BASIC CUSTOMER

SERVICE
“The reason for success”
 INTRODUCTION

• Name
• Expertise and experience
• Job title
• A little something about you that would interest
your colleagues
• Your expectations of this training
 HOUSE RULES
No Cellphones
Be Punctual
Breaks and Lunch
Participation
References
Activities and Events
Evaluation
 OUTLINE
Session 1 – PROFESSIONALISM

Session 2 – CUSTOMER SERVICE

Session 3 – CUSTOMER SERVICE QUALITY

Session 4 – COMMUNICATION SKILLS

Session 5 – CUSTOMER RELATIONSHIP MANAGEMENT

 Session One

PROFESSIONALISM
 LEARNING OBJECTIVES
At the end of this module, participants will be able to: -
• Define who a professional is;
• Describe the qualities of professional;
• Identify acceptable and non-acceptable practices in the
workplace professional context.
• Practice professionalism at the work place.
 Profession

Professionalism Professional

Professional
Look
EVALUATE YOUR ORGANIZATION’S
CUSTOMER SERVICE
 CUSTOMER SERVICE

SHARE YOUR GOOD OR BAD

EXPERIENCE AS A CUSTOMER
 PROFESSIONALISM
PROFESSION

• A profession is a job at which someone works and for

which they have had training

Eg. Frontline customer handling

 PROFESSIONALISM
PROFESSIONAL
• Definition - the term professional can be defined in two
ways.
– The first is for the category of Individuals whose job require
specialized knowledge like Lawyers, Medical Doctors,
Accountants, Laboratory Technicians, Engineers, Nurses,
Architects, Athletes, Boxers, etc… are called professionals
according to their areas of specialization.
 PROFESSIONALISM
PROFESSIONAL
– The second category of definition describes professionals those
individuals (both with specialized and non-specialized knowledge)
who carry out their job in standardized manner; those who run their
daily workplace activities as per given rules and regulations; those
who maintain positive attitude towards their job and people in their
workplace; those who are reliable and care about every aspect of
their job; those who are effective and productive in their work place;
those who respect themselves and others; those who mind their
appearance and grooming according to their workplace requirement.
 PROFESSIONALISM
PROFESSIONAL LOOK
• Grooming is just as important to a professional appearance
as the clothing you select.
• This means regularly washing and styling your hair, using
personal hygiene products, keeping clean, well-manicured
nails, and for men, shaving every day. Women should use a
light hand with makeup and perfume.
 PROFESSIONAL LOOK

PERSONAL APPEARANCE & GROOMING DONT’S

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 PROFESSIONAL LOOK

PERSONAL APPEARANCE & GROOMING DONT’S

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 PROFESSIONALISM
PROFESSIONALISM
• Professionalism is the conduct, behavior and attitude of
someone in a work or business environment.
• A person doesn't have to work in a specific profession to
demonstrate the important qualities and characteristics of a
professional.
 PROFESSIONALISM

HAVING A POSITIVE ATTITUDE

• Feeling good about oneself
gives us more self-confidence
• Warm
• Friendliness,
• Honesty,
• Patience
• Positive interaction

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 PROFESSIONALISM

HAVING A POSITIVE ATTITUDE

• Feel good about yourself, it will give you more
self confidence

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 PROFESSIONALISM
HAVING A POSITIVE ATTITUDE
• Be Warm

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 PROFESSIONALISM
HAVING A POSITIVE ATTITUDE
• Be friendly

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 PROFESSIONALISM
HAVING A POSITIVE ATTITUDE
• Be honest

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 PROFESSIONALISM
HAVING A POSITIVE ATTITUDE
• Be patient

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 PROFESSIONALISM
HAVING A POSITIVE ATTITUDE
• Have a positive interaction

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 PROFESSIONALISM

OTHER EXAMPLES OF PROFESSIONAL BEHAVIOR

INCLUDE:
– Showing compassion for others;
– Responding appropriately to the emotional response of patients and
family members;
– Demonstrating respect for others;
– Self motivation
– Demonstrating A calm, compassionate, and helpful
– Being supportive,
– Teamwork and diplomacy
 PROFESSIONALISM
MAINTAINING A POSITIVE ATTITUDE
• Encourages good personality
• Enables oneself to understand customer’s
problem
• Enables oneself to deal with different customers
• Makes you feel less threatened and anxious
• Positively influence customer’s attitude &
response
• Ensures excellence in service

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 PROFESSIONALISM
• Customers appreciate a customer service or a sales
representative who will see their problem through to its
resolution.

