Customer Service Training
Level 1A
TYDIdeas_@copyright_Version 1
TYDideas_@Copyright_Version 01
Getting to
know you
Ice Breaker
Communicating effectively with customers
Definition:
What describes GOOD service and BAD service?
Good customer service is taking that extra step to help without being asked! It’s all
about attitude and skills
Pride of Cows
ORGANIC
&
PRICE
PURE
DELIVERED FRESH FROM FARM TO YOUR
HOME
Premium Customer Service from a Premium Brand
Premium customer service exceeds basic courtesy, helpfulness and floor support.
Customers typically get a more personalized service from a sales associate or
customer service level. Special ordering, customer feedback, value-added
unique services, and other extras are examples of premium level services.
High -
End
High Premium High
Quality Service Price
Internal Customers External Customers
Employees can drive revenues or Best customer service builds trust
sink them
Build brand awareness
Build brand awareness
Elongates the life of any business.
Engaged and productive
employees. Customer retention is higher
Reduction of overall problems
Why is Customer Service Important?
Role Play Exercises
Types of Customers
The angry customer
The ‘know it all’ customer
The talkative customer
The indecisive customer
The suspicious customer
Action
Attitude Interest
6
Pillars of
Customer
Service
Tone of Verbal
Voice Language
Body
Language
The “customer” part of telephone The "service" part of telephone
customer service: customer service:
The greeting (SMILE it costs nothing) Product and system knowledge
Listening skills Complaints
Telephone courtesy Problem solving
Delivering Excellent Customer Service
Give your
customers the Listen
HUMAN ATTENTIVELY
TOUCH
Be Communicate in
POLITE REAL TIME
Attitudes and Emotions
Impact of a bad attitude?
ATTITUDE
ANCHORS
Activity
Telephone Etiquettes
It requires;
DEDICATION ENTHUSIASM
SKILL
Using your voice:
Do you
o Become loud when angry or upset
o Speak faster when nervous
o Speak slowly when tired or bored
o Have a cheerful voice
o My tone of voice is warm and understanding
o Find it easy to talk to people you don’t know
o Control your tone in most situations
o Sound bossy, weak or unsure
o Have a clear and easy-to-hear voice
o Speak in a very formal or very trendy manner?
Think about how you might modify your voice in certain situations
Speak in complete sentences:
“May I have your pin code please?” – Not: “Pin Code?”
“Can I get your last name?” – Not: “Name?”
Use Favor rather than Command:
“Spell the last name”
“Would you spell the last name for me?”
“Hold please”
“Let me look in the system and see what I can find”
o Ask “Is there anything else?”
o “Ms. Williams, may I help you with anything else?”
o “May I help you with anything else, Mr. Smith?”
o “Do you have any additional questions, Mrs. Jones?”
o “Is there anything else I can help you with today, Mr. Davis?”
o “Ms. Brown, how else may I help you today?”
Cont..
I am happy to help you out
I understand the inconvenience caused however..
I understand how frustrating it is..
I appreciate your patience in this matter..
I’ll check and be right back
Will you please hold for a moment while I check on that/look into the system
Thanks for waiting/holding
I will have to consult with my colleague
I would suggest…
All you need to do is go on the app
Please accept my apologies
Is there anything else I can help you with?
Thank you for taking the time out to call
Thank you for choosing us(new customer willing to start services)
I don’t know but I will find out for you
Sample phrases to use everyday
What to avoid?
• Saying ‘I don’t know’ without offering an option
• Saying you don’t know where a colleague is or saying they’re at lunch/ toilet/ gone
for coffee etc
• Leaving people on hold for a long time
• Ignoring people if you’re busy
• Treating people unequally
• Or simply saying ma’am ‘I forgot’
Step 1:
Put your self in your customers place
Step 2:
Sense the situation from the customers perspective (how you would feel
if you did not receive the product)
Step 3:
Discuss things that are upsetting to the customer
Practicing Empathy
Video
H E A R D
Hear Emphasize Apologize Resolve Diagnose
Understanding
Situation Action
Statement
HEARD & USA Method to handle angry customers
Video
Why its not what you say
Elements of Communication
Body Language Tone of Voice Verbal
7%
38%
55%
Body language
Does body language
really matter while
talking over the phone?
• DO: Stand Like Superman
• DON’T: Slouch
• DO: Smile Early & Often
• DON’T: Scowl or Allow Any Generally Unhappy Expression
• DO: Maintain Eye Contact with Colleagues
• DON’T: Make Eye Contact Too Intense
Thank You for your patience
THE END
