Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.

2. WHAT WE’LL SHARE
• Create long lasting relationships with Customers
• Acquire an in-depth understanding of Customers to customize
our services
• Develop Winning solutions through various Customer Service
Strategies
• Deliver service that will leave a positive, lasting experience on
the Customer’s mind
• Benchmarking with local and international organizations with par
excellence Customer Service Standards

3. Five Modules Altogether
M1: Understand the Essential Knowledge and Skills to Manage and
Provide Quality Customer Service
M2: Appreciate the Importance of Customer Service & Customer
Satisfaction
M3: Realise the benefits of Attracting and Retaining Customers
M4: Utilise specific Techniques to Enhance Long Term Relationship
with Customers
M5: Enhance Customer Satisfaction and Loyalty and Build a Customer
Focused Organization

4. Write
1
2
3
Write
4

5. MODULE 1:
Understand the Essential Knowledge & Skills to Manage and Provide
Quality/Excellent Customer Service

6. Managing & Providing Excellent Customer
Service starts with…..
1. Understanding your Organization
2. Understanding your Responsibilities as a Provider
3. Understanding your Clients/Customers
4. Having a Customer Service Strategy
5. Ensuring EVERYONE walks and talks “Customer Service
Excellence”

7. First Things First
YOU - YOUR CUSTOMERS & YOUR BUSINESS

8. SOME OF YOUR CUSTOMERS - INTERNAL
STAKEHOLDERS
• HUMAN RESOURCE
• FINANCE
• MARKETING
• OPERATIONS

9. SOME OF YOUR CUSTOMERS - EXTERNAL
STAKEHOLDERS
• FARMERS
• MOA
• KADA
• MADA
• CONSUMERS

10. Generally : 3 Reasons Why The Need to be
Customer Centric in a Monopoly
1.First, disruptive technologies and indirect competitors
are changing consumer behaviour and values
2.Second, monopolies are under pressure to become more
efficient by regulators and government stakeholders to
make better asset resource decisions dictated by the future
needs of consumers and continuous pressures on the public
purse.
3.Finally, unhappy customers resisting price rises and poor
service are becoming vocal and this translates into lost votes
for politicians.

11. Potential Challenges may include:
• Communication
• Misalignment
• Teamwork/Engagement
• Conflicting Priorities
• Systems/Processes
• Service Recovery/Problem Resolution
• Time
• Accountability

12. What do we mean by Excellent
Customer Service?

13. Compare Basic Service vs Excellent Service
Basic
• Competent
• Friendly
• Timely
• Listening
• Clear Communication
Excellent
• Passion
• Empathy/Compassion
• Relationship/Engagement
• Anticipatory/Proactive
• Sense of Urgency
• Exceeding Expectations

14. Essential Skills for Customer
Service Excellence
… Know it
… Develop it
… Communicate it

19. Activity: Positive and Negative Communication
Behaviours
Positive
• Smiling
• …
• …
• …
• …
• …
• …
• …
• ….
• …..
Negative
• Frowning
• …
• ….
• ….
• ….
• ….
• ….
• ….
• …

21. Give Examples: How to use the 6 C’s
• Clear…
• Concise…
• Correct…
• Complete….
• Courteous ….
• Concrete …..

23. Excellent Listening Skills Means…
• Stop talking when the customer is talking
• Be prepared
• Listen Actively
• Show willingness to listen
• Show Empathy
• Show Positive non-verbal cues
• Don’t argue
• Ask Questions

24. Characteristics of a Good Listener?
• Empathy
• Understanding
• Patience
• Attentiveness
• Objectivity

26. Research by HBR
…. companies which skilfully manage and
execute Customer Experience Strategies
reap enormous rewards. They achieve higher
customer satisfaction, reduced churn,
increased revenue, and greater employee
satisfaction.

27. Building a Customer Service
Culture
What does it take?

29. Summary: What are the Knowledge & Skills
Needed for Quality Customer Service?
1. Basic Knowledge in Customer Service
2. Knowledge of your Customers & Stakeholders
3. Implementing the Customer Service Strategy
4. Nurturing & Enhancing a Customer Service Culture
5. Continuous Learning and Efforts to achieve Customer Service
Excellence at Bernas

30.  KNOWING IS NOT ENOUGH,
WE MUST APPLY.
 WILLING IS NOT ENOUGH,
WE MUST DO

31. MODULE 2:
Appreciate The Importance of Customer
Service and Customer Satisfaction

32. What do Customers want?
They Quality Service, They want a TREAT!
Trust/Reliability Responsiveness
Empathy Assurance Tangibles

33. TRUST/

34. 1. What is customer service?
• How a company deals with its
consumers before, during and after a
purchase or use of a service.
• A series of activities designed to
enhance the level of customer
satisfaction – that is, the feeling that
a product or service has met the
customer expectation.
•A proactive attitude that can be
summed up as: I care and I can do.