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 PROFESSIONALISM
• Have a good time management skills not to spend too
much time handling one customer while others are
waiting.
• Stay focused on your goals to achieve the right balance.

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 PROFESSIONALISM
• Admit your mistakes, even if you discover them before
your customers do. This builds trust and restores
confidence.

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 PROFESSIONALISM

CLEAR COMMUNICATION
• Ensure you convey to
customers exactly what you
mean.
• Use authentically ( truly )
positive language,
• Stay cheerful no matter what
and never end a conversation
without confirming the
customer is satisfied.

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 PROFESSIONALISM

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 PROFESSIONALISM

EMPATHY, PATIENCE AND CONSISTENCY

• Some customers will be irritated.
Others will be full of questions.
And others will just be chatty
(talkative, friendly etc.)
• You must know how to handle all
of them and provide the same
level of service every time.

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 PROFESSIONALISM
ADAPTABILITY 
• Handle surprises and adapt accordingly.
• Learn to sense the customer’s mood.

CUSTOMER IS ALWAYS RIGHT !!!!

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 PROFESSIONALISM
PRODUCT KNOWLEDGE AND QUALITY OF WORK
• Knowing our job’s functions
• Skills acquired to do our jobs
• Knowing our company’s standards, procedures & policies
• Knowledge of the service your company provides
• Knowledge of office features, functions and uses
• Understanding and delivering expected level of performance
KNOWLEDGE
• Stay informed enough to respond to most inquiries and know where to
turn if the questions become too detailed or technical for you to answer.

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 PROFESSIONALISM

?
06/10/2022 34
 IN CONCLUSION
Feel good about yourself

Practice a habit of courtesy

Use positive communication

Listen and Ask questions

Perform Professionally
 PROFESSIONALISM

IN CONCUSION

A high level
of professionalism is
expected from staff to
create a good first
impression!

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ANY QUESTIONS?
 Session Two

SERVICE AND
CUSTOMER SERVICE
 LEARNING OBJECTIVES
• Define Customer, Service & Customer Services;
• Describe importance or customers to existence of
organizations;
• Identify types of customers;
• Understand the impact of internal customers to
organizations’ performance;
• Identify nature of service and how customers perceive it;
• Describe service standard
 ?
WHAT IS CUSTOMER?
WHO IS A CUSTOMER?

• Everyone is a customer

• Everybody has a
customer
 WHAT IS CUSTOMER?
CUSTOMER
• Seeks to receive some sort of service from another person
or from an organization
• Reason for the existence of your organization
• Does a favor to your organization by offering a need to the
service
 BASIC CUSTOMER SERVICE
WHAT IS CUSTOMER?

NOT IS

An interruption of work Is the purpose of it

Outsider in our business Is a part of our business

Doing him/her a favor by serving him/her Is doing us a favor by giving us an

opportunity to provide service

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 WHAT DO CUSTOMERS MEAN TO THE
ORGANIZATION/IMPORTANCE OF CUSTOMER?
 WHAT DO CUSTOMERS MEAN
TO THE COMPANY
• Deserve courteous and attentive treatment
• Have choices
• Does not interrupt your work but is the purpose
of it
• Is the livelihood and the lifeblood of an
organization
TYPES OF CUSTOMERS

Internal External
Customers Customers
 INTERNAL CUSTOMERS
• Relies on your support, input and assistance to do the job well
• Departments, Units, Sections working as one to achieve the
same objectives
 ?
WHY ARE INTERNAL CUSTOMERS
IMPORTANT?
 IMPORTANCE OF INTERNAL
CUSTOMERS

• Improves internal communication

• Enhances job satisfaction and commitment

• Improves working environment

• Deliver quality service to the end user

 IMPACT OF INTERNAL CUSTOMERS

• Poorly treated employees, treat external customers the

same way
• You can’t give better service to your customers than
you do to those you work with!!!
 EXTERNAL CUSTOMERS

• Are outside of the company

• Are the sources of revenue

• Without them, the company won’t be in the business
• Are people who buys your product and services
 ?
WHAT IS SERVICE?
 WHAT IS SERVICE?

