[Note: This is a partial preview. To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations] We hear more complaints about customer service today than ever before. In today's competitive market-place, effective customer service is essential to the survival of any business. You can lose more business due to poor service than from your product quality or cost problems. The six basic rules of customer service are essential knowedge and skill for all customer service providers. They include having a positive attitude, knowing your product or service, listening to your customer, maintaining communications, solving the problem and following up. This short and simple training presentation can be used to train all existing and new customer service providers and advisors within an hour. Moreover, the materials are so generic that it can be easily blended to your organization's customer service training programs to form the foundation module. LEARNING OBJECTIVES 1. Understand the basic concepts of customer service. 2. Understand the six basic rules of effective customer service. CONTENTS 1. Introduction to Customer Service 2. 6 Basic Rules of Effective Customer Service To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations

1. © Operational Excellence Consulting. All rights reserved.
Six Basic Rules of
Customer Service
© Operational Excellence Consulting. All rights reserved.

2. © Operational Excellence Consulting. All rights reserved. 2
Learning Objectives
Understand the basic
concepts of customer
service.
Understand the six
basic rules of
effective customer
service.
NOTE: This is a PARTIAL PREVIEW. To
download the complete presentation, please
visit: https://www.oeconsulting.com.sg

3. © Operational Excellence Consulting. All rights reserved. 3
Contents
1
Introduction to Customer Service
2
6 Basic Rules of Effective Customer Service

4. © Operational Excellence Consulting. All rights reserved.
4
Introduction to Customer Service
1

5. © Operational Excellence Consulting. All rights reserved. 5
Introduction
§ We hear more complaints
about customer service today
than ever before
§ In today’s competitive market-
place, effective customer
service is essential to the
survival of any business
§ You can lose more business
due to poor service than from
your product quality or cost
problems

6. © Operational Excellence Consulting. All rights reserved. 6
Some Statistics of Customer Service
1. 68% of customers leave because they feel mistreated
2. It costs 5 times more to acquire new customers than to
retain existing ones
3. An average business never hear from 96% of unhappy
clients
4. 45% of customers can’t remember a recent successful
customer experience

7. © Operational Excellence Consulting. All rights reserved. 7
Some Statistics of Customer Service
5. A customer will tell 5 people if they are happy with your
service
6. A customer will tell 10 people if they have problems
with your service
7. As little as a 5% increase in customer retention can
increase profits by 25 to 95%
Good customer service can improve your
bottom line.

8. © Operational Excellence Consulting. All rights reserved.
8
6 Basic Rules of Effective
Customer Service
2

9. © Operational Excellence Consulting. All rights reserved. 9© Operational Excellence Consulting. All rights reserved. 9
The Six Rules of Customer Service
Always follow
up
Solve the
problem
Maintain
communications
Listen to your
customer
Know your
product or service
Have a positive
attitude

10. © Operational Excellence Consulting. All rights reserved. 10
Rule #1: Have a positive attitude
§ Be committed to helping
people and solving
problems
§ Be polite and enthusiastic
about your profession
§ Learn how to see the
problem to the logical end
(satisfied customers!)
§ Do not be easily upset by
yelling customers

11. © Operational Excellence Consulting. All rights reserved.
11
“Attitude is a little
thing that makes a
big difference.”
Sir Winston Churchill

12. © Operational Excellence Consulting. All rights reserved. 12
Practice Tips
§ When you are talking to customers, speak clearly but
don’t sound aggressive
§ When giving complex information, speak slowly so they
can easily follow what you are saying
§ Choose words that convey a positive, respectful and
helpful tone
The proper words and attitude will really
make the difference.

13. © Operational Excellence Consulting. All rights reserved. 13
Rule #2: Know your product or service
§ Talk with your peers to get
useful data – they have
valuable information on the
common and the unique
problems
§ Talk to other departments
who have assisted you
§ Have manuals, notes,
policies and procedures on
hand if available

14. © Operational Excellence Consulting. All rights reserved. 14
Rule #3: Listen to the customer
§ Listen completely to the
customer’s situation
§ Do not cut them off or
jump to conclusions
§ Allow customers to “vent”
their frustrations
§ Listen to the customer’s
complete story before
talking

15. © Operational Excellence Consulting. All rights reserved. 15
Rule #4: Maintain communications
§ Need to be able to
establish and maintain
clear communications
§ Keep customer apprised
of their status
§ Always get back to the
customer when you have
promised

16. © Operational Excellence Consulting. All rights reserved. 16
Rule #5: Solve the problem
§ The objective of a competent
customer service advisor is
to solve the problem
§ Do not quit until you solve
the problem
§ If you can not solve the
problem, move it up the
chain of command
§ Solved problem = happy
customer

17. © Operational Excellence Consulting. All rights reserved. 17
Rule #6: Always follow up
§ Follow up with the customer
within 24 hours after the
problem has been solved
§ If the problem has not been
resolved, you will get another
chance
§ This will give you a
professional and competent
image

18. © Operational Excellence Consulting. All rights reserved.
About
Operational Excellence
Consulting

19. © Operational Excellence Consulting. All rights reserved. 19
About Operational Excellence
Consulting
§ Operational Excellence Consulting is a management
training and consulting firm that assists organizations in
improving business performance and effectiveness.
§ The firm’s mission is to create business value for
organizations through innovative operational excellence
management training and consulting solutions.
§ OEC takes a unique “beyond the tools” approach to enable
clients develop internal capabilities and cultural
transformation to achieve sustainable world-class excellence
and competitive advantage. For more information, please visit
www.oeconsulting.com.sg

20. © Operational Excellence Consulting. All rights reserved.
END OF PREVIEW
To download this presentation,
please visit:
www.oeconsulting.com.sg