MODULE 9 : CUSTOMER SERVICE

Subject Code: OAC6

Subject Title: Personal and Professional Development

I. MODULE TITLE: CUSTOMER SERVICE

II. MODULE DESCRIPTION:

Personal and Professional Development starts with a basic introduction of personality. It then goes on to
look at personality psychology, and the main influences on personality development. You will also delve into looking
at basic personality traits, including values and beliefs. You will learn about your own personality and how you can
use that information in career choices and to make changes. You will also learn about some personality disorders
and how to put all the information together to use it to your personal or career advantage.

This deals with holistic approach to personality development. It aims to develop self-confidence and enhance
self- esteem by providing students with techniques to achieve personal success through self- motivation,
assertiveness and projecting professionalism. It prepares students to deal with people at different levels by
adjusting to situations and circumstances in a corporate environment. It emphasizes business etiquette and the
Code of Ethics of Professionals

III. EXPECTED OUTCOME/ OBJECTIVES: At the end of this module, you are expected to:

1. Define what customer service is.

2. Explain why customer service is important
IV. LESSON

CUSTOMER MANAGEMENT
A customer is....

The most important person to come into my organization

****

Whether in person, on the phone or by e-mail or mail

****

Someone with whom I will learn patience, although he is not

always patient with me

***

Someone who is sometimes a challenge

I embrace the challenge and I am glad
When I turn a frown into a smile

A Customer Could Be Upset Because...

She has expectations that have not been met.

He was already upset at someone or something else (his boss, his spouse,
his kids, a co-worker, other business).
She's tired, stressed, or frustrated.
He feels like a victim-not much power in his life in general.
She feels that no one will listen to her unless she yells and makes a
ruckus.
He will use any excuse to prove he is right, whether he is or not.
She walks around with a chip on her shoulder-nothing is right in her life.
You or someone in your organization promised him something that was not delivered
You or someone in your organization was indifferent, rude, or
discourteous to her.
- He was told one thing by one staff member and something else by another.
- She acted on something told her by a staff member and it was wrong.
- He feels you or someone else in your organization had an unpleasant attitude toward him.
- She doesn't feel she was listened to.
- Prejudices-he may not like your hair, clothes, makeup, etc.
- She feels she can manipulate you to get what she wants if she makes a lot of noise.
- He's suspicious of your organization and thinks your organization or you are dishonest.
- She made a wrong assumption about what your organization would do for her.
- He was told he has no right to be angry.
- She was given a smart or flip reply.
- He is embarrassed at doing something incorrectly.
- Her integrity or honesty has been questioned.
- You or someone in your organization argued with him.
- You don't have enough job training to handle their situation quickly and accurately.
 Republic of the Philippines
Commission on Higher Education
OAS COMMUNITY COLLEGE
Oas, Albay

- Upset people have little patience. Annoyances that a

person usually tolerates become intolerable when
that individual is upset. You can't control another
person's behavior. But you can change your behavior
to avoid causing annoyance.

UPSET CUSTOMERS DO NOT COME BACK

• 20% caused by employee actions

• 40% is caused by corporate products
• 40% are caused by customer mistakes or
incorrect expectations

16 TIPS ON CALMING UPSET CUSTOMERS

1. Don't take upset customers' ravings personally. Don't get emotionally hooked.
2. Make it a game or challenge to see how many upset customers you can turn around. See if
you can get him to be reasonable.
3. Look for the "gifts" upset customers offer you. These gifts are what they can teach you
about dealing with ugly human behaviour.
4. Understand that obnoxious customers are often embarrassed because they made a mistake
and want to blame it on you.
5. . Respond by being reasonable, firm, pleasant, mature, and professional to show them
that you're going to do what you think is right no matter how obnoxious they get.
6. Don't give away the store to shut her up.
7. Remind yourself that this abusive person must really have problems if this is how he
treats others. He doesn't respect himself so he doesn't show respect for others
8. Listen fully--don't interrupt. If you do, it will escalate her anger. Take notes; looking up
often to maintain eye contact.
9. Have a respectful tone, even though you don't respect his behaviour. Have a calm
but concerned voice tone.
10. Remove the upset customer from the main customer area, if possible.
11.Let him cool off when on the phone by saying that you need to research the situation
and possible solutions, and ask if you may call him back. Then do so at the appointed
time. He probably will have calmed down by the time you call him back.

12.Talk about what you can do, not what you can't do. Put it positively. Don't talk
about the "policy." This will anger her more.
13. Use the "broken record" technique, firmly, yet politely, repeating what you can do for him.
14. Ignore her impoliteness and cursing.
15. An important concept to remember is that you won't please all people. You should do
the best you can
16. Upset customers can be unnerving. But with the right attitude and techniques, many of

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 Republic of the Philippines
Commission on Higher Education
OAS COMMUNITY COLLEGE
Oas, Albay

these people can be turned into satisfied, loyal customers. It's not always easy, but it's worth
it.

References
 https://prezi.com/0evb9e2wpcd3/basic-wardrobe/
 Personality: For Today’s Young Professional by Amparo E. Santos Ed.D
 https://www.scribd.com/doc/31582163/The-Basic-Wardrobe
 file:///C:/Users/Mah%20Riya/Documents/occ%20files/professional-wardrobe-nbsp-.pdf
 https://www.classycareergirl.com/2017/02/4-ways-wardrobe-choices-can-impact-care

POST TEST:

Essay:

1. Define what customer service is.

2. Explain why customer service is important

KEY TO CORRECTION

Answer may vary from students ideas

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 Republic of the Philippines
Commission on Higher Education
OAS COMMUNITY COLLEGE
Oas, Albay

Prepared by:

_______________

MARY R. GAMBOA
Instructor

Noted:

______________________

GEMMA G. ESPINEDA, MBA

Prog. Head, BSOA Dept.

Recommending Approval:

___________________________

RICHARD R. BERMUNDO, MAEng. Ed

Director for Administration

Approved: ______________________

EMERITA R. RELLEVE, Ph. D.

College Administrator

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