XiJEN COLLEGE OF MOUNTAIN PROVINCE INC.

(XiJEN Institute of Technology)

2010 Regional and National Kabalikat Award: Institution Category
Making a Difference in the Boondocks..

Competency Based Learning

Module

In

Bookkeeping NC III

Common Competen-
cies
(Maintain an Effective Relationship with Clients and Customers)

Developed by: Ivy Emily G. Guting

UNIT OF COMPETENCY : MAINTAIN AN EFFECTIVE RELATIONSHIP WITH
CLIENTS/CUSTOMERS

MODULE TITLE : MAINTAINING CLIENT RELATIONS

MODULE DESCRIPTOR : This module covers the knowledge, skills and attitudes
required in building and maintaining an effective
relationship with clients, customers and the public. It
involves maintaining professional image, meeting client’s
requirements, and building credibility with customers

NOMINAL DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of the module the trainees/students should be able to:

LO1. Maintain a professionnel image

LO2. Meet client/customer requirements

LO3. Build credibility with customers/clients

ASSESSMENT CRITERIA:

 Uniform and personal grooming maintaining to assignment requirements

 Personal presence maintained according to employer standards
 Visible work area kept tidy and uncluttered
 Equipment stored according to assignment requirements
 Client requirements identified and understood by referral to the assign-
ment instructions
 Client requirements met according to the assignment instructions.
 Changes to client’s needs and requirements monitored and appropriate
action taken.
 All communication with the client or customer is clear and complied with
assignment requirements.
 Client expectations for reliability, punctuality and appearance adhered
to.
 Possible causes of clients/customer dissatisfaction identified, dealt with
recorded according to employer policy.
 Client fully informed of all relevant security matters in a timely manner
and according to agreed reporting procedures.
Developed by: Ivy Emily G. Guting
CONTENTS:

CONDITIONS:
The students/trainees must be provided with the following:

modules
METHODOLOGIES:

 Lecture/discussion (via the module)

ASSESSMENT METHODS:

 Written test
 Observation
 Demonstration

Developed by: Ivy Emily G. Guting

LEARNING OUTCOME # 1 Maintain a professional image

ASSESSMENT CRITERIA:
Uniform and personal grooming is maintained in accordance with established
policies and procedures
Stance, posture, body language, and other personal presence is maintained
according to required standards
Visible work area is kept tidy and uncluttered
Equipment are stored according to assignment requirements

CONTENTS:

Stance
Posture
Body language
Grooming
Standing orders
Company policy and procedures

CONDITIONS:

The trainee/ student must be provided with the following:

The students/learners must be provided with the following:

Access to workplace location or simulated workplace environment

Materials relevant to the unit
Company policy and procedures
•
ASSESSMENT METHOD:
 Demonstration
 Observation
 Interviews/Questioning

Developed by: Ivy Emily G. Guting

 LEARNING EXPERIENCES

LEARNING OUTCOME #1: Maintain a Professional Image

Learning Activities Special Instructions

1. Read Information sheet 1.1-1

Read and understand the Information
2. Answer Self Check 1.1-1
Sheets. After reading, answer the
3. Compare your answers to An- Self-check next to it and to check if
swer Key 1.1.1 your answers are correct you may
refer to the Answer Key. If you got
all the correct answers you may
proceed to the next activity.

If you have questions or clarifications,

do not hesitate to ask your Trainer.

If all the tasks are finished in this

Learning Outcome, present your
work to your trainer for evaluation.

If you have finished all the activities in this Learning Outcome, let the
trainer evaluate your work and ready for Institutional Assessment. If
the remark is Competent, you may proceed to Learning Outcome 2.
If the remark is Not Yet Competent, study the module until you got it all
correctly.

Developed by: Ivy Emily G. Guting

 Information Sheet 1.1

On Good Grooming, Posture, Body Language

Good grooming is the way one takes good care of his/her body and
the things he/she puts into it. Good grooming is often associated with
words neat and clean. Attending to your personal grooming takes place
at home, not in public places. Personal grooming includes taking care of
your hair, nails, breath, body odor, and scent.

With hair, a clean, shiny, and well-cut one make you look neat,
clean, and properly groomed. Combing your hair in frequency as
required by instances, is very important. The basics of nail care, however
include keeping them clean and well-trimmed, like what was mentioned
on the previous discussions. If you have your nail polish, be sure that it
is well-maintained. Breath, on the other hand, is one of the reasons why
we should brush our teeth in daily and regular basis. To keep your
breath fresh, do not forget t obrush and floss your teeth especially I nthe
morning and at night.

