1. CustomerService
TrainingPLAN
Mara Rodas - Paul Simon - Junaid Karodia - Khang Nguyen

2. theroleofCustomerService
Customer service plays a vital role in any type of business’ success.
It is very important to teach staff about exceptional customer services;
when done right, the outcome is usually positive generating ‘repeat
business’, and essentially leading to customer loyalty and incredible
return on investment – revenue.

3. CUSTOMERSERVICEDEFINED:
Service is hard to define, measure and control. However,
how you manage and perform your services is what will
separate you from your competitors.

4. Whatdoes
GoodService
Looklike??

5. Itiseasytosaythat…..
“Anattentiveemployeeassistinga
customerisagoodservice.”
Butthatistoovagueisn’tIT?

6. Whatdoyounoticeinthesetwophotos?

7. toachievegoodcustomerservice
AnEMPLOYEEMUST…..
★ Be professional
○ Use professional language at all
times
○ Must be dressed according to the
standard of the company
○ Service must be executed in a
timely manner
★ Must show interest in catering to the
customer
○ By nodding and maintaining eye contact
○ Again, ALWAYS SMILE!
○ Use phrases such as
■ “I will be happy to assist you
today”,
■ “Welcome to [company’s name]”,
■ “Thank you for calling [….], how
may I help you?”, etc.
★ Be Happy
○ Smile and greet each customer
★ RESPECT EACH CUSTOMER DESPITE ANY
CIRCUMSTANCES
○ Address each customer with courtesy
or English Honorifics (if possible) such
as Miss, Mr., Mrs., Dr., etc.

8. An employee who looks engaged and proud
of the company that he or she is working for while
assisting a customer by catering to a customer’s need,
and/or solving the customer’s issue is WHAT A GOOD
CUSTOMER SERVICE LOOKS LIKE!
REMEMBER!

9. goodservicedailychecklist

10. THESTAFFMUSTBEAPPROACHABLEANDACCOMMODATING
APPEARANCE.
The entire staff must be well-groomed and dressed according to the
standards of the company. Proper hygiene must be practiced.
BEHAVIOUR.
Customers should be welcomed with a smile. Employees must maintain
proper posture. Aside from avoiding injuries, your body language says a
lot about you to your customers. First impression is key!
ATTITUDE.
Employees should display positive attitude. A person who is happy and
energetic while working can positively impact the guest’s experience.
AVAILABILITY.
It is important to be visible to your customers to make it easier for them
to find you if they need you, To show them that you are always
available to help them will make them feel cared for and valued.

11. THISISNOTANACCEPTABLEATTITUDE!!!!

12. Youdon’tWantthisfromacustomer

13. THESTAFFMUSTHAVEGOODCOMMUNICATIONSKILLS
EYE CONTACT.
Employees must always maintain eye contact. It shows that the customers
have the employees’ undivided attention.
LISTENING.
You can be the best speaker in the world but if you do not know how to
listen then you would not really know what your customer needs. Also,
hearing is different from actually listening to gather information and
understand what the other person is saying.
VOICE/TONE.
Having a clear voice, and using the right tone will create a huge impact
in your interaction with your guests. It is also important to use words or
language that your guest will understand. At the end of the day, it is
important to be concise and clear so you can give the right message to
your customers.

14. THESTAFFMUSTSHOWEMPATHYTOTHEIRCUSTOMERS
CONCERN. CARE. EFFORT.
To create a total customer satisfaction experience, employees must learn
to show empathy towards their customers. Focus and attend to the
customer who requires your help. Always acknowledge your customer’s
concern then express your sincere desire to help.
CREATE SOLUTIONS.
Showing willingness to help and find solutions will be appreciated by
your customers. In order to find the right solutions, listen to them.
FOLLOW UP.
Just because you found solutions for the customer’s problems does not
mean that you stop right there. You have to follow up and make sure
that the customer is fully satisfied with the solution that you offered them.

