Customer Service Module

Week 16
 Week 16 Day 1
Section: First Year A and B
Time: 1 hour

Steps to Ensure Customer Data Protection and Privacy

1. Limit and protect the information you collect on customers.

The more sensitive the information stored, the more attractive your business can become to
potential cyberthreats. To reduce the chances of becoming a target, consider adopting protective
strategies, like:
Offering login credentials based on usernames and unique passwords rather than on sensitive
personal identifiers, like Social Security numbers or driver’s license details.
Regularly assessing the type of information you collect. If something isn't essential for your
business, you can avoid storing it.
2. Focus on building trust for the long term.
A company’s actions can build trust, but that trust can only be developed over time. Longer-term
relationships are typically built on multiple successful transactions.
Trust tends to be reciprocal. For example, a company may extend its trust to customers by offering
something, such as friendly warranties, discounts, or extended service programs. In doing so –
authentically investing in customers – that business can prove to customers they're in it for the
long haul.
To establish and nurture long-term trust, it can be crucial to be transparent about how you collect
and use customer data. This includes clearly written privacy policies and immediate notification
of any data breaches. Whatever the required privacy disclosure for your industry, you can make
sure it's visibly displayed up front and center for your customers.
In addition, the following can nurture a trusting relationship:
Consider regularly reviewing and updating your security measures to ensure customer data
protection.
Try to continue to deliver consistent, excellent customer service. A helpful and responsive
customer service team can go a long way in solidifying trust.
3. Make it convenient for your customers.
When it comes to data privacy, clarity and accessibility can be key; an informed customer can be
a more trusting customer. To inform your customers of your company’s data privacy policies, you
can focus on omnichannel formats. In other words, consider providing the full privacy policy on
initial contact, and then provide in easy-to-access summarized versions during various touch
points. For instance, have telephone customer service personnel share a brief summary and include
a FAQs section on your website.
In addition, you can:
Try to make sure your privacy policy and related materials are accessible and readable on mobile
devices.
Consider adding a chatbot to your site that can guide customers to the specific answers they’re
looking for about data privacy.
Try to cater to all segments of your customer base by providing translations of your privacy
policies and related documents.
Consider encouraging customers to provide feedback on your products, services, and any data-
related concerns. Then, you can show them you’re acting on that feedback.
4. Train employees regarding data privacy.
While privacy is an important part of all businesses, it’s even more crucial in certain industries.
Take health care, for instance. Patient information is both intimate and personal, and breaches can
lead to severe consequences in terms of trust and legal implications.
Moreover, with the rise of mobile technology, safeguarding data on portable devices has become
a pressing concern. Mobile accessibility is increasingly becoming a requirement for many
employees, which can introduce potential vulnerabilities. Portable devices are not limited to
specialized equipment, but often include everyday items, such as cellphones.
For a robust data privacy approach, you can consider:
Periodically training all staff, not just new hires, on the latest data privacy regulations and best
practices.
Accounting for all portable technology devices at the start and end of shifts. Try to ensure they are
securely stored and updated with the latest security patches.
Implementing security measures specifically for mobile devices, such as two-factor authentication,
encrypted communications, and remote-wipe capabilities, in case of loss or theft.
Ensuring employees who access company data remotely are aware of the risks and follow best
practices, such as using secure, encrypted connections and avoiding public Wi-Fi for sensitive
tasks.
By keeping employees informed and updated about the importance of data privacy and the specific
measures needed to protect it, businesses can significantly reduce the risk of accidental breaches
or leaks.
 Week 16 Day 2
Section: First Year A and B
Time: 1 hour

Values that should acquire of a customer service representative

1. Accountability
Your customers expect your business to be accountable to your promises, and your customer
service team creates the “face” of your company. Customers turn to them when problems arise.
Accountability means that your agent takes responsibility for the issue and does their best to fix it.
In order to fulfill this value, you have to empower your agents to make decisions in the moment.
“I’m so sorry you had to experience that. Let me resolve that issue for you,” is a statement of
accountability. “I’ll have to ask my manager,” passes the buck and (usually) frustrates the
customer.

