Customer Service Training Program: Prepared By: Strategic Hospitality

www.gajananshirke.
com
CUSTOMER
SERVICE
TRAINING
PROGRAM
Prepared by:
Strategic Hospitality
www.gajananshirke.com
Vision :
To strengthen our position as a leading player in the Raigarh hospitality

landscape.
Mission :
To provide our guests a superior hospitality experience at excellent value in

varied market segments.
To provide our employees a great work environment, continuous satisfaction
and growth opportunities, while treating each other with respect and dignity.
To recognize that profitability is essential to our future success and therefore
provide our property owners and investors the highest possible returns.
To focus on our own growth and maintain consistency in product through
warm personalized service and absolute transparency in all our dealings.
To contribute positively to our communities and our environment.
Part 1:
Part 1
ALWAYS REMEMBER, THE CUSTOMER IS THE REASON YOU HA
There is only one boss: the customer.

And he can fire everyone in the company fro
the chairman on down; simply by spending h
money somewhere else.
- Sam Walton
Part 1 www.gajananshirke.com
What is customer
service?
Customer service is forming a
relationship with customers a
relationship that that individual
customer feels that he would like
to pursue.
Kind of service that makes

customer feel special, service
that makes him/her want to come
back and do more business with
the company and recommending
the company to other people.
Essence of Customer Service
Doing ordinary things extraordinary well.

Going beyond what is expected.
Adding value to every interaction.
Being at your best with every customer.
Discovering new ways to delight.
Taking care of your customers like
you would take care of your loved ones.
What do customers expect?

Customers always expect a
TREAT!!!!
Trust (ability to provide what was promised,
dependably and accurately)
Responsiveness (willingness to help

customers promptly)
Empathy (degree of caring and individual

attention you show to customers)
Assurance (knowledge and courtesy you show to

customers, and ability to convey trust)
Tangibles (physical facilities and equipments,

Customer Service is the

lifeblood of an organization.
Exceptional customer service will make customers
often pay more, drive farther, and inconvenience
themselves to do business with a company that
appreciates them, thus building the bond that keeps
customers coming back time and time again.
Exceptional customer service increases

productivity, efficiency and effectiveness. Satisfying an
unhappy customer costs a lot more, both in pesos and
sense, than satisfying a customer on the first try.
Customers when satisfied with the service given

to them, is a large factor for customer retention. In
summary, fulfilling personal and organizational needs,
the importance of how you do things, customers buy
In summary . . .
Good customer service means: Good customer service results
in:
Providing quality product or
service. Continued success.
Increased profits.
Satisfying the needs / wants
of the customer.
Higher job satisfaction.
Improved company or
Resulting in a repeat organization morale.
customer. Better teamwork.
Market expansion of
services / products.
CUSTOMER=REVENUE=JOBS
Treat every customer
as if they
sign your paycheck.
Because they do.
Why is it important to present yourself

positively at all times?
What are some things we should do to
make a positive first impression?
What can happen if customer service is
not important to a business?
I will always greet every guest I meet with a warm and friendly Namaste
I will smile and be cheerful when on duty
When asked for internal directions, I will always escort the guest
My grooming and uniform will be perfect fresh, neat and clean
I will find solutions to guest complaints, even if I am not directly responsible
I will always be polite, never argue or use slang and foul language
My product knowledge will be excellent, so I can provide maximum
information to all our guests
I will be proactive and offer assistance to guests, before they ask for it
Please, Thank you, Excuse me, May I and Im Sorry are my magic
words
I will use the Trinity Standard Phrases in all my guest interactions, in person
and on the phone
Guest privacy is of utmost importance to me I will always respect it
Part 2:
To my
customer.
I may not
have the
answer,
but Ill find it.
I may not
have the
EVOLUTION OF CUSTOMER SERVICE PERSONAL TRENDS
THEN NOW
Personal goal security Personal goal rapid growth
Commodity products Intellectual products
EVOLUTION OF CUSTOMER SERVICE CUSTOMER TRENDS

THEN NOW
Less informed Highly informed
Less choices More choices
Preference less dynamic Ever-changing preference
Satisfied with low priced, Demands customized
mass produced product / solution
services Selection of a product
Selection of a product based on convenience and
mainly based on price. convergence.
EVOLUTION OF CUSTOMER SERVICE CORPORATE TRENDS
THEN NOW
Interested in customer Interested in customer
acquisition insights, relationship focus
Profit on each sale
Profit on customer lifetime
value
Price based on cost of Price based on perceived
production value
Decision-making based Decision-making based on
on logic synthesis
Regular customer data Regular and speedy
not required collections of customer data
1. Commit to quality service.

