This document discusses key concepts for providing quality customer service. It covers understanding service and service culture, skills for customer service, addressing different customer behaviors, and steps to resolve service issues. The main points covered include the five elements of quality service (reliability, assurance, tangibles, empathy, and responsiveness), components of a strong service culture, developing communication skills, addressing different customer needs and styles, and a strategy for resolving service breakdowns. The overall message is that customer service requires understanding customer and service fundamentals, strong communication abilities, and a commitment to resolving issues effectively.

1. By Dileep Panoli
dileeppnair@yahoo.com 1

2. Contents:
• Understanding Quality Service and Service
Culture
• Key skills fro Quality Customer Service
• Addressing Customer Different Behavior
Style
• Steps to Resolve Service Breakdown
2

3. 3

4. Service Winners……
4
Those with a 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 primarily as a human relations
profession

5. Service is…..
• Customer in a restaurant want more than a
meal
• Guests in hotels want more than a room
• Client in a transaction want more than a
settlement
• Customer want more that just the product or
service that is offered – they also want to be
treated well
5

6. Service is Intangible
6
Intangibles deal with the human
side of an organization
Service is
Intangible
They include human emotion,
behaviors, understanding ,
feelings and perceptions

7. Service is Intangible
7
• Satisfaction
• Attentiveness
• Flow
• Helpfulness
• Sensitivity
• Tone
• Attitude
• Knowledge
• Understanding
• Tact
• Guidance
Examples of service
intangible:

8. Two Dimensions of Service
SERVICE
8
The procedural dimension
Consist of the established
systems and procedures to
deliver products and/ or services
The personal dimension
How service providers (using
their attitudes, behaviors, and
verbal skills) interact with
customers
SERVICE

9. Two dimensions of Service
9
The Factory
Good in procedural service, bad in
personal service. Motto: `` You are
number. We are here to process
you’’
The Freezer
Low in both personal and
procedural service. Motto:
``We don’t care’’
Quality Customer Service
Excellent in both the procedural
dimensions. Motto: `` We care
and we deliver’’
The Friendly Zoo
Bad in procedural service, good
in personal service. Motto: `` We
are trying hard, but don’t really
know we are doing’’

10. 10

11. Five Elements of Quality Service
11
Reliability Assurance Tangible
Empathy
Responsivenes
s

12. Five Elements of Quality Service
• The ability to provide what
was promised , dependably
and accurately
• Action strategy : make sure
that you correctly identify
customer needs, promise
only what you can deliver ,
and follow through to ensure
that the product or service
was received as promised
12
Reliability

13. Five Elements of Quality Service
• The knowledge and courtesy
of employees, and their
ability to convey trust and
confidence
• Action strategy : take the
time to serve customers one
at a time Provide service
assertively by using positive
communication techniques
and describing products and
services accurately
13
Assurance

14. Five Elements of Quality Service
• The physical facilities and
equipment and the
appearance of personnel
• Action Strategy : maintain
workplaces in a neat, orderly
manner, dress professionally,
and maintain excellent
grooming and hygiene
standards
14
Tangible

15. Five Elements of Quality Service
• The degree of caring and
individual attention provided
to customers
• Action strategy : listen for
emotions in your customers
messages. Put yourself in their
place and respond
compassionately by offering
service to address their needs
and concerns
15
Empathy

16. Five Elements of Quality Service
• The willingness to help
customers and provide
prompt services
• Action strategy : project a
positive, can-do attitude.
Take immediate steps to
help customers and satisfy
needs
16
Responsiveness

17. Service Culture Components
17
Employee roles and
expectations
Policies and
procedures
Management
Support
Delivery system
Training
Motivators and
reward
SERVICE
CULTURE
Products and
services
Service mission

18. Service Culture Components
The direct or vision of an organization
that supports day-to-day interaction
with the customers
The material, products, and services
that are state of the art,
competitively priced, and meet the
needs of the customers
18
Products
and services
Service mission

19. Service Culture Components
The way organization deliver its products and
services
Instruction or information provided through a
variety of techniques that teach knowledge or
skills, or attempt to influence employee
attitude toward excellent service delivery
Monetary rewards, material items, of feedback
that prompts employees to continue to deliver
service and perform at a high level of
effectiveness and efficiency
19
Delivery system
Training
Motivators and
reward

20. Service Culture Components…
The specific measures that indicates what is
expected of employees in customer
interactions and that define how employee
service performance will be evaluated
The guidelines that establish how various
situations of transactions will be handled
The availability of management to answer
questions and assist frontline employees in
customer interaction when necessary
20
Employee roles and
expectations
Policies and
procedures
Management
Support

21. 21

22. What You Should know?
22
Know your
Organization
Know your
Products/ Service
Know your
Customers
Customer
Service
Person

23. Know Your Organization
• Know your
Organization
• Organization
mission and vision
• Organization culture
• Customer
interaction policy ad
procedures
• Company support
for product/ service
23
Know your
Organization
• Organization mission
and vision
• Organization culture
• Customer interaction
policy ad procedures
• Company support for
product/ service

