REVIEWER: FINAL EXAMINATION & GROUP QUIZ

MODULE III: CUSTOMER SERVICE IN A

DIVERSE WORLD The listening involves four stages:
1. Hearing and Receiving the
LESSON 1: LISTENING TO THE
Message (Receiving)
CUSTOMER
Paired with hearing, attending is the
A. WHY IS LISTENING SO IMPORTANT? other half of the receiving stage in the
 Allows us to demonstrate that we are listening process. Attending is the
paying attention to the thoughts, process of accurately identifying and
feelings and behaviors of the other interpreting particular sounds we
person. hear as words.
 Maintains productive relationships, 2. Attending (Understanding)
and sometimes the only way to Understanding or comprehension is
establish communication. “shared meaning between parties
 Effective Listening provides the in a communication transaction”
information required to enable and constitutes the first step in the
organizations to adapt to meet the listening process.
changing needs of customers and 3. Comprehending or Assigning
keep up with market trends. Meaning (Evaluating)
During the evaluating stage, the
 Good listening and skillful
listener determines whether or not the
questioning give a powerful
information they heard and
message to those with whom you
understood from the speaker is well
interact.
constructed or disorganized,
 Listening and questioning are an
biased or unbiased, true or false,
inherent part of most life skills,
significant or insignificant.
fundamental to human interaction,
The evaluating stage occurs most
and a major factor in the success of a
effectively once the listener fully
good communicator.
understands what the
speaker is trying to say.
Listening skills are essential to many
4. Responding
business roles and functions, including:
The stage of the listening process in
 managing, coaching, mentoring,
which the listener provides
facilitation
verbal and/or nonverbal reactions.
 sales, negotiation, arbitration, market
research “Effectively engaging with all four stages of
 appraisal, interviewing, training, the listening process lets us best gather the
consultancy information we need from others.”
Good listening is also a vital part of these
activities: C. CHARACTERISTICS OF A GOOD
 making decisions LISTENER
 reaching agreements 1. EMPATHY
 selling and influencing Empathic listening is the practice of
 dealing with customer complaints being attentive and responsive to
 getting and giving information (such others’ input during conversation.
as policy, instructions, feedback,
marketing information). Qualities of Empathic Listening
 Presence
B. WHAT IS LISTENING?  Compassion
 Receiving language through the  Wisdom
ears.  Non-judgement
 Listening involves identifying the  Trustworthiness
sounds of speech and processing  Patience
them into words and sentences.  Responsiveness
 Requires focus and attention. It is a
skill that some people need to work at Benefits of Empathic Listening
harder than others.  Building working relationships
 Helping you act considerately
 Increasing Productivity
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 Problem solving  IDENTIFIES AGREEMENTS

How to Listen Empathically AND DISAGREEMENTS
 Create a comfortable space for  CONSIDERS DIFFERENT
sharing POINTS OF VIEW
 Acknowledge the speaker’s
feelings 4. PATIENCE
 Pay attention to body language  Place yourself in the other
 Let them guide the conversation person's shoes.
 Wait to speak  Avoid comparing the person's
 Be encouraging experiences to your own.
 Don't try to help immediately.
2. UNDERSTANDING  Sympathize.
Listening is the ability to receive,  Remember what you've been
understand, interpret and respond to told.
verbal and nonverbal messages from  Follow up
the speaker.  Know what not to do.

LISTENING COMPREHENSION is LESSON II: LISTENING STRATEGIES

part of the communication skills such
as the development of reading and A. CAUSES OF LISTENING BREAKDOWN
writing comprehension.
PERSONAL OBSTACLES
CRITICAL THINKING is “the 1. Mind reading assuming that we
intellectually disciplined process of already know what people thinks.
actively and skillfully conceptualizing, 2. Rehearsing: planning out what we
applying, analyzing, synthesizing, want to say next.
and/or evaluating information 3. Filtering: listening only to what we
gathered from, or generated by, believe is important.
observation, experience, reflection, 4. Judging: Evaluating what the other
reasoning, or communication, as a person is saying without really
guide to belief and action. It is the attempting to empathize.
process by which people 5. Day Dreaming: Getting lost in our
qualitatively and quantitatively own thoughts/memories while
assess the information they have someone is talking.
accumulated, and how they in turn 6. Advising: Jumping to give
use that information to solve suggestions or “solutions.”
problems and forge new patterns of 7. Sparring: Invalidating the other
understanding. It is imperative to person by being argumentative or
effective communication, and thus, debating.
public speaking. It is “a way of 8. Being Right: Ignoring or resisting
taking up the problems of life.” any evidence-being defensive.
9. Derailing: Immediately changing the
Critical thinking skills include subject.
observation, interpretation, 10. Placating: Being quick to agree with
analysis, inference, evaluation, whatever is being said to end the
explanation, and metacognition. discussion.

