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Customer Service 
Essentials 
© Operational Excellence Consulting. All rights reserved. 
© Operational Excellence Consulti...
Program Objectives 
1. To instil in customer service professionals the 
importance of providing excellent customer 
servic...
NOTE: This is a PARTIAL PREVIEW. To 
download the complete presentation, please 
visit: http://www.oeconsulting.com.sg 
© ...
Facts about Customer Service 
• Repeat customers spend 33% more than new 
customers. 
• It costs 6 times more to acquire a...
What is Customer Service? 
• How a company deals with its consumers 
before, during and after a purchase or use of a 
serv...
Why Does Customer Service Matters? 
• Customers are the reason for our existence 
• Rising customer expectations 
• Sets t...
Two Parts to Customer Service 
Content part – What 
we do 
 Knowing our job (rules, 
policies, regulations) 
 Making goo...
“Attitude is a little 
thing that makes a 
big difference.” 
- Sir Winston Churchill 
© Operational Excellence Consulting....
Displaying Customer Service Attitude 
• Projecting confidence 
• Thinking positive 
• Using positive language 
• Being ent...
Who Are Customers? 
• A Customer is a recipient of a product or service 
• Customers are people who need your 
assistance ...
Why Customers Get Angry 
• Didn’t get what was 
promised 
• Got something and it didn’t 
work correctly 
• Service was slo...
What is Good Customer Service? 
• Philosophy of excellence in customer service 
must be incorporated into day to day opera...
Skills for Customer Service 
• Know about your organization, products and 
services 
• Learn the technical parts of the jo...
RATER Model Defines Five Key 
Elements of Customer Service 
Responsiveness 
Assurance 
Reliability 
Empathy Tangibles 
Sou...
Five Key Elements of Customer Service 
Reliability – Acting / completing as promised 
• Providing the service that you’ve ...
Five Key Elements of Customer Service 
Empathy – Acting with care and 
understanding 
• Treating customers as individuals,...
Greeting Customers & Establishing 
Rapport 
• The purpose is to create and maintain a welcoming 
environment 
• Be attenti...
Words & Phrases that Damage 
Customer Relationship 
• You don’t understand. 
• I don’t know. 
• I can’t… 
• You don’t see ...
Understanding Customer’s Needs & 
Expectation 
• Needs 
 What a customer has to have 
 More focused on the contents or j...
“Said is not the same as 
heard. 
Heard is not the same as 
understood. 
Understood is not the 
same as agreed. 
Agreed is...
Verbal & Non-verbal Communication 
Verbal, 
7% 
Vocal, 
38% 
Body, 
55% 
© Operational Excellence Consulting. All rights r...
Overcoming Communication Barriers 
• Seek first to understand the message 
• Listen actively 
• Be sensitive to body langu...
Three Parts of Effective Listening 
Focusing your full attention on 
the other person 
Hearing what is being said - both 
...
Questioning Skills 
• Open questions 
• Closed questions 
© Operational Excellence Consulting. All rights reserved. 24 
• ...
Effective Telephone Techniques 
• Smile before answering the phone 
• Answer the phone in three rings or less 
• Give your...
Effective Face-to-Face Communication 
Techniques 
• Focused attention 
• Eye contact 
• Body language 
• Check your physic...
Improving Customer Service 
Professionalism 
• Make excellence your goal 
• Get your basics right 
• Take your job serious...
Dealing with Difficult Customers 
• Label the behavior, not the customer 
• Listen 
• Don’t get defensive 
• Don’t take it...
Saying “No” Positively 
Don’t Say Use Instead 
• “Call back tomorrow.” • “I’ll call you back tomorrow.” 
• “It’s not ready...
5-Step Recovery Skills 
1. ACKNOWLEDGE the situation and the 
© Operational Excellence Consulting. All rights reserved. 30...
About 
Operational 
Excellence Consulting 
© Operational Excellence Consulting. All rights reserved.
About Operational Excellence 
Consulting 
• Operational Excellence Consulting is a management 
training and consulting fir...
END OF PARTIAL PREVIEW 
To download this presentation, 
please visit us at: 
www.oeconsulting.com.sg 
© Operational Excell...
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Customer Service Essentials by Operational Excellence Consulting

Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.

In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.

LEARNING OBJECTIVES:

1. To instill in customer service professionals the importance of providing excellent customer service
2. To equip customer service professionals with effective techniques and skills to provide excellent service
3. To manage and handle customer interactions and relationships

CONTENTS:

1. Introduction to Customer Service
2. Key Elements of Customer Service
3. Effective Techniques and Skills
4. Dealing with Different Types of Customers

This training powerpoint includes exercises for individual and group discussions and role plays.

