 will not come back for every unhappy
customer who complains
CUSTOMER SERVICE
FINDINGS OF CUSTOMER SERVICE SURVEY
• Satisfied customers tell to 4 people each about their positive
experience with your company;
• Whereas dissatisfied customers tell 10 to 12 people each

about their bad experience;
CUSTOMER SERVICE
IN CONCLUSION
Excellent service to everyone

&
Customers are our job!
IN CONCLUSION
Customers are our job
Every customer deserves excellent service
You are the Company

CUSTOMER, SERVICE, and
CUSTOMER SERVICE
SESSION SUMMARY
• What is Customer, Service & Customer Services?
• How important are customers to existence of organizations?
• What are the types of customers;
• How important are internal customers to organizations’
performance?
• How do you describe nature of service?
• How cu customers perceive service?
• What is service standard?
Session Three
CUSTOMER SERVICE QUALITY

TOPICS
• Quality Service and Its Characteristics;
• Service Mentality
• Service Stars Daily Habit
OBJECTIVE
• To define quality service;
• To identify characteristics of service quality
• To describe the Five Service Quality Dimensions
QUALITY SERVICE
• Quality service does not simply come from a friendly transaction
or helpful technology;
 It is the result of truly
understanding your customer’s
intellectual and emotional
expectations and putting the
right guidelines and service
standards in place to exceed
them;
QUALITY SERVICE
• When an organizational framework properly unites its’
people, place and process by putting the customer at its
core, exceptional service becomes possible across
customer touch points.
CHARACTERISTICS OF QUALITY SERVICE
• Service quality is more difficult to

measure objectively than product
quality as service characteristics
include intangibility,
heterogeneity, and inseparability
of production and consumption of
services.
CHARACTERISTICS OF QUALITY SERVICE
1. RELIABILITY
Ex. Result collection per the promise time & date
2. ASSURANCE
Ex. Product knowledge, courtesy to answer questions, etc.
3. RESPONSIVENESS
Ex. Willingness to help customers and provide prompt service
4. EMPATHY
Ex. Acknowledging the customers feelings
5. TANGIBLES
Ex. Office set-up, machines, employees, equipment, etc.
QUALITIES OF A CUSTOMER SERVICE
PROFESSIONAL
HOW DO YOU
WHAT IS IS FIRST
CREATE A
FIRST IMPRESSION
GOOD FIRST
IMPRESSION? IMPORTANT?
IMPRESSION?
THE SERVICE MENTALITY- EMPATHY
EMPATHY
• Having the capacity for
understanding, being aware of
and being sensitive to the
feelings, thoughts and
experiences of a customer
THE SERVICE MENTALITY- ENTHUSIASM
ENTHUSIASM
• Bringing an observable high level
of energy or interest to a situation
THE SERVICE MENTALITY- OWNERSHIP
OWNERSHIP
• Processing the commitment to
solve a problem or steering it to
someone who is responsible
THE SERVICE MENTALITY- RESPONSIBILITY
RESPONSIBILITY
• Living up to previously agreed
upon responsibilities
THE SERVICE MENTALITY- ADAPTABILITY

ADAPTABILITY
• Having the flexibility to
effectively deal with different
types of customers and
situations
THE SERVICE MENTALITY- BALANCE
BALANCE
• Having the capacity to
successfully satisfy the customer
while considering the resources
and needs of your organization
THE SERVICE MENTALITY- RESILIENCE

RESILIENCE
• Having the ability to bounce back
from adversity
SERVICE STARS DAILY HABITS
Acknowledge
Focus on
the Greeting Use of
the
customer’s Manner names
customer
presence
Treat
Eye Time factor
Posture Customer
Contact
well
Personal
Establishing Presentatio First Physical
Rapport n Impression Needs
SERVICE STARS’ DAILY HABITS
ACKNOWLEDGING CUSTOMERS’ PRESENCE

• Greetings
• Use of names,
• Focus on the Customer

POSTURE
• Maintain an open posture during interactions
EYE CONTACT
• Maintain continuous eye
contact with the customer
TREAT THE CUSTOMER WELL BY:
• Being willing to assist (both in actions & words),
• Behaving in a friendly manner (showing your existence to help)
• Being enthusiastic
• Having good manners
• Respecting the customer (i.e. refrain from violation)
THE TIME FACTOR
• Avoid making feel the customer that you have no time to devote to
him/her.
• It is important to give your customer the feeling that what ever
he/she requires is worthy of your time.
ESTABLISHING RAPPORT INCLUDES:

