Introduction to customer Service Training .This presentation would gives you all needed abilities when you deal with a customer . As Customers are backbone of Every business.I hope it will be useful for those want to know or learn about it.. And I would like to invite your feedback regarding this presentation . please contact if any queries : gulam059@gmail.com

2. Introduction to Customer Service
“There is only one boss, and whether a person shines
shoes for a living or heads up the
biggest corporation in the world, the boss remains the
same. It is the customer! The customer
is the person who pays everyone’s salary and who decides
whether a business is going to
succeed or fail.”
Sam M. Walton, Founder
&Former CEO Wal-Mart

3. Customer Service in the 21st Century
 The Three Key Elements  The Four knows
 Expand Your Definition of Service
 Who are Your Customers?
 Develop a Customer Friendly
Approach

4. Professional Qualities in Customer
Service
Professional
Qualities in
Customer
Service
Empathy
Control
InformationFairness
Friendliness
Accountability
Delivery
Customer
Service

5. Customer Service Techniques
Making a Good First Impression
• Thoughtfulness in meeting the customer’s needs
• Personal responsibility for a customer
• Quick problem solving for customer
• Offering immediate assistance
• Friendliness
• Using customer’s name in a conversation
• Pleasant voice tone
• Polite and courteous manners
• Neatness
• A genuine smile
• Making the customer wait
• Not answering the phone promptly
• Not saying “please” and/or “thank you”
• Speaking loudly or condescendingly to customers or colleagues
• Making faces, frowning, acting distant, not smiling
• Looking disheveled or like you do not care about your appearance
• A poor handshake
• Focusing on another task while addressing or servicing a customer.

6. Telephone Etiquette
* Attend after 3 Rings
*Greet the Customer
*Give your name
*Ask the customer if or how you can help
In some cases:
*Putting a Customer on Hold
*Transferring a Call
*Taking a Message( in case of co worker is
not there)
*Ending the Call
E-mail Etiquette
*Respond to your
business email quickly
*E-mail should be answered within 24
hours max
*Twice a day with a 12 hour interval( to
shine your customer service)
Dealing with the Customer

7. Helpful Reminders for Polite and
Friendly Responses

8. Communicating with the Unsatisfied
Customer
How many times have you as a
customer run into the problem of
excuses. There is a problem and the
sales person, technician or
customer service representative is
making lame excuses ?
sometimes it feels as if nothing is
anybody’s fault or is in anybody’s
department. This is poor customer
service. Good customer service
means accountability, responsibility
and taking action to satisfy the
customer.

9. Let’s address the notion of how to
communicate with an unsatisfied
customer.
 Listen.
 Express you are sorry: eg: ‘We are sorry for this mistake/problem.”
 “We are terribly sorry for this inconvenience.”
 Do not argue and do not interrupt.
 Do not lose your self-control.
 Point out facts
 Admit the problem.
 Involve the customer in problem solving.
 Give the customer a “way back”: Sometimes customers are wrong. You should let them leave
with dignity, without feeling embarrassed.
 Do not question the customer’s correctness.
 Solving the Customer’s Problems.
 Ask further details if necessary.

10. Benefits of Good Customer Service.
Beneficiary Benefits
For Providers Higher income
Recognition
Personal satisfaction & fulfillment
Less stress
Higher self-awareness and self-control
Greater authenticity
Happier life at work ,outside work
For Organization More repeat business ,referred business
Better reputation
Higher morale, happier employees
Lower employee turnover
Fewer complaints ,Higher productivity
Better work environment
Higher inventory turnover ,Higher
profits

11. Simple Actions Huge Returns
 Customers will spend up to 10% more for the same product
with better service.
 • When customers receive good service they tell 10-12
people on average.
 • When customers receive poor service
they tell upwards of 20 people.
 • There is an 82% chance customers will repurchase from a
company where they were satisfied.
 • There is a 91% chance that poor service will dissuade a
customer from ever going back to a company.

12. Any
Queries
If Yes ! Please drop your queries @
gulam059@gmail.com