Deliver Quality Customer
Service
Prepared by Mrs. Josset Headley, B.Sc., PG. Dip. Ed.
Learning Objectives
At the end of this training workshop trainees should be
able to:
Identify customers’ needs
Deliver exceptional service to customers
Communicate effectively in the workplace
Process customer complaints/disputes
Communicate electronically
Manage personal stress in the workplace
Exercise initiative in a business environment
Promote products and services
Manage Time
Manage and Resolve Conflict
Add Your “Signature” To Your Service!
WHAT IS CUSTOMER SERVICE?
Customer Service is the support
you offer your customers,
before, during and after they
purchase and use your
products or services, that helps
them have a memorable
experience with you.
What is Customer Service
contd...?
It is EVERY interaction between a customer
and an employee, whether:
In-person
Telephone
Email or Letter
Social Media: Facebook/Instagram…
Website
The aim of the employee should always
be to EXCEED the customer’s
expectations.
5 IMPORTANCE OF CUSTOMERS TO
THE BUSINESS
Role and function of customers:
They create pay days
They are the life blood of any organization
They are the reason businesses exist
They are marketing tools for any business
They determine the growth/decline of the
business.
THE CUSTOMER IS THE BOSS...NO CUSTOMER, NO JOB!
CREATE A LASTING
FIRST IMPRESSION
The environment
should be:
Clean
Tidy
Visually appealing
Safe
CREATE A LASTING
FIRST IMPRESSION
Employees should be:
Welcoming
Polite
Attentive
Friendly
Helpful
Willing to listen
Respectful
Value customers’ time
INTERPERSONAL SKILLS
Interpersonal skills are important for
communicating and working with groups and
individuals in your personal and professional life.
Persons with good interpersonal skills foster
effective communication, allows for feedback,
works well with others and increase client
satisfaction.
INTERPERSONAL SKILLS IN CUSTOMER SERVICE
Being Respectful of Others
Showing Empathy and
Understanding
Knowledgeable of the products and
services offered
Smile! they can
Engaging in Active Listening see it in your eyes
and you can
Caring about other people. complement it
with positive body
Conflict management and language.
resolution skills
Good communication skills.
5 C’s of Effective Communication
Clear – use of simple, familiar words and phrases
Concise – brief and to the point, yet comprehensive
Courteous - polite, respectful, or considerate in
manner
Correct – factual, truthful, free from error
Complete – whole, entire, full, lacking nothing
Other critical aspects of Customer
Service
Reliable
Organized
Trustworthy
Empathetic
Follow-up
Provide timely feedback
How to Deliver Excellent
Customer Experience...
Under-promise And Be Punctual
Over-deliver Be Prepared
Demonstrate Follow Organization’s
Professionalism Rules & Regulations
Take Ownership Of Your Job Work Safely
Take Responsibility For Your Be Reliable
Actions Be A Good Team Player
Work Efficiently - Achieve Learn All You Can And
Speed & Accuracy Practice What You Learn
Have A Sense Of Urgency
How Customers Feel Matters!
Research shows that 70% of buying
experiences are based on how the
customer feels they are being treated.
“People will forget what you
said, people will forget what you did,
but people will never forget how you made
them feel.”
-Mayo Angelou
ESTABLISH CONTACT
WITH CUSTOMERS
Greet customer according to
Enterprise protocol:
“You’ve reached Amway Resort &
Spa; my name is Janice, how may
I assist you?”
Welcome to Amway Resorts &
Spa, how may I assist you today?
GREET THEM WITH A
SMILE!
Smile when you pick up
the phone, the customer
will hear a pleasant tone.
A smile gives positive
energy!
NOTE:
A smile is not
appropriate if the
customer is angry!
HOW TO TREAT WITH MULTIPLE
CUSTOMERS
Explain to the customer that you are
assisting someone else and will get
back to them shortly.
Seek the assistance of another
colleague in dealing with the customer.
Be intentional in your attire and
speech(persons judge you 1st based
on how you look! Then based how you
speak).
CULTIVATE THE RIGHT ATTITUDE
Attitude –
It is our state of mind when we
approach a person or a situation
or give a response.
It is how we speak.
It is our body language.
WHICH IS MOST IMPORTANT TO YOUR
SUCCESS?
A-1, B-2, C-3, D-4, E-5, F-6, G-7, H-8, I-9, J-10,
K-11, L-12, M-13, N-14, O-15, P-16, Q-17, R-18,
S-19, T-20, U-21, V-22, W-23, X-24, Y-25 & Z-26
MONEY 13 + 15 + 14 + 5 + 25
= 72%
KNOWLED 11 + 14 + 15 + 23 + 12 + 5 + 4 + 7 + 5
GE = 96%
12 + 5 + 1 + 4 + 5 + 18 + 19 + 8 + 9 +
LEADERSHI 16 = 97%
P 8 + 1 + 18 + 4 + 23 + 15 + 18 + 11
= 98%
HARDWOR 1 + 20 + 20 + 9 + 20 + 21 + 4 +
K 5 = 100%.
