Customer Service Skills

Learning Objectives
▪ Understand the importance of Customer Care
▪ Identify the components of Customer Care
▪ Describe the factors that can cause Customer
care to fail
▪ Understand the different ways that you as an
employee can affect Customer Care
▪ Use the material presented to develop a customer
centered approach to your role
▪ Identify styles of customers and recognize ways to
deal with them
 Sections
1) The Passion for 7) Is Your Receptionists Top
Customer Car Rate?
2) Facts About Your 8) Top Telephone Skills
Customer 9) Doing & Saying The
3) The Right Attitude & Right Thing (Telephone
Behavior Etiquette)
4) The Customer is Always 10) Dealing with Difficult
Right People & Situations
5) Personalities & Social 11) Questioning Skills
Style 12) Summary
6) Body Language & Image
 WHAT CAOMPANY DO YOU THINK HAS THE BEST
CUSTOMER SERVICE & WHICH ONE IS THE WORST?
Introduction
 What Are Customer Service
Skills

https://www.youtube.com/watch?v=H21nB_JJLtI
1. The Passion for
Customer Care
 Connection

Connection #6: Stand and share with your group what you
want to learn today and what you already know about the topic.
 1.1 Passion (1)

Alarming statistics show that more than 89% of

customers, who leave companies, do so because of an
attitude of INDIFFERENCE from a staff member.

The FIVE core values of Customer Service are:

1.Courtesy
2.Integrity
3.Listening & Understanding
4.Taking ownership
5.Quality Service
 1.1 Passion (2)

Courtesy
▪ Respond to inquiries immediately.
▪ Be sure to address problem properly.
Integrity
▪ Keep the customer up-to-date
▪ Provide full information for the customer
▪ Own-up mistakes
 1.1 Passion (3)

Listening and Understanding

• Ask them open-ended and closed-ended questions to
understanding
• Never speak in technical jargon to customers
• Pay attention to what they are saying to make sure you understand
them
• Consider the issue from the perspective of the customer
Taking Ownership
• You are ultimately responsible
• If you are unable to solve the issue, find someone who can!
 1.1 Passion (4)

Quality Service
• Develop a culture that values providing outstanding service
• Don't let questions and complaints derail your plan
• There is no big deal! The level of customer service is
largely determined by how well you pay attention to the
little things...
• Respond to people without being chased
• Keep coworkers up-to-date
• Respect others
2. Facts About Your
Customer
 2.2 Facts About Your Customer (1)

96% of dissatisfied customers do not complain to you

about the poor service, they simply vote with their
feet and go somewhere else.
Did you know…?
•The biggest single reason why customers leave is indifference of one
employee (68%).
•66% of annual sales come from existing satisfied customers.
•Approximately 13% of dissatisfied customers will tell more than 20 people
of their problem
•96% of dissatisfied customers do not complain to you about the poor
service, they simply vote with their feet and go somewhere else.
2.2 Facts About Your Customer (2)
The Choice Man in the Mirror
If we want to change the
world
We must first change
ourselves
To do this, we must
actively choose to see
the good in others, our
colleagues, customers,
family and friends
2.2 Facts About Your Customer (3)
The 10 Commandments of GREAT Customer Service
1.Know who is boss
2.Be a good listener
3.Identify and anticipate needs
4.Make customers feel important and appreciated
5.Help customers understand your systems
6.Appreciate the power of “Yes”
7.Know how to apologize
8.Give more than expected
9.Get regular feedback
10.Treat co-workers well just like your customers
2.3 The 10 Commandments of GREAT
Customer Service)
1.Know who is boss
2.Be a good listener
3.Identify and anticipate needs
4.Make customers feel important and appreciated
5.Help customers understand your systems
6.Appreciate the power of “Yes”
7.Know how to apologize
8.Give more than expected
9.Get regular feedback
10.Treat co-workers well just like your customers
 Time Sponge

Early to Finish #3: With your partner create a list of ways you can
use the information.
3. The Right Attitude &
Behavior
 3.1 Introduction (1)

Attitudes are extremely contagious. Is yours worth

catching?
Every day you are surrounded by:
• Ringing telephones
• Meetings to attend
• Computer data to enter
• Deliveries that have to be signed in
• Fires to put out
• Angry customers screaming at you
• Demanding customers
• Nosey colleagues
• Paperwork to process
• Getting your work done
 3.1 Introduction (2)

YOU CAN MAKE THE DIFFERENCE.

