THE “ATTITUDE” OF EXCELLENT
CUSTOMER SERVICE
“Treat Your Customers like
Royalty”
by Dr. Valerie Carpenter
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B.T.E.O.T.S.Y.W.B.A.T.:
Define Service
Demonstrate Quality Service through
Role Plays
Identify strategies to cope with difficult
situations
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WHAT IS SERVICE?”
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Service is the work performed by one
that serves.
It is the occupation or function of
serving.
Service is contributing to the welfare of
others.
THREE TYPES OF
SERVICE
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RUDE SERVICE – Service that is given with
a bad attitude
INDIFFERENT SERVICE– Service with a
‘don’t care attitude’
EXCELLENT CUSTOMER SERVICE –
Service that meets and exceeds the
customer’s expectation
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What is an Attitude?
Attitude is the state of mind with
which you approach a situation.
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Who is a Professional?
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Are you a True Professional?
THE PROFESSIONAL IN
THE WORKPLACE
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PEOPLE
APPROACHING
WORK WITH
ENTHUSIASM
A PROFESSIONAL
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Doing things right
in the workplace
Suitably dressed
Arrives on time
Someone skilled
at his/ her job
and who takes it
seriously
BASIC CUSTOMER NEEDS
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The
The
The
The
The
need
need
need
need
need
to
to
to
to
to
feel
feel
feel
feel
feel
WELCOMED
COMFORTABLE
IMPORTANT
UNDERSTOOD
APPRECIATED
WHAT IS CUSTOMER SERVICE?
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Good Customer Service means
providing a high standard of service
to customers (both internal and
external customers)
Customer service is providing good
quality service in a friendly,
efficient and helpful way.
WHAT IS EXCELLENT
CUSTOMER SERVICE?
Excellent Customer Service is
satisfying the customer’s
need; as well as meeting and
exceeding the customer’s
expectations.
WHAT IS EXCELLENT
CUSTOMER SERVICE?
Quality Customer Service
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Develop a culture of customer service
Be responsive to customers
Listen to what they tell you
Strive consistently to improve
services
Place customer service at the center
of doing business
Provide service that focuses on
people
TEN DEADLY SINS
OF CUSTOMER SERVICE
1. Talk or argue with a coworker in front
of the customer.
2. Talk on the phone, even though you
can see there’s a customer waiting
3. Put paperwork before the customer.
TEN DEADLY SINS
OF CUSTOMER SERVICE
4.
Arguing with a customer.
5. Putting a customer ‘down’.
6. Leaving the customer expecting a
reply
7. Giving the customer conflicting or
incorrect information
TEN DEADLY SINS
OF CUSTOMER SERVICE
8. Passing the buck
9. Making the customer feel that
his/her needs are unimportant
10. Presenting a dirty or
unprofessional ‘look’ that the
customer sees.
Developing Strategies
to Cope with Difficult
Situations
Acknowledge the Customer
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Acknowledge their presence
Speak first
Give a warm friendly greeting
Smile and make eye contact
Have an attitude of helpfulness
No matter how busy you are
acknowledge a customer.
Pay Attention to
Your Customer
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Don’t ignore your customers
Customers get annoyed when you
put your paperwork before them,
chat with coworkers in front of
them or talk on the phone, even
though you see they are waiting
Try to help customers right away
Use the Customer’s Name
Repeatedly
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Ask repeat customers their names
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Use the customer’s name frequently
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Make people feel special by
recognizing them
Respect your customers
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Don’t allow appearance or how a
person is dressed or speaks to
influence how you treat people.
Every customer deserves
respectful, attentive service, no
matter who they are
Be A Good Communicator
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Ask the right questions
Be a good listener
Be aware of your body language
Use positive language
Be a good listener
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Give the customer your undivided
attention
Look sincerely at the customer
Maintain eye contact
Express interest
Give positive affirmation such as
nodding the head.
Be aware of your
body language
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Be aware of gestures, positioning,
eye contact, facial expression and
tone of voice
Various body positions send
negative messages.
Let your face smile
Watch your tone of voice.
Use positive language
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How may I assist you?
How can I best help you today?
What would you have me do?
Is there any thing else I can
assist you with?
Use positive language
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I’d be more than happy to …..
Please call me if you need further
assistance
Thank you for the suggestion
I appreciate your patience
Remember the Five P’s
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PROMPTLY
PATIENCE
PLEASANT
POLITE
PROFESSIONAL
Be Prompt
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Respond promptly to the
customer’s request.
Let them know if something will
take longer than usual.
Don’t keep customers waiting for
a long time.
Be Patient
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Exercise patience when
responding
to the customer’s request.
Answer their questions no matter
how silly they may seem.
Give the customer plenty of time to
make a purchase/request a service
- don’t pressure them.
Be Pleasant
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Wear a smile on your face
Compliment the customer
Be friendly
Be Polite
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Be courteous
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Practice good manners with
every one – saying please,
thank you, you’re welcome, etc.
Be Professional
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Act like a professional
Carry yourself with confidence and
pride
Do your job like you know what
you are doing.
Keep Up-to-Date
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Master the facts about your job to
avoid giving incorrect information
Never stop learning. Learn more
about your job every day
Read every thing you can get your
hands on; attend seminars and/or
courses; do research; surf the
internet.
Become an expert in your job
Anticipate the Customer’s
Need before they ask
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Take initiative – they’ve come to
you (your company)
Think of the things your customer
needs and try to provide them
before they ask.
Exceed the
Customer’s Expectations
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Go beyond the call of duty
Give the customer more than they
expect
Give the Customer a “WOW!”
experience.
Do Something Special for
Your Customers
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Treat your customers well
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Do something nice for them
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Treat your customers as you
would like to be treated.
Thank Your Customers
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Thank Customers for visiting you or
your company every time they
come in.
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Demonstrate that you appreciate
the customer’s business.
THE “ATTITUDE” OF EXCELLENT
CUSTOMER SERVICE
“Treat Your Customers like
Royalty”
by DR. VALERIE CARPENTER