3. ATTENTIVENESS LISTENING SKILL LEVEL

Attentive and active listening means Level #1: Passive listening
absorbing and being able to This is the lowest level of listening. At this
accurately recall what the other level, the listener pays little attention and
person has said, to reach a mutual catches only a few words here and there.
understanding. Level #2: Responsive Listening
 NO MISUNDERSTANDINGS At this level of listening, we give the speaker
 WILLINGNESS OF verbal or nonverbal indicators that we are
SPEAKER TO OPEN UP listening, a head nod or an occasional “uh-
MORE huh,” for instance, but we actually aren’t
 DEFUSE CONFLICT
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paying much attention, and our C. INFORMATION GATHERING AND

comprehension level is still low. TECHNIQUES
Level #3: Selective Listening
Not paying attention to the entire message.  Open-ended Questions are free-
We aren’t interested in the speaker’s entire form survey questions that allow
message, only the part of it that respondents to answer in open
concerns us. text format so that they can
Level #4: Attentive Listening answer based on their complete
In this level of listening, listeners are more knowledge, feeling, and
involved, engaging their intellect in the understanding. It means that the
listening process and are able to response to this question is not
comprehend more information than at limited to a set of options. Open-
previous levels. ended questions are an integral
Level #5: Active Listening part of Qualitative Market
Engaged not only their intellect in listening, Research.
but their emotions as well.
Level #6: Empathic Listening Example of Open-Ended
It is the deepest level of listening. When we Questions
listen empathically, we try to step out of our  If hired, how would you use
own perspective and view things from that of your skills to grow the
the speaker’s. company?
 How can we improve our
EXTERNAL OBSTACLES online store for you?
1. Sensory Overload  What is your age?
We are subjected to thousands of  How do you typically deal
messages every day that compete for our with stress and anxiety?
attention and create sensory overload.
These stimuli bombard us from all  Close-ended Questions are
directions: billboards, signs, advertising, those that start with ‘Can’, ‘Did’,
political speeches and commentary, ‘Will’ or ‘Have’. Most commonly,
music, weather reports, traffic alerts and they take the form of multiple-
continuous world news and more. choice questions, where
2. Auditory Noise respondents choose from a set list
Auditory noise, static or construction of answers. You would use closed
noise makes it extremely difficult to focus ended questions to collect
on the intended message. There are quantitative data. From which
visual noises, such as dim lighting or you’d determine some ‘statistical
lights from passing cars that make it significance’.
difficult for you to focus.
Example of Close-ended
B. STRATEGIES FOR IMPROVED Questions
LISTENING  Do you like our service?
 Is London the capital of
1. Getting the Main Idea from the England?
Introduction  What year were you born?
2. Using an Outline to Take Notes  On a scale of 1-10, how
3. Using Graphic Organizers satisfied are you?
4. Listening for Definitions  Which university did you
5. Listening for Supporting Details attend?
6. Listening for Similarities and
Differences Difference between Open Ended and
7. Listening for Referencing Phrases Closed Ended Questions
8. Listening for Causes and Effects
9. Listening for Solutions to Problems The difference between open ended and
10. Verifying Hypotheses closed ended questions lies in the data they
11. Using Keywords to Take Notes collect. Closed questions collect data that
12. Using Abbreviations and Symbols to can be used to draw generalized conclusions
Take Notes based on statistical analysis.
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Open ended questions ask respondents to LESSON III: CUSTOMER SERVICE