- create a positive experience for the customer.
- go above and beyond customer expectations.
2. Know your products.
- helps win a customers trust and confidence.
3. Know your customers.
- tailor your service approach to their needs and buying habits.
- get to the root of customer dissatisfaction by talking to
people and understanding complaints.
4. Treat people with courtesy.
- every contact with a customer leaves an impression.
- use phrases like sorry to keep you waiting , thanks for
your order, youre welcome and its been a pleasure helping
you.
5. Never argue with a customer.
- be solution focused than problem focused.
-
10 RULES FOR GREAT CUSTOMER SERVICE (contd.)
6. Dont leave customers hanging.

- all communications with a customer needs to be handled with a sense of urgency.
7. Always provide what you promised.
- failure to do this is a sure way to lose credibility with your customer.
- if you cant make good on your promise, apologize and offer some type of
compensation.
8. Focus on making customers, not making sales.
- focus on the quality rather than the volume of sales.
- research show that it costs 6 times more to attract new customer than it does to keep
an existing one.
9. Assume that customers are telling the truth.
- majority of customers dont like to complain; in fact, theyll go out of their way to
avoid it.
10.Make it easy to buy.
- make the process simple and user-friendly.
Culture of
Commitment.
The transition from

ordinary to extraordinary
performance happens
through a culture of
commitment , where
frontline people reflect to
the outside the intense
pride and ownership
they are experiencing on
the inside.
TYPES OF CUSTOMERS
EXTERNAL CUSTOMERS include not just
the paying customer but also anyone who receives
the benefit of the goods and services.
INTERNAL CUSTOMERS are specific

people and departments who play in helping you to
serve external customers.
BABY STEPS IN CUSTOMER SERVICE

The basics are the basis of customer service.
Baby Step #1: First Impressions Matter

Baby Step #2: Courtesy Counts
Baby Step #3: Attitude is Everything
Baby Step #4: Doing the Right Thing: the Ethical
Issues
Baby Step # 1: First Impressions Matter
First impressions are mental snapshots you take

when you first encounter a person or situation. It includes
a persons looks and actions, including general grooming
and cleanliness, clothing, voice tone, attitude, body
language and posture.
Steps in Making Good Impression:

1. People see you first, hear you second.
2. Wear appropriate clothing for the work you do.
3. Make sure you are groomed.
4. Maintain a relaxed and open demeanor.
STEPS IN MAKING GOOD IMPRESSION:
1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND

- looking good at work and your appearance should fit the work you
do.
2. WEAR APPROPRIATE CLOTHING FOR THE WORK YOU DO.

- wear the type of clothing that fits the personality of your business.
- always lean towards dressing conservatively if you are
unsure of what is suitable to your job.
3. MAKE SURE YOU ARE GROOMED
- this means your hair and fingernails are clean and groomed; your face,
body, and teeth are clean; your clothes are clean and well-pressed; your shoes
polished, your hair is properly styled; and your over-all image is professional.
Put all that together and you present a groomed look.
4. MAINTAIN A RELAXED AND OPEN DEMEANOR

- Hold your head high, and keep your facial expressions friendly. Make
eye contact when talking to someone. Smile as often as appropriate; smile
often. A smile goes a long way, both personally and interpersonally. When you
smile, you feel better. When you smile, you make others feel better.
Baby Step # 2: Courtesy Counts

Unlike children, as adults, you are not going to receive
constant praise for being courteous, but people will
appreciate your behavior. When your act courteously,
you send a positive and become a natural part of your
vocabulary and personality.
Steps in Developing Courtesy:

1. Say Please, Thank you and Youre Welcome.
2. Say Excuse Me and Im Sorry.
3. Use Sir and Maam.
4. Use a persons name when you know it.
5. Use Yes rather than Yeah.
6. Say it with a smile.
STEPS IN DEVELOPING COURTESY:
1. SAY PLEASE, THANK YOU and YOURE WELCOME

- say please when asking something and also learned to say
please when you responded to others (e.g. Yes, please).
- say thank you when someone did something for you.
- say youre welcome when someone thanked you for doing
something.
2. SAY EXCUSE ME AND IM SORRY

- say excuse me when you do not understand someone, when
someone was on your way, or when you inadvertently did something
wrong;
- say Im sorry when you did something wrong or made a mistake.
3. USE SIR OR MAAM

- even if these words are signs of respect, be careful how you
accentuate these words.
- wrong emphasis can make you sound sarcastic, however, right
emphasis can make you sound respectful.
STEPS IN DEVELOPING COURTESY:
4. USE A PERSONS NAME WHEN YOU KNOW IT

- everyone enjoys hearing his / her name, so if you know your
customers name use it. Also be sure to give your customer your name.
- always try to practice name re-calling.
5. USE YES RATHER THAN YEAH

- use Yes instead of yeah to sound professional, intellectual and
respectful.
6. SAY IT WITH A SMILE

