CreatingC.A.R.E.

A Rewarding Experience
Objectives
• Increase knowledge on customer
service;
• Recognize that internal customers
are as critical as external customers
and the impact they both create for
the business;
• Focus on coping with challenging
customers; and
• Develop skills to communicate more
effectively with the customers.
EMPHASIS
What for me is

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! “
 Literally, in everything we do,
every concept perceived, every
technology developed and associate
employed, is directed with this one
objective clearly in mind – pleasing
the customer.”
FIVE NEEDS OF EVERY

CUSTOMER 1. Service

2. Price

3. Quality

4. Appreciation

5. Action
Three Fundamental Elements
of CUSTOMER SERVICE
• Expand your idea of service,
• Consider or reconsider who your customers
are, and
• Develop customer friendly service techniques
and systems.
SEVEN SINS OF
CUSTOMER SERVICE
1. Apathy
2. Brush-Off
3. Coldness
4. Robotism
5. Runaround
6. Condescension
7. Rule Book
Types of
CUSTOMERS
The Laid Back
• Be patient
• Ask questions
• Develop rapport
The Commentator

• Give direct answers

• Ask why and how
• Don’t oppose directly
The Cost Conscious

• Explain relative costs

• Emphasize quality of
the product
The Sociable

• Maintain a business-
like relationship
• Express appreciation
The Badger

• Listen carefully
• Be prepared
• Be silent when
intimidated
The Arrogant

• Keep customer talking

• Give compliments
• Smile as you speak
The Emotionally-laden

• Maintain professional
distance
• Always be polite and
courteous
The Father Figure
• Listen attentively
• Asked open-ended questions
• Provide quickest action and reply
• Give compliment
Champion Debater
• Remain calm
• Maintain a modulated
voice
• Focus on your goal
 Let’s do it!
• Form a group with at least 5 members
• Prepare a skit and present it well.
• Consider the tips on how to handle
different types of customers.
• Each skit should be course specific.
Professional Qualities
in CUSTOMER SERVICE
• Friendliness
• Empathy
• Fairness
• Control
• Alternatives
• Information
 POLITE AND FRIENDLY
RESPONSES
WRONG APPROACH POLITE AND FRIENDLY ALTERNATIVE
“I don’t know.” “I’ll find out.”
“No.” “What I can do is...”
“That’s not my job.” “Let me find the right person who can
help you with...”
“You’re right – this is bad.” “I understand your frustrations.”
“That’s not my fault.” “Let me see what we can do about this.”
“You need to talk to my manager.” “I can help you.”
“Calm down” “I’m sorry.”
“I’m busy right now.” “I’ll be with you in just a moment.”
“You want it by when?” “I’ll try my best.”
“Call me back.” “I will call you back. What is your
telephone number?”
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 it to 10-
12 people on the average.
• When customers receive poor service they tell it 20
people on the average.
• 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 the company.
 There is only one BOSS,
the CUSTOMER.
He can fire anybody from the Chairman and
down. Simply, by spending his money
elsewhere.
 Thank you for listening

and take C.A.R.E.

everyone!