Your body odor can greatly affect not just your image but your
work performance too. To avoid having a bad body odor, make it a habit
to use the combination of deodorant and antiperspirant. They are a good
defense against body odor. Moreover, make sure to change clothing as
required. This also helps you prevent from having bad odor.

Your body scent, most often than not, depends on the perfume and
cologne that you are using. Make sure that your scent is not too much
and does not smell too strong. Further, if the client you are serving has
some allergic reactions to some perfume and scent, do not spray
perfume.

On Posture/Stance
Many people with office jobs spend more time sitting at their desks
than lying in their beds at night. If you have not yet read my previous
blog post on the dangers of uninterrupted sitting, please check it out. It
is relevant to understand just how bad sitting can be for your health,
Developed by: Ivy Emily G. Guting
and to try minimizing it as much as possible. However, the reality is that
a large number of people spend the majority of their work day sitting at a
desk. So while it is still important to try minimizing sitting time as much
as possible and to take frequent micro-breaks from sitting, it is also
important to make sure people know how to sit properly to reduce the
stress of sitting on their body.
It is helpful to have a basic understanding of spinal alignment in
order to better understand optimal sitting posture. In a neutral position,
there are three natural curvatures of the spine. These include the
cervical lordosis (neck), the thoracic kyphosis (mid-back), and the
lumbar lordosis (low-back). A neutral spine allows for a good amount of
space between each vertebrae, it is the strongest position of the spine,
and it is the position we want to be in most often while sitting.
With the task of sitting, the weight of your upper body needs to be
supported by your lower back and pelvis. For that reason, it is important
to set yourself up for a good sitting posture by positioning your pelvis
and lumbar spine properly when you first sit in your chair. It might be
helpful to think of the transition from standing to sitting like a squatting
exercise. Stand with your feet hip-width apart with your chair behind
you, and slowly hinge at your hips to stick your bum out behind you
while you let your knees bend and lower you to sitting. It is important to
really focus on keeping your spine in a neutral position – all the folding
should happen in the hips and pelvis, not in your low back. As you lower
into your seat, place your hips all the way at the back of the chair and
bring your upper body to rest over your pelvis. If your chair does not
have any lumbar support, you may want to use a small towel rolled up to
support that curved area of your low back. This will help you to maintain
a neutral spine all the way up your back into your neck.
Now that you are able to transition into sitting properly, here are some
other tips to help make your desk set-up more conducive to good
posture:
• Distribute your body weight evenly on both hips.
• Adjust your chair height so that your feet can rest flat on the
ground, hip-width apart.
• Your hips should be the same level or higher than your knees
• Position your arm rests so that you can rest your forearms easily
on them with relaxed shoulders
• Your computer monitor should be at or slightly below eye level so
that you can keep your neck in a neutral position while working.
• Make sure the chair is close enough to your desk so you don’t have
to reach forward to type or write, and keep things you need to access
often within an arm’s length away.
• Try to avoid sitting in the same position for more than 30 minutes.
Take short frequent ‘micro-breaks’ from sitting to help reduce the strain
on your body.
On Body Language

What is body language?

Developed by: Ivy Emily G. Guting

The term body language refers to all non-verbal methods of
communication. Non-verbals are any messages that people send without
using words. Body language includes facial expressions, gestures,
postures and other movement based signals. Body language is typically
combined with verbal messages to communicate clearly and effectively.
In many situations, body language is one of the more crucial elements of
communication. Some specific types of body language include:

Facial expressions like smiling, frowning or rolling your eyes

Hand gestures like waving, beckoning someone to come closer or
counting on your fingers
Postures like slumping, sitting up straight or leaning away from someone
Other types of signals like shrugging, clapping or shaking someone’s
hand
Body language in the work place
Body language can communicate a variety of messages in the workplace.
You use body language is both your private and public communication.
Every time you have a conversation with a coworker, present in a
meeting or introduce yourself to a customer, you are almost certainly
using some kind of body language.

Body language can communicate several important messages during a

workday. Importantly, body language conveys someone’s level of interest
or focus. If someone makes eye contact with you, nods when you speak
or leans toward you while you are talking, you likely have their full
attention. If someone is leaning back in their chair, constantly looking
away from you or fidgeting their fingers, they might be bored or
distracted. Observing and interpreting these messages are beneficial if
you need to gauge how an individual or a team responds to your ideas or
suggestions.

Understanding body language in the workplace can affect the entire

team’s productivity and relationships. If you can interpret body language
accurately, you increase your skills as a professional communicator.
While you work to improve your understanding of body language in the
workplace, it is important to consider some key facts about body
language.

