Customer Service Module 1

8/8/2019 Customer Service Module 1

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Module 1


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Objectives:

At the end of this session, the participantsare expected to:

1. identify the benefits of providingexcellent customer service

2. describe retail customers and their topexpectations

3. identify essential skills in providingcustomer service

4. describe the role of the employee in thecustomer value chain


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Activity:

Group Sharing

1. Form three groups

2. Each group will share customer service experience that

they have encountered

3. Write on a Manila paper (suggested format)

4. Present the group sharing to the body

Experience/

Situation

Name of

Establishment

Were they able

to meet yourexpectation?


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Hospitality and Customer ServiceHospitality and Customer Service

What is hospitality?What is hospitality?

Extending a handExtending a hand

Doing your best to assist othersDoing your best to assist others Going the extra mileGoing the extra mile

The Value of HospitalityThe Value of Hospitality

Cordial and generous reception of orCordial and generous reception of ordisposition toward guests.disposition toward guests.

The American Heritage Dictionary of the EnglishThe American Heritage Dictionary of the English

Language, Fourth EditionLanguage, Fourth Edition


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How can you apply hospitality in theHow can you apply hospitality in the

workplace?workplace?

Hospitality and Customer ServiceHospitality and Customer Service

Simply put,

CustomerService is hospitality

in the workplace.


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Whats In It For Me?

Sense of Accomplishment

Less Stress and Hassle

Career Growth

Sales and Rewards


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1st Commandment:


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Know Thy Customer

5 Types of Retail Customers

Loyal Customers:

They represent no more than 20 percentof our customer base, but make up more

than 50 percent of our sales.


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Discount Customers:

They shop our stores frequently, but make theirdecisions based on the size of our markdowns.

Impulse Customers:

They do not have buying a particular item at the topof their To Do list, but come into the store on a

whim. They will purchase what seems good at the

time.

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5 Types of Retail Customers


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Need-Based Customers:

They have a specific intention to buy a

particular type of item. Wandering Customers:

They have no specific need or desire in

mind when they come into the store.Rather, they want a sense of experience

and/or community.

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KNOWTHY CUSTOMER

Top Customer Expectations

ATTENTION How you

treat him.

CONVENIENCE Ease in

attaining his needs.

ECONOMY How you

make himearn or save.

SECURITY Safety

concern (a feeling of

guarantee)


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KNOWTHY CUSTOMER

THINGS LIKED

Courtesy, Politeness.

Quick Service/Attention

Friendly Manner

Willingness/Helpfulness

THINGS DISLIKED

Being kept waiting

Disinterested

Cant Imagine a World WithoutPerfect Company for People like MeTreats Me with RespectFeel Proud to Be a CustomerFair Resolutions of Any Problems

Always Treats Me FairlyAlways Delivers on PromiseName I Can Always TrustOverall SatisfactionLikelihood to ContinueLikelihood to Recommend

The Customer Engagement Hierarchy

RATIONAL FOUNDATION

PASSION

PRIDE

INTEGRITY

CONFIDENCE


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2nd Commandment:


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Essential Skills in Face to Face

Customer Interaction

1. Courtesy is king. All customers should be treated in a courteous manner at all

times.

There is no excuse for being rude to a customer, even an irateone.

2. Be professional when on the

sales floor.

All employee breaks and personalbusiness should be conducted out

of the view of customers.


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3. Go the extra mile for a customer.

A conscious effort should be made to assista customer in finding what he or she needsand/or in resolving a problem.

If there is a policy, it should be statedpolitely.

4. Dress appropriately. Employees dealing with

customers are expected topresent themselves in aprofessional manner and dressaccordingly.


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5. Develop rapport with the loyal customer. Encourage your staff to get to know regular

customers

Greet them when they come in, and

Make them feel comfortable.

6. Have resources readily available. There's no better way to kill a sale then being unable to find what you need.

From shopping bags to tape for wrapping packages, make sure to maintainyour inventory.

7. Train and retrain. It is very important that you train your staff in the manner that you want

them to interact with customers and conduct themselves while on the salesfloor.


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Handling Escalated Customer Concerns

1. Greet & recognize the customer

2. Listen attentively to customer

complaint

3. Repeat complaint of customer

4. Empathize & apologize for the

inconvenience

5. Ask customers permission on

action to take

6. Confirm satisfaction & thank

the customer for bringing up the

matter with you

Customer Situations


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Activity:

At the end of the movie clip (Apprentice Season 6),

the group will develop their own strategy to meetthe customer service experience not met by the

apprentice. Each will present their plan.


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Module 2


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Objectives:

At the end of this session, the participants areexpected to:

1. compare the effect of good and badcustomer service

2. identify ways to influence and motivatefrontliners

3. recognize the value of teamwork in the

customer value chain4. identify steps to stand out from

competition in terms of customerexperience


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Activity:

1. Please group yourself according to area of

assignment. (AREA 1, 2 & 3)

2. Answer individually the questionnaire

provided.

3. Get the total of YES answers.

4. Get the TEAM AVERAGE.


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Effect ofGood and Bad Customer Service


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Influencing the Frontliners

How you look

What you do

What you say

How you say what you

say


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Setting High Standard for

Customer Service

Extremely Bad

Service

Take it or

Leave it

Service

World Class

Service

Outraged Dissatisfied Satisfied Delighted

Defection Ambivalence Loyalty


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The Customer Heirarchy

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THE CUSTOMER

Frontlines

Supervisors

Middle Management

Top Management


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One of the keys to success at customerOne of the keys to success at customer

service is having a Positive Mental Attitude.service is having a Positive Mental Attitude.

This is not always easy to maintain, but it canThis is not always easy to maintain, but it can

be achieved with practice and dedication.be achieved with practice and dedication.

Having a Positive Mental AttitudeHaving a Positive Mental Attitude


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PMA will help you overcomePMA will help you overcome

obstacles in the workplace and willobstacles in the workplace and will

help you achieve higher levels ofhelp you achieve higher levels ofperformance.performance.


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A positive mental attitude is a constructiveA positive mental attitude is a constructive

response to stress.response to stress.

It is a solutionIt is a solution--oriented, objective approachoriented, objective approach

to difficulties that you face every single day.to difficulties that you face every single day.

A positive mental attitude is expressed as aA positive mental attitude is expressed as a

general optimism toward life and thegeneral optimism toward life and the

inevitable challenges of earning a living.inevitable challenges of earning a living.

A positive mental attitude is the mostA positive mental attitude is the most

outwardly identifiable quality of a winningoutwardly identifiable quality of a winning

human being.human being.


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II amam stillstill determineddetermined toto bebe cheerfulcheerful andand

happy,happy, inin whateverwhatever situationsituation II maymay bebe;; forforII

havehave alsoalso learnedlearned fromfrom experienceexperience thatthat

thethe greatergreater partpart ofof ourour happinesshappiness orormiserymisery dependsdepends uponupon ourour dispositions,dispositions,

andand notnot uponupon ourour circumstancescircumstances..""

-- Martha WashingtonMartha Washington


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Page 36 - 10/21/2010


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Activity:

Go back to your team (per area)

Improve the following checklist for evaluating

customer service


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Thank you!

Documents

Customer Service Module 1