What is customer services Attributes of a good professional Competencies Tone of Voice Adaptability and flexibility

1. Customers & US

2. • Identification of Customer
needs & problems
• Recognize the most common
reasons for complaints
• Discover techniques to
cultivate special customer
relationship
• Self evaluation
• Roadmap for Improvement

3. Customer
Services is not a
department…
Its
everyone’s
job!!
This is
what I
think!!
What is Customer Services?

4. Respect

5. Friendliness Empathy
Information
Fairness
Control
Five Attributes of a good Professional!!

6. ARE YOU A CUSTOMER???
• Have you ever called any helpline?
• Where did you call?
• Why did you call?
• How did you feel?
• If you felt good share why?
• If you felt bad share why?

7. Energy
Flexibility Follow up
KnowledgeMotivation
COMPETENCIES
Communication
Empathy
Decisiveness
Impact

8. Learn to say “NO” without saying, “NO”
 Never Start with a “NO”
 Apologize for saying “NO”
 Give information and show attentiveness
 Use a Low tone, if it is unpleasant news
 Ask for alternatives

9.  The moment you pick up a telephone,
body language & visual perceptions disappear
 Your tone of voice
becomes dominant
 Entire message you project to the customer
is derived from tone of voice & attitude
It’s Not What You Say, It’s How You Say It

10. High pitch “I am enthusiastic and excited!
Flat
Tone
Slow
Pitch
Loud
Voice
“I don’t like my job and
would rather be
elsewhere”
“I am sad and lonely –
do not bother me”
“I’m angry and
aggressive”
TONE OF VOICE

11. List Five to Eight excuses you hear your team
members give for offering indifferent or poor
customer service!

12. I don’t have
enough time
I don’t get paid to be nice
only. I have to manage
productivity too
We are under
paid
Systems are
usually down
I am having a
bad day Customers are
basically stupid
We are over
burdened
Team Leads
don’t help
Sorry I did not
read the email for
this new update

13. Be Polite But
Honest!
DON’T
Oversell Your
Products or
Services
Do Pay
Special
Attention to
Time
Frames
DO Practice
Seamless
Communication
Don’t Forget
to Value
Your
Customers
Keep your
promises &
apologize
when you
don’t
Setting the right expectations!!

14. Standard Suggested Guidelines

15. Customer Feedback

16. Save
Churn!!!

17. How to become a Good
Professional??

18. You can’t get much done in life if you only work on the days
WHEN YOU FEEL GOOD!!!
Be Positive!!!

19. Adaptability & Flexibility

20. Be a Guide!!
Even if we have the
right tool we still need
guidance!

21. Be Ready for
new
Challenges!!

22. Everything Counts!!!
Take Pride in How far
you have come.
Have faith in how far
you can go.

23. Match customer’s level!!

24. Thank you