... It’s complicated matter.. Satisfaction is a dependable issue but in a customer care some matter should maintain to make a satisfied customer ….thus we treat a customer as a Guest …

1. Effective Customer
Service

2. No side talking
No phone allow
Delayed
Ground Rules

3. •Diagnosis for Effective Service.
•Non Verbal Communication.
•Dealing with Angry Customers.
Objective:
• Know how to set a service mindset.
• Create a positive impression.
• “Expect that every customer walks out with a
satisfactory smile in their face”.
By the end of session we will:
Outcomes
Purpose of
this session

4. Diagnosis for
Effective Service
Session 1

5. Common Problems
 Cannot power on by pressing power key.
 No Ring tone or Ringer very low.
 Microphone is not working.
 Hearing problem.
 No network bar is showing.
 Sudden drop in signal while making calls.
 No SIM card is not sensing in a handset.
 Keypad is not working
 Keypad malfunctioning
 Blue tooth cannot find devices
 Blue tooth device list full so it cannot pair

6. Common Problems
 Display Dark
 Display line missing
 Display white
 Display white while calling
 Handset gets ON and OFF
 Plug in charger , no charging signal displaying
 Giving message ”temperature too low” after plug in charger
 Charge is not storing.
 Camera doesn’t work

7. What to do if…
Symptoms:
Cannot power on by pressing power key.
Diagnosis:
 Check for liquid damage.
 Check for physical Damage.
 Check litmus color is changed or not.
 Check Battery.
 Remove battery plug in positive and negative cable from
power supply to Battery connector.
 Press power key, handset turn on or not?
 If the handset doesn’t turn “ON” , receive handset as for the
problem Can’t switch “ON”/ Dead.
 If handsets turns “ON” Receive handset as can’t switch
“ON”/Battery problem.

8. What to do if…
Symptoms:
 No Ring tone or Ringer very low.
 Microphone is not working.
 Hearing problem.
Diagnosis:
 Check for liquid, damage or un authorized service
issue.
 Make Factory reset * Data can be lost*.
 Make call for Mic, Hearing and Ring tone.
 If anything above missing receive as findings.

9. What to do if…
Symptoms:
 No network bar is showing.
 Sudden drop in signal while making calls.
Diagnosis:
 Check for liquid , anything physical damage , unauthorized
service.
 Make factory reset.
 Insert the good SIM card.
 If network bar comes , ask customer to replace SIM card.
 If network bar doesn’t come receive as Network /sudden
drop in signal problem

10. What to do if…
Symptoms:
No SIM card is not sensing in a handset.
Diagnosis:
 Check liquid ,physical damage, un authorized service.
 Check by inserting the good SIM Card.
 If the handset is sensing the SIM card then ask
customer to change SIM Card.
 Otherwise Receive as Insert SIM card problem.

11. What to do if…
Symptoms:
 Keypad is not working
 Keypad malfunctioning
Diagnosis:
 Check for the liquid ,any physical damage , un
authorized repair
 Press key if not working, receive as keypad problem.

12. What to do if…
Symptoms:
 Display Dark
 Display line missing
 Display white
 Display white while calling
Diagnosis:
 Check for the liquid , any physical damage, un
authorized service
 Press power key to turn ON the handset
 Check if display is touch then do pen calibration.
 Go ENG MODE and select parallel line test , if test is ok
Display is fine the problem must be another.
 Check display and receive according to the symptom.

13. What to do if…
Symptoms:
Handset gets ON and OFF.
Diagnosis:
 Check for the liquid , any physical damage, un
authorized service
 Check Battery
 Check by power supply
 Do factory reset if possible.
 Receive as Auto off /on problem.

14. What to do if…
Symptoms:
 Blue tooth cannot find devices
 Blue tooth device list full so it cannot pair
Diagnosis:
 Check for the liquid , any physical damage, un
authorized service.
 Do factory reset and try clear the device pair list .
 Try to search the blue tooth.
 If problem persist then receive as Blue tooth problem.

15. What to do if…
Symptoms:
 Plug in charger, no charging signal displaying
 Giving message “temperature too low” after plug in charger
 Charge is not storing.
 Charging Error
Diagnosis:
 Check for the liquid , any physical damage, un
authorized service
 Check with good Battery and charger
 If problem persist again then receive as charging
problem

16. What to do if…
Symptoms:
Camera doesn’t work
Diagnosis:
 Check for the liquid , any physical damage, un
authorized service
 Do factory reset
 If problem persist again then receive as camera
problem.

17. SatisfiedCustomer…

18. End of Session 3
End of Session 1

19. Non verbal Communication
Session 2

20. Non Verbal Communication

21. Whatdo wemeanby“Nonverbal
communication” ?
Nonverbal communication is the
process of communication through
sending and receiving wordless
(mostly visual) cues between
people.

22. Imagine…

23. WhyisBodyLanguageimportant?

24. WhyislearngoodBodyLanguage?
The way you
feel inside it reflect
outside
The way you
feel outside it reflect
inside

25. Componentsof Body Language

26. Haveeye contact,but don’t
stare

27. Smile and laugh
lighten up, don’t take
yourself too seriously. Relax
a bit, smile and laugh when
someone says something
funny.

28. Nod when they aretalking
Nod once in a while to signal
that you are listening. But
don’t overdo it and peck like
Woody Woodpecker.

29. Lean, but not too much

30. Don’tcross your armsor legs

31. Don’tstand too close

32. Look yourself…

33. Don’tslouch,sit up straight

34. Relaxyourshoulders
When you feel tense it’s easily winds up
as tension in your shoulders. They might
move up and forward a bit. Try to relax.
Try to loosen up by shaking the shoulders
a bit and move them back slightly.

35. Don’ttouch your face

36. Don’tfidget
Try to avoid, phase out or
transform fidgety movement and
nervous ticks such as shaking your
leg or tapping your fingers against
the table rapidly. You’ll seem
nervous and fidgeting.

37. Useyourhandsmoreconfidently

38. End of Session 3
End of Session 2

39. Dealing with Angry
Customers

40. How Do You Handle Angry Customers?

41. HandleAngryCustomers
1. Remain calm
When a customer starts yelling or
being otherwise rude, there is
nothing to be gained by
responding in a similar manner.

42. HandleAngryCustomers?
2. Don’t Take It
Personally
Listen to their story without
interrupting and then find a
way to help.

43. 3. Never Argue Back
Maintain your integrity and be the
better person
Let the customer know that you are
there to help, but you cannot do so until
they calm down.
HandleAngryCustomers?

44. 4. Use your best listening skills.
Listening patiently can defuse a
situation, as long as the customer feels
acknowledged in his or her complaint
 Show how closely you’re paying
attention to their problem
HandleAngryCustomers?

45. 5. Actively sympathize
Express sympathy for their
unpleasant customer experience
Respect and understanding go
a long way toward smoothing
things over
HandleAngryCustomers

46. 6. Apologize gracefully
A simple, straightforward
statement is often all that’s
needed:
“I’m sorry you’re not happy
with our service. Let’s see
what we can do to make
things right.”
Handle Angry Customers?

47. 7. Take a few minutes on your own
After the situation has been resolved and the
customer is on her way, it’s helpful for you to
take your own “time-out.”
Handle Angry Customers?

48. 8. Find a solution
 Ask him what he feels should be done
or put forward your own fair and
realistic answer to the problem
 Also take note and assure the
customer for further communication if
required
Handle AngryCustomers

49. End of Session 3
End of Session 3

50. Have You any Question?