Heart at Work:

Putting Heart Model into Practice

Customer Service Seminar
Program Content

Module 1 : Introduction to Customer Service

Module 2 : Showing Customer You Care
Moment of Truth
Module 3 : A Way with Words
• Using Language to serve the custom
• What to Say: Language the Customer can
Understand
Module 4 : Getting To Know Your Customer
- Hello, Hello?
- Hold on Just a Moment
Customer Service Seminar
Program Content

Module 5 : Listen Up
- Did I Get that Right
- Playing Detective
Module 6 : Take Action!
- What To Do About What You Can Do
- Give Them What They Want
Module 7 : Lions, Tigers and Bears
- Dealing with Upset Customers
- Calling for Reinforcement (Asking Help)
Module 8 : So Long, Farewell
-Confirming Customer Satisfaction
-Uncovering Additional Opportunities for Service
 Module 1
Introduction:
Customer Service
 What is Customer Service?

 What is happening in many organizations

in these economic times?

Why is Customer Service Important?

 Benefits of Customer Service

 What is customer Service?

It is the organization’s

responsiveness to the needs of
customers

It is service that combines:

technical knowledge; and,
professional attitude
It involves all the activities that
the organization conducts or
performs to satisfy its customers.
This means more than just
handling complaints and smiling
at customers.
It means going out of your way
for the Customer, doing
everything possible to satisfy the
customers and
Making decisions that benefit
the customer.
It is a total organizational
approach that makes
excellent service, as
perceived by the customer,
the No.1 driving force for the
operation of the business.
Why is Customer Service Important?

For every complaint received, the average

company in fact has 26 customers with
problems, 6 of which are serious in nature
 Of customers who register a complaint,
between 54% to 70% will do business
again with the organization if their
complaint is resolved.
 The average customer who has problem
with an organization tells 9 to 10 people
about it.
13% of the people who have problem
with the organization recount the
incident to more than 20 people.
 Customers who have complained to an
organization had their complaints
satisfactorily resolved tell an average of
5 people about the treatment they
received.
Poor service is the number 1
reason why companies lose
business

It costs between 5 to 10 times

as much to attract a new
customer as it does to keep an
old one.
Therefore:
It is important that a company insures a good
relationship with its customer thus taking care of its
customers.
When the company takes care of its customer it
insures that it value its customer.
Costumer service is one thing that can give a
company’s name a good reputation.
What is happening in many
organizations in these
economic times?

They invest more money to bring in the best

products, create great store displays and
bring in the best computer systems to
manage inventory and process orders.

Plenty of hi-tech and not much of hi-touch.

Important Business Statement
 Business exists for profits
 More customers means more profits
 Less customers means less profits
 Businesses exist because of
customers
 Conflict between consumers and
business representatives can either
save and grow your business or kill
your business
 Module 2
Showing Customers You Care
Moment of Truth
What upset you most when
visiting a store?

80% of the respondents said the “I don’t

care attitude” of the person serving them
upsets them the most.
 Businesses lose millions of pesos of revenues
each year because customers feel the
organizations don’t care about their business
enough to make an effort to keep them.
 It takes five times more efforts to win over a new
customer than keep an existing one.
 Five secrets to showing your customers
you really do care about their situations
when interacting with them

1. Miss , Miss …. (Listening)

There is a reason why we have two ears and one mouth. Listen
to the content and not the method of communication the
customer is using. Listening is expressed thru:
 Nodding your head
 Leaning forward to show interest
 Saying “ I see what you mean”, or “tell me more”
 Not doing something else and devote all your attention to listening
 Looking at the Customer
 Being patient and not interrupting the customer before adding your
thoughts
2. May I Help You? (Respond)
Make your attitude say, “I can help you today”.
This means that:
you want to help,
you want to take responsibility for the solution.
You make sure your attitude is positive for outstanding
results.
Use inflection in your voice
 avoid sounding monotone
Don’t use “ Whatever” , “yeah”. “ if you say so” Cosa Kel?
Or Cosa man bos quire
 Use words of Respect, say “Good Morning/Afternoon” or
“Maayong Buntag or Maayong Hapon”
3. Check your Body Language

