The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Style" and will show you how you can develop your own unique brand of customer service.  will show you how you can develop your own unique brand of customer service.  

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MTL: The Professional Development Programme
Customer Service Style
CUSTOMER SERVICE
STYLE
A personalised service for everyone
MTL: The Professional Development Programme

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MTL: The Professional Development Programme
Customer Service Style
Attribution: All images are from sources where a Creative Commons license exists for commercial use. All icons are on subscription
from thenounproject. All clipart is from free sources. The MTL Professional Development Programme is copyright of Manage Train
Learn.
Customer
Service Style
Introduction: Whatever kind of customer service you offer - whether big or small,
expensive or cheap, large-scale or small - do it with style. Style means doing things in
your own special way -- with confidence, charisma, and class. In this topic, we'll show
you 7 ways to put on your own style.

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MTL: The Professional Development Programme
Customer Service Style
A smile never goes out of fashion
1. THE VALUE
OF A SMILE
https://pixabay.com/en/woman-brunette-red-indoors-face-1929550/
Service with a smile is something of a cliché. But
if you want to make people love your service,
then do it with a sincere smile. The word
"sincere" comes from the Latin "sine cire"
meaning without wax, ie not false. A sincere smile
makes people feel welcome, reassures them and
leaves them with a pleasant glow. It is the
common currency for making positive contact
with worried customers and leaving them happy
and delighted.

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MTL: The Professional Development Programme
Customer Service Style
2. CREATE
LIVING
THEATRE
https://pixabay.com/en/street-performer-open-village-721393/
Put on a show for all your customers
Management guru Tom Peters says that
delivering great service is like putting on a show.
And every new day is a golden opportunity to try
something new. Think of yourself as a performer,
magician, stage-manager, creator of good
feelings, daredevil, and bringer of delights. Now
who'd want to miss that show?

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MTL: The Professional Development Programme
Customer Service Style
https://www.flickr.com/photos/ladypaint/12214734683/
Rate service as number one and reward it as such
3. REINSTATE
PRIDE IN
SERVICE
Ray Pahl of Kent University says that many service
workers regard serving others as menial, second-
class work with a low profile and little rewards. It
is not much different from servility. If that’s the
way your team view service, then you need to re-
educate them and turn service into a prized
profession which they can be proud of. That's
why, in countries such as France and Italy, to be a
waiter and serve others is considered a real
profession.

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MTL: The Professional Development Programme
Customer Service Style
4. REVERSE
BAD
PRACTICES
https://en.wikipedia.org/wiki/File:Nordstrom.JPG
Nordstrom’s department store in Orlando, Florida
One of the reasons why people don’t deliver good
service in some organizations is because the
organization hasn’t shown them how. They buy
second-class materials, let defects go through,
and are sloppy about answering the phone. Put
some style back into your service by setting
outstanding practices. Think of the American
store Nordstrom who offer money back on
returned items without question - even if they
weren't bought at their store.

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MTL: The Professional Development Programme
Customer Service Style
https://www.flickr.com/photos/poptech/10676225695/
Empower your staff to do more for your customers
5. CHANGE
YOUR
ASSUMPTIONS
Old assumptions about staff can stand in the way
of delivering customer service style. If you believe
that your front-line staff can’t make decisions by
themselves, are only interested in their own jobs,
and need someone else to tell them what to do,
then you need to re-think your assumptions.
Building a quality culture is not about creating
fanatical workforce commitment, but about
abandoning outdated management assumptions.

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MTL: The Professional Development Programme
Customer Service Style
6. GET CLOSER
TO YOUR
CUSTOMERS
https://commons.wikimedia.org/wiki/File:Body_Shop_Farmers_Dunedin_
2013.jpg
Body Shop display in Dunedin, New Zealand
When organizations focus on the customer’s
needs rather than their own, he or she becomes a
partner, an ally, a friend. For example, South West
Airlines businesses in the USA invite their
customers to sit in on their recruitment panels
when they take on staff. And in the UK, the staff
at cosmetic retailers Body Shop get half a day
paid leave a month to go and work on local
community projects in the areas where their
customers live. That’s getting close to your
customers.

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MTL: The Professional Development Programme
Customer Service Style
Turn regular customers into loyal fans
7. EARN THEIR
LOYALTY
https://pixabay.com/en/football-twisted-stadium-fans-1799462/
Satisfied customers are those who like your
service once but might go elsewhere next time.
Loyal customers are those who stick with you
through thick and thin. You negotiate prices with
satisfied customers; you negotiate costs with
loyal customers. Satisfied customers look at other
companies before they decide; loyal customers
tell you first. Satisfied customers see you as a
commodity provider; loyal customers see you as a
friend.

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MTL: The Professional Development Programme
Customer Service Style
This has been a Slide Topic from Manage Train Learn
AFinal
Word
Work on these 7 habits and you’ll quickly discover that not only will you bring a touch of magic to
your customers’ lives, you’ll also add something special to your own.