In todays fast-paced world, smiling when you speak does come
across loud and clear. Whether you are speaking face-to-face or by
telephone, our customer will see or hear the smile in your voice.
Baby Step # 3: Attitude is

Everything
Attitude is everything. Good or bad. Whether yours is good or
bad, your attitude is what people are going to remember about you.
When you interact with customers, you may not get a second chance.
Even if you are not as naturally positive person you can learn to have a
more positive attitude. It begins by learning to APPRECIATE.
Steps in developing positive attitude:

1. Appreciate the good in yourself and in others.
2. Believe in yourself.
3. Believe you can make a difference.
4. Keep an open-mind ; do not stereotype people.
STEPS IN DEVELOPING POSITIVE ATTITUDE:
1. APPRECIATE THE GOOD IN YOURSELF AND IN OTHERS

Appreciation can be learned by changing your self-talk (the words
you use when you think) to think positive thoughts. For example,
change Ill never do this right to next time Ill do this better. This
also goes for thoughts about your customers (e.g., Look at his old lady.
She doesnt look like she has a clue about television sets. This is going
to be a tough one to handle. Change this mindset to Ill do what I can
to help this customer. She mentioned she doesnt know a whole lot
about all the new type sets, so Ill do my best to explain them all.).
2. BELIEVE IN YOURSELF
When you stop your negative self-talk, you will start to believe in
yourself. Saying things such as, Ill never do this right, only sets you
up for failure. Changing your self-talk to next time Ill do it differently
sets you up for success. When you begin to believe in yourself, you will
begin to feel more confident. When you feel more confident, you will
begin projecting a powerful image to others. To your customers, you will
project an image of someone who believes in yourself, your company,
and your products.
STEPS IN DEVELOPING POSITIVE ATTITUDE:
3. BELIEVE YOU CAN MAKE A DIFFERENCE

When you believe in yourself and gain confidence, you will naturally
progress to believing that you can make a difference in the lives of
others. When you believe you can make a difference, you will find ways
to make it happen. At work, look for ways to make a difference by being
helpful, interested, and caring toward your customers.
4. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE
When the employee thought about the older woman who did not know
what she wanted and was going to be tough to handle, he was accepting
a negative stereotype about older people before he talked to her. That
older woman might be smarter and sharper than he is. Stereotypes can
skew first impressions. Do you want people to stereotype you? When you
change your thought process and stop stereotyping others, you will
change the way you present yourself.
Baby Step # 4: Doing the Right Thing:

Ethical Issues
Being ethical means being honest, doing the right thing, and
being accountable for your actions.
Steps to develop ethical ways of doing things:

1. Always be honest.
2. Do the right thing.
3. Do what you say when you say you will.
4. Be accountable for your actions.
STEPS TO MAINTAIN ETHICS IN DOING THINGS:
1. ALWAYS BE HONEST
Being honest at all times will make your life far less complicated. When
you are truthful, you do not have to remember what you said to whom.
Being truthful is important to your customer. If you become dishonest,
the truth always has a way of coming out. When people find out you
have not been completely honest, they will no longer trust you.
2. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE
When the employee thought about the older woman who did not know
what she wanted and was going to be tough to handle, he was accepting
a negative stereotype about older people before he talked to her. That
older woman might be smarter and sharper than he is. Remember first
impressions? Stereotypes can skew first impressions. Do you want
people to stereotype you? When you change your thought process and
stop stereotyping others, you will change the way you present yourself.
STEPS TO MAINTAIN ETHICS IN DOING THINGS:
3. DO WHAT YOU SAY WHEN YOU SAY YOU WILL

Become a person others can rely on. When you give a customer your
word, mean it. Let your word be your bond. Erase the words I cant and
no from your vocabulary. If you cannot do what the customer asks, explain
instead what you can do. It is all right to say I dont know. Follow up with
Ill find out for you.
4. BE ACCOUNTABLE FOR YOUR ACTIONS

When you take responsibility and own up to your mistakes, people will
respect you. No one expects you to make the right decision 100% of the time.
We are all human and are all going to make mistakes. What sets ethical
people apart is that they hold themselves accountable for their mistakes. This
may not be easy at first, but it is the right thing to do. People will appreciate
that you are able to admit you did something wrong. You will also have an
added benefit: You will respect yourself more when you take responsibility for
your actions.
Part III:
Excellent Service throu

Excellent Communicat
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
Excellent Service through Effective

Communication
SIX STEPS TO EFFECTIVE COMMUNICATION
Saying What You Mean and

Meaning What You Say.
What You Dont Say;
Non-Verbal Communication.
Putting Words Together:
Grammar Usage.
Asking the Correct Questions and
answering the Questions Correctly.
When the Customers Says No.
Listening Actively.
Always Remember:
In your dealings with customers, be

the one to initiate honest, respectful
and thoughtful communication.
Because to them, you not only
represent the company.
YOU ARE THE COMPANY.