• Set of activities that have the features of meeting expectations

• Is the interaction between the service provider and the recipient

• The feeling that a service recipient has with a service provider

• Range of intangible offerings

 WHAT IS SERVICE?
EXAMPLE
• Parking lot for customers, polite reception service, courteous
communication, attentive and helpful approach, fast payment
service, short waiting time queue processes, etc.
 THE NATURE OF SERVICE
• INTANGIBLES can not be seen
• PERISHABLES are neither stored or inventoried
• INSEPARABLE are simultaneously produced & consumed
• VARIABLE is subjective as a result of human involvement
 PERCEPTIONS OF SERVICE
BASIC CONCEPT OF SERVICE
• At any point in the interaction with a customer, customer has
an opportunity

To gain or form an impression of the service provider

NOTE This is called the Moment of Truth

 PERCEPTIONS OF SERVICE
The Moment of Truth determines whether a customer:

• Becomes a customer
• Remains a customer
• Brings new customers
 PERCEPTIONS OF SERVICE

“Service, like beauty, is in the eyes of

the beholder”
PERCEPTIONS OF SERVICE

Customers define service!

 PERCEPTIONS OF SERVICE

“Service is what the customers say it is”

 PERCEPTIONS OF SERVICE
Service can be seen differently:

• By different people in the same cultural group

• By people from different social, cultural and geographic
background
• By the same person at different times and in different moods
• By people with different levels of knowledge and experience
 PERCEPTIONS OF SERVICE
SERVICE STANDARDS

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 IS THERE ANY DIFFERENCE
BETWEEN SERVICE AND
CUSTOMER SERVICE?

IF THERE IS A DIFFERENCE BETWEEN THEM,

THEN WHAT IS THE DIFFERENCE?
 PERCEPTIONS OF SERVICE
WHAT IS CUSTOMER SERVICE?

• Spectrum of activities designed to enhance customer

expectation and enjoyment of product benefits.

• Building customer focused organization & employees

• Fulfilling all customer needs

• Going extra mile to delight customers

• Trying to exceed and not just meet expectations

 PERCEPTIONS OF SERVICE
WHAT IS CUSTOMER SERVICE?

• Providing customers with what they want

• Offering consistent levels of service

• Customer enjoys his/her experience and likes your services

• Customer will buy your product or use your services again

• Friendly, polite, courteous and helpful service throughout the service encounters
 CUSTOMER SERVICE
CUSTOMERS EXPECTATION

Performance > Expectation

Performance = Expectation

Performance < Expectation

 CUSTOMER SERVICE
BENEFITS OF CUSTOMER SERVICE – FOR THE CUSTOMER

• It provides a psychological or emotional benefit.

• Customers feel confident that their needs have been responded
to.
 CUSTOMER SERVICE
BENEFITS OF CUSTOMER SERVICE – FOR THE STAFF

• Positive feedback from the customer.

• Respect, sense of recognition, achievement, promotions
 CUSTOMER SERVICE
BENEFITS OF CUSTOMER SERVICE – FOR THE COMPANY

• Survival, growth and Financial prosperity of your company.

• Shift of customers from other competing or rival companies to
your company.
 WHY SHOULD COMPANIES BOTHER ABOUT
CUSTOMER SERVICE ISSUES?
ISN’T THIS THE PROBLEM OF MARKETING OR
MANAGEMENT?
 CUSTOMER SERVICE

Customer Service Is The Business Of

Everyone In The Company.
 CUSTOMER SERVICE

NO
EXCEPTIONAL THE COMPANY IT LOOSES
CUSTOMER CAN’T COMPETE CUSTOMERS
SERVICE

IT WILL HAVE NO IT CANNOT

SOURCE OF SURVIVE THE
INCOME MARKET
TYPES OF CUSTOMER SERVICE
PROACTIVE
PASSIVE CUSTOMER AVERAGE CUSTOMER
CUSTOMER
SERVICE SERVICE
SERVICE
• Starts after receiving • Offers what customers • Service exceeds
customer complaint expect expectations

• Moves on solving the • Whereby disappointments • makes buying a

complaints are likely pleasant experience

•Usually is a one time • delivers service

activity more efficiently

• Basically, wait till the • increases

complaints come again customer retention

• Unresponsive • Lesser complaints

 IS YOUR ORGANIZATION,
AT REACTIVE, AVERAGE OR PROACTIVE
CUSTOMER SERVICE STAGE?
TOOLS FOR PROACTIVE CUSTOMER SERVICE

• Be friendly
• Be confident
• Build a rapport
• Ask “smiling” questions
• Assure them again that you can help f.
Ask intelligent follow up questions
“ If you can’t please your customer, you don’t
deserve new ones.”
- Scott Cook, founder, Intuit
CUSTOMER SERVICE EXPECTATION FROM
ICL

