Basics of Customer

Service
Arya Residences - ArthaLand Century Pacific Tower
Objectives:
● To establish a good quality customer service and professional
relationship with our guests/tenants.

● To improve one’s self-esteem and value when presented to other

people.

● To be able to reflect the principles and values that the company

and property upholds.
Customer Service Accomplishment 2

● Customer service is the process of ● Customer service can take different

ensuring customer satisfaction with forms:
a product or service. - Personal interaction
● It answers, “What am I looking for or - Phone call
expecting from this person?” or
“What is the level of service am I
expecting?”
Grooming
● Wear your uniform properly and
with confidence
● Uniforms must be properly cleaned
and well maintained
● Shoes must be clean and polished
● Hair must be away from your face
and properly groomed
● Keep in mind your hygiene
● WEAR A SMILE
 Posture
● No slouching
● Do not stand using only one leg
● Keep your chin up
● No crossing of arms/legs
● If possible, keep your hands at your
back for good posture
● Do not keep your hands inside your
pockets

NOTE: This is to present your authority while being

welcoming at the same time.
Greeting our visitors:

● “Good morning/afternoon/evening, ●Take initiative to remember your

Ma’am/Sir. Welcome to ArthaLand residents
Century Pacific Tower! ”

●Call them by their last names when a

● “Thank you, Ma’am/Sir! Have a nice professional relationship has already been
day!” established
Handling our visitors
Additional spills:
● “How may I help you?”
● “Kindly proceed to the building
Concierge. Thank you!”
● “You’re welcome, Ma’am/Sir”
● Confirm if they are in the correct
property.
Tips:
● Know your product (property)
● Always be mindful of your
surroundings
● Be familiar of the establishments
within your area/property
● Ask for help if you do not know the
answer
Telephone Skills
Answering the call: Taking a message:
●Answer within 3 rings ●Get the necessary details:

○Name of caller
●“Good morning/afternoon/evening, Arya
○Company name
Residences! How may I help you?”
○Date/Time of call
○Message/Request/Concern
●“Good morning/afternoon/evening,
________ (Area/Designation). How may I ●Don’t forget to repeat and confirm the
help you?” message and details
Receiving Requests
● Listen carefully to your guest’s
request
● Gather all necessary information
needed
● Relay the request to its respective
department
● Follow it up with the guest and ask if
he/she has no other concerns
Handling Complaints
● Show empathy

● Listen patiently to their concern Risk 2

● Apologize for the incident

● Make sure to relay the concern to its

respective department

● Reassure the guest

● Follow it up if it has already been

resolved
How do you handle angry
guests/customers?
How to deal with angry guests/customers:

● Remain calm
● Don’t take things personally
● Use your best listening skills
● Actively sympathize
● Apologize gracefully
● Find a solution
● Take a few minutes on your own
Customer Service Do’s and Don’ts
DO’s
● Greet and smile at the person ● Do take initiative
approaching you ● Do have a sense of urgency

● Take time to remember your guests ● Do make an effort to go an extra

mile
● Use positive language
● Do make the residents feel
● ALWAYS wear a smile
important and appreciated
● Do make eye contact
● Do focus on the person who is right
in front of you
DON’Ts
● Don’t use the words “No” and “I don’t
know”
● Do not make the resident wait for too long
● Do not disrespect the resident or any
employee in you workspace
● Do not look like you do not care about our
residents
 REMEMBER!
● Patience is a virtue
● Delighting our customers should be our top
priority
● Practice makes perfect
● Maintain professionalism
● “CUSTOMER SERVICE IS BEING THE BEST
VERSION YOU CAN BE”