2. Learning Outcomes
 Acknowledge the customer using standard phrases
within policy procedures
 Identify the nature of the customer inquiry
 Use an attentive manner in dealing with customer
 Terminate calls using standard phrases ,within policy
procedures and phrases
 Confirm customer identity and details with customer
records, if appropriate

3. Learning Outcomes
 Establish rapport using active listening and empathy
techniques
 Identify customer requirements using active listening
and empathy.
 Obtain agreement on course of action
 Refer the customer to other agent as appropriate
 Notify the customer and agent and agent of relevant
details

4. Provide Quality Customer Service
Who is a
Customer????

5. A Customer is:
 Someone who depends on the timeliness, quality and
accuracy of someone else’s work.
 Person that pays for goods and services that you
provide.
Customer Types
 Internal
 External

6. Internal Customer
 People working in different department
 People working in different branches

7. External Customers
 Individuals of different needs
 Individuals of different cultures
 Business people
 Groups

8. What is Quality Customer Service
Definition:
 The aim of quality customer service is to provide a
consistently high level of service to customers that
meet or exceeds international standards.
 Identifying ,understanding, anticipating and
fulfilling the needs of your customers (tailoring of
services, but standardized)
 Managing your service environment.

9. In terms of customer service management
skills we tend to be……..
 Argumentative & Defensive
 Judgmental
 Fail to Apologize
 Will not give her name
 Have to let you know when you are wrong
 Enticed by social status-(so service is inconsistent)
 Have to let the world know when we are vex

10. Customer Expectations
They will have differing needs, wants, choices but have
common expectations:
 To be respected
 Appreciated
 Understood
 Satisfied

11. Identifying customers inquiry
 Listen actively and carefully
 Ask Questions where clarification is necessary
 Analyze what the customer has said

12. Reasons for inquiries
 Billing Discrepancies
 Non –Delivery
 Late Delivery
 Quality Issues
 Other
 Nb: Some organizations use inquiry forms to track the
reasons for customers’ inquiries. All customer
inquiries must be dealt with promptly.

13. We See Over The Phone
Telephone Tips :
 Every caller is to be treated as a welcome guest
 Monitor your voice ; irritation, preoccupation, hurrying , being
judgmental
Over the phone your voice is all you have going for you. Always sit
up your voice picks up. Smile so that your tone is softened.
 Always be patient
 Never rush the customer
 Give your undivided attention
 Never interrupt the customer

14. We See Over The Phone
Telephone Tips :
 Every caller is to be treated as a welcome guest
 Monitor your voice ; irritation, preoccupation, hurrying , being
judgmental
Over the phone your voice is all you have going for you. Always sit
up your voice picks up. Smile so that your tone is softened.
 Always be patient
 Never rush the customer
 Give your undivided attention
 Never interrupt the customer

15. Steps In Responding Incoming calls
 Answer promptly
 Greet the caller pleasantly
 Identify the organization /department
 Take messages accurately
 Speak in a natural tone
 Say “thank you” and “you’re welcome”
 Listen attentively
 Use customers name
 Speak directly in the transmitter

16. Steps In Responding Incoming calls
 Answer promptly
 Greet the caller pleasantly
 Identify the organization /department
 Take messages accurately
 Speak in a natural tone
 Say “thank you” and “you’re welcome”
 Listen attentively
 Use customers name
 Speak directly in the transmitter

17. Steps In Responding To Incoming Calls
 Apologize for mistakes
 End the call Properly
Place the caller on hold:
 Only if you must
 Ask permission
 Wait for an answer (if they didn’t respond…..”will that
be ok?”
 Never say “Hang on” or “Hold on”
 Check back every 25-30 seconds

18. Steps In Responding To Incoming Calls
 Apologize for mistakes
 End the call Properly
Place the caller on hold:
 Only if you must
 Ask permission
 Wait for an answer (if they didn’t respond…..”will that
be ok?”
 Never say “Hang on” or “Hold on”
 Check back every 25-30 seconds

19. Terminate Calls
 When terminating or closing a call you should do the
following:
 Start making statements in the past tense
 Repeat/summarize information you have already
conveyed
 Thank the customer for his/her, name and end the call
 Use standard farewell of the organization you
represent

20. Terminate Calls
Always allow the customer to hang up first
Examples of standard closures/termination:
 “Thank you for taking the time to call. Goodbye.
 Mr. Brown, Thank you for calling. Goodbye.

21. Make an outbound contact
 This is a contact call made by an agent or a customer
service representative from a call centre to
promote/sell goods and services.(telemarketing)
 These calls are usually made to existing customers but
sometimes calls are made to new customers.
Outbound calls are made for a variety of reasons
including:

22. Make an outbound call
 To market new products and services
 To confirm that customers have received their orders
 To follow up on services provided
 To follow up on overdue accounts
 To carry out market research
Nb. Assess the customers availability

23. Establish a relationship with the
customer
 Confirm the customers identity and details
 Establish rapport
 Demonstrate active listening skills
 Demonstrate empathy
 Letting your responses acknowledge and validate the
customers point of view

24. Discussion
Why is it important for you to know the
organizations policy regarding greeting?
•What role does listening play in
determining the nature of an inquiry?
Discuss 4 qualities/Traits an agent should
display when dealing with a customer?

25. Determine Customers Requirement
 Identify customers requirement by listening actively
 Seek clarifications where necessary
Tip: If you are unable to identify the requirements of the
customer correctly, you will take the wrong action.
This may result in time wasting and frustration.

26. Activity
Duration : 5minutes.

27. Determine Customers
Requirements
 During an interaction with your client provide options
to satisfy customers needs
 Communicate clearly and be articulate when
communicating your course of action to your client
 When explaining a course of action you should do so
breaking down the information into action into
actionable steps

28. Determine Customers
Requirements
 Separating each step and pause between each
 Asking the customer if he/she understands
 Repeating/ Paraphrasing
 Asking the customer what you have said

29. Customer Options
 Delivery
 Payment Method
 Redress
 Products
 Services

30. Respond to Customer Request
 Promptly respond to, and discuss requests
 Identify and recommend options
 Commit to meet customer requests. committing
simply means keeping the promises you have made to
the customer regarding: When you will supply the
product/service
 How will you supply

31. Respond to Customer Requests
 Any cost associated with the delivery
 Any special needs of the customer
 Nb. Your credibility is important.

32. Activity
 Select a team mate and role play responding to
customer request. Incorporate what you have learnt.