ATTITUDES TOWARDS YOUR
CUSTOMERS

“We are not doing him a favour by serving him;

he is doing us a favour by giving us an
opportunity to do so”.
– Mahatma Gandhi
 3. 2 Exercise 1:
Choose those customer attitudes that you prefer most and then pick a
winner:
1.Anyone for whom we provide a service, or who has a need for what we
supply.
2.The most important person to come into this organisation, whether in
person, on the phone, or by mail.
3.The person who ultimately pays my salary – I work for the customer.
4.Not someone with whom I should argue; someone with whom I will learn
patience, even though he/she is not always patient with me.
5.Someone I take care not to offend – even when they are wrong.
6.Someone who is sometimes a challenge. I embrace this challenge and am
glad when I can turn a frown into a smile.
7.Someone for whom I should go the ‘extra mile’.
8.A customer is the most important visitor on our premises…
9.He is not dependent on us, we are dependent on him.
10.He is not an interruption to our work – he is the purpose of it.
 3.2 Exercise 2

In the spirit of the above attitudes, create a punchy, memorable personal

statement of your attitude towards your customers
(15 words or less).
 3.3 Moment of Truth

• Look for “MOMENTS OF TRUTH”

• Moments of truth are brief interactions with
customers that last no more than 20 seconds
but have a lasting impact on how they see you
and your business.
• To avoid repetition, corrective action is
essential. A single error can be overlooked.
Repeats are quite rare
 3.4 Behavior

BEHAVIOUR
• the way we treat our customers
a few examples of good customer behavior
• customers with a smile. When possible, address them by
name. SMILE!
• Give them your whole attention as a sign of respect and
listen carefully.
• To find out exactly how you can assist, ask questions.
• Maintain composure under pressure by speaking calmly and
using good body language.
 3.5 Action & Efficiency

ACTION AND EFFICIENCY

• Great service needs positive behavior AND
action/efficiency.
Some examples:
• Be dependable and honor your commitments.
• Overpromise while underdelivering.
• If something goes wrong, inform the customer as soon as
possible (the worst part of waiting is not knowing how long
it will take).
• Don't just do the bare minimum.
•.
4. The Customer is
Always Right
 4.1 Introduction (1)

What? Even when they are wrong?

The "THE CUSTOMER IS ALWAYS RIGHT"

This statement’s main point is excellent. However, the logic is
not always correct.

• Customers make mistakes because they are human.

• Not all clients are entirely truthful

So how do we handle clients that make mistakes?

 4.1 Introduction (2)
“HELP THE CUSTOMER FEEL RIGHT“
Your attitude and behavior can make a significant difference:

Attitudes : courtesy, friendliness, helpfulness, composure, win-

win thinking, and professionalism

Behavior: Asking clarifying questions, listening intently, using

upbeat body language and voice tone, expressing gratitude,
and clearly outlining activities and solutions.

People will forget the exact words you said and the actions
you took, but they won't forget how you made them feel!
 4.2 SAY ‘NO’ GRACIOUSLY (1)

SAY ‘NO’ GRACIOUSLY

1. Listen to the request

2. Say "NO" politely.

• Work: "I'm sorry, but I'm unable to assist right now."
• "I hope you'll understand that it's difficult to move
forward with this at this time."
 4.2 SAY ‘NO’ GRACIOUSLY (2)

3. Give reason(s)
• Tell the truth in such a way that it causes the least
damage”.
4. Offer Alternative(s)
• it can be something this: ”Sorry, Mr. Smith, but I am
unable to connect you straight from the front desk to
the firm CEO. What I can do is connect you with Ms.
Campbell, his secretary. She is the most qualified
individual to answer your question.”
 Pair Share

Pair Share #1: Turn to your neighbor on your right —and tell him
the most important fact you just learned in the last ten minutes.
5. Personalities & Social
Styles
 5.1 Introduction (1)

Personality begins where comparison ends

KNOW YOUR CUSTOMER

Write down the answer to the following questions:
• Who is my customer?
• What makes them happy?
 5.1 Introduction (2)

The SPECIAL Model

Make every customer feel SPECIAL
•Speed and time
•Personal/personalise
•Expectations (manage and exceed)
•Competence/courtesy Information
•Attitude
•Long-term relationship

Apply the SPECIAL qualities to your job

 Social Styles (1)
PROFILE NAME
DRIVER EXPRESSIVE AMIABLE ANALYTICAL

PROFILE SYMBOLS
LION PEACOCK DOVE OWL
Steady, Supportive, Co- Correct, Conscientious,
Dominance, Results, Image, Fun, Enthusiasm
KEYWORD operative Careful
Driven
QUESTIONS What? Who? How? Why?