• Personal Presentation
• Self-Presentation
• First Impression
• Physical Needs
• Information Needs
PERSONAL PRESENTATION
• This has to do with the “look” one
projects at the first instance of
encounter
• The term “look” incorporates
hairstyle, type of dress, the amount
and type of jewelry worn, make-up
• It in fact is about anything that
decorates a person’s physical
appearance
PERSONAL PRESENTATION
• Uniforms convey a lot of
information
• Uniforms indicate organizational
identity
• Thus, uniform must be clean, neat ,
pressed and in good repair
• Keep the use of make-ups,
fragrance and jewelers in
moderation
PHYSICAL NEEDS
IN CONCLUSION
Service quality is about customer’s expectations and exceeding them
Service quality characteristics come through professional exercises of the

staff
Professionals with service mentality makes the difference in quality service

SESSION SUMMARY
• What is quality service;

• What are characteristics of service quality
• What are the Five Service Quality Dimensions
Session Four
COMMUNICATION
SKILLS
COMMUNICATION
TOPICS
• Communication Definition; • Communicating for Result;
• Communication Process; • Barriers of Communication;
• Effective Communication; • Listening Skill;
• Types of Communication;
COMMUNICATION
LEARNING OBJECTIVES
• Describe role of communication in effective Customer Service

• Types of Communication
• Recognize verbal and non-verbal communication
• Identify barriers to effective communication
• Apply principles of effective listening
• Explain characteristics of effective questions
• Learn the impact of culture on communication and sensitize
learners to the differences and how to overcome cultural barriers
while communicating
COMMUNICATION
WHAT IS COMMUNICATION?
• Is defined as “the process of transferring messages to
others clearly, accurately, adequately, timely, both oral
and written”;
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COMMUNICATION
WHAT IS COMMUNICATION?
• Communication is a process by which ideas are transferred from
one person’s mind to another.
• Communication is the exchange of information.
COMMUNICATION
THE COMMUNICATION PROCESS INVOLVES:
• Sender/Encoder
• Receiver/Decoder
• Media of communication channel
• Message
• Noise/Interference
• Feedback
COMMUNICATION
COMMUNICATING EFFECTIVELY
When Is Communication
Effective?
• The sending of data/information
alone can not guarantee effective
communication
• The parties in the communication
process must have the ability and
skill to speak, write, read and
listen.
COMMUNICATION
COMMUNICATING EFFECTIVELY
Communication Is Effective When: -
• It is concise and clear

• It is correct and coherent
• It is complete and convincing
• It is conversational and courteous
COMMUNICATION
Clear Communication For

Effectiveness: -
• Ensure you convey to customers exactly

what you mean.
• Use authentically ( truly ) positive language,
• Stay cheerful no matter what and never end
a conversation without confirming the
customer is satisfied.
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COMMUNICATION
Empathy, Patience and consistency

For Effective Communication: -
• Some customers will be irritated. Others
will be full of questions. And others will
just be chatty (talkative, friendly etc.)
• You must know how to handle all of them
and provide the same level of service
every time.
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COMMUNICATION
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TRAINING SCHEDULE
DAY 3
MORNING
08:30-10:30 Communication (Continued)

11:00 -12:30 Communication (Continued)
AFTERNOON
01:30 – 03:00 Teamwork
03:15 – 05:00 Teamwork (Continued)
COMMUNICATION
TYPES OF
COMMUNICATION
VERBAL NON VERBAL
VERBAL
ORAL WRITTEN
COMMUNICATION
“It is not what you say but how

you say it that gives the real
meaning.”
COMMUNICATION
NON-VERBAL COMMUNICATION
DEFINITION:
• Transmission of messages or signals through a non- verbal
platform such as eye contact, facial expressions, gestures,
posture and the distance between two or more individuals.
COMMUNICATION
Spoken Words 7%
Tone Of Voice 38%
Body Language
55%
COMMUNICATION
COMPONENTS OF NON-VERBAL COMMUNICATION

