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Customer Service Module

The document outlines the importance of customer service, emphasizing the need for a customer-friendly approach that prioritizes communication and relationships. Key qualities of effective customer service include friendliness, empathy, fairness, and attentiveness, along with specific techniques for handling unsatisfied customers. It stresses the significance of listening, expressing understanding, and involving customers in problem-solving to maintain their loyalty and satisfaction.

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17 views4 pages

Customer Service Module

The document outlines the importance of customer service, emphasizing the need for a customer-friendly approach that prioritizes communication and relationships. Key qualities of effective customer service include friendliness, empathy, fairness, and attentiveness, along with specific techniques for handling unsatisfied customers. It stresses the significance of listening, expressing understanding, and involving customers in problem-solving to maintain their loyalty and satisfaction.

Uploaded by

kitchen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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CUSTOMER SERVICE

MODULE
Who are our Customers?
Customers, buyers and clients want to pay a fair price for quality service or products, and feel
satisfied they have paid for a service/product and received what they have paid for in return.
They also want someone to take care of them. They need someone to understand their needs
and help answer them. They need someone to hold their hands and walk them through a
process. Customer service starts with the ability to listen to the customer and find out through
polite questioning what he/she needs or wants.

Develop a Customer Friendly Approach


One commonality among all companies or organizations that provide good service
is the development of a system and attitude promoting customer friendly service. By
“customer friendly” we mean viewing the customer as the most important part of
your job. The cliché, “The customer is always right” is derived from this customer
friendly environment.
Two critical qualities to the “Customer Friendly Approach”:
• Communications
• Relationships
What Customer Service Means
Customer service means providing a quality product or service that satisfies the
needs/wants of a customer and keeps them coming back. Good customer service
means much more – it means continued success, increased profits, higher job
satisfaction, improved company or organization morale, better teamwork, and
market expansion of services/products

Customer Service Qualities

• Friendliness – the most basic and associated with courtesy and politeness.
• Empathy – the customer needs to know that the service provider appreciates their wants and
circumstances.

• Fairness – the customer wants to feel they receive adequate attention and reasonable answers.

• Control – the customer wants to feel his/her wants and input has influence on the outcome.

• Information – customers want to know about products and services but in a pertinent and
time-
sensitive manner.
IMPORTANT POINTS FOR CUSTOMER
SERVICE:
 Smiling – there is nothing like a smile and pleasant face to greet a customer,
especially if he/she has a complaint. A smile and polite conversation can immediately
disarm a disgruntled customer. Facial expression sets a positive tone before you even
begin speaking. A relaxed or pleasant facial expression is the ideal most of the time.

 Eye contact – always look into your customer’s eyes. Directly address customers.

 How you look – personal grooming has a big impact on your customers. Dirty
hands, messy hair and poor dress can mean the loss of an otherwise happy
customer. When interacting with customers, dress neatly and in a professional
manner so as to command respect and to let customers know you take seriously your
position.

 Shaking hands – when shaking hands with a customer a firm and professional
handshake is expected. This part of the greeting is now common among both men and
women in a professional environment.

 Be attentive - when listening to a customer, slightly lean towards your customer


and nod your head ever so slightly to indicate you are listening.

● Tone of voice – always convey friendliness and amicability. Do not raise your
voice in frustration or anger no matter how difficult or tiresome a customer may behave.

 Hand gestures - use hand movements to emphasize what you say (even on the
phone) and to emphasize your feelings.

 Personal space – this is the distance that feels comfortable between you and
another person. If another person approaches you and invades your personal space,
you automatically move back without thought. You are uncomfortable. Leave
adequate distance between you and your customer. Adequate space is important
to making customers feel secure and unthreatened.

 Posture – slumping in a chair or leaning against a wall while interacting


with a customer are sure signs you are not interested in the customer. Your pose or
posture should express attention, friendliness, and openness. Lean forward, face the
customer and nod to let them know you are interested.

 Observation - notice how your customer behaves and what he/she reacts positively
to while you are providing service.
Helpful Reminders for Polite and Friendly Responses
Polite and Friendly
Wrong Approach Alternative
“I don’t know.” “I’ll find out.”
“No.” “What I can do is…”
“Let me find the right person who
“That’s not my job.”
can help you with …”
“You’re right – this is bad.” “I understand your frustrations.”

“Let’s see what we can do about


“That’s not my fault.”
this.”

“You want it by when?” “I’ll try my best.”


“Calm down.” “I’m sorry.”
“I’ll be with you in just a
“I’m busy right now.”
moment.”
“I will call you back, what is your
“Call me back.”
telephone bar.”

Communicating with the Unsatisfied Customer


If your customer is unsatisfied (for just or unjust reasons), you will have to use
some of the many techniques of the customer service professional to win their
support and continued loyalty. When coming into contact with a customer,
communicating with him/her, or analyzing problems, do not forget to use the
following methods or qualities of the customer service professional:
Listen: It is of primary importance when dealing with an unsatisfied or
complaining customer to listen attentively to his/her complaint, gripe, frustration
or grievance. Be patient, attentive, and friendly.
Express you are sorry:
‘We are sorry for this mistake/problem.”
“We are terribly sorry for this inconvenience.”
“How can we work to solve this problem together?”
“I can imagine how frustrated you are.”
Do not argue and do not interrupt: This will only worsen the situation,
especially if the customer is angry. Let him speak before you try to discuss with
him what has happened.
Do not lose your self-control: If you stay relaxed, customers will calm down.
Point out facts: Listen carefully – and write everything down. Do not make any
comments until the customer is finished talking. Admit the problem: If you can suggest
a solution, do it. If not tell the customer what actions you will take and what actions will
follow. Never make the mistake of promising something you are not able to do. Follow-
up: Make sure that the promised measures are taken. If you do not fulfill what was
promised and ignore the customer’s complaint, the problem will grow. Next time it will
be more difficult to solve.
Give the customer a “way back”: Sometimes customers are wrong. You should let
them leave with dignity, without feeling embarrassed.
Do not question the customer’s correctness: From the very beginning you should
believe that the customer may be right. Always be open minded toward the customer’s
opinion, make them feel they deserve to be listened to.
Involve the customer in problem solving: Suggest the customer alternative solutions, if
they exist. Customers appreciate the opportunity to choose the ways of problem solving.
Follow-up: Make sure that the promised measures are taken. If you do not fulfill what
was promised and ignore the customer’s complaint, the problem will grow. Next time it
will be more difficult to solve The Issue.
Give the customer a “way back”: Sometimes customers are wrong. You should let
them leave with dignity, without feeling embarrassed.
Do not question the customer’s correctness: From the very beginning you should
believe that the customer may be right. Always be open minded toward the customer’s
opinion, make them feel they deserve to be listened to.

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