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Customer Service Essentials by Operational Excellence Consulting

  1. 1. Customer Service Essentials © Operational Excellence Consulting. All rights reserved. © Operational Excellence Consulting. All rights reserved.
  2. 2. Program Objectives 1. To instil in customer service professionals the importance of providing excellent customer service 2. To equip customer service professionals with effective techniques and skills to provide excellent service 3. To manage and handle customer interactions and relationships Copyrights of all the pictures used in this presentation are held by their respective owners. © Operational Excellence Consulting. All rights reserved. 2
  3. 3. NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: http://www.oeconsulting.com.sg © Operational Excellence Consulting. All rights reserved. 3 Contents 1. Introduction to Customer Service 2. Key Elements of Customer Service 3. Effective Techniques and Skills 4. Dealing with Different Types of Customers
  4. 4. Facts about Customer Service • Repeat customers spend 33% more than new customers. • It costs 6 times more to acquire a new customer than it does to keep an existing one. • As little as a 5% increase in customer retention can increase profits by 25 to 95%. © Operational Excellence Consulting. All rights reserved. 4
  5. 5. What is Customer Service? • How a company deals with its consumers before, during and after a purchase or use of a service. • A series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. • A proactive attitude that can be summed up as: I care and I can do. © Operational Excellence Consulting. All rights reserved. 5
  6. 6. Why Does Customer Service Matters? • Customers are the reason for our existence • Rising customer expectations • Sets the organization apart from competition • Increases customer satisfaction and loyalty • Improves employee engagement © Operational Excellence Consulting. All rights reserved. 6
  7. 7. Two Parts to Customer Service Content part – What we do  Knowing our job (rules, policies, regulations)  Making good decisions (seeing the “big picture”) © Operational Excellence Consulting. All rights reserved. 7  Following through  Paying attention to details People part – How we do it  Caring about our customer  Listening to their needs and expectations  Dealing with feelings
  8. 8. “Attitude is a little thing that makes a big difference.” - Sir Winston Churchill © Operational Excellence Consulting. All rights reserved.
  9. 9. Displaying Customer Service Attitude • Projecting confidence • Thinking positive • Using positive language • Being enthusiastic • Conveying speed or urgency • Taking ownership or accountability • Being courteous © Operational Excellence Consulting. All rights reserved. 9
  10. 10. Who Are Customers? • A Customer is a recipient of a product or service • Customers are people who need your assistance • People who phone, people who walk-in, people who write/email • Customers are not an interruption to your job, they are the reason you have a job © Operational Excellence Consulting. All rights reserved. 10
  11. 11. Why Customers Get Angry • Didn’t get what was promised • Got something and it didn’t work correctly • Service was slow or sloppy • Were treated rudely or with indifference © Operational Excellence Consulting. All rights reserved. 11
  12. 12. What is Good Customer Service? • Philosophy of excellence in customer service must be incorporated into day to day operations. • Processes and systems must be built to provide structure to both the customer and the employees who serve them. • Staff should be given the right tools, training and consistent support. • This is NOT an overnight program! © Operational Excellence Consulting. All rights reserved. 12
  13. 13. Skills for Customer Service • Know about your organization, products and services • Learn the technical parts of the job • Communicate well • Be consistent • Be organized • Know your place in the team and be a team player © Operational Excellence Consulting. All rights reserved. 13
  14. 14. RATER Model Defines Five Key Elements of Customer Service Responsiveness Assurance Reliability Empathy Tangibles Source: “SERVQUAL” by Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry © Operational Excellence Consulting. All rights reserved. 14
  15. 15. Five Key Elements of Customer Service Reliability – Acting / completing as promised • Providing the service that you’ve promised to your customers • Systems and processes are robust and reliable • Service delivery is consistent and timely • Being accurate and efficient • Improving the quality of service © Operational Excellence Consulting. All rights reserved. 15
  16. 16. Five Key Elements of Customer Service Empathy – Acting with care and understanding • Treating customers as individuals, not as a number • Seeing things from a customer point of view • Genuinely caring about customer needs • Building good relationships with customers • Empathy is NOT sympathy © Operational Excellence Consulting. All rights reserved. 16
  17. 17. Greeting Customers & Establishing Rapport • The purpose is to create and maintain a welcoming environment • Be attentive, acknowledge a person as soon as they appear, even if you’re busy • Smile • Establish eye contact • Tell them your name • Ask how you can help • Give the customer your full attention • Be polite and courteous © Operational Excellence Consulting. All rights reserved. 17