• Smile
• Eye-Contact
• Tone of Voice
• Maintaining good posture
• Displaying appropriate gesture
• Chewing Gum
• Personal Space
COMMUNICATION
COMMUNICATION FOR EFFECTIVE RESULT
TYPES OF
COMMUNICATION
CARING UNCARING
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COMMUNICATION
CARING
Role Play UNCARING
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COMMUNICATION
CARING COMMUNICATION
• Confirms our commitment to
provide our customers an
exceptional service
• Is key to high reliability to the
organization
• Earns trust
06/10/2022 158
COMMUNICATION
UNCARING COMMUNICATION
• Creates an opposite reaction to caring
communication
• Causes anger and resentment/
bitterness
• Makes us feel unimportant and
unappreciated
06/10/2022 159
COMMUNICATION
BARRIERS OF COMMUNICATION
PHYSICAL BARRIERS
 Virtual meetings/Telephone handling, office/counter set-up
PSYCHOLOGICAL/EMOTIONAL BARRIERS
 Stereotyping, trauma, anger, frustration, stress, depression, anxiety
SEMANTIC BARRIERS
 Jargons, Language differences, etc.
CULTURAL BARRIERS
 Accent, differences in perception & view point
COMMUNICATION
Identify the techniques to reduce

barriers to effective communication?
COMMUNICATION
EFFECTIVE COMMUNICATION
Choose the right means of communication
Recognize and respect cross cultural differences and thus avoid biases
Acknowledge individual differences
Use simple words, avoid jargons/technical terms, clear to the point
Don’t jump into conclusion based on your perception
Know what to say, to whom, why and how
Always ask clarification from a customer for precision
Perform Recap
COMMUNICATION
Aspects Of Good Personal Presentation: -
• Clean and combed hair
• Neat and moderate cosmetics
• Clean and pressed clothing
• Shoes polished
• Clean hands and fingernails
COMMUNICATION
TIPS ON IMPROVING NON-VERBAL COMMUNICATION

• Self awareness/conscious follow up of self
• Take note of your posture, movements, and objects
• Ask friends for feedback
• Videotape yourself in a conversation or speech
COMMUNICATION
VERBAL COMMUNCATION
PHRASES TO AVOID INSTEAD USE
I will try to fix it I will fix it
Let’s figure how we can take

It is not our policy care
of this
I can’t help you Let me see what I can do

COMMUNICATION
LISTENING SKILLS
Why do you think we have one mouth and two ears ?
COMMUNICATION
LISTENING SKILLS
• It is the heart of communication.
• It is more than hearing.
• It is a psychological process that involves:
Understandin
Attending Interpreting g
COMMUNICATION
STEPS TO ACTIVE LISTENING
Remain
Focus entirely Listen with full Maintain eye objective;
on customer; attention; contact;
do not judge;
Summarize/
Listen with Be Reflect back
Recap/
Understanding; encouraging; your feelings;
Paraphrase/
COMMUNICATION
LISTENING SKILLS
Real Communication Occurs When We Listen With
Understanding:
• To see idea and attitude from the others perspective
• To sense how it feels to them
• To achieve their frame of reference in regard to discussion point
• To truly understand what others need and expect from you
Stop talking
Avoid argument Show that you

and criticism want to listen
The
Golden
Rules Of
Hold your
temper
Good Eliminate
distraction
Listening
Be patient Empathize
COMMUNICATION
BARRIERS TO EFFECTIVE LISTENING

• Languages
• Emotions
• Stress
• Noise
• Perception
• Environmental/Physical Barrier
NOTE The biggest communication problem is that we do not listen to

understand, but listen to reply
COMMUNICATION
HOW TO BE A GOOD COMMUNICATOR?
Talk so people will listen
Listen so people will talk
Connect emotionally
Read body language
Skip the jargon words
06/10/2022 172
COMMUNICATION
ACTIVE
LISTENING
COMMUNICATION
We all want our customers to walk away thinking how

great our hospitality and service was!!!
06/10/2022 174
IN CONCLUSION
Communication is being able to communicate your thoughts and feelings in

such a way that the other person shares the same meaning you do
Involves active listening for clear comprehension

