Applied Customer Service.

1. Developing
Excellent Customer
Service
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2. Objective
s: • To develop a deeper understanding
of customer service, its nature and its
impact on business processes.
• To discover and apply through
experiential learning various
communication skill sets to deliver
excellent customer service in the
workplace.
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3. Power Source Success
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4. Customer
Service
MYTH
S
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5. Power Source Success
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6. Customer Service
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-Customers
-Buyers
-provision of service
-series of activities
-degree of assistance
-interactions
-processes
-courtesy, advice
-Company
-Business
-Provider of
product or
service.

7. Service is
Intangible! • It deals with the Human Side
of the organization.
• It involves human perceptions;
their feelings and emotions,
their understanding and
behavior.
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8. Two Dimensions of
Customer Service:
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Procedural
Dimension: Established
systems or procedures to
deliver products or services
Personal Dimension:
How the service providers
interact with the customers.

9. QUALITY CUSTOMER
SERVICE!
“We care. We listen. We
deliver”
The FACTORY
“You are a number, we are here
to process you”
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Personal Dimension
The FRIENDLY ZOO
“We are trying hard, but we
really don’t know what we are
doing”
The FREEZER
“We Don’t Care”
Procedural Dimension

10. • Those with positive attitude and cheerful outlook.
• Those who genuinely enjoy working with and for other people.
• Those with the ability to put the customer on “center stage”.
• Those who view their job as a Human Relations Profession.
• Those who can allow customers to be right
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(even if sometimes they are not)

11. • Trust
• Responsivene
• sEsmpathy
• Assurance
• Tangibles
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12. RULES
for
Good
Customer
Service
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13. Quality
Customer
Service Skills
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14. Power Source Success
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Know your
organization
Know your
Product or
Service
Know your
Customer

15. COMMUNICATIO
7% 93%
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N
VERBAL NON-VERBAL

16. Power Source Success
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Excellent Verbal
Communication Skills
Excellent Non-Verbal
Communication Skills
Excellent Listening
Skills
Better and
more
productive
relationships

17. Service
Breakdown:
Occurs whenever a
product or service fails to
meet the customer’s
expectations
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18. Power Source Success
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Service
Recovery
Strategy:

19. Roadblock to
Service
Recovery:
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20. Dealing with
difficult
customers:
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21. 15 Quality
Customer
Service Skills
That Matter
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22. Customer Service
is not a
department;
It is everyone’s
job!
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23. Your most
unhappy
customer is your
greatest source
of learning. –Bill
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24. Kind words can be
short and easy to
speak, but their
echoes are truly
endless.
–Mother Theresa
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25. Thank
You!
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