IDENTIFY CUSTOMERS’
NEEDS…
Knowing and following your organization’s
procedures for greeting customers and confirming
their identity
Knowing how to establish a rapport with the
customer
Finding out what the customer wants through the
use of appropriate questioning techniques
IDENTIFY CUSTOMERS’
NEEDS…
Confirming with the customer
your understanding of his/her
needs
Assess customers’ needs
(customer-specific e.g.
cultural/disability)
IDENTIFY CUSTOMERS’
NEEDS…
Open-ended questions: used to give the
customer the opportunity to provide
detailed information that will help you to
solve the problem or identify the cause(s) of
the problem. They usually begin with
searching words such as how, when,
where, why, which, who and what.
When do you want your goods delivered?
How will you be travelling?
Who saw you?
IDENTIFY CUSTOMERS’ NEEDS…
Close-ended questions: used to gain
agreement or commitment. These
questions give very limited amounts of
information, usually yes/no or a simple
response. A closed question begins with
words such as shall/should, do, is,
can/could, and will or would.
Do you want the red one?
Would you like me to take it out for you?
ASSESS CUSTOMERS’ NEED…
for urgency and prioritize accordingly
for products and make appropriate
suggestions
Identify your personal limitations in
addressing customers’ needs.
Customer may ask for discounted price on
room
Room service at no additional cost???
DELIVER SERVICE TO
CUSTOMERS
Provide prompt and efficient service
Keep customers informed of delays or
setbacks and follow-up.
Build customer relationships
Identify opportunities to enhance the quality
of services provided to guests and staff
PROCESS CUSTOMER FEEDBACK
Identify feedback and act
accordingly.
Listen attentively to feedback.
Record feedback
Identify un-met needs and offer
other products/services
cross-sell or up-sell
seek opportunity to offer redress,
where necessary.
26 Active Listening Tips
Listen with your eyes and ears!
Communicate interest with “body
language”
Ask good questions
Listen to the content
Listen for feelings, concerns, process
issues
Listen for undercurrents.
LISTENING ACTIVITY #1
Results of Great Customer Service
Customer
Satisfaction
Customer
Loyalty
Increased
Customers
Customer
Retention
CUSTOMER SERVICE – Activity
#2
THEMAPY ________________________
UMNCICMEOAT ________________________
NOTICFCL GNAEMNATME ______________________
IFVTEFECE _____________________________
CUELPSRFTE ________________________________
TIEFNFICE _____________________________
TRRIPIEIZO ________________________________
IILGTSNEN ILLSSK _______________________
ETAWOKMR ___________________________
1. Communicate 2. effective 3. efficient 4. listening skills 5. teamwork 6.
empathy
7. Conflict management 8. respectful 9. prioritize
PROCESS CUSTOMER
COMPLAINTS
Exercise judgement in resolving customer service
issues.
The first step in problem solving is “identifying the
problem and evaluating the options that are
available to solve the problem”
L –isten keenly to what the issues are
A –sk questions to gain clarity and identify the
problem
S –offer a solution
T -hank the customer for bringing the problem to
your attention so that you could have it resolved.
Complaints are
Gifts
Thank you so much for bringing this
matter to my attention. I will act on
it immediately and provide you with
some feedback.
I appreciate you sharing that
experience with me. Please give
me the opportunity to make it
“right” or to “fix it”
POPULAR PRODUCT COMPLAINTS
product quality
dissatisfaction with
service
price too high
quantity errors
delivery issues
warranty/guarantee
service
Lack of adherence to
covid-19 protocols
COMMUNICATE ELECTRONICALLY
Send and receive email
Format email signature according to
organization’s policy
Emails must have a subject line
Proof-read mail before sending it off
If you have attachments, be sure to
attach before you send it off
SHOW INITIATIVE IN BUSINESS
ENVIRONMENT
Model high standards of business practices
Influence individuals and groups positively
Identify and report practices that are
detrimental to the organization
Find opportunities to increase awareness
and commitment to the goals and values of
the organization.
DISPLAY HUMAN RELATION SKILLS
INTERACT WITH PERSONS ON THE JOB
Show courtesy and respect.
Handle requests promptly and accurately
Communicate in a pleasant and effective
manner
Handle difficulties in working
relationships
Handle confidential information
Resolve conflicts
EXERCISE TACTFULNESS, INITIATIVE
GOODWILL & RELIABILITY
Use tact and objectivity
under all circumstances
Exercise good judgement
Provide correct information
re: company’s operations
EXERCISE LOYALTY, HONESTY &
CONFIDENCE
demonstrate loyalty to co-
workers, supervisors, etc.
portray self-confidence and
assertiveness and practice
honesty
display flexibility, positive
attitudes and professionalism
when executing duties
Add Your “Signature” To Your Service –
Activity #3
Adding “signature” can motivate
you to take personal responsibility
for creating a positive, memorable
experience for internal or external
customers.
That unique touch that you put on your
service
Customers remember you because of
that uniqueness
Customers look forward to that
uniqueness