35. Facts about customer service
• 80% of business leaders believe their companies are
doing a good job in the way they treat customers.
• Only 8% of customers agree.

36. Facts about customer service
• 54% to 70% of customers who complain will do
business with you again if they feel their problem is
resolved. That figure jumps to 95% if the customer
feels the complaint has been resolved quickly.
• Outstanding customer service is now rated as being
more important than low prices and quality products!

37. 2. Why it matters?
Businesses need to recognize:
• The benefits of having satisfied
customers;
• The costs of having dissatisfied
customers .

38. The Importance of Customer Service
“There is little difference in people, but that little
difference makes a big difference…The little
difference is Attitude…The BIG difference is
whether it is positive or negative.”
W. Clement Stone
Promoter of Positive Mental Attitude (PMA)

39. 4 Client/Customer Basic Needs
Need to be understood
Need to be welcomed
Need to be treated as an important
person
Need to feel comfortable

42. How can we Make a Difference?
3 Things

43. Knowledge & Skills required to Make a
Difference
• Product/Service Knowledge (Module 1)
• Enhanced Interpersonal Skills
• Listening Skills

44. Interpersonal Communication
& Customer Service
Communication Skills for Customer Service Excellence
- Verbals and Non-Verbals
- Listening skills
- Assertion skills
- Clarity of Expression
44

45. Benefits of Good Interpersonal
Communication at the Workplace
• Better relations with others (Better rapport)
• Enhance self confidence
• Improve Business Potential
• Wider Networking
• Higher Productivity at Work/In business
• Effective Conflict Resolution
• Creative Problem Solving
• Persuasion Skills
• Enhanced Teambuilding Skills

46. It is Purposeful. Each interpersonal interaction has
a purpose or more often, a combination of
purposes
1) To learn
(2) To relate
(3) To influence
(4) To play
(5) To help
Key Principles of Interpersonal
Communication
46

47. It is inevitable, irreversible and
unrepeatable
• It cannot be prevented
• It cannot be reversed
• It cannot be repeated
Key Principles of Interpersonal
Communication
47

48. SENDER (ENCODE) RECEIVER (DECODE)
KNOWLEDGE
SKILLS
ATTITUDE
VALUE
EXPERIENCE
MENTAL EFFECTIVENESS PERCEPTION
PERCEPTION
FEEDBACK
MESSAGE
SOURCE/SENDER
INTERRUPTION
INTERRUPTION
KNOWLEDGE
SKILLS
ATTITUDE
VALUE
EXPERIENCE
MENTAL
EFFECTIVENESS
The Communication Process
48

49. Interpersonal Communication...
Body
Language
Tone of
Voice Words
49
Rub hands activity
... is the way we interact
with and relate to other
individuals

50. MODULE 3: REALISE THE BENEFITS OF
ATTRACTING & RETAINING CUSTOMERS
What are they?

51. Attracting and Retaining Customers Involve:
 Current Market Competition and Challenges
 Responding Effectively to Customers Needs, Wants
and Desires
 Service Breakdown and Service Recovery
 Losing Customers and its Implications to Business

52. Service Recovery Strategies during Breakdowns
Express Respect
Listen to
Understand
Uncover the
Expectations
Outline the
Solutions
Take Actions &
Follow Through
Double-check
for
Understanding

53. “Make new friends, but keep the
old. One is silver, the other gold.”
How does it apply to Customer Service?

54. Discuss: Ladder of Customer Loyalty
Advocate
Supporter
Client
Customer
Prospect

55. MODULE 4: Utilise specific Techniques to
Enhance Long Term Relationship with Customers
The How To of Customer Service

56. One of the fastest ways to improve
customer service and reduce
customer churn is through building
customer relationships that are
strong and ‘sticky’.

57. Six tactics to assist you in Building
Customer Relationships
1. Communicate like a human-being
2. Learn about your customer
3. Live for customer complaints
4. Stay in regular contact with customers.
5. Build trust with customers
6. Practice inbound marketing

58. MODULE 5: Enhance Customer
Satisfaction and Loyalty and Build a
Customer Focused Organization

59. What to consider and what needs re-
examining?
 Creating and Sustaining Customer Service Culture
 Employer-Employee Relationship and its Impact on
Customers
 Turning Moments of Misery to Moments of Magic
 Profiting from Customer Leadership Excellence

60. Employer- Employee Relationship
• Relationship Basics
- Mutual Respect
- Mutual reliance
- Setting Boundaries

61. 5 Highly Effective Habits of Customer
Excellence Leaders
• Incorporate Service Excellence into your Company Core Values
• Hire friendly, dedicated people committed to Customer Service
• Set Customer Satisfaction Goals and Track Success
• Be Proactive not Reactive with Problem Resolution
• Happy Customers are your Best Marketers

62. Turning Moments of Misery to Magic
• Do it by Managing your Moments of Truth
• What are some possible situations and possibilities?

63. CONGRATULATIONS…….