describe a subject. You’d then look for trends AND BEHAVIOR
and patterns in the in the responses you’ve
collected. Think of these question styles as A. What are Behavioral Styles
‘tasks’ with different outputs.  DOMINANCE STYLES are driven
by two governing needs: to control
Advantages of Close Ended Questions and achieve. Dominance Styles
 People can answer quickly are goal-oriented go-getters who
 Easier to understand and interpret are most comfortable when they
 Results are easy to analyze are in charge of people and
 Answer options provide context to situations. They want to
questions accomplish many things-now-so
 People are more likely to answer they focus on nonsense
sensitive questions approaches to bottom-line results.
 Respondents can’t give irrelevant  INFLUENCING STYLES are
answers friendly, enthusiastic “party-
 You can include another text box with animals” who like to be where the
close ended questions if a respondent action is. They thrive on the
wants to provide a unique answer admiration, acknowledgment, and
compliments that come with being
Disadvantages of Close Ended Questions in the limelight. Their primary
 Your answer lists can provoke strengths are enthusiasm, charm,
choices that participants to make a persuasiveness, and warmth.
choice they otherwise wouldn’t have.  STEADY STYLES are warm and
 Some respondents may feel that nurturing individuals. They are the
none of the set answers reflect their most people-oriented of the four
own opinion or experience. In these styles. Steadiness Styles are
cases, they may choose to skip the excellent listeners, devoted
question or even select an answer at friends, and loyal employees.
random. Their relaxed disposition makes
them approachable and warm.
 Too many answer choices may deter
They develop strong networks of
or confuse respondents. So, you
people who are willing to be
should only provide the most
mutually supportive and reliable.
important and relevant options. See
our article on writing survey answers.  CONSCIENTIUOS STYLES are
analytical, persistent, systematic
 It’s difficult to identify those who
people who enjoy problem
misunderstand a question and
solving. Conscientious Styles are
choose the wrong answer as a result.
detail-oriented, which makes them
 The format of close ended questions
more concerned with content than
may be too simple for complex
style. Conscientious Styles are
issues. Especially if a respondent
task-oriented people who enjoy
wants to provide more detail on a
perfecting processes and working
subject.
toward tangible results.
 To identify ‘statistical significance’ in
results, you’ll need to collect a larger
B. Identifying Behavioral Styles
data set.
Dominance – Focuses on Controlling the
Environment
TIPS FOR USING CLOSE-ENDED
Goals
QUESTIONS
 Wants to get results
1. Become an expert but write questions
 Likes “do it and do it now”
for those who aren’t
approaches
2. Keep questions simple and clear
3. Ensure answer choices are exclusive  Wants to be in charge
and exhaustive  Likes new opportunities and
4. Only provide answers that are challenges
relevant  Wants opportunity for advancement
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 Likes initiating change and taking Steadiness – Focuses on Cooperating