Step 1:SAYING WHAT YOU MEAN AND MEANING WHAT

YOU SAY
The message has to get across the way you mean it ;
otherwise you may not get a second chance.
HOW TO DO IT?
Choose the right words.
Make sure the voice tone fits the message.
Adding welcome words.
Keeping business conversation professional.
Excellent Servicewww.gajananshirke.com
through Effective
Communication
Choose the Right Words.
- choose the words that will be understandable to the customer.

- opt for easy and familiar words when communicating, especially if
the customer is not so familiar with the company or product.
Make sure your voice tone fits the message your

sending.
- how to say something is more important than what you say.

- pay attention to your listeners nonverbal cues to make sure your
tone
fits you customer.
Add welcome words to your vocabulary.
- using words that sound positive and confident projects a positive

and confident attitude.
- Yes, Ill be happy to!, Sure, I can!, Absolutely!
Keep business conversations professional.

- draw the line between being professional and getting personal.
Excellent Service www.gajananshirke.com
through Effective
Communication
Step 2: WHAT YOU DONT SAY : NON-VERBAL

COMMUNICATION
How you say something is more important than the words you choose, but
what you do when you convey a message is also important .
STEPS TO IMPROVE NON-VERBAL COMMUNICATION

Smile often.
Make eye contact.
Maintain good posture.
Keep your energy level steady.
Communication
Step 3: PUTTING WORDS TOGETHER : GRAMMAR

USAGE
Proper grammar is critical to effective communication. When you use proper

grammar, it is easier to send the right message.
HOW TO PROPERLY COMMUNICATE WITH CUSTOMERS:

Reflect your companys personality.
Speak clearly.
Use everyday language.
Avoid using jargon, company terms
and technical language.
Communication
Step 4: ASKING the CORRECT QUESTIONS and

ANSWERING the QUESTIONS CORRECTLY
We ask questions for many reasons. As customers, we ask questions to

gather new information and acquire additional information. Employees
ask questions to figure out how to solve a customers problem or to resolve a
customers complaint.
Open Questions require more than a yes or no answer and encourage

the customer to give information.
Closed Questions require one word or short answer

and are often used for clarifications.
Communication
TIPS IN MAKING GOOD QUESTION AND GIVING RIGHT
ANSWER:
Keep your questions simple.

Ask open questions when you need information.
Ask closed questions to control the conversation.
Take time to understand the customers question first before
answering it.
Try to give more than a one word answer.
Communication
Tips in Making Good Question and Giving Right Answer (contd.)
Keep your questions simple.
- stick to one type of question.
- do not lump series of questions together so that customer will be
able to answer correctly and completely.
- e.g., tell me about,tell me more, Id like to get information
on,kindly describe..

- begin with what, why and how.
- use when you need information and when you want to encourage
the customer to talk.
- e.g. how do you, what would you like, what else,
how will.
Ask closed questions to control conversation.

- use when you need specific answer like yes, no or short answer,
or to clarify information.
- start with is, are, do, can, will if you require only a yes or
no answer.
- start with who, would, how, or where if your require only a
short answer.
- e.g. are you.., do you think.., will you, would you
like,where do you.., how many
Communication
Tips in Making Good Question and Giving Right Answer (contd.)
Understand the customers question before answering it.
- recap or rephrase the question or ask a clarifying question if you do

not clearly understand the question.

- begin with what, why and how.
- use when you need information and when you want to encourage
the customer to talk.
- e.g. how do you, what would you like, what else,
how will.
Communication
Step 5: WHEN THE CUSTOMER SAYS NO
Always do what is right for the customers and uncover the reason for
objections, even if you have offered a valid solution and the
customer still says no.
STEPS ON HOW TO FIND SOLUTION

TO CUSTOMER OBJECTION
Listen to the customers objection

Acknowledge the objection
Follow-up with a question
Consider the customers action
Communication
Steps on How to Find Solution to Customer Objections

Listen to the customers objection.
- discover and understand the reason/s behind the customers
objection by asking a combination of open and closed questions.
Acknowledge the objection.

- validate the customers reason, then respond with positive
statement.
- empathize with customers objection, but make sure you put
additional benefit to the solution you proposed.
Follow-up with a question.

- make a follow-up question to validate or clarify if the customer
finally agrees on youre your proposal.
- e.g. how do you find my proposal.., would that be fine with
you?...
Consider the customers answer.

- the customers response will determine if you successfully made
the customer believe in you.
Communication
Step 6: LISTENING ACTIVELY
Effective communication is not just dependent on your

ability to talk and write well.
TIPS ON HOW TO ACTIVELY LISTEN TO CUSTOMERS
Focus entirely on your customer.

