Customer service

What is Customer Service?

Customer service is the support you offer your customers both before and after they buy and use
your products or services that helps them have an easy, enjoyable experience with your brand.
But customer service is more than solving a customer’s problems and closing tickets. Today,
customer service means delivering proactive and immediate support to customers anytime on the
channel of their choice phone, email, text, chat, and more.

Customer service is so important that it is now considered a strategic function for organizations
across industries. Three-quarters of agents say their company views them as customer advocates
and brand ambassadors.

Why is customer service important?

In one word: retention. Happier customers are more likely to continue doing business with you.
This helps your bottom line. It’s less expensive to keep current customers than to attract new
ones.

Customer service is also a differentiator that sets your brand apart from competitors that offer
similar products or services. Service teams not only answer questions; they make each
experience personalized to the customer. In fact, 80% of customers say that the experience a
company provides is as important as its products or services.

Meanwhile, frustrating customer experiences contribute to churn. Eighty percent of shoppers will
abandon a retailer after three bad experiences, for example. Great customer service is important
for your brand reputation, too. After all, customers are quick to share negative experiences with
the masses online.

A rich Customer Service will assure you:

• continued success.
• increased profits, higher job satisfaction.
• improved company or organization morals.
• better teamwork.
• market expansion of services/products.

The three key elements for a richer CS:

• Expand your definition of service.

Who are your customers ? external and internal.

• Develop a customer friendly approach.

Customer friendly is a mindset where you care about your customers and view them as the most
important people in your business. Beyond the warm smiles and friendly greetings, it's about
making every customer interaction as pleasant and smooth as possible by caring about them as
humans and not just customers.

Two critical qualities for CFA:

• Communications
• Relationships

Customer Service Skills:

While there are a multitude of customer needs, six basics needs stand out:

• Friendliness • Empathy • Fairness

• Control • Information

The Equation of CS

Customer Service = Accountability + Delivery

 Taking baby steps
Mastering the basics is simple once you learn and practice the baby steps, then you will begin to
build a firm foundation for providing great customer service.

1- First Impressions Matters ( you only get one) mental snapshot.

• People see you first and hear you second.

• Wear appropriate clothing, do not spend a fortune.
• Make sure you are well groomed, buy a full-length mirror for practice.
• Relaxed, open demeanor and smiling will help you personally and interpersonally.

2- Courtesy Counts

• Wait, listen, do not interrupt and act courtesly.

• Say please, thank you, you’re welcome.
• Say excuse me, I’m sorry.
• Use sir and ma’am.
• Use a person’s name when you know it.
• Use yes rather than yeah or yup.
• Say it with a smile

3- things u should not do

• Talking on phone
• smoking
• eating
• chewing gum

4- Attitude Is Everything

People won’t remember what you wore but will remember your attitude.

• Appreciate the good in you and in others,

• Change what you say to yourself (i can do this)
• Believe in yourself
• Believe you can make a difference
• keep an open mind
• do not stereotype people
S.M.A.R.T objectives

Put very simply, SMART objectives (or SMART goals) are a form of objective setting which
allows managers and employees to create, track and accomplish, short-and-long-term goals.

S — SMART Objectives Should Be SPECIFIC and STRETCHING

M — SMART Objectives Should Be MEASURABLE
A — SMART Objectives Should Be ACHIEVABLE and AGREED
R — SMART Objectives Should Be RELEVANT
T — SMART Objectives Should Be TIME-BOUND

The life S.A.V.E.R.S

In The Miracle Morning, Hal Elrod outlines the Miracle Morning Life S.A.V.E.R.S. These are
six practices for the start of your day that impact your whole day—and your whole life.
Read the book to learn about the six Miracle Morning Life S.A.V.E.R.S..

S – Silence

A – Affirmations

V – Visualization

E – Exercise

R – Reading

S – Scribe

5- Doing the Right Thing: Ethical Issues.

1- Always be honest

2- Do the right things

3- Be accountable for your actions

4- Always be truthful about your products, services, and policies. Never make misleading claims.
 The Art of Problem Solving

1-The L.A.S.T approach

Great customer service is one of the cornerstones Chick-fil-A is built on. I would love to tell you
that we never have any complaints from customers, but that would not be true. Sometimes we
miss the mark. When that happens, we need to respond quickly and act compassionately. Think
back to your training to the acronym we learned: L.A.S.T:

• Listen.

Listen patiently. Listen attentively. There’s nothing frustrating like having your order messed up
and then having the employee ignore you. Doing that will escalate the customer’s frustration
level quickly, well beyond their initial irritation. Listen to what they have to say. Don’t be in a
hurry to make excuses. Listen first. This sets the stage for turning them into a raving fan later.

• Apologize.