Make sure your body language is saying to the customer, “I want

to help you”. Make sure you are doing the following:

Smile
Stand Erect
Hands at your side, but never on your hips or crossed arms
 Avoid leaning against the counter or slouching in the chair
 Look and act alive (presentable)
Direct eye contact
Your body facing the customer to show that
you are completely “engaged” in the conversation
4. Show Empathy (Understand the
Pain)
Show the customers that you understand their “pain”.
Make comment such as:
“ I can understand…”
 “ If I where on your shoes…”
 “ I would be disappointed too, if that happened to me”
 “ Ta entende yo, cosa to ta sinti”

Most customers just want to be listened to and

understood. Show them that you understand their
“Pain” and solution come much earlier.
5. Commit to Action

Let the customer know that action will be taken; and then
act. (One without the other is just a broken promise)
Share with the Customer your clear plan of action such as
the following:
“I am personally going to take care of this for you. what
you are going to do is …”
 “I am going to talk with my manager. Would you mind
waiting…”
Moment of Truth
“… is any event in which a customer comes into contact with any
aspect of the business organization and has an opportunity to form
an impression.”
Moments of Truth are influential customer contact points that
must be carefully managed by the service provide.
This is the responsibility of every employee to manage those
Moment of Truth within his/her area of responsibility
 Moment of Truth affect how the customers determine their
experience with of their service delivery perceptions of the
organization. It is as if the customer was compiling a mental report
card-each contact with the organization. It is an opportunity for it to
get a high degree or a failing mark.
Moment of Truth

A business firm needs to monitor its Moment of Truth to

discover how well the customers is being served. This will
enable the firm to make changes that will ensure excellent
service.
 Cycle of Service

Enter the
Get Out of Firm Look for
the Firm Salesperson

Wait for Ask For Items

Change

Pay the Place and

Order Order
Wait for the
Order
Moment of Truth Exercise 1 : Draw your cycle of service
Cycle of Service Customer What you should do?
Expectations Moment of Truth
Customer enters your store

Customer leaves your store

 Module 3
A Way With Words
Words to Avoid and Why you should
avoid them
Some words and phrases seem unproductive in customer
interactions. Anytime they are used, be aware that we may be
inviting the other person into a behavior that’s difficult to handle.
1. “ Have To”
… is an inflammatory phrase that is best left out of the
customer interactions. People resent being put in a
position in which there seem to be no options, no
alternatives. It implies that there is no other choice.
Ex. “ You’re on the wrong line. You have to go over there.
2. “Can’t”
Another word to avoid since it tends to leave no option to the
customer
3. “ I want (need) you to …”
Words that have similar effect to “ Have To”

4. “I’ll Try”
Many people hear those words as a commitment. Most of
the time when you say you’ll try, you are really uncertain about
whether you will be able to or not.

5. “Would You Mind”

… is a phrase that often gets “No” for an answer.

6. “Why don’t you”

It invites other person’s side of reasoning
7. “ but …”
The use of “but” after a statement negates everything that
was said before. Use“however”.

8. “Its (Not) our Policy”

It can aggravate a customer interaction. A way to avoid this
phrase is to state what the policy is, without using the word
“policy”.
 Words to Avoid Words to Use

Cut Off Options Offer options

You have to … Will you
You can’t …
I am unable because (give explanation)
It’s not our policy
What have you considered?
Why don’t you…
It’s required, it’s necessary
I works well when…
Make Judgment Make no Judgment
Best It works well when…
Worst It may not work well if…
Create uncertainty Create confidence
I’ll try…
I’ll do it or I’ll do this much
Shut down Communication
What’s your problem…
Get information
Manipulate Can you tell about the difficulty you
Would you mind… are having
I want (need) you to… Ask for what you want
Will you…
 Unspoken Communication

Standing or Walking Hand signal Eye Movement

Hands in the Pocket Clenched Thinking
Leaning Pointing Exasperated
Head bowed Head Scratching Evasive
Folded arms Clasping Shifty
Strutting Pressed
 Module 4
Getting To Know Your Customer
Hello, Hello!
Hold On Just A Moment
What do Customer
WANT/NEED?