First, context is a crucial part of interpreting body language. Certain

actions can mean very different things depending on the person and the
situation. Crossed arms can be a sign of frustration or discomfort.
However, for some, they can also show confidence or a casual attitude.
The more familiar you are with your employers, coworkers or clients, the
more easily you will read their unique body language.

A benefit to understanding body language in the workplace is your ability

to interpret messages that are not communicated out loud. Non-verbal
messages can reinforce or contradict the words someone says. A
coworker might say “I agree with you completely” while subtly shaking
Developed by: Ivy Emily G. Guting
their head. A client might say “I am really not interested” while leaning
forward in their chair. These mixed messages are sometimes
inconsequential, but they also have the attentional to give you some
valuable insight on what another person is thinking.

Using body language well

There are several ways you can use body language to your advantage in
the workplace. Your body language can influence the way others respond
to you. It can also impact how they perceive you and your intentions.
Being highly aware of your own body language can influence your
productivity and reputation in your workplace. Body language has the
potential to improve honesty, conflict resolution and the working
relationship of a team. If you pursue proficiency in reading and
interpreting body language, you can make yourself more valuable to your
employer and coworkers.

How to understand body language

There are several steps you can take to improve your interpretation and
use of body language. These steps include:

Be observant
Be empathetic
Be self-aware
The first step in understanding body language is to notice it. Improving
your observation skills might be an easier task than you would think.
You most likely are already interpreting body language every day without
realizing it. Think about the friendliest employee you encounter in your
workplace. Do they smile when you pass them in the hall? Do they
maintain eye contact and nod when you talk to them? Their body
language likely contributes to your perceiving them as friendly.

Improving your body language observation skills will involve increasing

your mindfulness. Mindfulness, in regards to body language, means
making a concentrated effort to take notice of other people and their
actions. If you focus on familiarizing yourself with others’ normal
standard of behavior, you have a better chance of interpreting their non-
verbal communication correctly. Bouncing or shaking your leg under the
table is typically a sign of nervousness or unease. However, if you
observe that your employer always seems to shake their leg when they
are excited or interested, you will be able to interpret that body language
accurately.

Be empathetic
This step relates to our earlier discussion of considering body language
within its proper context. One of the best ways to understand another’s
body language is to attempt to understand their perspective. By
considering someone’s personality or the specific details of their
situation, you can get a better idea of what their body language might be
communicating. For example, if you greet a coworker and they avoid eye
Developed by: Ivy Emily G. Guting
contact, press their lips together and cross their arms, you might think
they are angry or frustrated with you. However, if you are willing to
empathize, you might realize that they are under a lot of stress because
of an upcoming deadline. By considering their circumstances, you gain a
clearer understanding of their body language and what it communicates.

Be self-aware
The third step in improving your body language communication skills is
becoming more self-aware of your own non-verbal messages. You can be
an expert at reading other people’s body language, but if you are not
aware of your own, you may not be communicating at your full potential.
Being self-aware of your body language involves noticing how you
physically interact with others, being in control of your facial expressions
and being intentional with your gestures. By practicing your non-verbal
communication, you can cultivate in yourself an ability to show interest,
engagement and professionalism using body language.

Body language is an important element of communication in the

workplace. Improving your ability to read, understand and interpret body
language will increase your communication competency. Using this guide
and other resources, you can improve your use of non-verbal
communication, which can affect your influence and productivity in the
workplace. Body language proficiency can be an important asset to your
on your journey to becoming an effective and valuable communicator.

Self Check 1-1-1

Answer the following questions.

[Link] can good grooming be practiced?

2. How can we understand body language?

Developed by: Ivy Emily G. Guting

 Answer Key 1.1-1

1) Good taking care of your hair, nails, breath, body odor, and scent.
Keep hair clean and well combed. Nails clean, no bad breath by proper
brushing of teeth, using deodorant for body odor and keeping body clean to
prevent body odor.
2) We can understand body language of a person by being observant,
empathetic, self-aware

Developed by: Ivy Emily G. Guting

LEARNING OUTCOME # 2 Meet client/customer requirements

CONTENTS:
Assignment instructions
Post orders
Reviewing assignment instructions
Discussion techniques with client/customer
Implementing required changes
Referral to appropriate employer/personnel
Clarification of client needs and instructions

ASSESSMENT CRITERIA:
Assignment instructions and post orders are identified and understood
according to standard procedures
Scope to modify instructions/orders is accomplished in light of changed
situations
Client requirements are met according to the assignment instructions
Changes to client’s needs and requirements are monitored and appropriate
action is taken
All communication with the client or customer is cleared and complied with
assignment requirements

