EFFECTIVE

CUSTOMER
SERVICE
Department of Tourism – R1
Oasis Country Resort, Sevilla,
San Fernando City, La Union
WHAT DO YOU THINK IS THE MAIN
REASON WHY ESTABLISHMENTS
LOSE CUSTOMERS:

A) CUSTOMERS DIE
B) CUSTOMERS ARE DISSATISFIED WITH
THE SERVICE
C) FRIENDS RECOMMEND OTHER FIRMS
D) CUSTOMERS FLOAT FROM ONE FIRM
TO ANOTHER
IDENTIFYING OUR
CUSTOMERS

MODULE 1
 IDENTIFYING OUR CUSTOMERS
 DefineCustomer
 Someone who depends on the
timeliness, quality and accuracy of
someone else’s work

 Who are our Customers?

 Everyone that you come in contact
with that requires you to supply
information or products for him/her
(internal/external customers)
 IDENTIFYING OUR CUSTOMERS
 What is Customer
Service?
 Customer Service
includes all the
things you say or do
while helping
customers. It also
includes the
policies, practices
and procedures that
affect the customer
IDENTIFYING OUR CUSTOMERS
4 Major Traits of a Good
Service Provider?
 Basic Liking for People
 Extrovert

 No Discrimination
 Dynamic
 THE CUSTOMER CHAIN
*Upset stomach
Supplier Internal Customer

(becomes Supplier) Internal Customer

(becomes Supplier) External

Customer
*hotdogs
 TEN DEADLY SINS
OF CUSTOMER SERVICE

 1. Saying “I Don’t Know”

 2. Showing “I Don’t Care” Attitude
 3. Telling customers “I am right and
you are wrong”
 4. Telling customers “HURRY UP!”
 5. Talking “Top Down”
 6. Raising voice with customers
 TEN DEADLY SINS
OF CUSTOMER SERVICE

 7. Never fulfill promises

 8. Pushing blame and responsibilities
 9. Banging down phone on customers
 10. Passing sarcastic remarks and
bad comments on customers
*crossword
 4 THINGS CUSTOMERS WANT

 Friendlyand Caring Service

 Being interested
 Give required information *German/Chinese
 Listen carefully *Columbus
 Prompt in responding to
customer’s request

“Smile, Warm and Attentive”

 4 Things Customers want
 Flexibility

 Make it convenient for them

 Do not say “NO”
 Get them what they want or
provide alternative solutions
“Never use company policy and
procedure on them, find ways to
exceed expectations”
 4 Things Customers want
Problem Resolution
 Business Problems:
Pay attention to details

Offer them solutions or correct

mistake immediately
 Non-business Problems:
Show empathy

Try to help as much as you can

 4 Things Customers want
Recovery

 Accept blame and

apologize
 Rectify mistakes quickly
IF YOU DON’T HAVE CUSTOMERS
YOU DON’T HAVE A JOB!

ALL CUSTOMERS ARE BUSINESS!

VALUE THOSE CUSTOMERS!

CUSTOMER SERVICE…
THE PROPER WAY
(student’s hour)
I CARE” - SERVICE BEHAVIOR
“

I -> Immediate Attention

C -> Clarify the situation
A -> Act to meet or exceed
the needs
R -> Reassure customers
E -> Ensure Customer’s
Satisfaction
I CARE” - SERVICE BEHAVIOR
“

I - Immediate Attention
 Eye Contact
 Acknowledge the person

 Smile warmly

C - Clarify the situation

 Listen Actively
 Ask questions to determine needs

 Be patient and courteous

 Give relevant and complete information

*ghosthunting
 Confirm your understanding
“I CARE” - Service Behavior
A - Act to meet/exceed the
needs
 Be responsive and timely
 Be helpful
 Take opportunities to exceed
expectations
R - Reassure customers
 Know your products
 Be consistent
 “ I CARE” - SERVICE
BEHAVIOR
E - Ensure Customers
Satisfaction
 Use customer’s name
 Only promise what you can deliver

 Always thank the customer

 Ask questions to confirm satisfaction

WHEN YOU HANDLE COMPLAINTS
EFFECTIVELY:

A) YOUR CUSTOMERS FEEL SATISFIED

B) YOU FEEL GOOD ABOUT YOURSELF
C) BOTH A) AND B)
D) YOU GIVE IN TO THE CUSTOMER
SERVICE BEHAVIOR
3 Elements of Communication

Words
13%
Body
Language
Tone
32% 55%
IN COMMUNICATION, WHICH PART OF
THE MESSAGE IS MOST POWERFUL:

A) VOCAL
B) NON- VERBAL
C) TONE OF VOICE
D) VERBAL
BODY GESTURE

 Wait
 No, I don’t want
 Stop
 Don’t come near me
BODY GESTURE

 It
is interesting, tell
me more

I am dreaming
BODY GESTURE
I am confused
 I think something
is wrong with the
bill
 I don’t understand
the bill
 Please Help!!
BODY GESTURE
I am in a hurry
 I have no time
 I am looking for
something/place
 Don’t bother me
 PROPER HYGIENE & GROOMING

 Hygiene &
Grooming
service is
If you think you have huge
tension, look at them
If you think your job is
tough, how about him?
Always be
positive…..

No matter
What.
This is not about your job
It’s about being there to
make people happy
Giving a helping hand
It’s about the little things we
do
That makes the journey of
visitors more memorable
 EFFECTIVE CUSTOMER SERVICE

STORY &

ROLE PLAY
 Good Customer
Service Experience
 BadCustomer
Service Experience
QUALITY
SERVICE