They may know exactly what

they want

They might have some idea

and want your advice

They might not have a clue

and will require close
guidance
Hello, Hello?
One of the fears that we have when trying to satisfy the customer is that
we think they want something out of our reach.
Ask the Customer, “ what would you like?” . You will be surprised that in
most cases the Customer will ask for less than you were expecting.
Basic Rule : Acknowledge your customer
How many times have you walked in a store and you weren’t
acknowledged? How did you feel?
I can’t tell you how many times I’ve witnessed service providers who
take personal calls, speak to other co-workers regarding non-urgent
matters, or simply walk away without explanation.
Basic customer service requires an acknowledgement .
Say: “I’m glad to see you”, “thank you for your presence”
A little appreciation goes a long way.
10 Things To Know About Your
Customers.
To really understand your business:
the way it is,
what it needs to be, and
how to win against your competition,
You need to understand:
the customer’s pain
the way your products/services can alleviate their pain.
It is essential to stay on top of what is happening while the customer
is transacting business with you and what the customer takes away
as a result.
Some good techniques include customer surveys, focus groups or
one-on-one personal or telephone sessions to get relevant
information.
Here are 10 things to look for:
1. Exactly who are your customers?
• Are they individual customers or companies
• How many are there?

Be prepared to list their:

• demographics (age, sex, race, marital
status, household size, occupation, income
evel, religion, education);
• geographics (distance, urban/suburban,
rural); psychographics (lifestyle
choices,attitudes and behaviors that
influence buying habits).
Here are 10 things to look for:

2. How do they divide into market segments?

Are there unique groups of your customers that
share similar characteristics
Example:
• women shop differently than men,
• weekday shoppers buy differently than
weekend shoppers
Different ethnic group may have different product
preferences
Example:
• Latinos have different color preferences
than other ethnic Americans
3. The pain they are trying to take
care of?
• What is the specific problem
they are trying to address;
and, do they need one or
more of your products to do
so.
• What product mix do they
need; and, exactly how will
your product or service make
their pain disappear.
4. How does your customer buy
similar products?
• Do they buy in the store and
if so, where?
• Do they buy on the web and
if so, how do they get the
order fulfilled and what do
they pay for shipping.
• Do they get the product door-
to-door?
5. How do they make the buying
decision?
• What are the factors that
influence their decision to
buy: price, quality, warranty,
service, color, size, weight?
• Are discounts and terms
important to them
6. Who is making the decision?
• Is the buyer the same as
the user?
• Who makes the decision?
• How many level of approval
does the purchase have to
go through and how long
does it take to get a final
decision.
7. When do they buy?
• Is their buying period tied to
a season or a specific time
of the month or week.
• How often will they buy the
item?
• How often will they be
using the goods/services
they buy?

Understanding the repeat

buyers and their buying
frequency helps you control
your inventory.
8. How will they pay?
• Do your customers pay in
cash or by credit card.
• Will they want to pay in
installments
• Will they want to put
advances on a purchase and
have you place the item on
hold.

This helps you get a feel for

how your cash will flow and
what collection efforts you
may face.
9. Do your customers want
personal contact?
• Do you have to have
employees responsible for
regular customer contact
because the customers need
servicing or follow-on
contact?
10. What is the client's reaction to
your products?
• How do they compare your
products to your
competitors'?
• Do they consider your
products unique?
• Do your products conform to
their standards of fitness and
usefulness.
Exercise: Analyzing Customer Characteristics
How sensitive you are to the different needs of your customer will
determine how well you serve them.
Some common characteristics are listed below, What needs do
you think would these people have and how could you best help
them?
Image/Signals Needs How to Help
1. Customer with a hearing Problem
2. Young woman with crying baby
3. Person who’s talking very loudly
4, Been waiting in line for a long time
5, Person with poor eyesight
6. Very important person
7. Someone anxious and confused
8.. A very Demanding person
 Module 5
Listen Up
Did I Get That Right?
Playing Detective
Listening is the most important, yet
often most neglected,

The ability to listen is often rated as

one of top five abilities employers seek
in their staff.