CONDITIONS:
The trainee/ student must be provided with the following:
Access to workplace location or simulated workplace environment
Materials relevant to the unit
Company policy and procedures
Assignment instruction
•
ASSESSMENT METHOD:
 Demonstration
 Observation

Developed by: Ivy Emily G. Guting

  Interviews/Questioning

LEARNING EXPERIENCES

LEARNING OUTCOME #2: Meet client/customer requirements

Learning Activities Special Instructions

4. Read Information sheet 1.1-2

Read and understand the Information
5. Answer Self Check 1.1-2
Sheets. After reading, answer the
6. Compare your answers to An- Self-check next to it and to check if
swer Key 1.1.2 your answers are correct you may
refer to the Answer Key. If you got
all the correct answers you may
proceed to the next activity.

If you have questions or clarifications,

do not hesitate to ask your Trainer.

If all the tasks are finished in this

Learning Outcome, present your
work to your trainer for evaluation.

If you have finished all the activities in this Learning Outcome, let the
trainer evaluate your work and ready for Institutional Assessment. If
the remark is Competent, you may proceed to Learning Outcome 2.
If the remark is Not Yet Competent, study the module until you got it all
correctly.

Information Sheet 1.1-2

What A Bookkeeper Must Does, and What he must Possess

The word bookkeeper first appeared in the English language around

1555, making this a centuries-old profession. The simplest bookkeeper job
description is keeping track of someone’s money. Once upon a time,
bookkeepers recorded and reconciled the financial records of individuals and
businesses in books called ledgers. Before adding machines, calculators and
computer software became widely available, bookkeepers kept all these records
manually. Today, even with the help of technology, bookkeepers need
impeccable math skills.

Developed by: Ivy Emily G. Guting

 The word bookkeeper first appeared in the English language around
1555, making this a centuries-old profession. The simplest bookkeeper job
description is keeping track of someone’s money. Once upon a time,
bookkeepers recorded and reconciled the financial records of individuals and
businesses in books called ledgers. Before adding machines, calculators and
computer software became widely available, bookkeepers kept all these records
manually. Today, even with the help of technology, bookkeepers need
impeccable math skills.
The following are the main duties and responsibilities of a bookkeeper:

1. Check and verify source documents such as invoices, receipts, computer

printouts.
Source documents are the physical basis upon which business transactions
are seen. The verification of these documents is important in any business.
Source documents are typically retained for use as evidence when auditors
later review a company's financial statements, and need to verify that
transactions have, in fact, occurred. They usually contain the following
information:
A description of a business transaction
The date of the transaction
A specific amount of money
An authorizing signature
2. Allocate and post financial transaction details to journals.
Recording of transactions is the first and one of the most crucial part of the
bookkeeping process.
3. Transfer data to general ledger
4. Reconcile and balance all accounts
5. Draw up financial statements (trial balance, income statement, balance
sheet)
6. Collate and analyze account data and generate financial reports
7. Maintain internal control systems

In order to build credibility with customers or clients, a bookkeeper should

possess characteristics of a good bookkeeper. They are the following:
Characteristics of a Good Bookkeeper:
1. A Positive Attitude
A bookkeeper is required to overcome many challenges as they try to
construct and develop their business. As a business owner, it can be lonely
when there is no higher authority to turn to when things go south. You,
alone, will be responsible for figuring out and resolving any problems. It is
essential that you don’t get down with a negative outlook and that you
always address issues with optimism.

2. A Difference Maker

Developed by: Ivy Emily G. Guting

Being a difference-maker means caring about your job. Make sure that you
are satisfying your clients and do everything favorable for them. It won’t
help you to be a bookkeeper who does data entry. Make a difference by
being someone who breaks everything down to look for the possibility of
saving money within your client’s business. If you can do this, you will be
considered extremely valuable. Check out America's Best Bookkeepers

3. Hard Working
As with any job, this trait is essential. Whether it is bookkeeping or not,
starting your own business requires tons of hard work and patience. While
having your own business has many benefits, you should be ready to put in
your hard work to kick it off effectively. You can never become a great
bookkeeper if your bookkeeping skills are not up to the mark, and you are
not working hard to make sure that all of your clients are happy and
satisfied with you as their bookkeeper.

4. Organized
Any job probably requires you to be somewhat organized. However, when it
comes to bookkeeping, it is essential for a variety of reasons. Being
organized is key to being more efficient and ensuring things run smoothly,
especially in journalizing.