COMMUNICATION
SESSION SUMMARY
• What is the role of communication in effective Customer
Service?
• Describe verbal and non-verbal communication;
• What are barriers of effective communication?
• What are principles of effective listening? How can we apply
them?
• What are the characteristics of effective questions?
• How is communication impacted by culture?
• How can we overcome cultural barriers in communication?
Session Five
TEAMWORK
TEAMWORK
• Objectives: -
– Define Team & Teamwork;
– Identify the virtues of the ideal team player;
– Assess the virtues of your current team;
TEAMWORK
THE ROLE OF TEAM IN CUSTOMER SERVICE
Together We Achieve More
06/10/2022 180
TEAMWORK
WHAT IS TEAM?
Together
• A group of individuals, working
together for a common
purpose (Internal Customer)
Everyone
Achieves
More
06/10/2022 181
TEAMWORK
WHAT IS TEAM?
• A group of individuals, working together for a common purpose
(Internal Customers);
• The sum of the efforts (collective performance) undertaken by
each team member for the achievement of the team’s goal;
• The backbone of any team;
• Every member in a team has to perform and contribute in his
best possible way to achieve a common predefined goal;
06/10/2022 182
TEAMWORK
TEAM PLAYERS
• Offer each other encouragement;

• Support each other;
• Learn from each other;
• Identify areas for improvement;
• Coach each other from team
success;
• Believing in the team success
comes first – look at bigger
picture;
TEAMWORK
TEAM PLAYERS
• What kind of team player are you?
• Please rate yourself using the assessment sheet on the
next two pages and identify your team player style.
TEAMWORK
• Instructions:
– Take this assessment to evaluate yourself. Respond
as honestly as possible, as this will allow you to most
accurately identify any areas of development that you
may have.
– Use the scale below to indicate how each statement
applies to how you think your teammates may see
you and your actions on the team. Choose the rating
response number that best applies to each statement
and record it in the box to the right of the statement.
Then total your scores for each of the three virtues.
Rating Scale: 3 = Usually 2 = Sometimes 1 = Rarely

Rating Scale: 3 = Usually 2 = Sometimes 1 = Rarely (adopted from Patrick Lencioni’s Ideal Team Player book)
Name: - ______________________________ Score

1. I compliment or praise my teammates without hesitation.

2. I easily admit to my mistakes.

3. I am willing to take on lower-level work for the good of the team.

4. I gladly share credit for team accomplishments.

5. I readily acknowledge my weaknesses.

6. I offer and accept apologies graciously.

7. I do more than what is required in my own job.

8. I have passion for the “mission” of the team.

9. I feel a sense of personal responsibility for the overall success of the team.

10. I am willing to contribute to and think about work outside of office hours.

11. I am willing to take on tedious or challenging tasks whenever necessary.

12. I look for opportunities to contribute outside of my area of responsibility

13. I generally understand what others are feeling during meetings and conversations.

14. I show empathy to others on the team.

15. I demonstrate an interest in the lives of my teammates.

16. I am an attentive listener.

17. I am aware of how my words and actions impact others on the team.

18. I adjust my behavior and style to fit the nature of a conversation or relationship.
TEAMWORK
Ideal team players possess
• adequate measures of
humility, hunger and people
smarts.
• They have little ego when it
comes to needing attention
or credit for their
contributions.
TEAMWORK
Ideal team players possess
• They share accolades or
give them up to others.
• They work with a sense of
energy, passion, and
personal responsibility
taking on whatever it takes
for the good of the team.
IDEAL TEAM
Virtues of The Ideal Team Player
TEAMWORK
1 Think about your team first
2 Every individual should think of his team first and his personal
interests should take a backseat.
TIPS FOR
BETTER 3 Do not mix your personal issues with your professional life.
Keep them separate.
TEAM
WORK 4 Never underestimate your team member
5 Never try to impose your ideas on any member
6 Avoid demotivating any team member

06/10/2022 191
Do not just always talk business, it is okay if you go out with your team members for
7 lunch or catch a movie together (improves the relations and strengthens the bond
among the team members )
Team members must trust each other for maximum

