1. Customer Service Training
To enhance customer service skills to be
integrated into daily work activities
Presented by Joyce Lewis-Andrews

2. Creating a Customer-Centric
Training Environment
● Listen. Ensure good 2-way communication.
● Give your undivided attention.
● Appreciate every one's individuality.
● Honor our time together.
● Be honest. It’s okay to say “I don’t know”.
● Know how to apologize.

3. Creating a Customer-Centric
Training Environment
● Make the day rewarding for your fellow
participants. Be flexible.
● Make the effort to do things right the first
time. Ask for clarification or help when you
need it.
● Don't assign blame or feel the need to offer
excuses.
● Be an advocate for improving customer
service at your company.

4. Definition of Customer Service

5. Definition of Customer Service
… the art of building
relationships with new or
existing customers, solidifying
the loyalty of wavering
customers and recovering
defecting customers.

6. Customer Rights
● Right to negotiate
● Right to have an opinion
● Right to question
● Right to make an informed decision
● Right to expect high standards and quality
● Right to feel personally rewarded
● Right to enjoy customized experiences
● Right to be delighted

7. Types of Customers
New & Existing Customers
Wavering Customers
Defecting Customers

8. Types of Customers
NEW & EXISTING CUSTOMERS
Those who expect to be satisfied. They’re
giving our company a chance to do business
with them. They may also come to us with
problems, but are really hoping that we can
help them find some solutions.

9. Five Keys to Becoming a Solution
Creator with New/Existing Customers
1. Explain who you and your company are and
your dedication to helping them find a solution
to their situation.

10. Five Keys to Becoming a Solution
Creator with New/Existing Customers
1. Explain who you and your company are and
your dedication to helping them find a solution
to their situation.
2. Be sure you’re clear on the situation.

11. Five Keys to Becoming a Solution
Creator with New/Existing Customers
1. Explain who you and your company are and
your dedication to helping them find a solution
to their situation.
2. Be sure you’re clear on the situation.
3. Learn what solution the customer is seeking.

12. Five Keys to Becoming a Solution
Creator with New/Existing Customers
1. Explain who you and your company are and
your dedication to helping them find a solution
to their situation.
2. Be sure you’re clear on the situation.
3. Learn what solution the customer is seeking.
4. Describe an available or customized solution
and explain how it meets with your customer’s
expectations.

13. Five Keys to Becoming a Solution
Creator with New/Existing Customers
1. Explain who you and your company are and
your dedication to helping them find a solution
to their situation.
2. Be sure you’re clear on the situation.
3. Learn what solution the customer is seeking.
4. Describe an available or customized solution
and explain how it meets with your customer’s
expectations.
5. Solicit feedback on the solution and your
Solution Creator abilities.

14. #1 TRUE OR FALSE
New and Existing Customers
are more easily satisfied if their
expectations are effectively
managed.

15. TRUE
If customers know exactly what
to expect, they are more likely
to be satisfied. Don't make
empty promises or set
unrealistic expectations just
because you think it's what the
customer wants to hear.

16. #2 TRUE OR FALSE
New and Existing Customers
who are frustrated need to be
given an immediate solution.

17. FALSE
If a customer is frustrated, it's
important to ask questions and
listen effectively so that the
correct solution can be found to
avoid additional frustration.

18. Types of Customers
WAVERING CUSTOMERS
Those that, for what ever reason, aren’t 100%
satisfied with us. They have their doubts, but
are willing to bring the problem to our attention
and/or give us another chance.

19. #1 TRUE OR FALSE
Most Wavering Customers who
are upset will calm down if you
offer them a sincere apology.

20. TRUE
Most customers who are
complaining want you to
acknowledge that they've been
disappointed and want you to
express regret.

21. #2 TRUE OR FALSE
When dealing with a Wavering
Customer face-to-face, it's best
to avoid eye contact in order to
appear less aggressive and
confrontational.

