10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet

Customer Service Training

10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet

P stands for pleasant & positivity• This is the Number 1 rule. • People respond positively when you are

pleasant than when you are sour. • After all what curdles milk, lime or sugar? • Positive responses add to the customer

experience.

10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet

L

Logic & Listening

• understand the rules• make a decision and know why that decision

counts. • understand the bigger picture

10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet

E

Energetic & Enthusiasm

• be energetic• love what you do• know what you are doing and • why you are doing it. • do it with enthusiasm

10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet

A

Attitude & Accountability

• having positive attitude keeps everything on an even keel

• ownership for what you say• and for your action • Demonstrates accountability and maturity

10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet

S

Smile & Sober

• A smile is contagious• A smile defuses situations • A smilemakes you live longer and look younger. • It takes 40 muscles to frown, 16 to smile. • Smiling lowers your blood pressure.• Sobriety- clearheadness

10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet

E

Empathy & Emotions

• keep emotions in check• try to understand the other side• display empathy• demonstrate emotional maturity

10/04/2023 09:05:46 AM Developed by Elaine Oxamendi Vicet

Putting it together

Let us discuss!

Your ideas for each letter and examples where you could have used that particular quality more effectively.

10/04/2023 09:05:46 AM Developed by Elaine Oxamendi Vicet

P.L.E.A.S.E.

PLEASE ensure that the customer feels welcomed and experience superior quality

service.

Remember every action has an equal and opposite reaction!

YOU CHOOSE!