15. THESTAFFMAINTAINASAFEENVIRONMENT
FORTHECUSTOMERS
SAFE AND COMFORTABLE ENVIRONMENT.
Employees must make sure that the physical environment of their business
is safe, comfortable and appealing to their customers. Also, the staff must
be trained enough to handle large crowds and try to avoid having
customers wait for a long time. Properties like fine dining restaurant, and
hotels must have less to no noise to create a relaxed and secure
environment for the guests to experience and enjoy.

16. GoodCustomerService
In order to implement this plan, employees and managers
must be carefully selected. Only hire the ones who are fit for
the job, the ones who share the same values and
philosophies as the business and the ones who possess the
traits that complement the business’ purpose.

17. Doesservicestopatcustomers?
No, service does not stop at customers. Both internal and external customers
should be held of high regard and importance since both customers are vital to
making the business successful. If a business does a great job in valuing both their
internal and external customers, this will result in engaged employees, and happy
customers – thus leading to higher productivity levels and profit for the company.
What you treat your employees will affect how they deal with customers. Take a
look at the world of Hospitality for example; the service never stops at all - the
industry is constantly providing services to the customers.

18. Howemployeesinfluencecustomer’sexperience….
For instance, front office agents provide rooms, housekeepers provide cleaning services, and sales and catering
provide event services. In other words, each employee in a business is the brand ambassador. How they treat
the customers will reflect a business’ success, and will definitely influence their interaction with the
customers.
Therefore, a business must start from its employees!
★ ENCOURAGE
Well-managed employees are proven to do a better job in customer service/interactions than employees
who are not motivated.
★ VALUE
Training employees and providing good feedback, appreciation such as employee of the month. Giving
departmental weeks such as free massages, Christmas Parties and gift bag of goodies.
★ EMPOWER
Giving employees the voice of opinion, supporting their independence, appreciating their efforts,
encouraging self-failure and rewarding self-improvement.

19. MakeMemorableexperiencesforcustomers
Staff can make memorable experiences by giving their quality work to the customers; aside from
following the good service daily checklist provided in this presentation, using their knowledge of
the business as information for the customers, and going above and beyond customers’
expectations will definitely impact a customer’s experience positively and memorably.
For example, in hotels, front office agents can suggest room(s) that would please the guest from
views to type of rooms. They can even offer room upgrades if the occupancy is not that high. Staff
who are trained well and who are knowledgeable about the organization that they work for
reassures the customers’ doubt giving that feeling of security for choosing the establishment over
the other.
Little details such as remembering your guests’ names, offering personalized services, inviting your
guests back to your establishment, showing consideration and attentiveness to their needs, all of
these will make customers feel important and valued - thus creating a memorable experience for
the customers.

20. THENECESSARYSTEPSinsolvingcustomerproblems:
“SHARE-I“STEPS
1. SITUATION – Identify and analyze the situation the customer is in. Be realistic - can you provide a
solution or is it beyond your control? Do you call a manager? If you are the manager, what would you
do?
2. HELPFULNESS – Sense the need of the customer by showing facial expressions and initiate a
conversation by knowing more about the customer is feeling. If the customer has to vent his or her
feelings, let him or her be. This will help you help the customer better.
3. ACTION– Once you figure out the best way to solve the customer’s problem, take action.
4. RESULT - What is the aftermath of the solution?
5. EVALUATE- How did it go? Is the customer satisfied with the outcome? What can you do next time a
situation like this happens again? Are there alternatives to the situation? Did it cost you time or
money to solve this issue? Any ways to prevent this situation from happening again? What would you
do differently?
6. IMPLEMENT- If the issue is on-going and the solution worked, implement and tell the entire staff about
it. Always seek to find ways to prevent chaotic situations from happening again.

21. INSPIRATIONCOMPANY
Virgin America is a successful
company with a great service
culture.
Virgin America is voted as
Top Domestic Airline in the U.
S. because of their QUALITY,
not only in their products but
also in their services!