Listen completely.
Remain objective ; do not judge.
Listen to what not is said.
Communication
Steps on Listen Actively to Customers
Focus entirely on your customer.
- think of that customer you are helping is the only customer in your
business so that you will be able to give your full attention.
Listen completely.
- pay complete attention to the customer while he/she is speaking.
- do not think of any response yet while the customer is talking.
Remain objective ; do not judge.

- gathering all relevant information.
- paraphrase the customers words or ask more questions to clarify.
Consider the customers answer.

- the customers response will determine if you successfully made
the customer believe in you.
Listen to what not is said.

- pay attention to customers body language and expression.
- reading between the lines.
Food
Try to erase the words I cant. Instead, try to
focus on what you can do by saying heres
what I can do for you if the customer is asking
you to do something you cant.
for Always be truthful about your products, services

and policies. Never make misleading claims.
Thought We all carry emotional baggage. Never make

your customers and co-workers suffer because
you are having a problem. Remember that
everyone has problems. Use your time to let go
of personal baggage.
Never comment negatively about competitors. If

a customer asks for a comparison or leads you
to say something negative, say I dont know
about that but let me explain our policy.. or I
dont know enough about that to comment.
Customer service begins when you are

courteous to your customers.
Communication
QUICK QUOTES
Actions speak louder than words
Try very hard to avoid saying no
Erase the words I cant from your vocabulary
Tell customers what you can do
Never use inappropriate language with a customer
Listen, listen, listen
Listen for what is not said
Never jump to conclusions
Use language your customers understand
Display empathy to show your customers you understand

JUMPING IN WITH BOTH FEET:

RELATIONSHIP BUILDING
Anyone who thinks

customers are not
important should try
doing without them
for a
week.
- Anonymous

to provide the best possible service, you must get close to
your customers by building a strong relationship with them
STEPS
Establishing Rapport
Interacting Positively with Customers
Identifying Customer Needs
Making the Customers Feel Valued
Maintaining Ongoing Relationship
Handling Different Types of Customers

Step 1: ESTABLISHING RAPPORT
Rapport begins the moment you start communicating with your

customers.
TIPS ON HOW TO ESTABLISH RAPPORT:
Be friendly.
Be interested.
Be sensitive.
Be trustful.
Find common ground.
TIPS ON HOW TO ESTABLISH RAPPORT
Be friendly.
- you show them from the start, that you are a person who is
approachable
and willing to help.
Be interested.
- means listening and responding accordingly.
- thinking of ways to brighten other peoples day.
Be sensitive.
- being empathetic and considerate of peoples situation.
Be trustful.
- demonstrate that you can be trusted by being honest and ethical in
everything you do. It is also demonstrated by treating people with
dignity and respect.
Find common ground.

- when listening to your customers statements try to find something
you have in common
Step 2: INTERACTING POSITIVELY WITH

CUSTOMERS
Be a person who brings others up and continues to bring relationship.
TIPS ON HOW TO INTERACT POSITIVELY
Be helpful.
Be committed.
Be a problem solver.
Be credible.
Believe in your products or services.
TIPS ON HOW TO INTERACT POSITIVELY
Be helpful.
- show your customers you care by giving the extra mile for them.
Be committed.
- give your customers 110%.
- committing yourself to your company and to your customers will
make you look for ways to make things better.
Be a problem solver.
- be a part of the solution by looking for answers rather than focusing
on what is wrong.
- people who focus on problems complain; people who focus on
solutions find ways to make a difference.
TIPS ON HOW TO INTERACT POSITIVELY (contd.)
Be credible.
- being knowledgeable of your products and company.
Believe in your products and services.

- believing that your products and services will help your customers is
crucial to doing the right thing for them.
Step 3: IDENTIFYING CUSTOMER NEEDS
When you deal with customers, your job was to uncover their needs.
STEPS IN IDENTIFYING
CUSTOMERS NEEDS
Ask questions.
Summarize customers needs.
Recommend appropriate solutions.
Handle objections.
STEPS IN IDENTIFYING CUSTOMERS NEEDS
Ask questions.
- when customers do not know how to tell you what they need, it is
your job to figure out what they need.
Summarize customers needs.

- summarize your understanding of what the customer told you.
Recommend appropriate solutions.

- make sure that your recommendations are based on what the
customer told you.
- refer to things the customer said when making your
recommendations.
Handle objections.
- answer the customers silent question what is it going to do with
me?
Step 4: MAKING THE CUSTOMER FEEL VALUED
Communicating effectively and building positive relationships to make

customers feel valued.
WAYS TO MAKE CUSTOMERS FEEL VALUED
Go out of your way to customers.

Validate customers decision.
Instill positive feelings.
WAYS TO MAKE CUSTOMERS FEEL VALUED
Go out of your way to customers.

- trying to give customers more than what they asked for.
Validate customers decision.

- always validate your customers decision even if you do not agree
on their choices.
Instill positive feelings.

