1. CUSTOMER SERVICE
The Bridge to Our Customers
Training Department

2. The Worst Experience…

3. Objectives Understand the importance of Customer Service
Handle different types of customers
Practice complaint handling
Discover techniques to
cultivate and maintain
special customer relationships

4. Outline Customers and Their Roles Reasons Why Customers Leave
Customer Service
Service-Profit Chain
Handling Customers
and Their Complaints
Tips for Good

5. Who are Customers? They are the MOST important people in any business.
They are NOT dependent on us. We are dependent on them.
They are NOT an interruption to our work, but the PURPOSE of it.
They are part of our business.
They are not outsiders.
They give us favor when they come in.
We are NOT doing a favor by serving them.
They deserve the most courteous attention. They are the lifeblood of every business.

6. Common Excuses for Service Lapses
I don’t have enough time.
I don’t get paid to be nice.
Every customer is totally irate today.
I can’t deal with people who do not show me respect.
How can we do a good job if the other departments do not provide the back-up we need?
I am having a bad day.
I am always too busy.

7. Facts about Customers The customer is the business’ biggest asset.
The customer’s payment becomes
part of our salaries, wages, bonuses.
The customer will go where he/she receives the best attention.
There is no profit,
no growth, no jobs
without the customer.

8. Facts about Customers
A typical dissatisfied customer will tell 8-10 people about their problem.
7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
If you resolve a complaint
on the spot, 95% will
do business again.

9. Did you know… 5 – 20%  Probability of selling to a new prospect
existing customer
It takes 12 positive experiences to make up for
one unresolved negative experience.

10. Facts about Customers For every customer who bothers to complain,
26 other customers remain silent.
News of bad customer service reaches more
than twice as many ears as praise for
good service experience.

11. Why Customers Leave…

12. Accuracy Friendliness Timeliness Efficiency Courtesy Honesty
Qualities Important to Customers
Accuracy
Friendliness
Timeliness
Efficiency
Courtesy
Honesty

13. Customer Service
Any or all interactions which the customer has with the company while conducting business.
It is the ability to provide a service or product in the way it has been promised.
It is also about treating the customers with respect, individuality, and personal attention.

14. GOOD, BAD, and EXCELLENT
Customer Service

15. Good Customer Service
GOOD SERVICE is when the customer gets the treatment that meets his/her expectations.

16. Bad Customer Service
BAD SERVICE is when the customer gets treatment which is less than his/her expectations.

17. Excellent Customer Service
When the customer gets a little more that what he/she expected, Good Service becomes EXCELLENT SERVICE.

18. Types of Customers
Internal Customers
External Customers

19. e.g. Investment Specialists, Real Estate Brokers
Internal Customer/s
An individual or group of people you may interact/serve within the organization/company.
e.g. Investment Specialists, Real Estate Brokers

20. External Customer/s
Someone who comes into your organization/company for products or services – the end customers.
These customers depend on the timeliness, quality, and accuracy of the organization’s work.

21. The Service-Profit Chain
Service-oriented employees
Higher incentives/ Bonus to employees
Good service – Satisfied customers
High Revenue/
More profits
Higher Sales

22. You Did What?!

23. Handling Complaints Appreciate the customer for sharing the complaint.
Apologize for the error/mistake/inconvenience.
Listen actively. Nod from time to time to show interest.
Show empathy.

24. REMEMBER: Don’t take customers’ complaints personally.
Handling Complaints
Resolve, if it is within your control. If not, bring it to the notice of your supervisors.
If not solved immediately, take down the customer’s details (name, contact number, address) to contact with the solution.
Do follow-up until the customer is satisfied.
REMEMBER: Don’t take customers’ complaints personally.

25. Different Customers
and
Handling Them

26. A slight mistake can make this customer mad.
Angry Customer
A slight mistake can make this customer mad.
How to Handle:
Let the customer finish talking. Do NOT interrupt.
Be firm and polite or else they may not be happy.

27. Demanding Customer How to Handle:
The customer who wants more than what you can offer. They are not easily satisfied.
How to Handle:
Be firm yet polite.
Be professional.
Avoid being too docile but not rude.

28. Passive Customer How to Handle:
The customer who listens to you and sounds apologetic when complaining. The customer is quite meek and extra polite.
How to Handle:
Listen carefully to what they have to say.
Sound professional and don’t brush them aside.
Gain their confidence.

29. The Killer Word:
BUT

30. Handling Customers
1.) APOLOGIZE – An apology makes the angry customer feel heard and understood. It defuses anger and allows to establish trust.
2.) DIPLOMACY AND EMPATHY – Use carefully-worded sentences and phrases to kill the anger brewing in them.
“Getting to the bottom of the issue is as much important to me as it is to you” or “I am sorry to hear that…”

31. Handling Customers
3.) RESPONSIBILITY– Acknowledge the deficiency in the service. Commit to them that you will take care of the issue or investigate the matter personally, and will call back within required timeframe.
4.) APPRECIATE – Show appreciation for the feedback. Thank the customer for his patience. Welcome customer complaints.

32. Tips for Good Customer Service
SMILE!
Make yourself presentable/well-groomed.
Greet each customer as he/she enters your service area. Don’t use customer’s first name unless asked to.
Make an eye contact when speaking to customers.
Be a good listener and show interest in what the customer is saying.
Don’t chat with other staff when customers are around. Give them your full attention.

33. Tips for Good Customer Service
Identify and anticipate needs. Customers don’t just buy products/services; they buy good feelings and solutions.
Make customers feel important and appreciated.
Avoid rushing or doing too many things at once.
Apologize when something goes wrong.
Service a little more than they expect.
Use positive verbal and body language.
Thank the customer for their visit.
SMILE!

34. “ Your customer doesn’t care how much you know until they know how much you care. ”
~Damon Richards