Professional Documents
Culture Documents
Basic Customer Service Skills
Basic Customer Service Skills
(BCSS)
Training
Organizational arthritis
Excessive Frontline
attention to title Personnel
and rank but very
little attention to CUSTOMERS
customer
satisfaction.
CUSTOMERS
Frontline
Personnel
CUSTOMER-ORIENTED
ORGANIZATION
Supervisors
D E F
G H I
CAREFREE
A PLAYFUL
CHEERFUL
You love a free and spontaneous life. And you strive to enjoy
every moment, in accordance with the motto: "You only live
once." You are very curious and open about everything new.
You thrive on change. Nothing is worse than when you feel tied
down. You experience your environment as being versatile and
always good for a surprise.
INDEPENDENT
B UNCONVENTIONAL
UNFETTERED
You take charge of your life, and place less faith in luck and
more in your own deeds. You solve problems in a practical,
uncomplicated manner. You take a realistic view of the things in
your daily life and tackle them without wavering. You are given a
great deal of responsibility at work, because people know that
you can be depended upon. Your pronounced strength of will
projects your self-assurance to others. You are never fully
satisfied until you have accomplished your goals.
PEACEFUL
F DISCREET
NON-AGGRESSIVE
… is the delivery of a
product or service in a
manner that is satisfactory
to the customer
Service Management
Service programs are not only for frontline personnel; they are
also for managers
It adheres to the belief that in many instances, dissatisfied
customers do not complain, they just walk away
When you are the
customer, how can you
tell that the service you
get or receive is
excellent?
Characteristics of Excellent Service
WORKSHOP # 1
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Four Kinds of Service Organizations
Systems Systems
and and
Procedures Procedures
Low Low
Low High Low
People People High
Systems Systems
and and
Procedures Procedures
Low Low
Low High Low High
People People
DEVELOPING A CUSTOMER-
ORIENTED SERVICE CULTURE
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Memorable Customer Experiences
Flexible
Problem Solving
Error Recovery
Friendly and Caring
1. _____________________________________________________
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2. _____________________________________________________
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WORKSHOP # 5
Analyzing Customer Characteristics
Image Signals Needs How to Help
1. Customer with a hearing problem.
2. Young woman with a crying baby.
3. Person who is talking very loudly.
4. Does not speak English very well.
5. Been waiting in line a long time.
6. Someone friendly and talkative.
7. Person with poor eyesight.
8. A Very Important Person (VIP).
9. Someone anxious and confused.
10. A very demanding person.
11. Keeps looking at his watch.
12. Someone new in this place.
“You are a key player in your
company’s success. You are
worth millions! The better your
customer service skills, the
more your organization
prospers and the better raises
and job security”
UNDERSTANDING OURSELVES
AND OUR CUSTOMERS
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What we (service providers) say and
do that drive customers crazy
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Transactional Analysis in the
Workplace
1. PARENT
2. ADULT 3. CHILD
You feel the best people are Know how to be the boss and
those who -- get things done.
Sometimes you feel things can Let other people have their way more
often and not try to run things all the
be better if you could --
time.
It makes you feel bad when A wishy-washy person who
others treat you as -- doesn’t know what he/she wants.
You feel the best people are Use their heads and are good at
keeping their cool.
those who --
Be friendlier toward others and not be so
Sometimes you feel things can
suspicious of what they are trying to do.
be better if you could --
It makes you feel bad when A person who is too emotional and can’t
keep his/her cool.
others treat you as --
It bothers you the most when Try to push help on you or when they
push you to do things their way.
other people either --
RAINBOW
You feel best about yourself Being with others and doing
when you are -- things together.
You like it best when others A person who can be counted on
treat you as -- to act in whatever way is needed.
You feel the best people are Can fit into any situation easily
those who -- and can stick together.
Sometimes you feel things can Be more consistent in how you
be better if you could -- act and not be so wishy-washy.
It makes you feel bad when A rigid person who just can’t fit
others treat you as -- into the group.
It bothers you the most when Accuse you of always doing the
other people either -- wrong thing or when they accuse
you of letting everyone down.