22. FALSE
While this may feel more
comfortable for you, the
customer will interpret it
negatively—either as a lack of
interest, confidence or as
defensiveness.

23. #3 TRUE OR FALSE
The only time when it is
appropriate to hang up on a
customer is when they're being
abusive or threatening.

24. FALSE
If a customer becomes abusive
or threatening, tell them that
you'd like to help, but can only
do so effectively when the
conversational tone is calm.

25. #4 TRUE OR FALSE
Companies earn more trust
from Wavering Customers who
receive resolution for
problems... than from new or
existing customers who haven't
had any problems at all.

26. TRUE
It's not the absence of problems
that develops trust, but your
reaction (not excuses) when
things go wrong. Customers
want to know that, no matter
what, you care about them and
their business.

27. Types of Customers
DEFECTING CUSTOMERS
Those who really do not want to do business
with us at all. Something has gone wrong. Our
systems have let them down, and so we must
be willing to work extra hard to prove ourselves
and repair the relationship (whenever possible).

28. #1 TRUE OR FALSE
When you answer a call, and
the customer really needs to
resolve an issue with another
department, it's your
responsibility to make sure the
customer reaches someone
who can help.

29. TRUE
Customers are relying upon you
to be their “guide” within your
organization. By not
abandoning them, you can limit
your number of Defecting
Customers.

30. #1 TRUE OR FALSE
96% of dissatisfied customers
never complain. They just stop
doing business with a company.

31. TRUE
It's more important for
businesses to know about
dissatisfaction so that customer
complaints can be effectively
addressed.

32. #2 TRUE OR FALSE
On average, a satisfied
customer tells 3 people about a
good experience, while the
average dissatisfied one gripes
to 11 people.

33. TRUE
The most positive, credible and
affordable advertising comes
from word-of-mouth of our
satisfied customers.

34. What Customers Desire From Us
● Relability – We say what we'll do,
when we'll do it--and we mean it!
● Respect – We believe customers are
our greatest asset.
● Reassurance – We are willing to
learn from our mistakes and
continually make improvements to be
their company of choice.

35. What Customers Desire From Us
● Relability – We say what we'll do,
when we'll do it--and we mean it!
● Respect – We believe customers are
our greatest asset.
● Reassurance – We are willing to
learn from our mistakes and
continually make improvements to be
their company of choice.

36. CONFLICT
If you understood everything I said, you’d be
me. – Miles Davis
Honest disagreement is often a good sign of
progress - Mohandas K. Gandhi
The quality of our lives depends not on whether
or not we have conflicts, but on how we
respond to them. – Tom Crum

37. Customers and Conflict
● Conflict can occur when the customer’s timeline
doesn’t match with ours or when information is
miscommunicated.
● Conflict can occur when there are strong,
opposing opinions about how a service should
be delivered or of a desired outcome.
● Conflict can occur when a customer feels
disrespected, ignored, threatened, intimidated,
humiliated or unappreciated.

38. Customers and Conflict
● Conflicts can occur in any situation that is
stressful, confusing, unmanageable or
uncontrollable.
● Conflicts can occur when it is perceived that
barriers have been created that interfere with
personal pursuits of success, rewards or
resources.
● Conflicts can occur when there are grievances,
accusations, or judgements directed against
another person’s personality, actions, behaviors
or values.

39. Tools to Assist When Managing
Conflict with Customers
● Customer Rights
● 3 Rs – Respect, Reliability and Reassurance
● Five Keys to Being a Solution Creator
● Other “Commandments” of Customer Service
● Healthy Responses to Conflict

40. 10 Commandments
of Customer Service
1. Provide every customer with the rights they
deserve.
2. Know who is the boss. Offer customers respect,
reliability and reassurance at all times.
3. Give each customer your undivided attention.
Use your Five Keys to Becoming a Solution Creator.
4. Customers are individuals. Learn her name and
use it.
5. Be honest. Don’t make empty promises.