risks with Others
Fears/Avoids Goals
 Being taken advantage of  Likes to be involved with people
 Losing control over the environment  Wants everyone to do their share
 Boredom  Likes things to run smoothly
 Being tied to routine  Wants stability and security
 Appearing weak or soft  Wants conflict-free environment
To Be More Effective Enjoys being a good listener
 Develop more patience with other  Calming excited people
people Fears/Avoids
 Learn to negotiate with others  Situations where nobody knows what
 Develop greater awareness of other is happening
people’s needs  Confusion and instability
 Verbalize reasons for conclusions.  Lack of clarity on expectations
Overuses  Situations requiring aggressive
 Creating challenges confrontations
 Moving people and situations To be More Effective
around in his/her favor  Learn to handle change better
 Change for the sake of doing  Become more assertive
something new  Increase his/her comfort with handling
conflict
Influencing – Focuses Energies on Others  Vary routines occasionally
Goals  Become more receptive to short-cut
 Wants to be involved with people methods
 Wants to have fun while getting things  Speak up when concerned or upset
done Overuses
 Likes to help people talk things out  Modesty
 Wants freedom from following  Accommodation to others
through on details  Predictability
 Making a favorable impression
Fears/Avoids Conscientiousness – Focuses on the
 Being blamed for things going wrong “Right” or “Correct” Way
 Having people be upset with him/her Goals
 Not being liked  Wants specific criteria for
 Public humiliation performance
To be More Effective  Likes accuracy
 Become more objective in making  Likes setting and meeting high
decisions standards
 Develop more organized, systematic  Wants opportunities to analyze and
approaches to tasks assess
 Improve follow-through by paying  Likes logical, systematic approaches
attention to key details to work
 Learn to be direct and firm when Fears/Avoids
confronting others  Unjustified personal criticism
 Gain more control over use of time  Criticism of what he/she has done
Overuses  Changes and surprises that may
 Emotional expressions or outbursts affect his/her performance
— others may feel attacked  Spontaneous displays of feelings
 Verbalizing thoughts and feelings  Situations that require talking about
 Humor, playfulness his/her personal life
 Meetings, discussions To be More Effective
 Develop more comfort with
emotionally charged situations
 Determine potential payoff before
investing time analyzing a task
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 Learn to value informal interactions focus on cooperating with others to carry out
with others a particular task. They are calm, patient, and
 Adjust his/her standards to the needs predictable individuals.
of the environment
 Practice confronting directly rather CONSCIENTIOUSNESS: They prioritize
than making indirect comments quality and precision and are conscientious
Overuses towards work under the given work
 Analysis circumstances. They emphasize knowledge,
 Criticism of performance — both of quality, expertise, and growth. They are
self and others discreet, diplomatic, and judicious in
 Defensiveness when questioned approach.
about his/her performance
LESSON IV: SERVICE BREAKDOWNS
 Logical approaches to people and
situations
A. What is Service Breakdowns?
Service breakdowns occur daily in all types
C. Communicating with each Behavioral
of organizations. They happen whenever the
Style
product or service delivered fails to meet
customer needs, wants and expectations.
 To enhance the effectiveness of
communication between individuals,
B. The Role of Behavioral Style
primarily those who interact with
Some potentially challenging customer
global stakeholders, DISC is a
service scenarios:
wonder tool.
1. An Upset Customer
 The DISC model: It is a
Disney, host to over 135 million
comprehensive and organized model
customers at its parks each year, has
that segregates people into four
dealt with its share of angry
primary behavioral and
customers. They’ve also developed a
communication styles: D
solution to de-escalate interactions
(Dominance), i (influence), S
with angry patrons and convert them
(Steadiness), and C
into loyal customers. Their technique
(Conscientiousness).
is called H.E.A.R.D, and is used by
 DISC is research validated tool and is many in the customer service
bound to enhance the productivity, industry.
efficiency, and overall effectiveness of H.E.A.R.D. stands for:
business communication.
 H – Hear. “Tell me what
happened here.” Engage in
The Four Letters and Their Interpretation
active listening to absorb the
customer’s complaint without
DOMINANCE: An individual who is said to a
interruptions. Let them explain to
D personality is largely result-oriented.
you, in full, why they are angry.
He/she has the ability to accept challenges,
 E – Empathize. A little empathy
adopt a straightforward and upright
can go a long way toward
disposition, focuses on the main point of
calming an irate customer.
discussion, and does not hesitate to bluntly
 A – Apologize. A sincere
state opinions or decisions.
apology can help your customer
feel heard and understood.
INFLUENCE: Individuals with the ‘I’ style
give importance to persuasion and  R – Resolve. Finding a solution
influencing others and thus building the work to help resolve the issue with the
environment. Their personality traits include customer is important. Don’t
magnetic charm, warmth, enthusiasm, a hesitate to ask them, “What can
trusting nature, positivity, and optimism. we do to make this right?”
 D – Diagnose. Figure out what
STEADINESS: People with the S DISC style caused this customer’s problem,
prioritize collaboration and coactions to and find a solution to prevent it
complete the task under the given
circumstances. They thrive on stability and
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from happening again. Feedback and let her know you’re listening.
from negative experiences can be Never give in to the temptation to
invaluable and can show you make excuses or explain your way
how to take steps toward preventing out of her complaints.
the same issue from occurring No matter what she says, respond
again. calmly and nicely, and with a smile (if
you can find one) If there are any
2. A Customer is Dissatisfied valid complaints you think you can fix,
3. A Customer Asks You to Bend the then do something about it. It’s
Rules always a good strategy to make a
4. Your Product Isn’t Up to Standard note of all the things he’s asking for
5. You Don’t know the Answer to a and serve him at once. That way, you
Customer’s Question don’t have to deal with him multiple
times.
C. Difficult Customers
3. The Confused/ Indecisive
1. The Demanding/ Bully/ Aggressive Customer
Customer How to handle the
How to handle the demanding/ bully/ confused/indecisive?
aggressive? The key to handling the Indecisive is
It doesn’t really matter whether you’re to determine their hot button. What
right or wrong, bullies don’t care exactly are they most concerned
about your explanations. So, the best about? Price? Quality? Quantity?
way to handle them is to calmly and Features? When you know what their
confidently apologize for the ‘problem’ hot button is, it’s much easier to
and tell them you’re willing to solve ‘force’ them to make a decision. If
the problem if they calm down and tell they make the decision, good for
you exactly how you can help. Don’t you – you’ll make a sale.
ever join them in a shouting match or Another way to move Indecisive
try to match their aggression. towards a decision is to ‘sweeten’ the
Respond politely to them without deal. Give them a price or bulk
raising your voice and never take discount, a free taster, or offer a
their insults and criticisms personally. money-back guarantee. Better still,
Try to understand why they are you can introduce some urgency to
frustrated and wait for them to regain ‘help’ them make a decision. Either
composure. When their anger has way, you need to be strict with this
subsided, take the opportunity to type of customer. If not, they’ll eat up
apologize and offer a solution. your time and energy, and leave you
‘Converted bullies’ can become very exhausted –without a sale, of course.
loyal customers and ambassadors of
your business. 4. The Impatience Customer
How to handle the impatient?
2. The Complainer All customers deserve a prompt
How to handle the complainer? response and quick action, regardless
While his complaints may seem of how difficult
harmless, you need to be careful with they are. But you can’t necessarily
the habitual complainer because his bump a customer to the top of the
attitude can exhaust you and totally queue just because he’s
stress you out. First, you need to lost his patience. Do your best to
come to terms with the fact that you explain why things aren’t moving as
cannot satisfy everybody. And the quickly as he’d like, assure
habitual complainer is one of those. him that you appreciate his patience,
Accepting this fact will help you limit and do your best to serve him as
yourself from going out of your way to quickly as possible. If
satisfy him every time. All you can do possible, refer him to less-busy
is give your very best. But this doesn’t colleagues who can give him more
mean you should ignore the habitual timely assistance.
complainer. Give her your attention
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5. The Know-it-all Customer to the organization. For example, think about

