What is customer services, why its important and how it reflects on you business growth.

1. Customer Service

2. Provide excellent
customer service for
expanding our business
Objective
By the end of the program, participants will be able to
Get some techniques
for dealing with
customer
Be familiar of type of
customers

3. • Define customer
service
Customers
ervice
Outline
• Define Communication
Communication
skills
• Effective
Communication• Barriers to Effective
Communication
Skills for Customer
Service
• General Skills
• Using Your Voice
• Body Language
• Telephone Skills
Types of Customer
• Distrustful Customer
• Wavering Customer
• Talkative Customer
• Angry Customer
Summarization
• While dealing with
customer
• Omantel New
Standard

4. Customer Service
we need to improve
customer service

5. Customer Service
Is the service or care
that a consumer
receives before,
during and after a
purchase.

6. The most important thing in customer service
Communication
Communication
Communication

7. Communication Skills
Communication is the process where the one person is expressing his or her idea and
the other one is listening to the idea being expressed by the one who is talking
Behaviour/
Output
Information/
input
What i Mean
What I
understand
The message
Speaking
Writing
Graphics
video,
etc
The
Channel
coding De-coding
At least some code in common
The
recipient
The
messenger

8. Communication is the process where the one person is expressing his or her idea and
the other one is listening to the idea being expressed by the one who is talking
The message
Effective Communication
Checking for understanding
Body language
Clear
ton
Smiling face
Effective
questions
Eye contact
Encouragement to continue
Summarizing

9. The message
Eye contact
Communication Barriers
Distractions Lack of interest TimeLanguage
Noise Disability Discomfort
with the topic
Distance

10. Customer Service Skills (General Skills)
Be a good
team player
Know about your
organization Be organized
Be normalBe aware of
your job
Communicate
well

11. Customer Service Skills (Using Your Voice )
• Become loud when angry or upset
• Speak faster when nervous
• Speak slowly when tired or bored Speak
• Have a cheerful voice
• Tone of voice is warm and understanding
• Find it easy to talk to people you don’t know
• Control your tone in most situations
• Sound bossy
• weak or unsure
• Have a clear and easy-to-hear voice

12. Customer Service Skills (Body Language)
Smile
Be aware of
cultural differences
Introduce yourself
(wear a name badge)

13. Customer Service Skills (Telephone Skills )
• Write down the caller’s name and use it
• Speak clearly and slowly
• State your name and organization
• Don’t eat or drink while on the phone
• Use words to show you’re listening(umm, yes)
• Don’t say rude things while someone’s on hold

14. • Write down the caller’s name and use it
• Speak clearly and slowly
• State your name and organization
• Don’t eat or drink while on the phone
• Use words to show you’re listening(umm, yes)
• Don’t say rude things while someone’s on hold
Coffee Break

15. Types of Customer
• Establish your credibility
Nervous Customer
• Don’t guess or tell them
something you’re not sure of
• Be careful what you say
• Be polite
• Don’t take it personally,
they don’t trust anyone!

16. Types of Customer
• Find out what they really want
Silent Customer
• Ask them for the options
• Be logical with them
• Confirm a plan of action with them
• Let them know exactly what
they will have to do

17. Types of Customer
• Ask closed questions
Talkative Customer
• Provide minimal response
• Smile and be pleasant, but
don’t encourage them
• Thank them for coming, walk
them to the door but don’t be
rude or dismissive

18. Types of Customer
• Listen carefully without interrupting
to understand the problem
Angry Customer
• Stay calm and remain polite
• Don’t take it personally
• Don’t escalate the problem
• Propose an action plan and
follow it

19. Summarization
While dealing with customer
Don’t interrupt the customer
Don’t come to any quick conclusions
Don’t be angry and control your anger
Don’t be negative and be positive in your approach
Don’t carefully to what he/she says till the end
Don’t let them know you are not understood.
Wait until you have the customer's entire explana.

20. Omantel New Standard
Be Customer-Friendly
Greet the customer witha smile, speak pleasantly,
make eye contact, always be friendly to set the
customer at ease
Never say “NO”
Every problem has a solution. whatever the
issue, it is up to you to try and fix it.
Deliver
Make sure all paperwork is completed, all personal verification is
copied, papers are stamped and a receipt is given to the
customer, Be quick and efficient at all times.
Say ‘Thank You’
End the conversation on a positive note, and
thank the customer for choosing Omantel.

21. CUSTOMER SERVICE
THANK
YOU

22. 201

23. Objectives
At the end of this training you will be able to:
• Define the communication
• Identify the communications goal
• Define the method communication.
• know the tips for effective speech
and the tips for effective listing.
• Categorize the communication barriers

24. Definition of communication
What is Communication ?
• Communication is a two-way activity
between two or more people.
• Communication used to share ideas,
information, opinions and feelings.

25. Definition of communication
The communication process consists of a
message being sent and received.
There are four main parts in communication
• Sender (Encode)
• Massage
• Receiver (Decode)
• Feedback
Encode
Noise
Message Decode
EncodeFeedbackmessageDecode

26. Communication Goals
To change
behavior
To get
action
To ensure
understandin
g
To persuade
To get and give
Information

27. Methods of Communication
One-Way Two-Way Collaborative
• Memo
• Faxes
• TV
• voice
mail
• Letter
• Radio
• Team meetings
• Consulting
• Decision making
• Group problem
solving
• Phone
call
• In-person

28. Types of Communication
Verbal
None –
Verbal
VisualWritten
Tone of the voice
Touch
Smell
Body motion
Words
Sound
Language
speaking
E-mails
Reports
Articles
Memos
Photography
Signs
Symbols
Designs

29. Tips for effective speech
•Body
language •Eye
contact
•Smiling
Face
•Speak with
conviction
•Do not read
from notes
•Grab audience
attention

30. Message should be
Targeted Clear
Understood
Massage principles

31. Tips for effective Listening
• Avoid Disturbing
• Take notes effectively
• Establish eye contact with the speaker
• Avoid negative mannerisms
• Exercise your listening muscles

32. Communications Barriers
• Cultural Barriers
• Emotional Barriers
• Language Barriers
• Interpersonal Barriers
• Gender Barriers
Communication barriers

33. Overcoming the Barriers
• IMPROVE LANGUAGE.
• WORK ON BODY LANGUAGE.
• INTERACT WITH QUALITATIVE PEOPLE.
• DO NOT SPEAK TOO FAST.
• USE SIMPLE VOCABULARY.
• Don’t be afraid of asking questions
• Understand first and then communicate
Communication barriers

34. Overcoming the Barriers
Say to yourself
“I will get response”

35. • Write down the caller’s name and use it
• Speak clearly and slowly
• State your name and organization
• Don’t eat or drink while on the phone
• Use words to show you’re listening(umm, yes)
• Don’t say rude things while someone’s on hold
Coffee Break

36. Research Static
Research Shows
Writing Reading Speaking Listening
9%
16%
30%
45%

37. Listening is needed everywhere…
• Continued learning
• Teamwork skills
• Management skills
• Negotiation skills
• Emotional intelligence

38. Paraphrasing, Summarizing and Questioning
Techniques to improve listening skills
PARAPHRASE
Restate what was said
in your own words
SUMMARIZE
Pull together the main
points of a speaker
QUESTION
Challenge speaker to think
further, clarifying both your
and their understanding

39. Paraphrasing, Summarizing and Questioning
Techniques to improve listening skills
PARAPHRASE SUMMARIZE QUESTION
Resources
Everyday Actions
& Methods
1

40. QUESTION / ANSWER
SESSION