SKILLS IN BUILDING
CUSTOMER SATISFACTION
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SKILLS IN BUILDING
CUSTOMER SATISFACTION
Remember
ACKNOWLEDGE LISTEN
• Good eye contact • Paraphrasing
• Nodding • Ask questions for
• Non-verbal: body and voice clarifications
• Sub-verbal • Reflecting on feelings
• Focused attention • Summarizing
Techniques in
Dealing with Complaints
Remember
ACKNOWLEDGE LISTEN
• Good eye contact • Paraphrasing
• Nodding • Ask questions for
• Non-verbals: body and voice clarifications
• Sub-verbals • Reflecting on feelings
• Focused attention • Summarizing
Techniques in
Saying “NO” Without Antagonizing
1. Use a warm and cooperative voice to reduce
irritation and put them at ease.
2. Explain why, to reduce tension.
3. Eliminate the jargon and (government) double
talk to establish rapport.
4. Say “NO” in a courteous way.
5. Restate policy or procedures in a friendly tone.
6. Give the benefit to the customer first.
7. Suggest alternatives. Be a problem-solver for
the customer.
Handling Difficult Customers
Remember
ACKNOWLEDGE LISTEN
• Good eye contact • Paraphrasing
• Nodding • Ask questions for
• Non-verbal: body and voice clarifications
• Sub-verbal • Reflecting on feelings
• Focused attention • Summarizing
Handling Difficult Customers
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The Dirty Dozen
SHERMAN TANKS
They are those who bully their
way around others to get what
they want, regardless of who
gets hit or trampled upon along
the way. They are the hardy
and battle-scarred bunch who
are used to getting their way by
intimidating others.
The Dirty Dozen
SNIPERS
They pick on you or on others
behind your back. Snipers like
to complain but can’t seem to do
it up front from the person
concerned. They prefer to do
their complaining behind your
back through and to other
people.
The Dirty Dozen
EXPLODERS
They are short-tempered
characters who blow up at the
slightest provocation. Little
inconveniences become major
problems eliciting the loudest
voice and an assortment of
expletives.
The Dirty Dozen
COMPLAINERS
They always have something to
fret about and will be noisy to
anybody about it. Nothing and
no one will ever be good
enough because “the grass is
always greener on the other
side.”
The Dirty Dozen
CLAMS
They are the quiet type who never
say anything up front. They keep
their problems, worries, and
complaints all to themselves. So
while every-thing will seem fine as
no complaints are heard, their
irritation is sometimes manifested
in other non-verbal ways. And this
may even be more disruptive than
if they just say what could have
been said.
The Dirty Dozen
SUPER-AGREEABLES
They are a pack of happy
people who seem to always
agree with you on just about
anything. But they can’t seem
to make up their minds because
they will also agree with just
about anybody even if
conflicting views abound.
The Dirty Dozen
NEGATIVISTS
They always see rain on
anybody’s parade. For them
things will always turn out for
the worse, never better. Instead
of looking at a glass half-filled
with liquid as a half-full glass, it
will always be a half-empty
glass.
The Dirty Dozen
BULLDOZERS
They are like Sherman Tanks,
only they are more vociferous
and noisy. They will primarily
get their way by bullying people
through verbal assault.
The Dirty Dozen
BALLOONS
They are the airy type, high-flying,
but insubstantial. They often talk a
lot of things, but you will easily
have to swim into their ideas to get
what they are saying.
The Dirty Dozen
PROCRASTINATORS
They belong to the “there is
always tomorrow” club. They
never get things done on time
because they are always sure
they will always have time to do
things later in the day.
The Dirty Dozen
SELECTIVE LISTENERS
They always seem to listen intently
to what you are saying. But when
they open their mouth it will be
revealed that they only heard what
they wanted to hear. Or that they
will only retain what they want.
They are oftentimes subjective and
may sometimes take you out of
context.
The Dirty Dozen
TRIVIAL PURSUITERS
They are always one step
behind a magnifying lens
looking for the slightest mistake.
They are never at rest at
looking for something to
complain about. And they seem
to enjoy what they are doing.
The Dirty Dozens
THE CHALLENGE OF SERVICE
Cycle of Service
Action Planning
My Daily Prayer for Excellence in Customer Service
Cycle of Service
Enter the
Place
Restaurant
Order
1.Know the things they need to 1.Get excited in applying all the
watch out for in providing excellent things they have learned in the
service to customers; and training; and
Remind me never to say “that’s not my job, I just work here” or any other
phrase that indicates lack of concern for our customers;