1. Customer Service
“It’s an Attitude”
Facilitator: Willie Johnson
Performance Improvement & Training Consultant

2. Learning Objectives
• Emphasize importance
of Attitude in CS
• Raise awareness of CS
mistakes.
• CS Telephone
Techniques
• How to handle the
Irate Customer

3. Service is the lifeblood of any
organization. Everything flows
from it and is nourished by it.
Customer service is not a
department…it’s an attitude.

4. Attitude – Attitude - Attitude

5. Excellence
Many times the difference between
failure and success is doing something
nearly right….or doing it exactly
right.

6. Avoid the Biggest Customer
Service Mistakes
• Lack of urgency
• Not listening
• Asking closed ended
questions ( ??? )
• Lack of concern
• Letting your bad hair
day show
• Poor follow-up

7. Communicate with your customers as
you would with your kids ! Keep it
simple and make sure it is clear; then
make sure they understand.

8. Five (5) Things All Customers
Want
• Communication
• Accessibility
• Knowledgeable
People
• Reliability
• Empathy

9. Keys To Maintaining Superior
Customer Relationships
• Getting closer to your customers and making it
easier for them to do business
• Staying focused on your customers needs
• Evaluating your customers
• Asking for customer feedback
• Letting customers know you appreciate their
business
• Remove “1” simple word:…. BUT
• *Customers may always right; but you the
Customer Service Provider, make the difference!

10. Do something to get excited about ?
Then let it show Then let it show
Share it with Share it with
others others

11. If you want success, get in your customers’
faces and serve them to death.
Tom Peters
Do you think these guys are passionate about their job ?

12. Customer Dislikes

13. Your Friend – The Telephone!!

14. Would you treat these people any differently on the phone
if you could actually see them ??? If so, why ???
Guys: It might be Daisy Fuentes on the line !
Girls: It might be Antonio Banderas calling !

15. Telephone Techniques
• Why do people call?
• Your strategic tool kit ( V and VT )
• Goals of an effective greeting
• Managing the flow of the call
• Wrapping up the call
• Handling Customer Types (i.e. - Irate)

16. The Expert/Walking
Encyclopedia
They seem to know more than you do about
your product and your company. They
flood you with facts and stats.
Solution: Stroke their egos by
complimenting them on their knowledge.
Then ask how you can help them.

17. The Twister
They somehow twist your words into
something you’re sure you didn’t say.
Solution: Keep it short and simple.
Repeat yourself and use closed ended
questions that require a simple yes or no
answer.

18. The Interrupter
They make you want to yell “shut up and
listen,” but you can’t.
Solution: Suggest that the best way for you to
help them is for you to brief them first,
assuring you’ll leave them plenty of time for
any questions they may have.

19. The Assumer
These customers are so quiet, you can’t tell
whether they are still on the phone
“When E.F. Hutton speaks, people listen……..”
Solution: To make sure they understand
what you’re saying, pepper your
conversation with lots of open ended
questions.

20. The “Irate” Customer
• Manage your stress
• Let them tell story
• Apply empathy and
ample reassurance
• Render solution in the
form of an:
– Answer
– Process
– Another Person

21. Taking Care Of Customer
Problems
• When customers bring problems to your
attention, always thank them for addressing
the problem with you and allowing you the
opportunity to solve the problem.
• Apologize if service received was below
standard….
• Remember - you are part of a “BIG” team.
Use other team members to obtain desired
results..

22. Stress = Distress

23. Client Hierarchy of Services
______________________
Anticipate the customer’s ______________________
Level needs and provide services to
4 match, without being asked ______________________
______________________
Service the customer ______________________
Level would love to have, ______________________
3 but doesn’t expect
______________________
______________________
Generally expected
service levels; ______________________
Level
2
nothing special ______________________
______________________
______________________
Minimum service level
Level
necessary to simply ______________________
1
call yourself a business ______________________
23

24. Closing Summary
• Stay focused on customer needs (relationships)
• Be an “active” and Empathic listener
• Become knowledgeable in many areas
• Maintain a positive attitude about your job, your
customer and your organization
• Strive for win-win customer relationships
• Apologize for poor service
• Thank customers for their business

25. In Conclusion
• Great Service
Begins With
You !!