- never make customers feel bad about their decisions.
Step 5: MAINTAINING ONGOING RELATIONSHIP
Remember your customers.

Learn customers name.
Remember something about your
customers.
Learn your customers preference.
Step 5: HANDLING DIFFERENT TYPES OF
CUSTOMERS
The pushy, obnoxious customer.

The timid, indecisive customer.
The overly friendly, flirty customer.
The culturally different customer.
Customers with disabilities
The pushy, obnoxious customer.

- remain calm; speak softly and control your voice inflection.
The timid, indecisive customer.

- be patient; be sensitive to timid and indecisive customers and help
them become more talkative by asking questions and encouraging them to
talk.
The overly friendly, flirty customer.

- be professional ; guide your conversation on business by not
fostering overly friendly or flirty customers by being overly friendly in return.
The culturally different customer.

- be tolerant ; kindness, a smile, honesty and empathy translate into
any language and across any barrier.
The customers with disabilities

- be respectful as people with disabilities just wanted to be treated
like everyone else.
Step 5: HANDLING DIFFERENT TYPES OF
CUSTOMERS
HOW TO IDENTIFY DIFFERENT

PERSONALITIES ACCORDING TO SENSES:
Visual People.
Kinaesthetic People .
Auditory People.
The Visual People.

- see the sense, looks to me like, appears to me, short-
sighted, see eye to eye.
- may greet you with nice to see you
The Kinaesthetic People.

- it feels right, get the grips with, hand in hand, slipped my
mind, lets lay the cards on the table.
- may greet you with how are you feeling today?.
The Auditory People.

- I hear what youre saying, loud and clear, unheard of, word
for word.
- may greet you with I heard you were coming today or I heard
the jobs doing well.
QUICK QUOTES
Do everything you can to help your customers
Relationships are built on trust
If in doubt, rule in favor of the customer
Find ways to give customers more than they expect
Tell your customers you appreciate their business
When you make a mistake, make it right with the customer
Perception is everythingto your customers; their perception is

reality
Try to see things from the customers perspective
Treat all customers equally
The customer is the reason you have a job

Part IV:
PUTTING CUSTOMERS
FIRST
Isnt it really customer

helping rather
than customer service?....
And wouldnt you deliver better
service
if you thought of it that way?
- Jeffrey Gitomer
PUTTING CUSTOMERS FIRST
FACE-TO-FACE CONTACTS
Customers may come into business
because of the products but they will
decide to come again because of the
way they are treated.
WAYS TO PROVIDE EXCEPTIONAL

FACE-TO-FACE CUSTOMER SERVICE
Saying Hello:
Greeting the Customer
Between Hello and Goodbye:
Helping the Customer
Saying Goodbye:
Ending the Interaction
STEP 1: SAYING HELLO: GREETING THE CUSTOMER
Greet every customer.

Make an impressionable opening statement.
- saying more than hello, e.g. Welcome to Plastilens, Were
glad you came in.
- if you know the customer, and had visited previously, greet
them differently by addressing them by name, e.g. Hi, Doc ____! Its
nice to see you again.
Ask, or say how are you can provide and give your
name.
- my name is ______ , and Ill be happy for you to serve you.
or My name is _______ and if you have any question, or need Ill be glad
to assist you
Tune in to your customers.
- pay close attention to customers body language and moods
so that you will be able to know how to make them be at ease.
STEP 2: BETWEEN HELLO AND GOODBYE : HELPING

THE CUSTOMER
Pay your full attention to that one customer.

Show and tell.
Make the most of your question.
TIP:
If a phone call comes in while you are helping a customer, ask
the caller
to hold while you finish or offer to call back. Never make the
customer,
who is ready to do business, wait while you take a call.
STEP 3: SAYING GOODBYE : ENDING THE

INTERACTION
Find the best solution.

Make sure customer is satisfied.
- Is there anything else I can help you with?, or Do you have
further question about our products?.
Thank customers for coming in to your business.
- Enjoy your new _______., Thank you for coming.
Think of It:
Every business provides customer service. It is importa
that anyone in any business who interacts with custome
Understands this.

QUICK QUOTES
Greet your customers when they walk through
your door.
Make your customers feel welcome.
Smile and show enthusiasm for your work.
When customers come into your business,
remember that they make your job possible.
Keep a positive and friendly demeanor.
Show, do not tell, where to find something.
Tell your customers the benefits of your solution.
Never take a personal phone call
in the presence of customers.
Never stand around looking bored;
find something to keep you busy.
When customers leave your business,
TELEPHONE CONTACTS
Customers hear your smile through
Your voice.
STEPS FOR EXCELLENT SERVICE TO

PHONE CUSTOMERS
Putting Best Ear Forward

Saying Hello : Phone Etiquette
Between Hello and Goodbye:
Helping the Customer
Saying Goodbye : The Closer
STEP 1: PUTTING THE BEST EAR FORWARD
Listen to customers opening statement.
Write down or input key points.
Listen without interrupting.
Give the customer the assurance that you are helping

with full attention.
STEP 2: SAYING HELLO : PHONE ETIQUETTE
Answer on the first ring.
Give the name of your business, your name, and then an

opening statement or question.
Sound enthusiastic and ready to help.
Work on relationship building from the beginning of

contact.
Address the customer by name.