8 output
9 Avoid conflicts
TIPS FOR
BETTER 10 Help each other and be a good team player
TEAM Be the first one to break the ice and always create a friendly
WORK 11 ambience
If you do not agree with any of your team member, make
12 him/her understand her/his mistakes but in a polite tone and do
guide him
13 Avoid negativity within the team

06/10/2022 192
TEAMWORK
TEAM WORK
IN CONCLUSION
Working in team helps individuals to
achieve more than they perform alone.
Team shares vision and works for common

purpose
To become effective team player, develop

be humble and get hungry to give the best
of you and nurture the smartness in you.
TEAMWORK
SESSION SUMMARY
• What is Team
• What is Teamwork;
• What are the virtues of the ideal team player;
TRAINING SCHEDULE
DAY 4
MORNING
08:30-10:30 Customer Relations

11:00 -12:30 Customer Relations (Continued)
AFTERNOON
01:30 – 03:00 Stress Management
03:15 – 05:00 Stress Management (Continued)
Session Six
CUSTOMER RELATIONSHIP
MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT
OBJECTIVE
• To understand the importance of customer relationship
• To apply the necessary tools to meet and exceed customer
expectation;
• To list ways of creating lasting relationship with customers;
• To gain skills such as ordering, comparing, contrasting, evaluating
and selecting to evaluate the problem and to make decisions
• To take logical approach and draw on subject knowledge to identify
solutions
• To identify methods to solve problems using systematic approaches
DEFINITION:
• Customer relationship
management (CRM) is the
combination of practices,
strategies and technologies
that companies use to manage
and analyze customer
interactions and data throughout
the customer lifecycle.
DEFINITION:
• The goal is to improve customer service relationships and assist
in customer retention and drive sales growth.
DEFINITION: -
• CRM systems compile customer
data across different channels, or
points of contact, between the
customer and the company,
which could include the
company's website, telephone,
live chat, direct mail, marketing
materials and social networks.
CUSTOMER RELATIONSHIP MANAGEMENET
DEFINITION: -
• CRM systems can also give customer-facing staff members detailed
information on customers' personal information, purchase history,
buying preferences and concerns.
LIST WAYS OF CREATING LASTING RELATIONSHIP

WITH CUSTOMERS.
TIPS FOR MAKING CUSTOMERS LOYAL
• Making a connection with the
customer on a personal level.
• Make every point of contact or
communication personal call
the customer by name and
connect with the customer;

• Remember the importance
of a sincere “Thank You”
• Your customers are not
obliged to use your service.
So thank the customer at
the appropriate times you
interact with them

• Ask customers for
feedback and for ways to
improve; It shows your
customers that you care
how they are treated and
how you handle their
business
• Find out why the customer

prefers to use your service
over other and build on that
knowledge
HOW WOULD YOU DEAL WITH EMOTIONALLY

CHALLENGING CUSTOMERS FOR LONG TERM
BENEFITS?
STEPS TO DEALING WITH EMOTIONALY
CHALLENING CUSTOMERS
Stay Calm
Listen with Empathy
Let the customer vent
Deal with emotion first
Avoid emotional triggering words
Gently confront abuse

EMOTION TRIGGERING WORDS AND ACTIONS TO
AVOID
EMOTION TRIGGERING WORDS AND ACTIONS
EXAMPLES
I feel like you don’t understand what
You never listen to me.
I’m trying to say.
You must finish this The deadline for the report is today;

today. how can I help you to finish it on time?
Yes. Tenayistelegne, Welcome to ICL, how

can I help you?
No I am afraid, I can do this but let me

check.
PROBLEM SOLVING SKILLS
 In the event of handling irate customer, you may
follow the following steps to resolve the issues: -
Try to
Act quickly and Apologize
understand the
decisively sincerely
problem
Take Provide a Solve the

Responsibility solution problem
Avoid over-promising and Compensate or do

under delivering something extra
PROBLEM SOLVING
REMEMBER
• Challenging customers don’t usually respond to logic with logics.
They respond with emotion;
• Therefore, deal with the emotion first;
• The more logical the service provider becomes when a customer
is angry, the angrier the customer will be;
Principles Of Handling Complaints and Irate Customers: -
• Be aware of the non-verbal signs
• Listen attentively
• Don’t become defensive
• Remain calm and try to calm the customer
• Forget who is to blame rather focus on the problem
• Express regret early
• Settle Complaints quickly
• Thank the customer
Principles Of Handling Complaints and Irate Customers: -
• Exercise adaptability
 Handle surprises and adapt accordingly;
 Learn to sense the customer’s mood;
REMEMBER - CUSTOMER IS ALWAYS RIGHT !!!!