22. RichardBransonRevealsHisCustomerServiceSecrets
LINK: https://www.youtube.com/watch?v=Fy4lYDN1gz4

23. VirginAmerica’sServiceCulture
Virgin America’s founder Richard Branson have created a service culture like no other. This large organization’s
management operates every aspect of Virgin America with 7 lessons in mind.
1. A good leader does not get stuck behind a desk. It is important to visit the front lines to find out what
works well and what can be done from the very people that deliver and consume your product or service.
2. Express a passionate commitment to serving guests. A superior customer experience is the key ingredient
to success in a global competitive economy, regardless of the type of business.
3. Features & amenities might get customers to try your business once but it is the quality of the interaction
they have with your people that encourages them to return.
4. Hire for ATTITUDE!
5. Empower your employees. Train them the basics then let them use their imagination and skills. The quote
“Better to ask for forgiveness than for permission” was brought up - they want all their employees to do
what they do best, if they make a mistake, they will sort it out later.
6. ‘Social media with a genuine voice’ - the company has a team that responds to every guest’s comment.
This shows how much they value their customers.
7. Richard Branson wants all his staff and employees to have fun!!!! An employee who is proud of the
establishment that he or she works for will do 10 times better than the one who is not!

24. ACTIVITY#1
BODYLANGUAGE
Objective: To show how body language can
reinforce verbal communication, however it
can also be stronger than verbal
communication – it is important that we are
aware of our body language in order to ensure
we are projecting the right message.
No materials required.
Time: 10 minutes
instructionS
1. Explain to the group that you are going to give them a
series of instructions.. which you would like them to copy
as fast as they can
2. State the following actions as YOU do them..
For example:
Say “Touch your right elbow” while you touch your
nose as you tell your sentence to your
participants.
3. Observe the number of group members who copy
what you did rather than what you said.

25. ACTIVITY#2
cutthecake
Objective: A fun yet challenging way to end a team
building, creativity or a problem solving class. It also
shows the value of collaboration of all team members
to try and come up with a solution together and get a
piece of the cake.
The trainer brings in a cake to celebrate the end of a
successful session. Participants cannot eat it until they
have cut it. They cannot make more than three cuts and
they must divide the cake into eight pieces.
Materials: A 8-10 inch round cake and a cake
knife
Time: 15-20 minutes
instructionS
RULES:The participants cannot make more than three
cuts and they must divide the cake into eight pieces.
Allow participants to have 12-15 minutes to come up
with a solution. If no solution found, demonstrate the
answer.
Solution: Cut the cake twice on top (once in either
direction) and once horizontally through the middle.

26. ALWAYS REMEMBER THIS!!!!

27. Customer service is not just important, it is also vital. The way you execute your services is
what makes you different from the rest of your competitors. At the end of the experience, it is
the services provided that the customers will remember. And the fact that your services reflect
heavily on your business, you need to be aware about the needs of both your internal and
external customers. If you show that your business cares about them, your employees will stay,
and your customers will become back; meaning your business will more likely succeed. With
little extra efforts for your employees and customers, your business will reap the benefits.
Customer service is vital.

28. http://sbinfocanada.about.com/od/customerservice/ss/8-Rules-for-Good-Customer-
Service.htm
http://www.inc.com/oscar-raymundo/richard-branson-companies-should-put-
employees-first.html
http://www.business2community.com/customer-experience/4-reasons-good-
customer-service-vital-0934198
http://www.omafra.gov.on.ca/english/food/inspection/dairy/1-eh.htm
http://www.eptica.com/blog/importance-empathy-customer-service-interactions
Kadampully, J. A. (2007). Services Management The New Paradigm in Hospitality.
Upper Saddle, New jersey: Pearson.
https://www.youtube.com/watch?v=Fy4lYDN1gz4
http://www.trainingcoursematerial.com/free-games-activities
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