How to handle the know-it-all? when an employee needs to fix a computer
Handling this type of difficult customer issue with an IT help desk or request support
can be easy, if you know how to. on benefits from HR. Employees have a
Know-it-alls respond quite well to an relationship with the groups internally that
ego massage. Compliment their they request service or support from. To
knowledge of your product or service have a healthy working relationship with
and give them some good attention internal customers, you need to:
while you can. Make sure your 1 - Stay connected
compliments are sincere and not 2 - Meet all commitments
patronizing. 3 - Don’t sit on your emotions
Never argue with this type of 4 - Build a professional reputation
customer as you’ll end up having an 5 - Adopt a good neighbor policy
extended argument. And worse still,
you may hurt her ego. Instead, if you LESSON II: SERVICE RECOVERY
need to correct him and provide some STRATEGIES
facts and information, you may use a
line like: ‘You’re right, but I think the A. Strategies for Preventing
product is… (make your point).As Dissatisfaction and Problem Solving
long as the ‘Know-it-all’ feels she got  Think like the customer
your attention, and leaves with her  Pamper the Customer
ego intact, this kind of customer can Give them recognition at every
become loyal too. opportunity
Provide them a channel to show
MODULE IV: CUSTOMER SERVICE IN A support.
DIVERSE WORLD Constantly seek their feedback.
 Respect the customer
LESSON 1: SERVICE BREAKDOWNS AND Ask Permission to Gather
SERVICE RECOVERY Information
There Must Be Mutual Benefit.
A. Handling Emotions with Emotion- Make them Feel Special.
Reducing Model  Exceed Expectations
What is emotion regulation and why is it
important? B. The Problem-Solving Process
Emotion reducing model helps to reduce the 1. Identify the problem
emotions and anxiety of the consumers by 2. Compile and analyze the data.
asking the complaints politely and the 3. Identify the alternatives
customer care representative assures that 4. Evaluate the alternatives
the complaint will be solved and make the 5. Make a decision
customer happy. It is helpful to change the 6. Monitor the results
emotions of the customer, which the
customer may be angry or depressed and C. Implementing A Service Recovery
change him to a happy customer. Strategy
1. Apologize, apologize and apologize
B. Reasons for Customer Defection again.
 Poor service and complacency 2. Take immediate action
 Inappropriate complaint solution 3. Show compassion
 Unmet needs a) Start the Day with Gratitude
b) Put Yourself in your Customer’s
C. Working with Internal Customers (Co- Shoes
Workers) c) Imagine the Relief you want to
Internal customers are stakeholders who bring to the customer
work within your company (employees) and d) Be Creative at the Solutions You
require assistance from another individual or Offer
department to get their job done. This is in e) Appreciate the difficult customers
contrast to external customers who pay for 4. Provide compensation
your services and are not directly connected 5. Conduct follow-up
REVIEWER: FINAL EXAMINATION & GROUP QUIZ

