Welcome

to
Basic Customer Service Training
“The reason for success”
PURPOSE
• To turn people serving customers into professionals!
• To develop a mind-set dedicated to delivering
outstanding
• To communicate correct behaviors and address
competency gaps in delivering the service to the
customer’s expectation
OBJECTIVES
• To recognize the importance of professional look
• To equip the entire customer facing team with right attitude and
skills to deliver Excellent service and to improve Team work
• To define Communication, Communication skills and to
maintain Customer relationships
• To identify the effects of fatigue and stress
• To develop Stress management skills
• Problem solving
Roles of a Customer
Service Provider
PROFESSION
• Is defined as “ a paid occupation, that involves a training and a
formal qualification”.

What makes you look professional?

PROFESSIONAL
• Is defined as ???
PROFESSIONALISM
• Is defined as “a competence or skill expected of a professional.”
• Professionalism is an element of work ethics, which describes
how a person comes to work and conducts himself on the job.
• Work ethics is a representation of his character. A strong work
ethic suggests that the person places a high value on doing a
good job, as well as respecting others and functioning with
integrity
PROFESSIONALISM
HAVING A POSITIVE ATTITUDE
• Feeling good about oneself gives us more self-confidence
• Warm
• Friendliness,
• Honesty,
• Patience
• Positive interaction
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
PROFESSIONALISM
• Customers appreciate a customer service or a sales representative
who will see their problem through to its resolution.
• 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.
• Admit your mistakes, even if you discover them before your
customers do. This builds trust and restores confidence.
PROFESSIONALISM
KNOWLEDGE
• 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.
CLEAR COMMUNICATION
• 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.
PROFESSIONALISM
EMPATHY, PATIENCE AND CONSISTENCY
• Some customers will be irritated. Others will be full of questions. And
others will just be chatty.( talkative, friendly …) You must know how to
handle all of them and provide the same level of service every time.
ADAPTABILITY 
• Handle surprises and adapt accordingly.
• Learn to sense the customer’s mood .

CUSTOMER IS ALWAYS RIGHT !!!!

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
• Knowledge of the service your company provides
• Knowledge of office features, functions and uses
• Understanding and delivering expected level of performance
PROFESSIONALISM

A high level of professionalism is expected from staff to

create a good first impression
PROFESSIONAL LOOK: SELF
PRESESNTATION
PERSONAL APPEARANCE & GROOMING

• Maintain body odor by taking a bath every day

• Hair should be kept clean and neat all the time
• Maintain clean and shaven look
• Maintain fresh breath, by avoid bad breath and keeping teeth clean
• Always wear deodorant
• Avoid strong cologne
• Nails should be kept manicured and neatly trimmed
PROFESSIONAL LOOK: SELF
PRESESNTATION
PERSONAL APPEARANCE & GROOMING

• Wear neat clothes and fresh underwear and socks

• Avoid too much makeup
• Low cut blouses will only distract your customers 
• Avoid bulky and noisy jewels, Keep your look simple

NOTE: The dress code and other grooming rules and regulation set by
the company shall be followed at all times
PROFESSIONAL LOOK
By maintaining professional look , you will be able to
• Project the corporate image
• Create positive impression on the customer
• look reliable and trustworthy as a company representative
PROFESSIONAL LOOK
In conclusion, self-presentation:
• Is about portraying a positive image of oneself
• Is about the individual and how she/he present herself/himself in
everyday situation
• A neat & clean appearance (external image) as well as good personal
hygiene are essential part of one’s personal presentation

The way we feel about ourselves strongly affects how we deal with
customers
BASIC CUSTOMER
SERVICE
OBJECTIVE
• To identify different categories of customers
• To define service standards
• To describe quality service
• To describe team and team work
• To describe and recognize the importance of outstanding service
• To apply the necessary skill to provide an excellent service
BASIC CUSTOMER SERVICE
TOPICS

• What is Customer?
• Types of Customers
• What is Service?
• What is Customer Service?
• Product Knowledge & Quality Of Work
BASIC 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 our company, he/she is not
dependent on us.

We are dependent on him/her

BASIC CUSTOMER SERVICE
WHAT IS CUSTOMER?

• He/ She is not an interruption in our work

He / She is the purpose of it
• He /She is not an outsider in our business
He / She is part of it
• We are not doing him/her a favor by serving him/her
He/ She is doing us a favor by giving us an opportunity to do so.
BASIC CUSTOMER SERVICE
TYPES OF CUSTOMERS?

