Creating the Customer Service Mindset

By D. Thanusia

B.Ed (Hons.)Teaching English as a Second Language (TESL)

Objectives By the end of this session, participants will beable to:

Describe customer service and its importance to an organisation

Understand the role communication plays in customer service

Apply appropriate techniques when handling customers

What Is Customer Service?• In your groups, answer the following

questions:What is customer service?Why is it important?What’s in it for me?

Customer Service Means…Being extra

ordinary

Go beyond the expectation

Value and Integrity

Ways to delight your customer

Optimize your capability

Ownership

Intention of this session

• Delivering ‘Total Customer Delight’

Switch on your ‘customer

service attitude’

Creating the Customer Service Attitude

• Describe the Company’s Vision & Mission• Define the service product• Explain the concept of “customer service”. • Explore poor and positive customer service

practices• Define effective customer service attitudes,

beliefs and behaviors

The Service Mindset

Activity #1 Thought bubble

From a customer service provider, I expect…

Customer Service is…One Possible Definition:

“The degree of assistance and courtesy granted to those who patronize the

organization.”Customers baseline service expectations

include…• Speedy, accurate resolution• To be treated with care and courtesy

Are Customers Always Right?

LET’S DEBATEIs it true that

“Customers are always right?”

7 things customer wants• Appreciation• Courtesy• Fair Treatment• Honesty• Reliability• Accurate and Complete Information• Understanding

10 Customer Service Beliefs & Attitudes

• Passion for service• Support• Listening• Value of time• Simple solutions• Patience• Empathy

• Commitment• Sincerity• Respect• Helpfulness• Care• Understanding• Responsibility

Why Your Role is Important• Shows that your company is a caring organisation• Helps reduce customer dissatisfaction levels• Assists in restoring customer confidence in organization• Rebuilds relationships that may have been damaged• Helps retain existing customers• Sets the organization’s brand apart from others

Your role as a customer care consultant is vital in maintaining organization’s image as organization that values its customers.

Why Your Role is Important

YOU ARE THE

KEY TO

CUSTOMER SATISFACTION

Ethic of customer service

Treat others like we want others to

treat us……

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

~ Peter Drucker

THANK YOU