Allow time to socialise Move casually and Be prepared Be specific

Get to the point Be Be fun and fast paced informally Be patient Go into considerable
specific Ask for their opinions Show that you have detail
Be logical Provide Talk about ‘ideas’ considered Provide accurate
choices, options and Make decisions quickly others feelings Give factual evidence Give
recommend Stick to When writing, keep it them time to think them space Give them
business short and sweet Listen empathetically time to make choices
Tell more, ask less Speak Respond quickly Prepare them for Get ready to listen to
up for yourself Demonstrate high changes Show how more information than
DO
When writing, keep it energy specific points tie into you really wanted to
short Be on time Expect the big picture know
them to ‘tell it like it is’ Follow up in writing
 Social Styles (2)
PROFILE NAME
DRIVER EXPRESSIVE AMIABLE ANALYTICAL
Answer questions for
them
Be abrupt and fast
Threaten or demand
Ramble Lose things Chit
Be impersonal Get too Question their loyalty
chat Be disorganised Force
business-like Talk down to Expect them to cope
Make decisions for them decisions Get emotional
DON’T them well with hostility or
Get off the track disapproval Be vague

Fast Decisive Fast Spontaneous Slow Easy Slow Systematic

PACE
 Social Styles (3)
PROFILE NAME
DRIVER EXPRESSIVE AMIABLE ANALYTICAL

PROFILE SYMBOLS
LION PEACOCK DOVE OWL
STRESS REACTION Dictate Assert Attack Submit Acquiesce Withdraw Avoid
Be sarcastic
Focus on how your way
Focus on how your way of
Focus on how your way of of doing things will Focus on your track
doing things will help
doing things will help help them keep their record. Prepare statistics
SELLING AN IDEA them influence others.
them have better control. environment stable. and back up materials.
WANTS TO BE…
In charge Admired Liked Correct

IRRITATED Inefficiency Indecision Boredom Routine Insensitivity Impatience Surprises

BY… Unpredictability
 Social Styles (4)

The two Social Style scales revealed that by combining the two dimensions, Assertiveness and
Responsiveness, four patterns of behavior, or “Social Styles”, can be identified.
 Social Styles (5)
Driving: (Tell Assertive + Control Responsive)
•These individuals are seen as strong willed and more emotionally controlled.
Expressive: (Tell Assertive + Emote Responsive)
•These individuals are described as outgoing and more dramatic.
Amiable: (Ask Assertive + Emote Responsive)
•These individuals are seen as easy going and supportive.
Analytical: (Ask Assertive + Control Responsive)
•These individuals are described as serious and more exacting.
The Bottom Line
•Understand your style and your customer and COPY their style
 Pair Share

Pair Share #11: Turn to your neighbor on your right —and ask
him/her what is the most important fact they have just learned in
the last ten minutes.
6. Body Language &
Image
 Introduction

The body never lies

(adapted from Martha Graham)
BODY LANGUAGE
Body language is a nonverbal flow of
communication that is constant and
ever present. Without saying a word
your body language can reveal what
you are thinking and feeling.
When we communicate with someone face-to-face there are
three areas of communication that come into play:

(1) The words, (2) the tone and (3) the body language
practical ideas for you to use when you
are communicating with customers
• Have eye contact with customers, but don’t stare
• Nod when they are talking
• Don’t slouch, sit up straight
• Lean forward, but not too much
• Smile and laugh
• Don’t touch your face
• Slow down a bit
• Don’t fidget
• Use your hands more confidently
7. Is Your Receptionist
Top Rate?
 7.1 Introduction (1)

You only get ONE CHANCE to make a FIRST

impression!
▪ Receptionist are very important
▪ They should be kept informed, superbly trained,
motivated and incentivized to provide great service
▪ They are an important marketing tool
▪ .Curious or discontent customers pose their questions
and air their grievances to receptionist
▪ Even with technology people feel better to talk to other
people that is why a carefully chosen receptionist is
crucial
 7.2 RECEPTION DO’s AND DON’Ts

