Extracts From Remember Me

Customer Service Training Video

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 Customer Service Quote

There Is ONLY ONE Valid Definition

of Business Purpose:

To Create Satisfied Customers

Peter Drucker
The practice of management

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 Customer Service Quote

Every company’s greatest assets are

its customers because without
customers there is no company

- Michael LeBoeuf

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Customer Service

Unless customers are more

satisfied with your offering
than they are with the next
alternative, they won’t be
your customers for long!

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 Customer Service

Since the quality of a customer relationship

is only as good as the last service
Interaction

Good service must be delivered

daily, with No exception and No excuse!

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 Recruit, Train Empower And Reward Your
Employees To Delight Their Customers

Seamless Service Is Provided By Employees Who Are Trained To

 Know who their customers are

 Understand their customer’s needs
 Have the right attitude and desire to serve others
 Are empowered and trained to provide service
 Passionately carry out processes designed to meet
and exceed their customer's needs and expectations
 Are recognized and rewarded for providing exceptional
customer service

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Recruit, Train Empower And Reward Your
Employees To Delight Their Customers

The difference between good and

bad service is often the
ATTITUDE of the employee
providing the service

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Recruit, Train Empower And Reward Your
Employees To Delight Their Customers

What Is Attitude?

 An attitude is an inward feeling expressed by

behavior
 It can be seen without a word being said.
 It can be contagious
 It can be masked outwardly and others who
see might be fooled

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Recruit, Train Empower And Reward Your
Employees To Delight Their Customers

Our Attitude

Is the “advance man” of our true selves

Has its roots inward but its fruits are outward
Is our best friend or our worst enemy
Is more honest and more consistent than our words
Is an outward look based on past experiences
Draws people to us or repels them
Is the librarian of our past
Is the speaker of our present
Is the prophet of our future
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Recruit, Train Empower And Reward Your
Employees To Delight Their Customers

Attitude can also be seen as an

indicator of the individual’s
capabilities and willingness to
direct his/her best efforts towards
doing a good job

Clearly, an employee with a

negative attitude would have
difficulty performing job tasks at
maximum proficiency.
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 Recruit, Train Empower And Reward Your
Employees To Delight Their Customers

Fortunately!

Our Attitude is a matter of choice!

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Remember Me
S = Serve
E = Excel
R = Reliable
V = Versatile
I = Inviting
C = Courtesy
E = Empathy

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Remember Me

S = Serve

 We must meet our customer’s wants and needs

 Ask questions, listen actively and respond ASAP to

customer enquiries, requests and complaints

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 Remember Me

E = Excel
 Give the customer exceptional
value and exceed their
expectation

 Go above and beyond service

basics (go the extra mile)

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Remember Me

R = Reliable
 Provide constant, consistent and
trust worthy service

 Deliver on promises (under

promise and over deliver)

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Remember Me

V = Versatile
 Stay open to your customers needs and problems

 Creatively find options to satisfy your customers

 Embrace universal banking (become one stop service

provider)

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Remember Me

I = Inviting
 Ensure that your customers feel welcome

 Make sure your verbal and non-verbal

expressions say “I am glad to serve you"
or “ it’s been a pleasure serving you”

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 Remember Me

C = Courtesy
 Show respect by being
considerate and thoughtful

 Use the customers name

when possible

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 Remember Me

E = Empathy
 Value the customers point of view

 Put your self in his shoes; be understanding of his situation

 Say “I understand” or “I appreciate the urgency….” or “ If I were

in your position I would probably feel the same way”

 Remember that everyone wants to be treated fairly; with

courtesy, respect and dignity

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Customer Service Factors
 Customer Care: Measures interaction of staff with
customers
 Product/Service offerings: measures
product/service range and appropriateness to
customer needs
 Convenience: measures accessibility and quality of
service from delivery channels
 Systems and Processes: measures customer
support processes, systems and turn around time
 Pricing: measures fees, charges and rates of
products/service. Source: KPMG Nigeria Banking Survey Report

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 Visit Our Website

Foluso Aribisala

+ 234 803 307 5755

info@pslconsult.com
www.pslconsult.com

Thank You For Your Attention!

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