SAFETY
• Care
• Compassionate diagnostic laboratory services
QUALITY
• Exceeding customers expectation
• Needs to be treated well
COST
• Basic Wellness check
• Admitted patients
• Diabetic Patients
• Covid-19 Tests
FINDINGS OF CUSTOMER SERVICE SURVEY

• 2% increase in customer retention is the same as cutting costs by

10%

• It costs 5-6 times more to attract a new customer than to keep an

existing one

• Companies can boost profits from 25-125% by retaining merely 5% of

more existing customers.

• There are 26 other unhappy customers who say nothing and of those
26, 24 will not come back for every unhappy customer who complains
 IN CONCLUSION

Excellent service to everyone

&
Customers are our job!
 IN CONCLUSION
Feel good about yourself

Practice a habit of courtesy

Use positive communication

Listen and Ask questions

Perform Professionally
ANY QUESTIONS?
 Session Three

CUSTOMER SERVICE
QUALITY DIMENSION
 LEARNING OBJECTIVES

• Definition Of Quality Services

• Characteristics Of Service Quality

• The Five Service Quality Dimensions

 QUALITY SERVICE
• Quality service does not simply come from a friendly transaction
or helpful technology – it is the result of truly understanding your
customer’s intellectual and emotional expectations and putting the
right guidelines and service standards in place to exceed them.

• When an organizational framework properly unties its’ people,

place and process by putting the customer at its core, exceptional
service becomes possible across customer touch points.
 CHARACTERISTICS OF QUALITY SERVICE

• Service quality is more difficult to measure objectively

than product quality as service characteristics include
intangibility, heterogeneity, and inseparability of
production and consumption of services.

• These characteristics make service quality an abstract

and elusive product.
 CHARACTERISTICS OF QUALITY SERVICE
1. RELIABILITY
Ex. Result collection per the promise time & date
2. ASSURANCE
Ex. Product knowledge, courtesy to answer questions, etc.
3. RESPONSIVENESS
Ex. Willingness to help customers and provide prompt service
4. EMPATHY
Ex. Acknowledging the customers feelings
5. TANGIBLES
Ex. Office set-up, machines, employees, equipment, etc.
 QUALITIES OF A CUSTOMER SERVICE
PROFESSIONAL

HOW DO YOU
IS FIRST
WHAT IS FIRST CREATE A GOOD
IMPRESSION
IMPRESSION? FIRST
IMPORTANT?
IMPRESSION?
 THE SERVICE MENTALITY
EMPATHY
• Having the capacity for
understanding, being aware
of and being sensitive to the
feelings, thoughts and
experiences of a customer
 THE SERVICE MENTALITY

ENTHUSIASM
Bringing an observable high
level of energy or interest to a
situation
 THE SERVICE MENTALITY

OWNERSHIP
• Processing the commitment
to solve a problem or steering
it to someone who is
responsible
 THE SERVICE MENTALITY

RESPONSIBILITY
• Living up to previously agreed
upon responsibilities
 THE SERVICE MENTALITY

ADAPTABILITY
• Having the flexibility to
effectively deal with
different types of
customers and situations
 THE SERVICE MENTALITY
BALANCE
• Having the capacity to
successfully satisfy the
customer while considering
the resources and needs of
your organization
 THE SERVICE MENTALITY

RESILIENCE
• Having the ability to bounce
back from adversity
 A WINNING ATTITUDE
• Attitude is our opinions, beliefs, and feelings about
aspects of your environment.
• It is a predisposition towards yourself, colleagues,
customers, your boss, family and friends, work, life, etc..
• They are often the result of experience or upbringing, and
they can have a powerful influence over behavior

NOTE While attitude is enduring, it can also change.