1. INTERNAL CUSTOMERS
• Someone within your company who relies on you to provide services,
products or information she/he needs to do their job
BASIC CUSTOMER SERVICE
TYPES OF CUSTOMERS?

2. EXTERNAL CUSTOMERS
• A customer who pays for the product or service that is delivered to
him/her
BASIC CUSTOMER SERVICE
WHAT IS SERVICE?

• Is an action of helping or doing work for someone

• It is the interaction between the service giver and the recipient
BASIC CUSTOMER SERVICE
WHAT IS CUSTOMER SERVICE?
• Is the act of taking care of customer’s needs before, during and after
the customer’s requirement are met
• customer service is the process of ensuring customer satisfaction
with a product or service

Outstanding (superior) service ensures survival in increasingly

competitive service industry
BASIC CUSTOMER SERVICE
THE FOUR PILLARS CUSTOMER SERVICE

P - Professional
P - Personal
W - Warm
R - Responsive
THE FOUR PILLARS SERVICE
1. PROFESSIONAL SERVICE
• Knowing our jobs
• Knowing our company’s standards, procedures & policies
• The way we dress & our hygiene standards
• Having an appropriate work attitude
• Having pride in what we do
THE FOUR PILLARS SERVICE
2. PERSONAL SERVICE
• Treating customers as individuals, not a number.
• Consider them a guest
• Respecting and acknowledging the rights and choices of customers
• Ensuring that a customers’ individual environment is well maintained
& their personal belongings looked after
THE FOUR PILLARS SERVICE
3. WARM SERVICE
• Providing service with sincerity
4. RESPONSIVE SERVICE
• Responding to customers & their relatives needs in a caring & timely
manner
• Taking the time to listen to our customers
THE FOUR PILLARS SERVICE

“One of the greatest gifts you can give to anyone is the

gift of attention.” – Jim Rohn
 IN CONCLUSION

• The interaction that the customer will have with the staff can make or
break the overall relationship
• The customer should feel comfortable and confident that she/he has
made the right choice
TEAM
OBJECTIVE
• To understand the importance of team work
• To be able to participate in team work
TEAM
WHAT IS TEAM?

• A group of individuals, working together for a common purpose

(Internal Customer)

Together
Everyone
Achieves
More
TEAM
WHAT IS TEAM WORK?
• A group of individuals, working together for a common purpose
(Internal Customer)
• 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
TIPS FOR BETTER TEAM WORK
• Think about your team first
• Every individual should think of his team first and his personal interests should
take a backseat.
• Do not mix your personal issues with your professional life. Keep them separate.
• Never underestimate your team member
• Never try to impose your ideas on any member
• Avoid demotivating any team member
• Do not just always talk business, it is okay if you go out with your team members
for lunch or catch a movie together (improves the relations and strengthens the
bond among the team members )
TIPS FOR BETTER TEAM WORK
• Do not just always talk business, it is okay if you go out with your team members for
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 output
• Avoid conflicts
• Help each other and be a good team player
• Be the first one to break the ice and always create a friendly ambience
• If you do not agree with any of your team member, make him/her understand
her/his mistakes but in a polite tone and do guide him
• Avoid negativity within the team
• For better team work, try to understand your team members well
COMMUNICATION
OBJECTIVE
• Define communication
• Describe modes of communication
• Types of communication
• Define Listening Skill
• Describe Effective Communication
COMMUNICATION
WHAT IS COMMUNICATION?
Is defined as “the process of transferring messages to others
clearly, accurately, adequately, timely, both oral and written.”
COMMUNICATION
MODES OF COMMUNICATION
• Verbal
COMMUNICATION
MODES OF COMMUNICATION
Non-verbal
• is the result of unconscious signals and readings, such as tone or
sound of voice
• entails communicating by sending and receiving wordless/ symbolic
messages
• These messages usually reinforce verbal communication, but they can
also convey thoughts and feelings on their own
NON VERBAL COMMUNICATION
POSITIVE BODY LANGUAGE
• Smile
• Use open gesture,
• Lean forward if listening while sitting, and
• Keep the right distance
NON VERBAL COMMUNICATION
EYE CONTACT AND FACIAL EXPRESSION
• Eye contact is an important part of using an effective communication
• Eye contact can help to establish trust between care workers and the
customer
• Facial expressions are the most common among all nonverbal
communication.
• Facial expressions like smile tends to produce a positive response from
the customers
• Using positive eye contact and facial expressions can also gain an
agreement from a customer
COMMUNICATION
TYPES OF COMMUNICATION
• Caring
• Uncaring