 When a customer's expectation wasn't

Here are a few ways to approach sales met. For example, they had to wait on
follow-ups without irritating your hold longer than expected or repeat
prospects: information they assumed the agent
a) Ask for the Best Way to Follow Up. already knew.
b) Determine the Next Action Items.
c) Get in Touch the Same Day LESSON III: CUSTOMER SERVICE IN A
d) Build Confidence by Offering Free DIVERSE WORLD
Advice and Resources
e) Connect on LinkedIn and Twitter A. THE IMPACT OF DIVERSITY
f) Create Follow Up Triggers 1. Reinforce importance of recognizing
g) Offer Value in Every Follow-Up customer diversity
h) Don’t Push – The Client Owes You 2. Know your customers and seek out
Nothing culture-specific knowledge
3. Listen actively and recognize patterns
D. Disaster Planning Initiatives in The for communicating
Service Recovery Process 4. Create a welcoming environment by
Here are key strategies and steps in the having a diverse workforce
service recovery process. 5. Share your experiences with
1. Get leadership buy-in colleagues to work out consistent
2. Establish recovery criteria approaches
3. Create your service recovery team
4. Determine protocol B. DEFINING DIVERSITY
5. Re-survey the customer What is cultural diversity, and why does it
6. Measure impact over time matter in customer service? When dealing
with people from cultures we’re unfamiliar
SERVICE RECOVERY EXAMPLES with, it’s easy to ‘take a step too close’. This
Here are a few examples of situations can lead to confusion, annoyance, and
when you might need to implement frustration.
service recovery: In customer service, in which you’re dealing
with many people every day, being aware of
 When a customer complains about their
cultural diversity is a must. And it’s even
experience on social media more important in eCommerce – since
These days, one customer's complaint customers can come in from all over the
can be amplified and shared with many world.
others.
Suddenly, you're at the center of a Culture is the way people resolve
trending conversation that could've dilemmas.
been easily prevented had you just Take as an example the dilemma of equality
been prepared. versus freedom. We can all agree with the
 When an angry customer writes a idea that all humans should have the same
review on a third-party website, such as rights and opportunities. At the same time,
we also sympathize with the idea that every
Yelp
human should have the freedom to do as she
 When a customer leaves an agent a low pleases.
score on a satisfaction survey But we can’t have both. If everyone would be
Agents might follow up with customers free to do as she pleases, some would
who rated their initial interaction poorly oppress others, and there would be no
to rectify the situation. equality. Culture, then, is the way societies
 When a customer is angry during an resolve such
interaction dilemmas.
With AI, agents can implement
proactive service recovery and predict C. THE IMPACT OF CULTURAL VALUES
customer satisfaction during an Organizational culture can be defined as
interaction, before a customer takes a the values and behavior that contribute to
satisfaction survey. the unique and psychological environment of
 When a dissatisfied customer provides an organization. It’s based on shared
feedback on a feedback form attitudes, beliefs, customs, and written and
unwritten rules that have been developed
over time and are considered valued.
REVIEWER: FINAL EXAMINATION & GROUP QUIZ

Organizational culture is unique to each Keep in mind that an expectation of privacy

