CUSTOMER SERVICE TRAINING

WELCOME
 INTRODUCTION

Ice Breaker
Participants must pair with the person next to them and will have 30
seconds to introduce themselves to each other, giving their Name,
Department, Job Position and one adjective that starts with the first letter of
their name that best describes them.
Summary
• Why are you here?
• How would the training be delivered?
– Group activities
– Presentations /(Lectures)
– Group Discussions
– Role Plays
– Videos
• Learning Outcomes
– Understanding your role as a Public Servant during an encounter with internal and
external customers
– Managing the encounter when dealing with internal and external customers to ensure a
rewarding experience
– The impact of Customer Service on the image of the Organisation
WHAT IS CUSTOMER SERVICE?
 ANSWER
• The short version is making sure the customer is “happy”.

• An act of taking care of the customer's needs by providing and delivering

professional, helpful, high quality service and assistance before, during, and after
the customer's requirements are met.

• Helping customers efficiently, in a friendly manner. It's essential to be able to

handle issues for customers and to do your best to ensure they are satisfied.

• Finally, a good representation of the Ministry of Works and Transport, being

courteous and pleasant to both internal and external customers, listening to their
concerns and requests and providing solutions in a clear, efficient and professional
manner.  
 VIDEO PRESENTATION:
• https://youtu.be/bTbHwnxCGaI

Group Discussion (Based on the video)

1)What was done right?
2)What was done wrong?
3)What could have been done differently
to enhance the customer’s experience?
“Creating a lasting Customer Experience by going the
extra mile”- A video Presentation by James Lloyd

https://youtu.be/C_VOMikVwJA
WHAT IS PROFESSIONAL
ETIQUETTE?
 PROFESSIONAL ETIQUETTE
What is Professional Etiquette?
• Professional etiquette is an unwritten code of conduct regarding the interactions
among the members in a business setting. When proper professional etiquette is used,
all involved are able to feel more comfortable, and things tend to flow more smoothly.

• In professional situations, displaying proper etiquette can improve the image of the
Ministry of Works and Transport. Likewise, failing to use the correct etiquette may result in
disgruntled and unsatisfied customers.

Workplace Etiquette:
• Rules dealing with your behavior at the office.

• Culture and expectations differ from company to company. Figure out what's
acceptable and what's not by;

 Reading your company handbook

 Sticking by the standard rules (refer to Organisation’s policies, manuals, etc.)
 PROFESSIONAL ETIQUETTE
What is Professionalism?
• Being professional means contributing to a Pleasant, Productive, and Inclusive
Work Environment.

• Professionalism includes a range of behaviors; here are some of the most

standard:

1. Keeping your word: When you make a commitment, keep it. If you know
that it will be impossible, give the other person as much notice as possible.

2. Being Punctual: Show up on time or early.

3. Remaining Calm: Even in heated situations, do your best to stay cool.
 PROFESSIONAL ETIQUETTE

4. Being Flexible: Sometimes you'll have to stay late, show up early, change plans,
move meetings, and more to make things work. (Unless this is happening all the
time, try your best to accommodate these changes).

5. Using Diplomacy: There will be people you don't like e.g. prospects, coworkers, or
both. (Be kind and amiable anyway).

6. Accepting Constructive Criticism: Throughout your career, others will offer

feedback. If you're closed off to it, you'll not only harm your professional
relationships, you'll also lose valuable opportunities to improve.
 PROFESSIONAL ETIQUETTE
Communication Etiquette

• Communication is an important part of workplace etiquette.

• It’s sometimes not what you say, but how you say it that counts (so be mindful of how
you communicate with your colleagues in meetings and one-on-one conversations). 

The Following are Categories of Communication Etiquette :

Phone Etiquette
 Don't speak too loudly or too softly. If you're worried about your volume, ask,
I. "How am I coming across?
II. Do you need me to talk more or less quietly?"
 Never use your cell phone or personal handheld devices while you're with a customer.
 If you're on a conference call and you're not speaking, mute yourself so the others
aren't distracted by the outside noise.
 PROFESSIONAL ETIQUETTE
Email Etiquette
 Aim to answer internal emails within one day and external emails within three days
(depending on the urgency of the response).
 Avoid overusing exclamation marks and smiley faces.
 Default to "Reply" over "Reply All."
 Check with each party before you make an introduction.

In-Person (Face to Face) Etiquette

 Make eye contact and smile.
 Greet and welcome each other.
 Treat everyone with the same respect.
 Display appropriate body language.
 Put yourself in the Reply in a humane way when you have to explain rules and procedures.
 Never say you don’t know.
 Find a pleasant form of words to say no
LUNCH BREAK
 BARRIERS TO GOOD CUSTOMER
SERVICE/PERCEPTUAL DISTORTIONS
• Stereotyping

• Predisposition

• Projection

• Prejudice

• Halo Effect

• Selective Attention
PROVIDING GOOD CUSTOMER SERVICE
Barriers to good Customer Service/Perceptual Distortions
• Stereotyping- A generalization, usually exaggerated or oversimplified and
often offensive used to describe or distinguish a group
• Predisposition- a liability or tendency to suffer from a particular condition,
hold a particular attitude, or act in a particular way
• Projection- This is a form of defense in which unwanted feelings are
displaced onto another person
• Prejudice- A preconceived opinion that is not based on reason or actual
experience
• Halo Effect- A transfer of goodwill or positive feelings about one
characteristics of a product or person to another, possibly unrelated
• Selective Attention- The process by which a person can pick out one
message from a mixture of messages occurring simultaneously
ANGRY CUSTOMER SCENARIOS
 TREATING WITH AN ANGRY
CUSTOMER:

Apologize for the

inconvenience
Kill them with diplomacy
Answer without emotion
Ask to be part of the
solution
Show empathy
Thank the customer for
the feedback given
 CONCLUSION
Group Activity

Each Group to write and perform one verse and chorus related to
customer service to be sung to any of the following Soca melodies;

 Party Start by Swappi

 Family by Machel, Bunji and Skinny Fabulous
 Long Time by Nadia Batson
 Hooking Meh by Farmer Nappie
Thank You
 References
• https://www.thebalancecareers.com/interview-questions-about-customer-servi
ce
• https://www.careereducation.columbia.edu/resources/5-workplace-etiquette-ti
ps-every-professional-should-know
• https://blog.hubspot.com/sales/types-business-etiquette#4
• Train the Trainer “Service Begins with Me” By: Dr. Roland Baptiste