  18. 18. Words & Phrases that Damage Customer Relationship • You don’t understand. • I don’t know. • I can’t… • You don’t see my point. • Hold on (or hang on) a second. • Our policy says (or prohibits)… • That’s not my job/responsibility. • You must/should… • You’ll have to… • What you need to do is… • What’s your problem? • Why don’t you…? • I never said… © Operational Excellence Consulting. All rights reserved. 18
  19. 19. Understanding Customer’s Needs & Expectation • Needs  What a customer has to have  More focused on the contents or job dimension of interaction • Expectation  What a customer likes to have  More focused on the people dimension or how I get what I need © Operational Excellence Consulting. All rights reserved. 19
  20. 20. “Said is not the same as heard. Heard is not the same as understood. Understood is not the same as agreed. Agreed is not the same as applied. Applied is not the same as retained.” - Konrad Lorenz © Operational Excellence Consulting. All rights reserved.
  21. 21. Verbal & Non-verbal Communication Verbal, 7% Vocal, 38% Body, 55% © Operational Excellence Consulting. All rights reserved. 21
  22. 22. Overcoming Communication Barriers • Seek first to understand the message • Listen actively • Be sensitive to body language • Use appropriate language • Use the right communication channel • Be honest and sincere • Obtain feedback © Operational Excellence Consulting. All rights reserved. 22
  23. 23. Three Parts of Effective Listening Focusing your full attention on the other person Hearing what is being said - both the content and the feelings Thinking about the meaning of what is being said © Operational Excellence Consulting. All rights reserved. 23
  24. 24. Questioning Skills • Open questions • Closed questions © Operational Excellence Consulting. All rights reserved. 24 • Paraphrasing • Check for understanding
  25. 25. Effective Telephone Techniques • Smile before answering the phone • Answer the phone in three rings or less • Give your company name and your name when answering the phone • Use proper language and warm, friendly voice tone • Be courteous and pleasant • Be helpful. Tell the customer the action you are going to take. © Operational Excellence Consulting. All rights reserved. 25
  26. 26. Effective Face-to-Face Communication Techniques • Focused attention • Eye contact • Body language • Check your physical appearance • Clear, concise messages • Active listening • Respect cross-cultural preferences • Feedback © Operational Excellence Consulting. All rights reserved. 26
  27. 27. Improving Customer Service Professionalism • Make excellence your goal • Get your basics right • Take your job seriously • Switch off personal problems • Focus on your work • Be willing to learn • Be a team player • Enjoy what you do Source: Pilgrim, Gray. Professionalism Tips. Buzzle.com, 2011. © Operational Excellence Consulting. All rights reserved. 27
  28. 28. Dealing with Difficult Customers • Label the behavior, not the customer • Listen • Don’t get defensive • Don’t take it personally • Find out what the customer wants • Discuss alternatives • Take responsibility for what you CAN do • Agree on action © Operational Excellence Consulting. All rights reserved. 28
  29. 29. Saying “No” Positively Don’t Say Use Instead • “Call back tomorrow.” • “I’ll call you back tomorrow.” • “It’s not ready.” • “It will be ready on _______” • “You should have called © Operational Excellence Consulting. All rights reserved. 29 sooner.” • “I understand why you called.” • “That’s not our fault.” • “Let’s see what we can do.”
  30. 30. 5-Step Recovery Skills 1. ACKNOWLEDGE the situation and the © Operational Excellence Consulting. All rights reserved. 30 discomfort 2. APOLOGIZE for the discomfort 3. ACCEPT responsibility for helping the customer 4. ADJUST to solve the problem 5. ASSURE the problem has been solved
  31. 31. About Operational Excellence Consulting © Operational Excellence Consulting. All rights reserved.
  32. 32. About Operational Excellence Consulting • Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. • The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. • OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information, please visit www.oeconsulting.com.sg © Operational Excellence Consulting. All rights reserved. 32
  33. 33. END OF PARTIAL PREVIEW To download this presentation, please visit us at: www.oeconsulting.com.sg © Operational Excellence Consulting. All rights reserved.
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Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience. In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers. LEARNING OBJECTIVES: 1. To instill in customer service professionals the importance of providing excellent customer service 2. To equip customer service professionals with effective techniques and skills to provide excellent service 3. To manage and handle customer interactions and relationships CONTENTS: 1. Introduction to Customer Service 2. Key Elements of Customer Service 3. Effective Techniques and Skills 4. Dealing with Different Types of Customers This training powerpoint includes exercises for individual and group discussions and role plays.

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