organization and even unique within smaller isn't absolute -- it must also be "reasonable."
groups in an organization. It is one of the This means that the disclosure or discovery
most difficult things to change. of a private matter must have happened
But without a culture that embraces customer when the plaintiff was in a place or situation
experience, you can’t deliver great customer in which the average person would be
experience. offended at being intruded upon. Below are
some examples of places or activities where
Creating a culture of customer experience a reasonable expectation of privacy might
includes many areas, including: exist.
1. Recruiting and retaining employees
2. Training RESPECT OF ELDERS
3. Employee engagement
4. Celebrating when employees deliver IMPORTANCE OF RELATIONSHIPS
a “wow” customer experience based “First Impressions Last” – Here is a
on data famous tagline from a TV commercial in the
5. Telling customer experience stories, 90’s that caught the attention of people.
and;
6. Communicating across the GENDER ROLES
organization
There are four main attitudes we may
MODESTY adopt when dealing with contradictions
Filipinos are hospitable and very service- and conflicts, whether in the workplace or
oriented – there is an innate desire to please in social life:
clients or customers. Clients should use this 1. Avoidance / Flight
to their advantage by providing feedback as 2. Attack
much as they can to their staff and spell out 3. Manipulation
their expectations at crucial stages of the 4. Harmonious Assertiveness
project.

FORMS OF ADDRESS THE CONCEPT OF TIME

During a conversation with a business It is important to be punctual. Learn how to
acquaintance, is it appropriate to ask the impose the value of timeliness.
individual if I may use his/her first name? By
requesting for such permission, you may end
up putting your business acquaintance in an OWNERSHIP OF PROPERTY
awkward position. Having said that, it is now
common practice to address people by their LESSON IV: CUSTOMER SERVICE VIA
first name in an introductory meeting, unless TECHNOLOGY
you Indian and Chinese starters/main
courses are meant to be shared between A. PROVIDING QUALITY SERVICE TO
diners, broadly, in India sharing is an DIVERSE CUSTOMER GROUPS
accepted practice. On the other hand,
western cuisine cannot be shared. CUSTOMERS. Every customer you come in
Consequently, items listed on the menu contact with is important, so everyone in your
internationally are individual portion. organization from the receptionist to the CEO
must be committed to customer satisfaction
EXPECTATION OF PRIVACY and must also understand his or her role.
The reasonable expectation of privacy is an Ultimately, the owner and managers
element of privacy law that determines in determine the level of quality. Whether it is
which places and in which activities a person done purposely or not, they actually lead
has a legal right to privacy. Sometimes through example.
referred to as the "right to be left alone," a
person's reasonable expectation of privacy The benefits of top-quality service
means that someone who unreasonably and include:
seriously compromises another's interest in  Greater customer loyalty
keeping her affairs from being known can be  More referrals
held liable for that exposure or intrusion.
REVIEWER: FINAL EXAMINATION & GROUP QUIZ

 Repeat purchases What Is a Help Desk?

 Lower sales/ marketing costs A help desk, on the other hand, is typically
 Higher profit margins without losing focused on IT and technical support rather
customers than customer-related services. A help desk
works to resolves technical issues, like
5 GOOD CUSTOMER SERVICE password resets or network and software
EXAMPLES TO PROVIDE GREAT issues. Help desks are also commonly
SERVICE outsourced for largely the same reasons that
1. Respond as quickly as possible call centers are: cost-effectiveness.
2. Know your customers
3. Fix your mistakes Call Center vs. Help Desk
4. Listen to your customers The main difference between a call center
5. Think long term – A customer is for life and a help desk is that they address different
issues. A call center is designed to handle
3 Ways to Improve Customer Service customer concerns and provide customer
1. Deliver contextual-based support support while the purpose of a help desk
2. Innovate the customer journey is to offer IT or technical support. When it
3. Invest in human and automated comes to deciding on a call center vs. a help
service channels desk, your choice depends on the specific
needs of your business and which option
B. COMMUNICATING WITH DIVERSE would best suit your needs. If you require
CUSTOMERS both customer service and IT support, you
may need to contract both services.
8 EFFECTIVE WAYS TO COMMUNICATE
WITH CUSTOMERS
1. E-mail
2. Website
3. Phone Technology
4. Text Messaging
5. Web Chat
6. Social Media
7. Video Messaging
8. Handwritten Notes

C. THE ROLE OF TECHNOLOGY IN

CUSTOMER SERVICE

D. THE CUSTOMER CONTACT/CALL

CENTER OR HELP DESK

What Is a Call Center?

Call centers typically deal with customer
support or issues on behalf of a business and
sometimes even conduct sales. Businesses
typically have call centers to help address
customer service issues like products
questions, returns, and maybe even sales.
Phone-based support remains one of the
most relied upon methods of customer
service and support, despite the availability
of the Internet. Call centers often end up
being outsourced, and aren’t always
handled by the business directly; outsourcing
is a common solution since it’s an effective
way to manage costs.