THE 7 STEPS FOR EFFECTIVE PROBLEM
SOLVING IN WORKPLACE
Identify the issues (be clear about what the problem is)
Understand everyone's interest(s)
List the possible solutions (options)
Evaluate the option(s)
Select an option or option(s)
Document the agreement(s)
Agree on contingencies,monitoring, and evaluation
06/10/2022 217
IN CONCLUSION
Customer relationship management is the combination of practices, strategies
and technologies used to maintain lifetime customer relationship
Emotionally challenging customers; irate customers could turn to loyal

customers if we handle their complaints professionally.
Problem solving skill is attribute of professional customer service personnel to

create loyal customers base.
Turn happy customers into your most profitable accounts!!

SESSION SUMMARY
• Why is customer relationship important?
• To apply the necessary tools to meet and exceed customer
expectation;
• What are the ways of creating lasting relationship with customers?
• To gain skills such as ordering, comparing, contrasting, evaluating
and selecting to evaluate the problem and to make decisions
• To take logical approach and draw on subject knowledge to identify
solutions
• To identify methods to solve problems using systematic approaches
Session Seven
STRESS MANAGEMENT
STRESS MANAGEMENT
OBJECTIVE
• To identify the effects of fatigue and stress
• To apply stress management skills
• To understand what customer dissatisfaction and
complaint means and be able to handle them without
being stressed out;
• To identify things we can do to reduce our personal
stresses;
STRESS MANAGEMENT
PERSONAL STRESS MANAGEMENT SKILLS
Don’t
Positive Maintain Be Take It
Attitude Composure Patient Personall
y
06/10/2022 223
STRESS MANAGEMENT
EXTERNAL STRESS MANAGEMENT SKILL
Give Avoid
Customer Mirroring The React With Never Give
Your Full Confrontation Politeness Excuses
Attention al Behavior
06/10/2022 224
STRESS MANAGEMENT
FATIGUE AND STRESS
• Fatigue: Extreme
tiredness resulting from
mental or physical
exertion or illness
06/10/2022 225
STRESS MANAGEMENT
FATIGUE AND STRESS
• Stress: a state of mental of
emotional strain/tension resulting
from adverse or demanding
circumstances.
NOTE: Stress and fatigue are linked

to each other in many different ways.
06/10/2022 226
STRESS MANAGEMENT
EFFECTS OF STRESS
• Depletion in energy;
• Unproductivity;
• Inappropriate or wrong decision
making;
• Less or passive reaction time;
• Becoming a burden to work
colleagues;
STRESS MANAGEMENT
EFFECTS OF STRESS
STRESS MANAGEMENT
Personal Issues
That Cause
Stresses;
Workplace Issues
That Cause
Stresses;
06/10/2022 229
STRESS MANAGEMENT
PERSONAL ISSUES THAT CAUSE STRESS
• Family commitments;
• Procrastination habit;
• Late arriving to work etc.
06/10/2022 230
STRESS MANAGEMENT
WORKPLACE ISSUES THAT CAUSE STRESS
• Role conflicts;
• Role ambiguity;
• Work environment;
• Too much work;
STRESS MANAGEMENT
WORKPLACE ISSUES THAT CAUSE STRESS
• Trying to meet multiple
deadlines;
• Handling upset or angry
customers;
• Demanding colleagues,
bosses, managers, etc.
• Having to learn new
technologies;
STRESS MANAGEMENT
IMPACT OF FATIGUE AND STRESS – ON CUSTOMERS
• Uncaring communication;
• Communication breakdown;
• Indifferent towards customers request;
• Affects professional look and company image negatively;
06/10/2022 233
STRESS MANAGEMENT
IMPACT OF FATIGUE AND STRESS – ON EMPLOYEES
• Decrease on professionalism;
• Decrease on performance;
• Decreasing in job satisfaction;
• Increase in conflict at work;
06/10/2022 234
STRESS MANAGEMENT
STEPS TO TAKE TO REDUCE STRESS
• Take responsibility for