 A WINNING ATTITUDE
• The way we feel about ourselves strongly affects how we
deal with others.
• An uncaring attitude influences the quality of the care we
provide. We need to feel good about ourselves in order to
adequately utilize caring communication.
• Changing attitude for the better does not happen
automatically.
 A WINNING ATTITUDE

Take Recognize
ownership that others
of what we rarely cause
do our problem
By understanding and remembering that,
We can deal with other people in a more
caring manner.
 A WINNING ATTITUDE

To successfully deal with others, we

must first successfully deal with
ourselves!
 SERVICE STARS DAILY HABITS
Acknowledge the
customer’s Greeting Manner The use of names
presence

Focus on the
Posture Eye Contact
customer

Treat Customer Establishing

 DAILY HABITS
POSTURE
• Maintain an open posture during interactions
 DAILY HABITS

EYE CONTACT
• Maintain continuous eye
contact with the customer
 DAILY HABITS

TREAT THE CUSTOMER WELL BY:

• Being willing to assist (both in actions & words),
• Behaving in a friendly manner (showing your existence to help)
• Being enthusiastic
• Having good manners
• Respecting the customer (i.e. refrain from violation)
 DAILY HABITS

THE TIME FACTOR

• Avoid making feel the customer that you have no time to devote to
him/her.
• It is important to give your customer the feeling that what ever
he/she requires is worthy of your time.
 DAILY HABITS
ESTABLISHING RAPPORT INCLUDES:

• Personal Presentation
• Self-Presentation
• First Impression
• Physical Needs
• Information Needs
 DAILY HABITS
PERSONAL PRESENTATION
• This has to do with the “look” one projects at the first instance of
encounter
• The term “look” incorporates hairstyle, type of dress, the amount
and type of jewelry worn, make-up
• It in fact is about anything that decorates a person’s physical
appearance
 DAILY HABITS
PERSONAL PRESENTATION
• Uniforms convey a lot of information

• Uniforms indicate organizational identity

• Thus, uniform must be clean, neat , pressed and in good repair

• Keep the use of make-ups, fragrance and jewelers in moderation

 DAILY HABITS
PHYSICAL NEEDS
 TEAM

WHAT IS TEAM?
Together
• A group of individuals, working
together for a common
purpose (Internal Customer)
Everyone
Achieves
More
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 TEAM
WHAT IS TEAM WORK?
• A group of individuals, working together for a common
purpose (Internal Customer)
• The sum of the efforts (collective performance) undertaken
by each team member for the achievement of the team’s goal
• The backbone of any team
• Every member in a team has to perform and contribute in his
best possible way to achieve a common predefined goal

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 TEAM PLAYERS

• Offer each other encouragement

• Support each other
• Learn from each other
• Identify areas for improvement
• Coach each other from team success
• Believe in the team success comes first – look at bigger picture
 1 Think about your team first
2 Every individual should think of his team first and his personal
interests should take a backseat.
TIPS FOR 3 Do not mix your personal issues with your professional life. Keep
BETTER them separate.
TEAM 4 Never underestimate your team member
WORK
5 Never try to impose your ideas on any member
6 Avoid demotivating any team member

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7 Do not just always talk business, it is okay if you go out with your team
members for lunch or catch a movie together (improves the relations and
113
strengthens the bond among the team members )
 Do not just always talk business, it is okay if you go out with your team members for
8 lunch or catch a movie together (improves the relations and strengthens the bond
among the team members )

Team members must trust each other for maximum

9 output

10 Avoid conflicts
TIPS FOR
BETTER 11 Help each other and be a good team player
TEAM Be the first one to break the ice and always create a friendly
WORK 12 ambience
If you do not agree with any of your team member, make
13 him/her understand her/his mistakes but in a polite tone and do
guide him

14 Avoid negativity within the team

06/10/2022 114
VIDEO
ANY QUESTIONS?
 Session Four

COMMUNICATION
SKILLS
 LEARNING OBJECTIVES
• Explain why communication is important in effective customer
service
• Recognize significance of non-verbal communication
• Identify barriers to effective communication
• Apply principles of effective listening
• Explain characteristics of effective questions
• Learn the impact of culture on communication and sensitize
learners to the differences and how to overcome cultural barriers
while communicating
 COMMUNICATION SKILLS
• Communication is a process by which ideas are transferred from
one person’s mind to another.

• Communication is the exchange of information.

 COMMUNICATION SKILLS
THE COMMUNICATION PROCESS INVOLVES:

• Sender/Encoder
• Receiver/Decoder
• Media of communication channel
• Message
• Noise/Interference
• Feedback
 COMMUNICATING EFFECTIVELY
WHEN IS COMMUNICATION EFFECTIVE?