THE CUSTOMER
Assure the customer you can help.

- absolutely! I can help you with that.
- if you will refer customer to another department or employee, say
Im to transfer you to the department that can take care of this for you, but I will
stay on the line until someone answers.
Summarize or paraphrase customers statement.

- re-cap customers statement without verbatim.
Verbalize what you are doing.

- tell your customers what you are doing throughout the contact.
Put your personal touch into the contact.

- talk to the customer while you are waiting or checking on something.
- avoid dead air (no conversation for a period of time during contact)
TIP: If you are a new employee, it is all right to say so. Everyone has
been new at a job, and customers will not only relate but will appreciate
your honesty. You can explain, I appreciate your patience. Im new and I
want to make sure I input everything correctly for you.

THE CUSTOMER (contd.)
Before a lengthy pause, tell customer what is happening.

- Im still looking at___________. This will take just a few minutes.
When putting customers on hold, explain why.

- May I put you on hold for a minute so that I can __________.
TIP:
If the wait time will be extremely long, offer a call
back. Always make a specific commitment. Say, Ill get
back to you by five today with the information, rather
than Ill call you back as soon as possible. As soon as
possible may mean one time frame to you, an entirely
different time frame to your customers.

STEP 4: SAYING GOODDBYE : THE CLOSER
Recap what you are going to do.
Gain the customers acceptance.
Ask if you can help with anything else.
Thank the customer contact.


QUICK QUOTES
Answer the phone on the first ring.

Listen closely to the customers opening
statement.
Allow the customer to speak without
interruption.
Establish your credibility by assuring your
customer you can help.
Your attitude comes through the phone lines;
make yours a positive one.
Give the customer your full attention
If the hold time will be long,
offer to call back within a specific time frame
Build rapport throughout the contact by
talking to your customer
Vocalize your responses so your customer
will know what you are doing
Thank your customer for calling the
business
Part V:
HANDLING DIFFICULT
CUSTOMER CONTACTS
Your best customers leave quite

an impression.
Do the same, and they won't leave
at all.
- SAP Ad
HANDLING DIFFICULT CUSTOMER CONTACT
When a customer complains, look at it as an opportunity to improve.
STEPS TO EFFECTIVELY HANDLE

DIFFICULT CUSTOMER CONTACTS
What Is Going On : Determine the

Reason for Complaint
What Caused It : Identify the Root
Cause of the Problem
What Can I Do : Rectify the
Situation
What Can I Say : Acknowledge the
Problem
STEP 1: WHAT IS GOING ON : DETERMINE THE REASON

FOR COMPLAINT
Assure the customer you are going to help and that you will
do all that you can to solve the problem.
Restate the customers opening statement .
Listen very carefully and attentively.
Write down important details.
Display empathy.
Remain composed.
TIPS 101
If an angry customer immediately asks for your manager
or the owner of your company without first giving you a chance
to help, try this approach:
Mr.______, please give me the opportunity to resolve the
problem. Im confident that I will be able to help you, but if you
are still not satisfied, I will personally refer your problem to my
manager (or owner). Your confident manner will give the
customer the peace of mind that you are truly interested in
resolving her problem.
If a customer uses profanity, calmly say Mr. _______, I
understand you are upset, and I am going to help you, but there is
no reason to use profanity. In most cases the customer will stop.
If he continues, calmly say, Again, I am going to work with you to
resolve your problem. Will you please explain to me what
happened without using profanity? maintaining a calm
demeanor, your customer will begin to calm down.
STEP 2: WHAT CAUSED IT : IDENTIFY ROOT CAUSE OF

PROBLEM
Investigate the situation.
Determine if customer has valid complaint .
Apologize.
Explain what happened.

STEP 3: RECTIFY THE SITUATION
Tell the customer what you are going to do to solve the

problem.
Focus on what you can do.
Offer your best solution.
Never assign blame when you offer solution, do not fault

the customer.
Display empathy.
Offer an alternative solution

STEP 4: WHAT CAN I SAY : ACKNOWLEDGE THE PROBLEM
Thank the customer for allowing you to make things right.
Tell what you will do to avoid future problems.
Offer some sort of compensation or restitution.
Make a follow-up call or visit.