It is highly sought after in the people

nearest and dearest to our
hearts.
Here are 10 ways to be an
effective listener :

1. Recognize the difference between

hearing and listening
There is a distinct difference between
hearing and listening.
• Hearing is merely perceiving
sound.
• Listening is the mindful, conscious
act and desire to hear,
comprehend, and response to
others
2. Be willing to Listen

Begin with a commitment to:

• Listen
• Be open minded and consider other
points of view.
• Listen regardless of whether you
agree or disagree with what is said.
• Resist the urge to jump to
conclusion, defensive or
argumentative with the speaker.

Empty your cup.

3. Be attentive

Stop what you’re doing and give the speaker your undivided
attention. If it’s not a good time for you, defer the conversation.

Ignore the desire to multi-task and selectively listen (only

listening to bits and pieces of information).

Remain in the moment for the duration of the conversation-

don’t tune in and out or pretend to be listening when you’re
really thinking about where to go on your next free time
 4. Show Respect
Acknowledge others with your body language
–
face the speaker,
look interested
make eye contact
avoid ending the conversation abruptly.
5.Emphatize
Be sensitive, compassionate, and understanding-realize it
may be difficult for the speaker to talk about this matter.
Empathy doesn’t mean you have to agree with the speaker.

Avoid thinking about how to “tone up” the speaker with own
tale of woe.
6. Be patient
We often interrupt because we are afraid
we will forget our points.
Don’t interrupt-allow speaker to finish the
sentences, because you think they are
taking too long to get to the point.
Focus on what is being said instead of what
you think is going to be said.
7. Eliminate interruptions and distractions
When possible, speak in a neutral location to avoid
interruptions and distractions.
Be aware of and avoid interruptions-phones or cell phones
8. Seek understanding
Focus on main points. Paraphrase and
seek clarification of points that are unclear
or that you don’t understand

9. Show you’re actively listening

Listen with more than just your ears.
Acknowledge and respond to the speakers with facial
expressions (smile, nod/shake head, eye contact) and
Verbal comments (“ I see”. “ I understand”, “okay”, “yes”)
10. Simply listen

Sometimes our idea of listening is to jump in and give

unwanted Advice. Listening is not an open invitation to
resolve a dilemma.

Just listen because often the speaker simply seeks a

sympathetic ear.
Whether you are manager or employee, husband or
wife, Parent or child, pastor or parishioner, friend or
foe, Listening is critical to the success of your
relationship.

Take the time to truly listen to others and discover

you’ll not only improve your relationships, you will
achieve a new level of overall success in life.

Apply these techniques today so you can enjoy a

better tomorrow.
Module 6
Take Action
Make sure the customer knows what you are going to do to
correct the situation for them.

95% of making things right for the customer involves making

them aware that you are taking action and timelines

You need to make things right for if you need to leave or make
a telephone call to obtain additional information, say :
“ Excuse me while I make a telephone call to obtain
The best solution for you. This will take five minutes.”
Make sure you get back to the customer before the time you
specified
Example of Complaint Procedure
Customer complains
If its about faulty goods - examine them
If there’s an obvious flaw - replace them
then write all details in the feedback log
If there’s no obvious flaw - call my supervisor
If its about faulty service - get the details
If I can’t deal with it - contact my supervisor
If it’s complaint about a member or staff
- pass it immediately to my manager
Faking a Complaint

Their breathing may become more uneven

Liars find it difficult to look you in the eye

They will have dry mouth and will lick their lips more
often

They will probably swallow more often because they

are frightened of being exposed

They may clear their throat more often

They may cross their legs and arm simultaneously

Their feet could be facing towards the doors

Their posture is often stiff and controlled

They may scratch, rub or stroke their nose

Ignore the content of speech and concentrate on how the

words are being spoken
Company Responsibility

To get a good balance between the customer needs and

what your company can deliver, remember the following:

If the customer makes a complaint find out exactly what

they expect from you or your company.