• The sending of data/information alone can not guarantee effective

communication
• The parties in the communication process must have the ability
and skill to speak, write, read and listen.
 COMMUNICATING EFFECTIVELY
COMMUNICATION IS EFFECTIVE WHEN:

• It is concise and clear

• It is correct and coherent
• It is complete and convincing
• It is conversational and courteous
 COMMUNICATION

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TYPES OF COMMUNICATION
TYPES OF
COMMUNICATION
VERBAL NON VERBAL

VERBAL
ORAL WRITTEN
“It is not what you say but how
you say it that gives the real
meaning.”
 NON-VERBAL COMMUNICATION

• is a transmission of messages or signals through a non-

verbal platform such as eye contact, facial expressions,
gestures, posture and the distance between two or more
individuals.
 NON-VERBAL COMMUNICATION
SIGNIFICANCE

Spoken Words 7%
Tone Of Voice 38%
Body Language
55%
 NON-VERBAL COMMUNICATION
COMPONENTS
• Smile
• Eye-Contact
• Tone of Voice
• Maintaining good posture
• Displaying appropriate gesture
• Chewing Gum
• Personal Space
?
 BARRIERS OF COMMUNICATION
PHYSICAL BARRIERS
• Virtual meetings/Telephone handling, office/counter set-up
PSYCHOLOGICAL/EMOTIONAL BARRIERS
Stereotyping
SEMANTIC BARRIERS
Jargons, Language differences, etc.
CULTURAL BARRIERS
Accent, differences in perception & view point
 Identify the techniques to reduce
barriers to effective communication?
 EFFECTIVE COMMUNICATION
Choose the right means of communication

Recognize and respect cross cultural differences and thus avoid biases

Acknowledge individual differences

Use simple words, avoid jargons/technical terms, clear to the point

Don’t jump into conclusion based on your perception

Know what to say, to whom, why and how

Always ask clarification from a customer for precision

Perform Recap
 NON-VERBAL COMMUNICATION
ASPECTS OF GOOD PERSONAL PRESENTATION

• Clean and combed hair

• Neat and moderate cosmetics
• Clean and pressed clothing
• Shoes polished
• Clean hands and fingernails
 NON-VERBAL COMMUNICATION
TIPS ON IMPROVING NON-VERBAL COMMUNICATION

• Self awareness/conscious follow up of self

• Take note of your posture, movements, and objects

• Ask friends for feedback

• Videotape yourself in a conversation or speech

 VERBAL COMMUNCATION
PHRASES TO AVOID INSTEAD USE

I will try to fix it I will fix it

Let’s figure how we can take

It is not our policy care
of this

I can’t help you Let me see what I can do

 LISTENING SKILLS
Why do you think we have one mouth and two ears ?
 LISTENING SKILLS
• It is the heart of communication.

• It is more than hearing.

• It is a psychological process that involves:

Attending Interpreting Understanding

 STEPS TO ACTIVE LISTENING

Focus Remain
Listen Maintain eye objective, do
entirely on
completely contact not judge
customer

Remain Remain Reflect back

objective, do objective, do your Paraphrase
not judge not judge feelings
 LISTENING SKILLS
REAL COMMUNICATION OCCURS WHEN WE LISTEN WITH
UNDERSTANDING:

• To see idea and attitude from the others perspective

• To sense how it feels to them

• To achieve their frame of reference in regard to discussion point

• To truly understand what others need and expect from you

 Stop talking

Avoid argument Show that you

and criticism want to listen
The
Golden
Rules Of
Hold your
temper
Good Eliminate
distraction
Listening

Be patient Empathize
 LISTENING SKILLS
BARRIERS TO EFFECTIVE LISTENING

• Languages
• Emotions
• Stress
• Noise
• Perception
• Environmental/Physical Barrier

NOTE The biggest communication problem is that we do not listen to understand,

but listen to reply
VIDEO
ANY QUESTIONS?
 Session Five

CUSTOMER
RELATIONSHIP
MANAGEMENT
HOW WOULD YOU DEAL WITH
CHALLENGING CUSTOMER?
STEPS TO DEALING WITH EMOTIONALY
CHALLENING CUSTOMERS
EMOTION TRIGGERING WORDS AND ACTIONS TO
AVOID
 STRESS MANAGEMENT