Another reason why being organized is essential when it comes to

bookkeeping is that, in many instances, you will be required to do “house
cleaning” after signing on with new clients. This requires you to organize
and clean out the issues in their finances before you even start with the
actual bookkeeping.

5. Able to Work Effectively on Multiple Projects

Not to be confused with the ability to multitask, working on multiple
projects at one time means having the ability to determine the projects you
are required to do first and the priority order you complete your tasks. You
are continually going to have more than one client, and they all will require
your undivided attention. Moreover, each of your clients’ businesses is going
to be at different stages and will require you to work on different levels as
their bookkeeper.
6. Detail Oriented
The importance of this trait in a bookkeeper is understandable. Ultimately,
you are supposed to deal with the finances of your clients. Apart from that,
if you are also capable of finding or suggesting ways your clients can
improve their profits, there is a huge possibility that you will retain them for
a long time.

7. Personable
Relationships are an essential part of the bookkeeping business. This is a
significant reason why clients choose you. If the people you work for are not
able to connect with you, they will find it difficult to develop trust with you.

Developed by: Ivy Emily G. Guting

Being personable is one of the essential character traits of any great
bookkeeper.

As a bookkeeper, you are not just supposed to crunch numbers. You are
required to crunch numbers while caring what those numbers mean and
communicating with your clients as human beings, not only as individuals
who just do the bookkeeping for their business.

Self Check 1.1-2

1. What are the main responsibilities of a bookkeeper?

2. Identify 4 characteristics of a good bookkeeper.

Developed by: Ivy Emily G. Guting

 Answer Key 1.1-2

1. Check and verify source documents such as invoices, receipts, computer

printouts.
Allocate and post financial transaction details to journals.
Transfer data to general ledger
Reconcile and balance all accounts
Draw up financial statements (trial balance, income statement, balance
sheet)
Collate and analyze account data and generate financial reports
Maintain internal control system.

2. Positive attitude, difference maker, hard working, organized, Able to

Work Effectively on Multiple Projects, detail oriented, personable

Developed by: Ivy Emily G. Guting

LEARNING OUTCOME # 3 BUILD CREDIBILITY WITH
CUSTOMERS/CLIENTS
CONTENTS:
 Interpersonal skills
 Customer service skills
 Telephone etiquette
 Maintaining records

ASSESSMENT CRITERIA:
 Client expectations for reliability, punctuality and appearance are adhered
to
 Possible causes of client/customer dissatisfaction is identified, dealt with
and recorded according to employer policy
 Client is fully informed of all relevant security matters in a timely manner
and according to agreed reporting procedures

CONDITIONS:
The trainee/ student must be provided with the following:
 Company policy and procedures manual
 Appropriate tools and materials relevant to the unit
 Access to workplace location or simulated workplace environment

ASSESSMENT METHOD:
 Demonstration
 Observation
 Interviews/Questioning

Developed by: Ivy Emily G. Guting

 LEARNING EXPERIENCES

LEARNING OUTCOME #2: Meet client/customer requirements

Learning Activities Special Instructions

7. Read Information sheet 1.1-2

Read and understand the Information
8. Answer Self Check 1.1-2
Sheets. After reading, answer the
9. Compare your answers to An- Self-check next to it and to check if
swer Key 1.1.2 your answers are correct you may
refer to the Answer Key. If you got
all the correct answers you may
proceed to the next activity.

If you have questions or clarifications,

do not hesitate to ask your Trainer.

If all the tasks are finished in this

Learning Outcome, present your
work to your trainer for evaluation.

If you have finished all the activities in this Learning Outcome, let the
trainer evaluate your work and ready for Institutional Assessment. If
the remark is Competent, you may proceed to Learning Outcome 2.
If the remark is Not Yet Competent, study the module until you got it all
correctly.

Developed by: Ivy Emily G. Guting

 Information Sheet 1.1-3: Interpersonal Skills, Customer Service, Tele-
phone Etiquette, and the Importance of Maintaining Records

What Are Interpersonal Skills?

Interpersonal skills are sometimes called employability skills. The word
“employability” is a tip-off about the importance of interpersonal skills: they’re
so crucial that hiring managers really don’t want to hire candidates without
them.

Many careers require consistent, if not constant, interaction with other people.
This is true even for jobs that would seem to favor introverted personalities and
independent work styles. For example, even if you’re a software engineer,
writer, or statistician, you still need to be able to communicate and collaborate
with your team.

It’s important to emphasize your interpersonal skills in your cover letter and
resume, and then back up those claims with your behavior during job
interviews.

