2. Customer Service
Customer Service refers to learning the knowledge,
skills and competencies required to satisfy a customer.
Customer satisfaction translates into customer loyalty
and repeat business.
Repeat business maintains a healthy business which, in
turn, ensures long term employment.
It is, therefore, in everyone’s best interest to ensure
that the customer is satisfied.
3. Part 1:
Customer Service and the Service Provider - YOU
As a customer service provider, there are several key
skills and competencies that lead to good customer
service practices.
4. Respect is the most important component of
Customer Service.
Regardless of how difficult or minor the request or concern may
seem to you, it is very important to the customer.
The customer must feel that their requests and
concerns are taken seriously.
Customer Service and the Service Provider - YOU
Respect
5. Customer Service and the Service Provider - YOU
Patience
Always give the customer your full attention and allow them to fully
explain their requests or concerns.
The customer’s requests or concerns should never be rushed or
brushed aside.
Do not rush argue or act bored with a customer as this may escalate
a confrontational situation.
Always stay calm.
6. Customer Service and the Service Provider - YOU
Tact
Always be tactful in dealing with a customer’s requests or concerns.
Do not interrupt, criticize, belittle or argue with a customer.
Be sensitive to the customer’s point of view
Be respectful of the customer’s cultural differences.
7. Customer Service and the Service Provider - YOU
Clear and Effective Communications Skills
Good communication skills are very important to good customer
service.
Be attentive, not bored or distracted, and listen carefully to what
the customer is saying.
Good customer service begins with the ability to listen carefully.
8. Customer Service and the Service Provider - YOU
Clear and Effective Communications Skills
Speak clearly and paraphrase or simplify, when necessary, to
communicate difficult terms or concepts.
Remember, the customer may not have your level of expertise
related to your product or service.
9. Customer Service and the Service Provider - YOU
Personal Emotional Control
Dealing with a customer may sometimes be very frustrating and
occasionally may become confrontational.
Control your emotions in situations where a customer is upset.
Remember, they are not angry with you, but with your product or
service.
10. Customer Service and the Service Provider - YOU
Personal Emotional Control
Don’t take it personally – stay calm and try to calm the
customer down by ensuring the customer that their
concerns are being heard and taken seriously.
11. Customer Service and the Service Provider - YOU
Giving the customer a great experience !
Be creative in solving or satisfying a customer’s requests.
Customers don’t always know exactly what they need and will
appreciate your suggestions.
Smile and use humor where appropriate.
The customer should always have a pleasant and positive
experience when dealing with your business.
12. Customer Service and the Service Provider - YOU
Giving the customer a great experience !
Develop simple acting skills.
Always appear to be interested in what the customer has to
say, and appear to understand their concerns.
13. Part 2:
Customer Service and Your Employer – The Boss
You are the front line representative of your employer’s
products and services to the consumer.
Certain customer service skills and competencies are
important to your employer.
14. Customer Service and Your Employer – The Boss
Knowledge of the Product or Service
It is very important that you have a thorough knowledge of the
products and services you are presenting to customers.
Customers will have many questions regarding the product or
service you provide, and they are depending on you for complete
and accurate responses to their questions.
15. Customer Service and Your Employer – The Boss
Knowledge of the Product or Service
Memorization skills are important .
Be able to answer the most common questions without having to
refer to manuals or another sales representative.
16. Customer Service and Your Employer
Professionalism
Employers expect their representatives to reflect professionalism
to the customers:
• Dress appropriately and maintain a neat appearance.
• Speak properly and use appropriate language,
regardless of the language being used by the customer.
17. Customer Service and Your Employer
Professionalism
Employers expect their representatives to reflect professionalism
to the customers:
• Take responsibility – if you make a commitment, make sure
you fulfill the commitment (e.g.- call back, order date, delivery
date, etc.)
• Be well organized and efficient. Customers will have
confidence in you knowing that you are good at what you do.
18. Customer Service and Your Employer
Teamwork Skills
You must be a team player when it comes to customer service.
Help others representatives in answering questions, finding
products or defusing confrontational situations, to work
towards satisfying the customer and building customer loyalty.
19. Customer Service and Your Employer
Organizational Skills
Be well organized and ready to serve the customer.
Don’t make the customer wait while you organize your work
station.
Know how and where to look to find products and / or
information.
Manage time wisely to ensure that customers are promptly
served.
20. Customer Service and Your Employer
• Persuasion skills: be persuasive but not ‘pushy’.
• Analytical skills: Analyse what is best suited to meet the
customer’s needs.
• Goal Oriented: Establish sales goals and work towards
meeting the goals you have set for yourself.
Skills for Closing the Sale
21. Part 3:
Customer Service and the Customer
Remember the golden rule of business:
The customer is always right !
Satisfied customers are the reason businesses grow and survive,
and are, therefore, the reason you have a job.
22. Customer Service and the Customer
Empathy
Try to understand the customer’s point of view, or how the
customer feels.
Remember that the customer is not angry with you, so don’t
take it personally.
Stay calm and reasonable.
23. Customer Service and the Customer
Assessment and Problem Solving
Try to assess the situation by carefully listening to the customer
and understanding their needs or concerns.
Don’t argue, but try to offer alternatives or solutions.
If you can’t solve the problem, find someone that can.
24. Customer Service and the Customer
Flexibility
Try to anticipate and identify the customer’s needs.
Customers may not be able to fully communicate their needs
and will appreciate your help.
Be prepared to move to another product or solution if the
customer is not interested in your initial suggestion.
25. Customer Service and the Customer
Ability to Handle Surprises
Always stay calm and maintain your professionalism despite what
a customer may request or may be angry about.
Defuse the situation and offer solutions.
Do not argue as this will only escalate a confrontational situation.
26. Keys to Good Customer Service
Problem Solving: Listen carefully, assess the problem or need, and
offer solutions.
Adaptation: Adapt to situations by always remaining calm and
maintaining your professionalism despite the situation.
Negotiation and Persuasion: Know your product or service well and
work towards satisfying the customer and closing the deal.
Conflict resolution: Never argue with a customer, but find a solution
to their concerns in a calm manner.
