The Dos and Don’ts in Customer Service
| Why Customers Leave |
8% because of cheaper products/services;
12% because of more convenient/better location;
16% because of better products/services;
30% because employees “did not go out of their way”;
34% because Employees were unhelpful, rude, unknowledgeable.
Customers leave for a variety of reasons. And understanding these reasons is an important first step to improving customer service.
From the statistics (outcome of cumulative research) shown above, it's instructive to see that 64% of the reasons customers leave are related to employees’ behaviour – “Employees were unhelpful, rude, unknowledgeable” and “Employees did not 'go out of their way."" These behaviours are within the employees' circle of influence and are avoidable.
But because many customer-facing employees do not have adequate knowledge of the standards of behaviour acceptable to customers, their behaviour falls short of customer expectations. And customers leave.
To curtail these behaviours that send customers away, the employees must know the customer-oriented standards of acceptable behaviours and how to meet them. And that's why this training was designed.
It will help employees to know the standards of behaviour acceptable to customers and consistently apply the knowledge to exceed customer expectations, and retain them.
For ease of understanding and application, we embedded these standards of behaviour in powerful dos and don’ts that will form the rules of behaviour for the participants after going through this course.
The Learning Journey
It starts with defining customer service and exploring its basic concept so as to lay foundation for the experiential journey through its dos and don’ts.
Then, in the next session, in an engaging and practical manner, we study the first of the Dos in customer service, using real life scenario and thorough analysis.
Next, we take on the second of the Dos using the same engaging and practical approach as in the previous session. This is continued in four more sessions to cover four additional Dos.
In the same manner, in a six-session learning journey, we take on the Don’ts in customer service.
Then, the training is wrapped up with the service placard. The participants take the learning points together to arrive at a tailor-made customer service placard – a service charter for customer service excellence in their organization.
Training Objectives
After completing this course, participants will:
- Understand the fundamentals of customer service
- Know the high-impact things to do to create positive customer experience
- Know the don'ts in customer service and desist from them
- Have clear rules of behavior for serving their customers right
- Be able to adopt the rules of behavior as a primary guide for consistently providing excellent customer service
Training Outline
Session 1: Overview
- Learning Objectives
- Pre-Training Assessment
Session 2: Customer Service Fundamentals
- Definitions
- The Service Concept
- Case Exercise
Session 3: Listening
- Background
- Scenario
- Scenario Analysis
- Learning Point: Do - No. 1
Session 4: Respect
- Background
- Scenario
- Scenario Analysis
- Learning Point: Do - No. 2
Session 5: The Extras
- Background
- Scenario
- Scenario Analysis
- Learning Point: Do - No. 3
Session 6: Product and Service Knowledge
- Background
- Scenario
- Scenario Analysis
- Learning Point: Do - No. 4
Session 7: Honesty and Sincerity
- Background
- Scenario
- Scenario Analysis
- Learning Point: Do - No. 5
Session 8: Results
- Background
- Scenario
- Scenario Analysis
- Learning Point: Do - No. 6
Session 9: Rude Behaviour
- Background
- Scenario
- Scenario Analysis
- Learning Point: Don’t - No. 1
Session 10: Smartphone while on Duty
- Background
- Scenario
- Scenario Analysis
- Learning Point: Don’t - No. 2
Session 11: Customer Complaints
- Background
- Scenario
- Scenario Analysis
- Learning Point: Don’t - No. 3
Session 12: Argument
- Background
- Scenario
- Scenario Analysis
- Learning Point: Don’t - No. 4
Session 13: Blame
- Background
- Scenario
- Scenario Analysis
- Learning Point: Don’t - No. 5
Session 14: Your Cool
- Background
- Scenario
- Scenario Analysis
- Learning Point: Don’t - No. 6
Session 15 Final Thoughts
- The Dos
- The Don’ts
- The Customer Service Placard
Session 16: Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
- Summary