Even if you excel at the technical aspects of your job, employers won’t want to
hire you if it seems like you’d be a disaster to work with.

Types of Interpersonal Skills

Communication
One of the most important interpersonal skills in any job is communication.
Whether you work in IT, customer service, construction, or any other industry,
you will need to be able to communicate clearly and effectively with others both
verbally and in writing. Some jobs also require skills in effective public
speaking.

Nonverbal communication
Public speaking
Developed by: Ivy Emily G. Guting
Verbal communication

Conflict Management
Whether you are a manager or an employee, you will likely need to resolve
conflicts at some point in your job. This might involve solving an issue between
two staff members, between yourself and a colleague, or between a client and
your company. You will need to be able to listen fairly to both sides and use
creative problem solving to arrive at a solution.

Conflict resolution
Constructive criticism
Counseling
Mediating
Problem solving
Empathy
Part of being a good manager, employee, or colleague is the ability to
understand and show empathy for others. If a customer or colleague calls with
a complaint, for example, you will need to listen thoughtfully to the person’s
concerns and express compassion for their issue. Empathy is an important
skill that will help you get along with everyone in the workplace.

Caring
Compassion
Diplomacy
Diversity
Helping others
Kindness
Patience
Respect
Sensitivity
Sympathy
Leadership
Even if you are not a manager, it is important to have some leadership
experience and ability. Leadership requires being able to motivate and
encourage others and help a team achieve success.

Encouraging
Inspiring trust
Instructing
Management
Mentoring
Developed by: Ivy Emily G. Guting
Motivation
Positive reinforcement
Listening
Listening is a skill that goes hand in hand with good communication. While
you need to be able to express your own ideas, you also need to thoughtfully
listen to the ideas of others. This will help your clients, employers, colleagues,
and employees feel respected and valued.

Active listening
Curiosity
Focus
Inquiry
Negotiation
Negotiation is an important skill for many positions. Depending on the specific
job, it might involve creating formal agreements (or contracts) between clients
or helping colleagues solve a problem and determine a solution. To be a good
negotiator, you must be able to listen to others, use creative problem solving,
and arrive at an outcome that satisfies everyone.

Negotiating
Persuasion
Research
Positive Attitude
Employers want to hire employees who make the office a brighter place. They
want people with a friendly, positive demeanor. This doesn’t mean you have to
be the most social person in the office, but you must be willing to develop some
sort of a positive rapport with your colleagues.

Behavioral skills
Developing rapport
Friendliness
Humor
Networking
Social skills
Teamwork
Even if your job involves a lot of independent work, you still need to be able to
collaborate with others. Teamwork involves several of the skills already
mentioned: you need to be able to listen to others, communicate your own
goals, motivate your team, and resolve any conflicts that may arise.

Collaboration
Group facilitating
Team building
Developed by: Ivy Emily G. Guting
Teamwork

What is customer service?

Customer service is the act of providing support to both prospective and
existing customers. Customer service professionals commonly answer
customer questions through in-person, phone, email, chat, and social media
interactions and may also be responsible for creating documentation for self-
service support.
4 key principles of good customer service
Good customer service has four key qualities: It’s personalized, competent,
convenient, and proactive. These four factors have the biggest influence on the
customer experience.

Personalized: Good customer service always starts with a human touch.

Personalized interactions greatly improve customer service and let customers
know that your company cares about them and their problems. Instead of
thinking of service as a cost, consider it an opportunity to earn your customer’s
business all over again.
Competent: Consumers have identified competency as the element that plays
the biggest role in a good customer experience. To be competent, a customer
support professional must have a strong knowledge of the company and its
products, as well as the power to fix the customer’s problems. The more
knowledge they have, the more competent they become.
Convenient: Customers want to be able to get in touch with a customer service
representative through whichever channel is the most convenient for them.
Offer support through the channels of communication your customers rely on
most, and make it easy for customers to figure out how to contact you.
Proactive: Customers want companies to be proactive in reaching out to them.
If one of your products is backordered or your website is going to experience
downtime, proactively reach out to your customers and explain the problem.
They may not be happy about the situation, but they will be thankful that you
kept them in the loop.
Telephone Etiquette

Answer the call within three rings.

Immediately introduce yourself.

Speak clearly.

Only use speakerphone when necessary.

Actively listen and take notes.

Use proper language.

Remain cheerful.

Ask before putting someone on hold or transferring a call.

Be honest if you don't know the answer.

Developed by: Ivy Emily G. Guting
Be mindful of your volume.

Check for and respond to voicemails.