CARING COMMUNICATION
• Confirms our commitment to provide our customers an exceptional
service
• Is key to high reliability to the organization
• Earns trust
COMMUNICATION
UNCARING COMMUNICATION

• Creates an opposite reaction to caring communication

• Causes anger and resentment/ bitterness
• Makes us feel unimportant and unappreciated
WAYS TO IMPROVE YOUR COMMUNICATION

( Role Play )
COMMUNICATION
LISTENING SKILLS “The Art Of Effective Listening”

• Being an effective listener takes practice and a sincere effort on behalf

of the listener
• Practice listening skills appropriate to the situation at hand, including:
• nonverbal indications,
• the skills of empathy and silence,
• advanced levels of listening that will boost your relationship growth.
COMMUNICATION
EFFECTIVE 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

We all want our customers to walk away thinking how great our
hospitality and service was!!!
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
CUSTOMER
RELATIONSHIP
OBJECTIVE
• To understand the importance of customer relationship
• To apply the necessary tools to meet and exceed customer
expectation
CUSTOMER RELATIONSHIP
MAINTAIN CONSISTENCY
• Provide equivalent levels of service
• Answer questions the same way
• Give explanation the same way
• Treat all customers the same (do not favor certain group ( relatives,
celebrities, authorities, CEO etc.)

Caution: Address by name and show a degree of honor and deference

to those who have been vested with positions of honor! 
CUSTOMER RELATIONSHIP
BUILD TRUST
• Having an outstanding product /service and management team with
industry expertise is vital to success in today's ever-more competitive
business world

But It Is Not Enough!

Admit your mistakes, even if you discover them before your
customers do. This builds trust and restores confidence
CUSTOMER RELATIONSHIP
BE TRANSPARENT
• Be honest
• Explain the process and share what steps are being taken
• Address the issue directly
• Admit mistakes / apologize sincerely
• Don’t try to hide or cover up errors
CUSTOMER RELATIONSHIP
EXCEED CUSTOMER EXPECTATION

• Customer Expectation refers to the total perceived benefits a

customer expects from a company's product or service

Remember, word-of-mouth marketing is the best way to

generate new sales. When trust is high, custo
CUSTOMER SERVICE &
SALES
OBJECTIVE
• To understand and practice a customer-centric culture
• To apply proactive and reactive customer approach
• To develop problem solving skills
CUSTOMER SERVICE & SALES

Customer service team has a direct impact on the

effectiveness of the sales team
CUSTOMER SERVICE & SALES
SKILLS THAT LEAD TO A CUSTOMER-CENTRIC CULTURE AND
INCREASED SALES
Quick Response - Customers are busy and need a solution quickly.
Enthusiasm - Customer support representatives should start all
customer interactions with a positive attitude. Customer service
representatives should learn to stay positive during critical times
Listening - Take the time to fully understand the customer’s concern
and to let them know that you are listening
CUSTOMER SERVICE & SALES
SKILLS THAT LEAD TO A CUSTOMER-CENTRIC CULTURE AND
INCREASED SALES

Ask good questions - ask fact finding questions  to get to the core of
the issue, and to uncover unmet needs that may represent sales
opportunities.
Adapt the Communication Style - learn to quickly identify the style
preferred by each customer--and adapt their approach to match
Say “Thank You“ - Say “ Thank You” at the end of every customer
interaction, and to follow up with expressions of gratitude via email and
in other formats when appropriate.
CUSTOMER SERVICE & SALES
SKILLS THAT LEAD TO A CUSTOMER-CENTRIC CULTURE AND
INCREASED SALES

Develop a Problem-Solving Attitude

• A positive, proactive problem-solving attitude can also help the customer service
rep to identify opportunities to offer the customer additional products and
services.
Clarify and Confirm
• Clarify the solution and confirm with the customer. This will reduce the risk of
miscommunication.
• Ensure follow up if the case involves of the related departments
CUSTOMER SERVICE & SALES

Are YOU simply meeting expectations, or are YOU aligning

with YOUR sales team to uncover and tap into new revenue
opportunities?
 IN CONCLUSION

Turn happy customers into your most profitable accounts

THANK YOU