▪ Welcome every visitor with a smile

▪ Use your normal tone of voice when greeting a visitor
▪ Address the visitor properly by his or her title
▪ Do not use poor language
▪ Listen to the visitor and what they have to say
▪ Do not eat or drink while you are at the desk
▪ Be patient and helpful
▪ Always ask if the visitor has time to wait
▪ Always focus on the visitor
▪ Assist visitors while filling our visitor passes
8.Top Telephone Skills
 8.1 Introduction

When love and skill work together, expect a

masterpiece
– John Ruskin
 8.2 Why Is Image Important In the
Workplace?
❑ Our image is made up of the behavior, performance and
appearance
❑ Customers make a decision of whether they want to do
business with you and your company based on the way
your desk and work area looks
❑ What people evaluate your company and the people in
it on, are:
▪ First Impression
▪ Impact on People You Meet
▪ The Five Cs of Winning Corporate Image:
❑ Competence/Credibility/Control/Confidence/Consistency
 8.3 Practice

Rewrite these negative responses into positive statements.

•Sorry I can’t help you with that…
•Unfortunately, he is in a meeting at the moment…
•Samar has already gone home, it’s her half day…
•Sami has got somebody with him in his office…
•I’m afraid; Seham is not answering her phone…
•Adel’s on lunch and I don’t know when she’ll be back…
•I can’t tell you how long it will be…
•Sorry to keep you waiting, it’s so hectic here!
 9. Doing & Saying the
Right Thing (Telephone
Etiquettes)
 9.1 Telephone Etiquette Tips

• Always Speak Clearly • Ask permission

• Do Not Yell Before Placing a Call
• Don’t Use Slang on Hold
• Never Eat Or Drink
• Always Listen
• Use Proper Titles
• Have Patience
• Focus on the Task at
Hand
 10. DEALING WITH
DIFFICULT PEOPLE &
SITUATIONS
 Dealing with Angry Customers
- Abusive Language

https://www.youtube.com/watch?v=0eSmZxdDZGI
 10.1 WHAT IS ASSERTIVENESS?

• It is being delicately balanced between being

straightforward and tact
• When we are able to use assertive skills, it will
help us to:
• Be respectful of self and others
• Lead to better, and more controlled feelings
• Be more independent, and responsible
• Communicate our feelings, ideas, and needs
 10.2 HOW TO BECOME MORE
ASSERTIVE
1. Change your statement from ‘you’ to ‘I’
2. Try for short responses
3. Slow down!
4. Deepen your voice
5. Review your non-verbal behavior (body
language)
6. Learn to say ‘NO’
7. Be Smart & Be Honest
 10.3 Handling Complainants

❑All complaints can be classified as ‘justified’ or

‘unjustified’.
❑Use the LADER Method to handle complaints
▪ LISTEN
▪ ASK FOR HIS OR HER NAME
▪ DETAILS
▪ DEVELOPMENTS
▪ EXAMPLE
▪ RESOLUTION
 Think & Write

Think and Write #2: Think about what you’ve just learned. If you had
to explain the main idea to someone else, what would you say? Write
your explanation in a sentencer two.
11. QUESTIONNING
SKILLS
 11.1 Introduction

The important thing is not to stop questioning.

Curiosity has its own reason for existing.
– ALBERT EINSTEIN
▪ Giving information or ideas, arguments or opinions has a
low impact on other people and rarely succeeds
▪ It is much more effective to ask questions
▪ Using effective questioning techniques allows you to
accurately diagnose what the underlying issue behind the
issue is and then provide a practical solution based on
your diagnosis.
 11.1 Introduction
❑ Use both
▪ Closed Questions
▪ Opene-ended Questions
• Listen! Listen! Listen
• GOLDEN RULE
• Look interested and pay attention
• Investigate with questions
• Stay on Target. Don’t be side tracked
• Test for understanding
• Evaluate the message
• Neutralise your feelings
 Think & Write

Think and Write #3: Think about how you can use this
information. Jot down two or three ways you could apply what
you’ve learned.
 REMEMBER!
Customer Care Pro’s don’t wait for things to
happen, they make things happen.
Top Customer Care Pro’s take responsibility for all aspects of
the situation even beyond ordinary boundaries and develop
the ability to nurture success in any situation. They turn
problems into opportunities, displaying determination to
succeed against all odds.

“Whether you think you can or whether you think you can’t
either way, you’re normally right”
– Henry Ford