This document provides guidance on customer service training. It outlines activities to practice different customer service scenarios, including dealing with first customers, difficult customers, unsatisfied customers, and repeat customers. The document also discusses important aspects of customer service like understanding customer needs, back-end processes, after sales service, and focusing on customer expectations to reduce stress. Key points emphasized include maintaining a professional appearance, active listening, understanding customer perspectives, providing solutions, and following up on service. Customer service is highlighted as important for increasing sales, brand value, and market share.

1. CUSTOMER SERVICE
TRAINING
@CharlesMwakio

2. Activity 1.0
• Write three challenges that you face in regards to offering
excellent customer service?

3. Defining Customer Service
• Who is a customer?
• Why do we do what we do?
• Why should a customer be bothered to give us business?

4. SERVICE READY
• Do I have the adequate tools of trade?
• I’m I dressed appropriately for this task?
• Is my physical well-being okay?
• Do I have adequate stock?
• Is my team in place?
• I’m I prepared for service?

5. Activity 1.1
CUSTOMER ENQUIRY
• Participants would be required to role play how their
physical, electronic or verbal encounter would be with a
first and repeat customer, either physically, via phone or
email.

6. FIRST IMPRESSION
• How is my first impression on a customer?
• Is my body language appropriate?
• Do I appear ready for the job?
• Did I welcome, introduce myself and greet the customer?
• Is my area of work in order?
• Do I sound professional?

7. Activity 1.2
• A DIFFICULT FIRST CUSTOMER: Participants
would be required to role play how their physical,
electronic or verbal encounter would be with a difficult
customer and what point should they seek assistance from
fellow colleagues.
• Internal Company Policies & Procedures

8. UNDERSTANDING THE
CLIENT
• Did I introduce our services to the customer?
• Did I capture the needs or requirement of the customer?
• Did I offer a solution if not did I recommend one?
• Did I explain in detail our services and the nature of the
work that shall be undertaken based on time, money and
process involved?
• Did the client understand what solutions we shall offer?

9. Activity 1.3
• A DIFFICULT REPEAT CUSTOMER: Participants
would be required to role play how their physical,
electronic or verbal encounter would be with a difficult
repeat customer and how they can offer a permanent
solution for difficult repeat customers.

10. BACK END PROCESS
•
• Have I achieved the clients need?
• Is the service being offered up to the standards?
• How efficient is the service?
• Is it within the time limit set?
• Avoid attitudes like “let’s leave it to the boss to handle”

11. Activity 1.4
• AN UNSATISFIED CUSTOMER: Participants would
be required to role play how their physical, electronic or
verbal encounter would be with an unsatisfied customer
and what measures they can undertake.

12. AFTER SALES SERVICE
• Is the client happy or satisfied? If not then what solutions
did we offer?
• Did I provide our contacts in case of any further work?
• Did I introduce our other services or offers?

13. Activity 1.5
• A REPEAT CUSTOMER: Participants would be
required to role play how their physical, electronic or
verbal encounter would be with repeat customers and
how they can keep on improving the services.

14. RECAP
• The benefits of providing good customer service:
• Improved brand value
• Increased sales due to repeat and referral customers
• Larger market share
• Bigger market player, thus being a thought leader

15. Focusing on customer service
excellence and success:
• Avoid distraction while working such as personal phone
and chit chats
• Don’t act as if you know what’s best for customer
• Be approachable and calm
• Always confirm details before taking further action

16. How customer service creates
revenue and the value of
revenue;
• Makes a client always willing to pay for services
• Some clients may pay in advance and deposits thus
creating adequate cash flow
• Referral customers thus increased sales
• Growth in customers
• Brand ambassadors via word of mouth praise

17. Focusing on customers’ top two
expectations to save time and
reduce stress;
• Keep yourself organized and learn to prioritize
• Make sure you make a follow up on the progress
• Alert superiors in case of any difficulties before matter
ran out of control

18. Dealing with difficult
customers
• Be more on the listening side
• Understand exactly the arrear of conflict

19. Responding effectively to
specific customer behaviors;
• Friendliness – the most basic and associated with courtesy and politeness.
• • Empathy – the customer needs to know that the service provider appreciates
their wants and circumstances.
• • Fairness – the customer wants to feel they receive adequate attention and
reasonable answers.
• • Control – the customer wants to feel his/her wants and input has influence on
the outcome.
• • Information – customers want to know about products and services but in a
pertinent and time-sensitive manner.

20. Thank You!
@CharlesMwakio