Decide whether they are being realistic in their

demands and expect whether you have the authority
and power to sort things out on your own. Don’t attempt
to make decisions which you know are not your
responsibility.
Speak clearly and positively when you
explain any limitations your company have
set you.

If it isn’t your power to help the customer

pass them on to someone who can make
decisions.

Once a decision has been made make a

record of it.
SKILLLS for Front-liners Staff

Good communication skills

Be able to get on with a wide range of people

Good social skills

Be well groomed

Be able to organize yourself and your work

Have the ability to stay calm under pressure

 Module 7
Lions, Tigers and Bears
AGGRESSIVE APOLOGETIC ARROGANT BORED

CAUTIOUS CURIOUS DETERMINED DISAPPOINTED

DISAPPROVING DISBELIEVING EXASPERATED GUILTY

INDIFFERENT JEALOUS LONELY MISERABLE

NEGATIVE OBSTINATE
Pacifying an Angry or Nervous Customer

Be polite and patient

Don’t interrupt but listen carefully

If you know you can’t help them, get someone who can

Smile and try to put them at their ease 

Give the information they need slowly and quietly

If you feel they haven’t understood, repeat the information if

necessary
 Module 8
So Long, Farewell
 Customer Service Management
Customer service is the organization’s responsiveness to the
needs of Customers, It is service that combines technical
knowledge and Professional attitude with friendliness and attitude
toward customers
It involves all the activities that the organization conducts or
performs to satisfy its customers. This means more than just
handling complaints and smiling at customers. It means going out
of your way for the Customer, doing everything possible to satisfy
the customers and making decisions that benefit the customer.
It is a total organizational approach that makes excellent service, as
perceived by the customer, the No.1 driving force for the operation
of the Business.
What service management is?

 It is customer-focused, not inwardly focused

It is customer driven, not product or technology driven

 Service is integrated, not departmentalized

 Service is responsibility, not seen as an extra

 Service is a reality, not just lip service

 General TIPS to keep your Customer Satisfied
Always treat your customers courteously
Be willing to help them and make them feel important
The way you behave reflects on your company
Keep up your own and your company standards at all times
Make sure you have up-to-date information
Make sure your equipment/facilities are in good condition
Look for ways to help your customers
Don’t blame anybody
Always present yourself and your company positively
Problems Arise for Different Reasons
You’ve promised to get a job done but haven’t been able to meet
the deadline. You’ve told anyone because you’re worried you
have let them down.
You’ve been asked to find some information and haven’t been
able to locate it.
You’ve been asked to do a job but don’t know how to do it. You’re
too embarrassed to tell anyone.
Something happen, things start to go wrong and the more you try
to carry on , the worse the problem gets.
Some gives you advise on how to do the job. Before you’ve
started, someone gives you different
You’re in the middle of a job and a colleague makes
unreasonable demands on your time. You are trying to please
everyone, but please no one in the end.

People are unreasonable or unfair to you and you feel

resentful because you believe you don’t deserve such harsh
treatment.

People withhold information you need.

Some people are naturally grumpy and difficult. They seem to

enjoy winding you up.
 I’m the person who leaves:
Remember Me? With a slight frown
Cause the hostess is no where to be found.
I’m the person who asks:
“How long is the wait?”
I’m the person who should:
You tell me ten minutes…
Write a negative letter
but it gets very late
But feel it wouldn’t make anything better.
I’m the person who sees:
Yes, you might say that I’m a good guy…
The whole staff loiters
That I understand that you kind of try.
While my waitress does everything
But, please read on and you will see…
But take my order.
That there’s another side of me.
I’m the person who says:
I’m the person who
“That’s not what I ordered…
Never comes back because of something you
but it’s O.K.
tend to lack.
I’ll eat it anyway.”
It amuses me to see you spending
I’m the person who calls:
Thousands of pesos on ads never ending
To see if my lost item was found
In an effort to get me back into your place
And all I get is a run-around.
When you hardly even remember my face
THANK YOU
…