1. Answer a call within three rings.

If your position entails always being available to callers, you should actually be
available. That means staying focused and answering calls immediately. The
last thing you want to do is keep a customer waiting after a string of endless
ringing or send them to voicemail when you should've been able and ready to
reply.

As long as you're alert and at your phone at all times — excluding breaks —
this rule should be fairly simple to follow. However, we recommend responding
within three rings in order give yourself enough time to get in the zone and pre -
pare for the call. Picking up the phone right away might leave you flustered.

2. Immediately introduce yourself.

Upon picking up the phone, you should confirm with the person whom they
have called. In personal calls, it's sufficient to begin with a "Hello?" and let the
caller introduce themselves first. However, you want to allow the caller to know
if they've hit a wrong number, as well as whom they are speaking with.

Practice answer the phone with, "Hi, this is [Your first name] from [Your com -
pany]. How can I help you?" Your customer will be met with warmth, which will
encourage a positive start to your call. And, if it ends up being an exasperated
college student trying to order pizza, they'll at least appreciate your friendli-
ness.

3. Speak clearly.

Phone calls, while a great option for those who detest in-person interaction, do
require very strong communication skills. For one, the person on the other end
of the line can only judge you based on your voice, since they don't get to iden-
tify your body language and — hopefully — kind smile.

You always want to speak as clearly as possible. Project your voice without
shouting. You want to be heard and avoid having to repeat yourself. A strong,
confident voice can make a customer trust you and your support more. In case
of bad cell service or any inability to hear or be heard, immediately ask to hang
up and call back.

Developed by: Ivy Emily G. Guting

4. Only use speakerphone when necessary.

We all know the trials of speakerphone. It's easier for you because you can use
your hands to multitask. However, for the other caller, it's like trying to hear
one voice through a honking crowd of taxis in Manhattan — impossible and
frustrating.

Give your customers your full attention, and avoid speakerphone. This will
make it easier for both parties to be heard, and it will ensure that you're actu-
ally paying attention to them. You may need to use speakerphone at rare occa-
sions, such as when it's a conference call or when you're trying to troubleshoot
on the phone. While speakerphone may be appropriate at these times, it's al-
ways better to use a headset to remain hands-free.

5. Actively listen, and take notes.

Speaking of paying attention to your customers, it's essential that you're ac-
tively listening to them throughout the conversation. Actively listening means
hearing everything they have to say and basing your response off of their com-
ments, rather than using a prescribed script. This proves to your customers
that you're present and are empathetic to their inconveniences.

It's helpful to take notes during support calls. You'll want to file a record post-
conversation, and notes will be immensely helpful. It also ensures that, during
long-winded explanations from customers, you can jot down the main points
and jump into problem-solving without requiring them to repeat.

6. Use proper language.

A key difference between professional and personal phone calls is obvious —

the language. It might be acceptable to use slang and swears when talking on
the phone with your friends, but this kind of language can cause you to lose a
customer for life.

Always be mindful and respectful when on the phone. You never know what
customers might be offended by something you say, so it's best to use formal
language. It's okay to throw in humor if appropriate, but never crack a joke
that could upset a customer.

7. Remain cheerful.

Developed by: Ivy Emily G. Guting

You never know when a customer is having a bad day. When someone is rude
to you on the phone, your immediate reaction may be to put them in your
place. First, though, take a moment to step into their shoes and recognize why
they're so upset.

The point is to always remain positive and friendly, especially in the face of
negativity. Your optimistic outlook may be enough to turn a failing phone call
right around. Remind yourself that the last thing your customer probably
wanted was to spend their afternoon on the phone with customer support. So,
make that call the best it can be, and it may create a loyal, lifetime customer.

8. Ask before putting someone on hold or transferring a call.

There's often nothing more infuriating than being put on hold. After waiting on
hold for ten or fifteen minutes to speak with a real-life human being, you finally
get to explain your problem. Then, you're immediately put back on hold and
then transferred to someone else to whom you must re-explain the whole prob-
lem. Talk about exhausting.

However, if you must put a customer on hold or transfer their call, always ask
for their permission first. Explain why it's necessary to do so, and reassure
them that you — or another employee — are going to get their problem solved
swiftly. By keeping your customer in the loop, they'll be less inclined to com-
plain about a long wait time.

9. Be honest if you don't know the answer.

You might need to put a customer on hold or transfer their call if the dreaded
occurs — you don't know the solution. Perhaps you've tried everything you can
or simply have no idea what they're talking about. Don't panic; customer sup-
port representatives are humans, too, and it's okay not to be the omniscient
voice of reason.