improving your physical and
emotional well-being;
• Avoiding internalizing customer
complaints;
• Avoiding personalizing
customer complaints;
• Talk to colleagues or friends to
share issues bothering you;
STRESS MANAGEMENT
Reduce: -
• Caffeine;
• Alcohol;
• Smoking;
• Negative thinking;
STRESS MANAGEMENT
Practice: -
• Deep breathing;
• Spending time with family;
• Physical exercise;
• Stretching while you are even
on your office chair;
• Giving yourself neck and
Shoulder massage;
• To say “No” to undue burdens;
STRESS MANAGEMENT
Nurture yourself: -
• Treat yourself to a massage;
• Going for a walk;
• Taking nap;
• Getting enough sleep;
STRESS MANAGEMENT
STRESS MANAGEMENT
IN CONCLUSION
Differentiating personal stressors from work related

stressors help to address the problem easily;
Effects of stress manifest negatively on individuals

body, mind, emotion and behavior;
Stress have impact both on customers and

employees of organizations;
We can manage our stress as long as we are able

to identify and get conscious about it;
STRESS MANAGEMENT
SESSION SUMMARY
• What are effects of fatigue and stress?
• What are stress management skills?
• How does customer dissatisfaction and complaint be
source of stress? How should it be handled?
• What are the list of things we can do to manage and
reduce our stress?

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BASIC

• No Cellphones • Activities and Events

• Breaks and Lunch • Role Play

• Questions & Answers

• What do you expect to learn from this 3 days

• Please write on the stick-it colored paper and post it

Session 2 – CUSTOMER SERVICE

Session 3 – CUSTOMER SERVICE QUALITY

Session 4 – COMMUNICATION SKILLS

Session 6 – CUSTOMER RELATIONSHIP MANAGEMENT

Session 7 – STRESS MANAGEMENT

• A profession is a job at which someone works and for

Eg. Frontline customer handling

• Professionals exhibit courteous, conscientious and

PERSONAL APPEARANCE & GROOMING DONT’S

NOTE: - While attitude is enduring, it can also change.

By understanding and remembering that,

To successfully deal with others, we must first

Watch your thoughts; they become words.

• Feeling good about yourself for it gives

HAVING A POSITIVE ATTITUDE

HAVING A POSITIVE ATTITUDE

HAVING A POSITIVE ATTITUDE

HAVING A POSITIVE ATTITUDE

HAVING A POSITIVE ATTITUDE

Other Examples Of Professional Behaviors Include: -

• Have a good time management skills not to spend too

• Admit your mistakes, even if you discover them before

 Knowledge of the service your

 Knowledge of office features,

Your job is your Profession

Know that you are professional

Mind Your Professional Grooming

An interruption of work Is the purpose of job

Outsider in our business Is a part of our business

WHAT DO CUSTOMERS MEAN TO YOUR

WAS THERE A TIME WHEN YOUR WORK

IMPACT OF INTERNAL CUSTOMERS

• Poorly treated employees,

THE NATURE OF SERVICE: -

• PERISHABLES are neither stored or inventoried

• INSEPARABLE are simultaneously produced & consumed

• VARIABLE is subjective as a result of human involvement

10:30-11:00 Coffee Break

NOTE: This is called the Moment of Truth

Performance > Expectation

Performance < Expectation

Customers define service

“Service is what the customers say it is”

IS THERE ANY DIFFERENCE BETWEEN

IF THERE IS A DIFFERENCE BETWEEN

• Evaluate Pioneers’ from the

WHAT IS CUSTOMER SERVICE

• Providing customers with what

WHAT IS CUSTOMER SERVICE

• Customer will buy your

BENEFITS OF CUSTOMER SERVICE – FOR THE CUSTOMER

• Provides a psychological or emotional benefit.

• Positive feedback from the

• Survival, growth and Financial

WHY SHOULD EMPLOYEES BOTHER ABOUT

ISN’T THIS THE PROBLEM OF MARKETING OR

Customer Service Is The Business Of