41. 10 Commandments
of Customer Service
6. Honor a customer’s time. Be prompt and
responsive.
7. Know how to apologize.
8. Say and do things right the first time.
9. Manage conflict in positive, healthy ways.
10. Don’t assign blame or shame or flimsy excuses.

42. Healthy & Unhealthy Responses
to Conflict
● A belief that facing ● A fear and avoidance of
conflict is in everyone's situations that may spark
best interests. conflict.

43. Healthy & Unhealthy Responses
to Conflict
● A belief that facing ● A fear and avoidance of
conflict is in everyone's situations that may spark
best interests. conflict.
● Calm, non-defensive and ● Explosive, angry and
respectful reactions. resentful feelings.

44. Healthy & Unhealthy Responses
to Conflict
● A belief that facing ● A fear and avoidance of
conflict is in everyone's situations that may spark
best interests. conflict.
● Calm, non-defensive and ● Explosive, angry and
respectful reactions. resentful feelings.
● The ability to seek ● Rigid, steadfast
understanding and behaviors or opinions
identify opportunities for and desire to “win”.
compromise.

45. Healthy & Unhealthy Responses
to Conflict
● A belief that facing ● A fear and avoidance of
conflict is in everyone's situations that may spark
best interests. conflict.
● Calm, non-defensive and ● Explosive, angry and
respectful reactions. resentful feelings.
● The ability to seek ● Rigid, steadfast
understanding and behaviors or opinions
identify opportunities for and desire to “win”.
compromise. ● An inability to recognize
● Taking a step back to or respond to the things
see the situation from that matter to other
another point of view. people.

46. Phone Tips for
Good Customer Service
1. Start with enthusiasm. Be sure to smile.
2. Offer a warm greeting or opening.
3. Introduce yourself.
4. Don't let customers wait. Control the hold
button.
5. Transfer only once.
6. Use active listening skills to understand what
the customer wants.

47. Phone Tips for
Good Customer Service
7. Avoid company jargon, acronyms or technical
terminology to be sure the customer understands
you.
8. Always act professionally.
9. Thank customers and make them feel
important.
10. Say goodbye and have a strong closing by
soliciting feedback on the summary of the call.

48. 6 Opportunities to Foster
Good Customer Service
1. Initial Contact – the customer is contacting us
for a service or asking for an answer
2. Prodding – the customer is letting us know that
they’re waiting for a response to their initial
contact
3. Resolution – the customer receives the service
or information they require

49. 6 Opportunities to Foster
Good Customer Service
4. Feedback – the customer is reporting on the
service they received
5. Complaint – the customer is expressing
dissatisfaction
6. Follow-up – Companies learn more about the
customer’s experience and/or tracks their
satisfaction level

50. Types of Customers
New & Existing Customers
Wavering Customers
Defecting Customers
Potential Customers

51. POTENTIAL CUSTOMERS
Our contacts, vendors, suppliers, friends, family
members, donors, or community members--
anyone in our personal or professional
networks who might, in the near or distant
future, have the opportunity to take advantage
of the programs and services of our company to
satisfy their needs and wants; and who has the
potential to sustain the future of our business
through their customer involvement.

52. Your Customer Service Tookit
● Customer Rights
● 3 Rs – Respect, Reliability and Reassurance
● Five Keys to Being a Solution Creator
● 10 “Commandments” of Customer Service
● Healthy Responses to Conflict
● Phone Tips for Good Customer Service
● Your Company Customer Service Philosophy

53. Your Customer Service Philosophy
● If your company has a Customer Service
Philosophy, what actions are needed to make it
resonate more soundly throughout the
organization?
● What elements from today's workshop would
you like to include in your Customer Service
Philosphy?
● How will you share your Customer Service
Philosophy with internal and external
customers?

54. The best way
to serve your customers
is to enjoy and take pride
in your work.
Thank You!