24. • Know Your
Product/Service
• Product/service
development and
quality improvement
process
• Product/Service
configuration
• Performance data and
specification
• Maintenance and
care
• Price delivery
24
Know Your Products / Service
Know your
Products/ Service
• Product/service
development and
quality improvement
process
• Product/Service
configuration
• Performance data and
specification
• Maintenance and care
• Price delivery

25. • Customer Needs
• Customers Concerns
• Customer Personality
25
Know Your Customers
• Customer Needs
• Customers Concerns
• Customer Personality
Know your
Customers

26. Developing Excellent Communication with
Customer
26
Excellent Verbal
Communication skills
Excellent Non-Verbal
Communication skills
Excellent Listening
Skills
Productive
Relationshi
p with
Customers

27. Excellent Verbal communication with
customers
27
Communicati
ng
Positively…
• Plan your messages
• Greet customer warmly
and sincerely
• Be specific
• Use “small talk “
• Use simple language
• Paraphrase

28. Excellent Verbal communication with
customers
28
Communicati
ng
Positively…
• Ask positively phrased question
( Instead, ‘’Why do you feel
that way’’, use: What makes
you feel that way? Instead,
Why do you want that color,
use: What other colors have
you considered?)
• Communicate to your
customer’s style
• Agree with customers
• Solicit customer feedback and
participation

29. Excellent Verbal communication with
customers
Communicati
ng
Positively…
Words and Phrases that
build relationship:
Please
Thank you
I can or will
How may I help you?
I understand how you feel
You’re right
May I
Would you mind…
I apologize for…29

30. Excellent Verbal communication with
customers
30
Avoiding
Negative
Communication
Words and phrases that damage
relationship:
You don’t understand
You don’t see my point
Hold on a second
Our policy says (or prohibits)
That’s not my responsibility
What you need to do is…
Why don’t you
The word “problem”
The word “but”
The word “ no”

31. Excellent Verbal communication with
customers
31
Six C of giving good information to
customers
Clear
Complete Courteous
Concise
Concrete
Correct

32. Non verbal-communication with customers
32
Non verbal
Behavior
Body language
Volume cues
Appearance and
Grooming
Miscellaneous
Cues

33. Non verbal-communication with customers
33
Body Language Volume Cue
• Eye contact
• Posture
• Facial expression
• Gestures
• Pitch
• Volume
• Rate of Speech
• Voice quality
• Articulation
• Pauses
• Silence

34. Non verbal-communication with customers
34
Appearance and
Grooming
Miscellaneous
cues
• Hygiene (regular
washing and
combing of hair,
use mouthwash
and deodorant)
• Clothing and
accessories
• Personal habits
• Proper
etiquette and
manners

35. Positive and Negative Communication Behavior
POSITIVE
• Brief eye contact
• Eyes wide open
• Smiling
• Nodding affirmatively
• Expresses body gestures
• Open body stance
• Listening actively
• Remaining silent as
customer speaks
• Gesturing with open hand
• Clean , organize work area
NEGATIVE
• Yawning
• Frowning or sneering
• Attending to matters other
than the customer
• Leaning away from customers
as he/she speaks
• Subdued or minimal hand
gestures
• Staring blankly or coolly at
customers
• interrupting
• Pointing finger or object at
customer
• Disorganized , cluttered work
space
35

36. Characteristics of Good Listener
36
Good
Listener
1. Empathy
2. Understanding
3. Patience
4. Attentiveness
5. Objectivity

37. Strategies for Improved Listening
• Stop talking!
• Prepare yourself
• Listen Actively
• Show willingness to listen
• Show empathy
• Send positive non-verbal cues
• Don’t argue
• Ask questions
37

38. To listen more effectively…
• Attend Physically –the right language helps us
to focus on the customer and encourages the
customer to give us more information
• Attend mentally – follow the customer’s flow of
thought, listen to understand, not evaluate;
listen first, then assess
• Check it verbally –paraphrase, clarify, probe
further, summarize your understanding
38

39. Dealing assertively with customers
• Look customers in the eyes as you speak
• Grasp firmly without crushing
• Think, plan, speak a specific question
• Stop , gather thoughts, speak
• Apologize if you make a mistake
• Increase volume, sound firm and convincing
• Take responsibility, resolve the problem
39

40. Customer Focused behavior
Customer
Focused
Behavior
• Act promptly
• Guide rather than direct
• Don’t rush customer
• Offer assistance
• Don’t keep customer waiting
• Avoid unprofessional actions
40

41. Addressing Customer
Needs and Behavior Style
41

42. Addressing Customer Needs
To feel welcome To feel appreciated
42
Customer needs
To be understood
To feel
comfortable
To feel important
To be respected