STEP 5: WHAT NEEDS TO BE DONE:
Analyze what went wrong.
Recommend a review your companys policies and

procedures.
Offer some sort of compensation or restitution.
Change what you can to make things better.
HOW TO FIX WHAT NEEDS FIXING:

How easy is it for customers to do business with you?
Which of your policies makes it difficult to satisfy
customers?
In what areas of your business do you get repeat
complaints?
ALWAYS REMEMBER:
When you deal with customers, there are going to

be problems. Whether the problem is caused by
the customer or by the company, what is
important in any contact with a difficult customer
is what you do to resolve the problem and how
valued you make the customer feel .

QUICK QUOTES
Put yourself in the customers shoes

and try to see things from their
perspective.
The customer is not angry at you
personally.
Focus on the problem, not the persons
attitude or behavior.
Display empathy towards the
customers situation.
Think about what you can do.
Be part of the solution.
Take pride in turning an upset customer
into a satisfied one.
Never interrupt when customers are
telling their side of things.
It is all right to ask for the customers
ideas for solutions.
Feel proud when you can turn an upset
Part VI:
being the best

that you can be:
THE
TOTAL
PACKAGE
Being the best that you can be :
THE TOTAL PACKAGE
Take responsibility for your actions.
Be the person you want to be.
Set goals for yourself.
Keep looking forward.
Measure your own level of performance.
Keep striving.
Be a good listener.
Enjoy and have fun.

Being the bestwww.gajananshirke.com
that you can be :
THE TOTAL PACKAGE
QUICK QUOTES
Give each day 110%.
Be accountable for your actions.
Being good at what you do makes doing it a

pleasure.
Learn from your experiencesgood or bad.
Be part of the solution, not part of the problem.
Try to come up with better ways to do things.
Set performance goals for yourself.
Take pride in everything you do.
Make yourself the best product out there.
Have fun at your job.

Let`s Plant a Customer Service Culture Tree

Today
THANK
YOU!

Customer Service Training Program: Prepared By: Strategic Hospitality

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Customer Service Training Program: Prepared By: Strategic Hospitality

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www.gajananshirke.

To strengthen our position as a leading player in the Raigarh hospitality

To provide our guests a superior hospitality experience at excellent value in

There is only one boss: the customer.

Kind of service that makes

Essence of Customer Service

Doing ordinary things extraordinary well.

What do customers expect?

Responsiveness (willingness to help

Empathy (degree of caring and individual

Assurance (knowledge and courtesy you show to

Tangibles (physical facilities and equipments,

Customer Service is the

Exceptional customer service increases

Customers when satisfied with the service given

Why is it important to present yourself

EVOLUTION OF CUSTOMER SERVICE PERSONAL TRENDS

EVOLUTION OF CUSTOMER SERVICE CUSTOMER TRENDS

EVOLUTION OF CUSTOMER SERVICE CORPORATE TRENDS

1. Commit to quality service.

10 RULES FOR GREAT CUSTOMER SERVICE (contd.)

6. Dont leave customers hanging.

The transition from

INTERNAL CUSTOMERS are specific

BABY STEPS IN CUSTOMER SERVICE

Baby Step #1: First Impressions Matter

Baby Step # 1: First Impressions Matter

First impressions are mental snapshots you take

Steps in Making Good Impression:

STEPS IN MAKING GOOD IMPRESSION:

1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND

2. WEAR APPROPRIATE CLOTHING FOR THE WORK YOU DO.

4. MAINTAIN A RELAXED AND OPEN DEMEANOR

Baby Step # 2: Courtesy Counts

Steps in Developing Courtesy:

STEPS IN DEVELOPING COURTESY:

1. SAY PLEASE, THANK YOU and YOURE WELCOME

2. SAY EXCUSE ME AND IM SORRY

3. USE SIR OR MAAM

STEPS IN DEVELOPING COURTESY:

4. USE A PERSONS NAME WHEN YOU KNOW IT

5. USE YES RATHER THAN YEAH

6. SAY IT WITH A SMILE

Baby Step # 3: Attitude is

Steps in developing positive attitude:

STEPS IN DEVELOPING POSITIVE ATTITUDE:

1. APPRECIATE THE GOOD IN YOURSELF AND IN OTHERS

STEPS IN DEVELOPING POSITIVE ATTITUDE:

3. BELIEVE YOU CAN MAKE A DIFFERENCE

4. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE

Baby Step # 4: Doing the Right Thing:

Steps to develop ethical ways of doing things:

STEPS TO MAINTAIN ETHICS IN DOING THINGS:

2. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE

STEPS TO MAINTAIN ETHICS IN DOING THINGS:

3. DO WHAT YOU SAY WHEN YOU SAY YOU WILL

4. BE ACCOUNTABLE FOR YOUR ACTIONS

Excellent Service throu

Quality in a service or product is

Excellent Service through Effective

SIX STEPS TO EFFECTIVE COMMUNICATION

Saying What You Mean and