2. Optimism
Wouldn’t you rather spend time with someone who has a cheerful outlook? Negativity isn’t just a
personal pain, it rubs off on customers too. Not only is it unpleasant to deal with, but it also shows
a lack of confidence in your brand. Customer service agents should face problems with a can-do
attitude.
Phrase statements in a positive way and even severe issues won’t seem unsolvable.
Don’t say something can’t be done. Open yourself up to an optimistic state of mind that looks for
solutions instead of thinking of the negative.
3. Authenticity
Good customer service feels fresh and real. Customers don’t want to interact with robotic
representatives repeating prepared scripts. They’ve probably already talked to your chatbot. They
want real people who are reacting to them in a personal, human way.
Encourage authenticity by asking for your staffers’ input and welcome their contributions. Ask
them to express themselves and show interest in who they are as a person. Then, when the customer
calls, they’ll reflect that attitude.
4. Respect
The first order of business is to have respect for your staff. This is a customer service core value.
When respect permeates your organization, you attract people who respect you. They respect
themselves and their job. As a natural outgrowth of this, they have respect for the customer.
It’s vital to have respect for the customer service department too. Don’t see it as a cost center.
It is a solutions center, an answers center, and an opportunity center. When customers call in, they
can feel the difference in the energy and attitude that your agents will have.
5. Trust
Trust is the basis of good communication. It means telling the truth, even if you’ve made a mistake.
After all, everyone is human. Errors are inevitable. The key is to own up to it and do your best to
fix it. Making mistakes in the right spirit increases customer loyalty.
Show your trust in your agents by empowering them to handle problems on their own. If they have
to go up the chain of command to ask permission for every little thing, it shows that you think
they’re not honest or competent enough to do it on their own. You hired them because they had
talent and fit the position. Train them and then trust them to do their job.
6. Communication
The playwright George Bernard Shaw once said, “The single biggest problem in communication
is the illusion that it has taken place.” It’s easy to assume that you understand what the other person
has communicated. This is true for friends, colleagues, and customers. Don’t be afraid to ask for
clarification if you’re feeling a little confused. Really listen to what people are saying rather than
waiting for your turn to speak.
7. Loyalty
Loyalty must flow both ways if you are going to earn it from your staff and customers. When your
team sees that you value them as people (not just task-performing robots), you’ll get the best they
have to offer.
 Week 16 Day 3
Section: First Year A and B
Time: 1 hour

What are customer service standards?

Customer service standards represent the quality of service that an organization strives for in all
customer interactions, based on its values, mission, and vision. They can also be defined as an
organization’s service expectations or objectives, or as guidelines for how to deliver customer
service.
1. Responsiveness: Being prompt and timely in addressing customer inquiries, requests, or
complaints. This involves responding to emails, calls, or messages within a reasonable
timeframe and providing regular updates to keep the customer informed.
2. Transparency: Being open, honest, and clear in all customer communications. This
includes providing accurate information, setting realistic expectations, and admitting
mistakes or shortcomings when they occur.
3. Accountability: Taking responsibility for resolving customer issues and following through
on commitments. This involves owning up to mistakes, offering appropriate compensation
or solutions, and taking steps to prevent similar issues from occurring.
4. Empathy: Making an effort to understand the customer’s perspective, feelings, and needs
to provide more thoughtful and tailored support. This means addressing their feelings as
well as their issues.
5. Over-delivery: Exceeding customer expectations by going above and beyond what is
required or promised. This could involve offering additional services, personalized
assistance, or unexpected gestures that create a memorable and positive customer
experience.
6. Availability: Ensuring customer service channels are accessible and convenient for
customers to reach out. This may include offering multiple contact options (phone, email,
chat, social media), extended operating hours, or self-service options.
7. Positive Attitude: Interacting with customers in a warm, welcoming, and upbeat manner.
This involves using positive language, displaying genuine enthusiasm, and making
customers feel valued and appreciated.
8. Omnipresence: Having a consistent and cohesive customer service experience across all
touchpoints and channels. This ensures that customers receive the same level of service
and support, regardless of how they choose to interact with the company.
9. A Commitment to Empowering Customers: Providing customers with the tools,
resources, and knowledge to independently make informed decisions and resolve issues.
This could involve offering self-service portals, educational materials, or personalized
guidance.
10. The Use of Automation: Leveraging technology and automation to streamline customer
service processes and improve efficiency. This may include chatbots, virtual assistants, or
 automated workflows that can handle routine tasks or provide immediate customer
assistance.
Why customer service standards matter
For organizations, customer service standards are key to delivering effective customer service.
They establish a common understanding of how to treat customers and handle specific situations,
which is helpful not only for training new hires but for guiding customer service professionals in
their day-to-day.
These standards also help customers know what to expect when interacting with
organizations. Customers can use this information to decide whether they want to do business with
a company or not.

Assessment: Role Play

Customer Service Simulation

Objective: To simulate a customer service environment and practice skills in real-time that
demonstrates the values and standards of a customer service.

Instructions:

• Set up a mock business environment in the classroom.

• Assign students different roles, such as customers, service representatives, and managers.
• Provide customers with specific issues or questions to present to the service
representatives.
• Rotate roles so all students experience different aspects of the customer service process.
• Debrief as a class to discuss what worked well and what could be improved.