Apologize for what happened. Don’t take it personally. It’s not likely something you did directly,
but apologize anyway. You represent Chick-fil-A at that moment for them. More often than not,
all the customer needs to hear is someone recognizing what happened and to take responsibility.
“I am so sorry! This should never have happened.”

• Solve.

The next step is to actually solve the problem. If we left food out of their bag in the drive thru,
obviously we should get them that food. That’s the least we can do. But going the extra mile may
mean driving the food to them if they drove back to their home or office before realizing what
we had done. Most of the time the customer wants… wait for it… to be heard and apologized to
(“Listen” and “Apologize”). No excuses. Listen. Apologize. Then solve the problem, going the
extra mile whenever possible.

• Thank.

Thank them? Absolutely. Many times a customer who has a bad experience will not say anything
further to us, they just won’t come back. If they bring something negative to our attention, that is
an opportunity for us to get better at serving them. That alone deserves a “thank you!” That
heartfelt gratitude on our part may be all it takes to turn them from a frustrated customer to a
raving fan, all because we fixed an issue correctly.
2- Example practice

How could the employee handle Steve’s objection?

“Would you like any other sides?”

“No thanks.”

“Nothing for anyone else?”

“No one mentioned anything. I wouldn’t know what to order.”

“I understand, but potato salad would be a good choice. We do have a larger size.”

“Hmm, I’m not sure.”

“The larger size only costs a dollar more than the price for the side order size. How does that
sound?”

“Only a dollar more? OK, that sounds good.”

“Great. Just one more thing, do you want spicy or regular mustard?”

“Regular.”

When Steve said no, the employee gave him another option, then asked a follow- up question. If
Steve said no again, it would be time to move on.

3- 3 tips to provide great customer service.

1- Smile and be friendly.

2- Use a diplomatic and a professional tone.

3- Do not forget 2 important words “sorry” and “thank you”

 Telephone CS
1- Conversations over the phone ( not just what to say but how to say it)

▪ Tone of voice and attitude

For example:

◦ A flat tone of voice says to the customer, “I don’t like my job and would rather be

elsewhere.”

◦ Slow pitch and presentation say, “I am sad and lonely – do not bother me.”

◦ A high pitch, rapid voice says, “I am enthusiastic and excited!’

◦ A loud voice says, “I’m angry and aggressive.”

Be personable (all about the human element)

▪ Introduce yourself with your name

▪ Use the customer’s name whenever possible
▪ Ask personal, but appropriate, questions to get to know the customer
▪ Showcase positive language
▪ Be lively and well-informed

Don’t ignore the power of note-taking

Restate the customers’ issue and provide clear steps for resolution (mirroring, and it gives
customers the confidence that you are taking their issue seriously and also gives them the
opportunity to add any details that might’ve been missed and
ask for feedback

Keep your most common FAQs ready (know the frequently asked questions)

Track your metrics and collect data

Don’t interrupt a customer and engage in active listening

Offer to follow up through a separate communication channel

Don’t hesitate to escalate a situation or ask for help (Escalation should be a last-ditch effort,
Supervisors may be better placed to provide the solutions, rather than an agent bluffing their way
through the call.)
2- Telephone etiquette. ( you actually hear a smile)

3- Answering the telephone.

• 3 rings, more means chaos at work

• greetings show respect
• thank the caller for calling
• give ur name so when they call back they have a point of reference
• ask the customer how can i help, it leave a positive impression

Put it altogether and you have a good example:

“Good morning, thanks for calling the Insect Farming and Trading Agency, my name is Emma,
how may I help you?”

The greeting is key, it sets the tone and style of the whole interaction.

4- Trouble shooting.

Some things which may upset a customer are simply unavoidable. Here are some tips on how to
best handle these situations.

“Putting a Customer on Hold” “Transferring a Call” “Taking a Message”

Explain that your co-worker is in a meeting, conference, briefing, or training.

you can say he’s on holiday but don’t give details

“Ending the Call”

positive note, repeating any actions agreed to be taken and what is going to be done to help or
serve the customer.
 CS for ground staff
Traits:
- Patience
- multitasking abilities
- teamwork skills

1- customer service agent/executive CSA/CSE

- Reservations
- Checking service at the checking counter
- Boarding service at the flight’s boarding gates
- meeting passengers at the arrival base.
2- commercial
- ticketing
- count the luggage and weight
3- security department:
- Guard the airplane
- check the aircraft because take-off and landing
- check the passenger’s baguage( scanning)
- check the crew’s baguage
4- Ground staff interview:
- tell me about yourself
- why ground staff?
- what have you been doing since your last job?
- why do you want to leave that job?
- what kind of difficulties that you faced in that job?
- what are your salary expectations?
- how do you react to instructions and criticism?
- what are your hobbies?
- what contributions can you make if you get this job?

Owner: Hadjer MAACHI, Coach: Imene BOUDIA