PERSONAL STRESS MANAGEMENT SKILLS

Don’t
Positive Maintain
Composur
Be Take It
Attitude e Patient Personall
y

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 STRESS MANAGEMENT
EXTERNAL STRESS MANAGEMENT SKILLS

Give Avoid
Customer Mirroring The React With Never Give
Your Full Confrontation Politeness Excuses
Attention al Behavior

06/10/2022 149
 PROBLEM SOLVING SKILLS

Act quickly
Apologize
and
decisively sincerely

Try to Take
understand Responsibilit
 PROBLEM SOLVING SKILLS
REMEMBER

• Challenging customers don’t usually respond to logic with logics.

They respond with emotion.
• Therefore, deal with the emotion first.
• The more logical the service provider becomes when a customer
is angry, the angrier the customer will be.
 PROBLEM SOLVING SKILLS
PRINCIPLES OF HANDLING COMPLAINTS
• Be aware of the non-verbal signs
• Listen attentively
• Don’t become defensive
• Remain calm and try to calm the customer
• Forget who is to blame rather focus on the problem
• Express regret early
• Settle Complaints quickly
• Thank the customer
 STRESS MANAGEMENT

FATIGUE AND STRESS

• Fatigue: Extreme
tiredness resulting from
mental or physical
exertion or illness

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 STRESS MANAGEMENT

FATIGUE AND STRESS

• Stress: a state of mental of emotional
strain/tension resulting from adverse
or demanding circumstances

NOTE: Stress and fatigue are linked to

each other in many different ways
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 STRESS MANAGEMENT
PERSONAL ISSUES THAT CAUSE STRESS
• Family commitments
• Late arrival to work etc,
• Procrastination habit

06/10/2022 155
 STRESS MANAGEMENT
WORKPLACE ISSUES THAT CAUSE STRESS
• Role conflicts
• Role ambiguity
• Work environment
• Too much work
• Trying to meet multiple deadlines
• Handling upset or angry customers
• Demanding colleagues, bosses, managers, etc.
• Having to learn new technologies
 STRESS MANAGEMENT

PERSONAL ISSUES
THAT CAUSE
STRESS?

WORKPLACE
ISSUES THAT
CAUSE STRESS?

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 STRESS MANAGEMENT

IMPACT OF FATIGUE AND STRESS – ON

CUSTOMERS

• Uncaring communication
• Communication breakdown
• Indifferent towards customers request
• Affects professional look

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 STRESS MANAGEMENT

IMPACT OF FATIGUE AND STRESS – ON EMPLOYEES

• Decrease on professionalism
• Decrease on performance
• Decreasing in job satisfaction
• Increase on conflict at work

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 STRESS MANAGEMENT
STEPS TO TAKE TO REDUCE STRESS
1. Take responsibility for improving your physical and emotional
well-being
2. Avoiding internalizing customer complaints
3. Avoiding personalizing customer complaints
4. Talk to other people
 CUSTOMER RELATIONSHIP MANAGEMENT

• Customer relationship management (CRM) is the

combination of practices, strategies and technologies that
companies use to manage and analyze customer
interactions and data throughout the customer lifecycle.
• The goal is to improve customer service relationships
and assist in customer retention and drive sales growth.
 CUSTOMER RELATIONSHIP MANAGEMENT

• CRM systems compile customer data across different channels,

or points of contact, between the customer and the company,
which could include the company's website, telephone, live chat,
direct mail, marketing materials and social networks.
 CUSTOMER RELATIONSHIP MANAGEMENET

• CRM systems can also give customer-facing staff members

detailed information on customers' personal information, purchase
history, buying preferences and concerns.
TIPS FOR MAKING CUSTOMERS LOYAL
• Making a connection with the customer on a personal level.
• Make every point of contact or communication personal
• Call the customer by name and connect with the customer
• Remember the importance of a sincere “Thank You”

• Your customers did not have to choose to use your

service. So thank the customer at the appropriate
times you interact with them
TIPS FOR MAKING CUSTOMERS LOYAL
• Thank the customer who makes small purchases as well as
higher priced purchases.
• You can do this by sending “Thank You!” notes
• Ask customers for feedback and for ways to improve
• It shows you customers that you care how they are treated and
how you handle their business
• Find out why the customer prefers to use your service over other
and build on that knowledge
Video
ANY QUESTIONS?