1. Customer Service & Standard Telephonic Communication
Muhammad Nabeel

2. Objective Learn to identify & analyze the customer’s needs & problems
Recognize the most common reasons for customer complaints
Maintain special customer relationship
Use of two way communication
Core Competencies & Importance of Feedback
Standard Telephonic Conversation
MAT 2012

3. Or, a person or thing of a specified kind that one has to deal with.
Who is a Customer?
A person or organization that buys goods or services from a store or other business.
Or, a person or thing of a specified kind that one has to deal with.
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4. Type of customers we deal with
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5. The action of helping, assisting or doing work for someone.
What is a Service ?
The action of helping, assisting or doing work for someone.
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6. Our Services Air Travel Hotels & Accom Car Rentals Visa Services
Insurance
Sight Seeing
Cruise
Rail
Intl Driver’s License
Airline GSAs
Coach Tours
Meet & Assist
Meetings & Confer
Travel Money Cards
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7. But what is Customer Service man??
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8. Please write one sentence definition of Customer Service.
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9. Now lets do an activity
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10. Customer service is the provision of service to customers before, during and after a purchase.
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11. Some definitions o f customer service in use today:- “ Customer service is the ability to provide a service or product in the way that it has been promised." “ Customer service is about treating others as you would like to be treated yourself." “ Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer." “Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner." “Customer service is a proactive attitude that can be summed up as: I care and I can do." 
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12. “Excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations.”
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13. “Customer service is the knowledge delivered with care to make life easy for the customer.”
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14. Some examples of Poor Customer Service!
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15. Some examples of Poor Customer Service!
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16. Some examples of Poor Customer Service!
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17. Some examples of Poor Customer Service!
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18. Some examples of Poor Customer Service!
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19. Do you know why they leave?
1% Die
3% Move Away
5% Develop Other Relationships
9% Leave for competitive Reasons
14% Are dissatisfied with Product or service
68% Leave Because of Better Customer Service
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20. The Choice is YOURS!
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21. MAT 2012

22. Competencies Communication Customer Sensitivity Decisiveness Energy
Flexibility
Follow-up
Impact
Initiative
Integrity
Job knowledge
Service Oriented
Planning
Work Standards
Problem Solving
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23. The 10 Commandments Know who is the boss Be a good listener
Identify needs
Give importance
Help them to understand your system
Help them & say ‘YES’
Apologize
Give more than expected
Get feedback
Treat them well
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24. Standard Telephonic Communication
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25. Now lets do a short role play
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26. Customer forms a mental PICTUREH N F L E O U R S Y D A G
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27. Personal Qualities Determination Self Motivation Sense of Humor
Self Esteem
Professionalism
Enthusiasm
Persistence
Flexibility
Quick Thinking
Thick - Skinned
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28. 5 PHASES OF A CALL PHASE 1 Opening the call Greeting Introduction
Building the rapport
Identifying Need
Question
PHASE 3
Collecting
Verifying
Information
Paraphrase
P HASE 4
Provide Solution
Alternatives
In formation
PHASE 5
Get Customer Buy In
Establish next step
Close the Call
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29. Things to Remember
Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.
Before placing a caller on hold, ask their permission first and thank them.
It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.
Do not forget to return the call as you promised.
Do not permit the phone to ring into the office more than three times.
Always use a pleasant, congenial and friendly tone.
Never interrupt the person while he/she is talking to you.
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30. Things to Remember Never engage in an argument with a caller.
Before placing a caller on hold, ask their permission first and thank them.
Do not make it a habit of receiving personal calls at work.
Do not answer the phone if you are eating or chewing gum.
Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
Learn how to handle several callers simultaneously with ease and grace. 
Return calls promptly that have been left with messages.
MAT 2012

31. Things to Remember
Always make collection calls in private and away from the patient flow or public areas.
When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.
Use simple language.
Use customer’s name during the course of call.
Never say ‘ I don’t know’, ‘ We cant do’
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32. Things to Remember Never say ‘ That’s not my department or Job’
Never say ‘ Could you call back’
Never say ‘ we are busy right now’
No personal excuses
Never say ‘ I will make sure that he or she gives you a call’
Never say ‘ just a second’
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33. Handling Irate Customer
The first step is to simply hear the person out
Listen Intently
Allow the customer to vent frustration
Empathizing allows you to understand another person’s motives without requiring you to agree with them.
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34. International Call Signs
ALPHA B
BRAVO C
CHARLIE D
DELTA E
ECHO F
FOXTROT / FATHER G
GOLF / GOLD H
HENRY / HARRY I
INDIA J
JACK / JULIET K
KILO L
LIMA M
MIKE N
NOVEMBER / NANCY O
OSCAR P
PAPA / PETER Q
QUEBEC / QUEEN R
ROGER S
SIERRA T
TANGO U
UMBRELLA V
VICTORY / VICTOR W
WATER X
XRAY Y
YANKEE Z
ZULU
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35. Questions & Suggestions
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36. Thanks for your valuable time & participation..
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