43. Addressing Customer Needs
To feel welcome Use an enthusiastic greeting,
smile, use the customer’s name, thank the
customer, be positive
To be understood Listen actively, paraphrase,
ask key question, give positive feedback,
empathize
To feel comfortable Use enthusiastic welcome,
relieve anxiety through friendly
communication, explain your action calmly,
ensure physical comfort
43
To feel welcome
To be understood
To feel
comfortable

44. Addressing Customer Needs
To feel appreciated thank you the customer,
follow up, go beyond service expectations,
provide “special” offers, remember special
details about the customers
Use the customer’s name, give special treatment
when possible, elicit opinions
Listen, don’t interrupt, acknowledge the
customer’s emotions and concerns, take time to
serve, ask advice elicit feedback.
44
To feel welcome
To be understood
To feel
comfortable

45. Four Style of Behavior
Dominance
Influencing
Steadiness
Compliance
45

46. Four Styles of Behavior
Dominance
Influencing
• Appearance to be quite busy
• May give the impression of not listening
• Displays a serious attitude
• Voices strong opinions
• Appears quite active
• Takes social initiatives in most cases
• Likes to encourage informality
• Expresses emotional opinions(feelings)
46

47. Four Styles of Behavior
Steadiness
Compliance
• Give the appearance of being quite and
reserved
• Listed attentively to other people
• Tend to avoid the use of power
• Make decisions in a thoughtful and
deliberate manner
• Control emotional expressions
• Displays a preference for orderliness
• Tends to express measured opinions
• Sees difficult to get to know.
47

48. Strategies to Deal with Dominance person
Dominance
• Keep the relationship a businesslike as
possible
• Develop strong personal relationship[ is
not a high priority for dominance
person.
• Be as efficient, time disciplined, and well
organized as possible.
• Provide appropriate fact, figures, and
success probabilities.
• Try to identify their primary objectives
and then determine ways to support
with these objectives. 48

49. Influencing
• Be enthusiastic
• Avoid an approach that is too stiff
and formal
• Take time to establish goodwill and
build relationship
• Do not place too much emphasis on
fats and details.
• Plan actions that will provide support
for their opinions, ides and dreams
• Maintain good eye contact
• Be a good listener
Strategies to Deal with Influencing person
49

50. Steadiness
• Take time to build a social relationship with the
steadiness person
• Spend time learning about the things that are
important in this individual’s life,
• Provide personal assurance and support for their
views
• If you disagree with a steadiness person, cur the
desire to disagree assertively; steadiness person
dislike interpersonal conflict
• Give them the time to comprehend your
explanation/response. Patience is important.
Strategies to Deal with Steadiness person
50

51. Compliance
• Provide a thoughtful, well organized
approach
• Take a no-nonsense, businesslike
approach
• Use specific questions that show clear
direction
• Provide detailed and comprehensive
information
• Never pressure the compliance person
to make quick decisions
Strategies to Deal with Compliance person
51

52. Resolving Service
Breakdown
52

53. Service Breakdown
Service breakdowns occur whenever any
products or service fail to meet the
customer’s expectations
53

54. Service Recovery Strategy
Express
respect
Listen to
Understand
Uncover the
expectations
Outline the
solutions
Take action
and follow
through
Double
check for
satisfactions
54

55. Service Recovery Strategy
Express
respect
Listen to
Understand
Uncover the
expectations
“What you are
telling me I’m
important
Listen carefully;
empathize with the
customer; and do
not make excuses or
interruption “Please
tell me what
happened”
“Will you
please tell me
what you feel
need to be
done?”
55

56. Service Recovery Strategy
Outline the
solutions
Take action
and follow
through
Double
check for
satisfactions
“I will take this
action” or “
You have several
choices”
“You refund has
been requested. I
will personally check
with accounting to
ensure your check
goes out Friday”
“I am following
up to make sure
your check
arrived”
56

57. Roadblock to Service Recovery
• Not listening
• Lack of respect
• Inadequate materials or supporting equipment
• Poor or inadequate communication
• Lack of training
• Work conflict
57

58. Dealing with Difficult People
• Don’t take it personally
• Remain calm, listen carefully
• Focus on the problem, not the person
• Reward yourself for turning a difficult
customer into a happy one
• When all else fail, ask for help
58

59. Recommended Further Reading:
1. Robert W. Lucas, Customer Service: Skills and Concepts for
Success, McGraw Hill
2. William B. Martin, Quality Customer Service, Crisp Publication
59

60. Thank You
60

61. Managing Custo
1. Managing Cus
2. Contents : Un
3. www.studyM
4. Those with a
5. Service is…. C
6. Service is Inta
7. Service is Inta
8. Service The p
9. Two Dimensio
procedural dime
10. Key Element
11. Assurance Fi
12. Five Elemen
13. Five Elemen
14. Five Elemen
15. Five Elemen
16. Five Elemen
17. Service Cultu
18. Service Cultu
19. Service Cultu
high level of effe
20. Service Cultu
expectations Po
21. Key Skills for
22. Know Your O
23. Know Your O
24. Know Your P
61