Customer Service Training

What is customer service

What is customer service training

What are the steps involved in customer training

Outline Step 1: First impression matter

Step 2: Courtesy counts

Step 3: Attitude is everything

Step 4: Doing the right thing: Ethical issues

 What is Customer
Service ?

It is process of ensuring customer

satisfaction with a product or
service.
What is customer service training

• Customer service
training is the training and
teaching that employees
undergo to improve
customer support and
satisfaction.
       Steps in
customer
training
                         STEP
1
         FIRST IMPRESSION      
MATTER

1. Appearance matters a lot

when u meet someone for the 
very first time, if it is not so then
you can present an obstacle that
blocks customers from forming
positive impression.
2. In order to attract customers , wearing
the proper type of dress is must and it is
identity also. E.g. Tim Horton's,
MacDonald's.
Continued.....

• 3. Make sure your hair, nails, clothes and

shoes are clean and in good condition and
your image is professional.
Continued.....

4. Body language is more

important than anything
because it conveys your
inner feeling and
emotions. Be positive and
convey positive body
language.
 STEP 2
     

COURTESY
COUNTS

• Basic courtesies are the words

you say and the manners you
display to show consideration,
politeness, and respect
towards others.
  1. Say Please, thank you and You're
Welcome

• These words are an important part of

communication because they convey caring
and respect. So, make this a habit and use
them frequently.
Continued.... 

2. Say Excuse Me and I am Sorry

• When you did not understand or hear

something, use the word " Excuse Me". 
• When we did something wrong or made a
mistake, say "I'm sorry". 
Continued.... 

3. Use Sir and Ma'am 

Using these words shows the sign of respect. But,

be careful how you accentuate these words. The
wrong emphasis can make you sound sarcastic.
The right emphasis can make you sound
respectful, no matter your age, no matter your
customer's age.
Continued....
4. Use yes rather than yeah
"Yes" sound professional, intelligent and
respectful. 
"Yeah" suits best in informal conversation. E.g.
with friends, family etc.
Better yet, get into the habit of saying Yes in
professional life.
 Continued...
5. Say it with Smile

This is an old saying with a timely

meaning. When you smile at someone,
they usually smile back. Whether you
are speaking face to face or by
telephone, your customer will see or
hear your smile in your voice.
 Step3: Attitude is everything
A positive attitude in customer service means happy customers, which in turn means
success for the company. Everyone wants to work and remain associated with a
successful company – the overall work environment would be a lot happier, energized,
and everyone would want to contribute to make it even better. A positive attitude in
customer service would resonate with the whole organization, encouraging a spirit of
cooperation, collaboration, and a constant endeavor to ensure customer satisfaction at
any cost. In addition, there would be better communication and cooperation between
the employees, each team would understand the challenges involved in interacting with
customers and hence would be more likely to provide timely help and support.
Customers remember when they are treated well but may not talk about it. However, if
Step3: Attitude is
they were not treated well they would be very likely to spread the negativity and tell a
everything
number of people of their poor experiences. It makes sense for a company therefore, to
ensure that their employees treat each other and customers with courtesy and kindness.
 • Learning how to believe in yourself will
open up endless possibilities in your life. At
times you may find this difficult to do. The
truth is that we’ve been conditioned
throughout our lives to doubt ourselves. We
must retrain ourselves to get rid of our fears
and self-doubt in order to build self-esteem
and self-confidence.
• Everything you have in your life is a result of
your belief in yourself and the belief that it’s
possible. Here are the four most important
steps to learning how to believe in yourself.
Practice them and you’ll be amazed at the
results:
• Believe it’s possible. Believe that you can do
it regardless of what anyone says or where
you are in life.
• Visualize it. Think about exactly what your
life would look like if you had already
achieved your dream.
• Act as if. Always act in a way that is
Believe in yourself consistent with where you want to go.
• Take action towards your goals. Do not let
fear stop you, nothing happens in life until
you take action.
Keep an open mind;
not a stereotype people
“The eye sees only what the mind is
prepared to comprehend”  
Keeping an open mind is one of the most
difficult things to practice.
It means you are open to everyone and
everything that comes your way, allowing
yourself to embrace different possibilities,
opportunities, people, views, suggestions
and interests.
You need to be unprejudiced, without
stubbornness and flexible at all times.
 Maintain your positive attitude
Maintaining a positive attitude in customer service is about
putting oneself in the customer’s position and viewing the
problem from their eyes. This would make the service staff
feels less threatened and anxious, since they would know
how to deal with different emotions of different customers.
By beginning each interaction with a positive attitude, the
service staff would be in control of their mood, and in turn
positively influence the customer’s attitude and response.
The first part of positive attitude in customer service would
be positive language. This would mean showing the
customer a ready and willing demeanor that would display
the willingness to see every interaction from the customer’s
point of view. It would also mean being proactive towards
the needs of customers, asking the customer what the
company can do for them, rather than telling them what
cannot be done. The idea is to make every experience more
pleasant and efficient for them.
Customers love to stay with companies that provide them
with as many positive messages and experiences as possible.
 The last step of customer
satisfaction deals with ethics.
Being ethical means being honest
and truthful, doing the right
thing, and being accountable for
your actions. When you make
any commitment to be honest
and do the right thing for all your
customers, you will act ethically
and treat every customer fairly.
Customer appreciate fair
treatment, and they have the
group sense to know when they
are not being traded fairly. Acting
ethically means that sometimes
Doing the right thing: you will need to make tough
decisions rather than taking the
ethical issue easy way out.
 Being honest and truthful helps create
trust and build stronger relationships
between companies and
customers. Adapting to the idea of
implementing honesty in your business
organization, within and externally is a
great customer service practice, and you
will witness a more rewarding experience
with your clients in terms of relationship
building, satisfaction and loyalty. Here is
how being truthful to your clients will
lead you towards success:
• IT IS ESSENTIAL TO BUILD
CREDIBILITY AND TRUST
• IT WILL HELP YOU BUILD A
LASTING RELATIONSHIP WITH
CUSTOMERS

Always be honest • RESULTS

SATISFACTION
IN CUSTOMER
 Always be truthful about
your products and services
Besides simply being the right thing to do,
providing exceptional, honest customer service has
benefits: First, it generates trust with your customers,
who will come to expect that you'll be able to solve any
problems they have without any hassle.
And, second, there's the benefit of word of mouth: Word
of mouth of your policies will quickly spread, giving you
invaluable referrals and brand recognition. It will also
improve the morale at your company by
building a business environment your employees can be
proud of
.
Most importantly, honest customer service will improve
your bottom line. An investment in client happiness tends
to generate greater profits by increasing customer
retention and offering customers additional value. 
 Be accountable for your actions

The real difference between being responsible and being irresponsible is

an indication of how effectively we’re managing our lives when the
opportunity to make a good or bad choice presents itself. Accepting
responsibility – both personal and indirect responsibility – is one of the
most important factors in defining a person’s true character. When that
responsible moment comes, what you do – or don’t do – is an indication
of the type of person you really are.
Failing to accept personal responsibility may work to your advantage on
occasion or in the short term. For example, you might get away with
keeping your mouth shut about something that you’ve done, or even
blaming someone else for your misdeeds. You might not face
consequences for your wrong actions...at the time. However – make no
mistake about this – eventually this poor choice will catch up with you
and, it’ll typically cause more pain for you down the road than if you’d
stepped up to the situation, took responsibility for it and honestly said, “I
did it”.