It's best to admit when you don't know something, rather than making excuses
or giving false solutions. However, tell them that you're going to do everything
you can to find an answer and get back to them momentarily, or find a co-
worker who does know the answer. Customers don't typically expect you to
have all the solutions at hand, but they will expect you to be transparent.

10. Be mindful of your volume.

Developed by: Ivy Emily G. Guting

You may be so focused on your phone call with a customer that you're barely
paying attention to your present setting. When working in a call center, things
can get pretty loud. You always want to be mindful of your volume and ensure
that you're not disrupting the ability of your co-workers to speak to customers
and get their work done.

If you are on a call that requires you to speak louder due to a bad connection
or a hard-of-hearing customer, simply step out of the room and speak with
them separately. Your customers are always your main concern, but you don't
want to inhibit the work ethic of others in your workplace.

11. Check for and respond to voicemails.

It's quite possible that a customer might reach out to you when you're on a
break or after you've left work for the day. If it's possible for you to receive
voicemails, make sure you're always checking for them. It's easy for a voicemail
to slip under the radar, but the customer won't easily forget.

Start and end each day by checking your voicemail. It takes just a few minutes
and can avoid a lost customer support request. Your customers will appreciate
your prompt response, and you can get on to doing what you do best — provid-
ing knowledgeable and friendly support.

These tips should provide you and your team with basic guidelines for phone
etiquette and, if executed properly, your company should see significant im-
provement in customer experience.

However, there will be some interactions where these actions may not be
enough to defuse the situation. Some customer interactions will require your
team to take special measures to ensure you're meeting the customer's imme-
diate and long-term needs. In the next section, we'll break down a few of these
scenarios and what you can do to resolve them.

The importance of keeping business records

Businesses operating in a fast-paced and dynamic environment, the task of

keeping records can fall secondary to everyday business operations. However,
failing to efficiently keep up-to-date and comprehensive records can hurt your
business’s long term operations.

Probably the most important reason behind sound record-keeping is that it al-
lows you to learn and grow from your own business experiences. Keeping your
Developed by: Ivy Emily G. Guting
records in check will help you understand the current situations of your busi-
ness and also project future profit or losses. In addition, good record keeping
will also show you where your business needs improvement or re-invention.
Here a few records to keep that will prove invaluable in the future.

Financial Statements:

Keeping accurate and up to date financial statements will help you at a time of
lending applications. These finances include income statements as well as bal-
ance sheets that show assets, liabilities and the equities of your business at a
specific date.

Purchases and expenses:

The items you buy and sell to your customers and the costs of running your
businesses. Supporting documents for both of these include invoices, email
records, credit card slips, cancelled cheques, cash registrar tapes and account
statements. These can help you to determine whether your business is improv-
ing, which items are selling, or what changes you may need need to make.

Deductible expenses:

At tax return time it’s handy to have an assortment of receipts and documents
that outline your deductible expenses. These can be costs of travel, transporta-
tion, uniform and entertainment.

Assets:

The properties that you own and use in your business. These records verify in-
formation regarding your business assets, such as when and how you acquired
these assets. They will also help you to determine the annual depreciation
when you sell the assets. Examples of these records include the purchase or
sales invoices and real estate closing statements.

Developed by: Ivy Emily G. Guting

 Self Check 1.1.3

1. What are the qualities of good customer service?

2. Why is keeping records in a business important?

3. Identify 5 practices of good telephone etiquette.

Developed by: Ivy Emily G. Guting

 Answer Key 1.1.3

1. The qualities of a good customer service are: personalized, competent,

convenient, and proactive

2. . Keeping your records in check will help you understand the current sit-
uations of your business and also project future profit or losses. In addi-
tion, good record keeping will also show you where your business needs
improvement or re-invention.

3. The different practices for telephone etiquette are the following:

Answer the call within three rings.

Immediately introduce yourself.

Speak clearly.

Only use speakerphone when necessary.

Actively listen and take notes.

Use proper language.

Remain cheerful.

Ask before putting someone on hold or transferring a call.

Be honest if you don't know the answer.

Be mindful of your volume.

Check for and respond to voicemails.

Developed by: Ivy Emily G. Guting

 References

Understanding Body Language and the Workplace (n.d.). Retrieved from

[Link]
standing-body-language#:~:text=Body%20language%20in%20the
%20work,of%20messages%20in%20the%20workplace.&text=Importantly
%2C%20body%20language%20conveys%20someone's,likely%20have
%20their%20full%20attention.

Amaresan, S. (n.d.). The 11 Essential Rules of Phone Etiquette. Retrieved from

[Link]

Developed by: Ivy Emily G. Guting