1.
CUSTOMER SERVICE
SEMINAR
For Blue Owl Project

2.
Customer is the most important visitor on our
premises.
He is not dependent on us. We are dependent on
him.
He is not an interruption of our work. He is the
purpose of it.
He is not an outsider on our business. He is a part
of it.
we are not doing him a favor by serving him.
He is doing us a favor by giving us the opportunity
to do so.
CUSTOMER

3.
CUSTOMER SERVICE
CUSTOMER – One that buys goods or
services
Goods - commodities or wares
Services - work done for others as
an occupation or business
CLIENT – the party for which
professional services are rendered,

4.
CUSTOMER SERVICE
What comes to your mind first when
you hear the
words customer satisfaction?
What do you expect to learn from this
seminar?

5.
5 Principles of Customer Service
Feel good about yourself
Practice habits of courtesy
Use positive communication
Listen and ask questions
Perform professionally

6.
Objectives
--World-class
--Innovative
--Owners’ Mentality
--Results oriented
--Teamwork oriented

7.
Tanong :
Sino muna ang ating mga
kustomer?

8.
Sino ang ating mga
Kostumer?
* Mga FM, Agents,
Admin Staff
* parkers
* Bisita
• Suppliers
• Contractors at
workers
* kasamahan sa
trabaho

9.
EAR THE CUSTOMER
MPHATIZE
POLOGIZE
ATKE IMMEDIATE ACTION

10.
Mga personal na
pangangailangan ng kustomer
 Laging naka-smile, masigla sa pagbati ng “Good
morning,afternoon etc.”-mas maganda kung
sasabihin ang pangalan nila
 Kailangan well-groomed tayo at mabango tingnan
 empathize, ilagay ang sarili sa kanilang sitwasyon
palagi para maintindihan sila ...

11.
 Malamig ang aircon, mabango ang paligid
 malinis,mabango ang banyo, di pundido ang ilaw,
may tubig sa gripo, may tissue sa banyo, di sira ang
dryer
 walang kalat ang carpark, hallway, walang smudges
ang glass doors
 available ang directory ng building, updated ang
mga listahan ng mga tenants, offices and
stores/restaurants
Praktikal na
Pangangailangan ng kustomer

12.
COMMUNICATION
(pakikipagtalastasan ng bawat isa)
Ang wastong pakikipagusap at pagaasal sa harap ng
kustomer
ang lagi nating tatandaang gawin.
Masarap ang pakiramdan pag tayo ay
nakatulong sa kapwa natin.

13.
Huwag na huwag
sabihin at gawin ang mga ito….
 Hindi puwede / Bawal ho iyan
 SOP/Standard
 Dapat kasi ….. (nanisi pa.)
 Hindi kasama sa trabaho….
 Hindi ko kasalanan/Wala akong alam diyan
 Bakit? / Ano bang problema?
 Ganuon talaga yun/Dati na yun
 Bago lang ako dito/Reliever lang ako
 Iyan ang utos ng boss namin

14.
Laging tatandaan
ang mga salitang ito.
 Ano ho ang maitutulong ko sa inyo?
 Pasensiya na po kung naabala ho kayo
 Naiintindihan ko po ang lagay ninyo
 Tama po kayo/oo nga po
 Sorry po…..
 Use of “we” or natin
 Thank you
 Mayroon pa po ba kayong kailangan?

15.
POSITIVE MESSAGES
(POSITIBONG MENSAHE)
 Maaliwalas ang mukha
 Ang ngiti ay natural at kaaya-aya
 Pagpapanatili ng eye contact sa customer kapag
nakikipagusap o nakikinig
 Ang paggalaw ng katawan ay pino at nawawasto sa
sitwasyon
Body Language Exercise/
Facial Expression
(Wastong paggalaw ng katawan)

16.
 Ang mukha ay mukhang kinakabahan at
hindi sigurado sa sinasabi
 Ang ngiti ay peke at pilit
 Umiiwas sa pagtingin sa mga mata ng
customer kapag nakikipag-usap o
nakikinig
 Natataranta at nagmamadali sa pagkilos
NEGATIVE MESSAGES
Negatibong Mensahe

17.
 11 “The greatest among you will be your servant. 12
For whoever exalts himself will be humbled, and
whoever humbles himself will be exalted.”
 Humble – marked by meekness, or modesty in
behavior, attitude, or spirit; not arrogant or
prideless.
 Exalt – to raise in rank, character, or status;
elevate. * To glorify, praise, or honor.
HUMILITY
Matthew 23: 11-12

18.
Thank you and may we all serve with utmost
HUMILITY

19.
QUESTIONS:
1. __________ Customer is an interruption to our
work and they are not the most important visitor
in our premises?
2. __________ Goods are commodities or wares
while services are work done for others as an
occupation or business?

20.
3. ____________ Client is the one that buy goods or
services?
4. ____________ Practice habits of courtesy is one of
the Five (5) Principles of Customer Service?
5. ____________ H E A T stands for Hear the
Customer, Emphatize, Apologize and Teamwork?
6. ____________ Client is a party for which
professional services are rendered, as by an
Attorney?

21.
7. __________ Feel good about yourself is one of the
objective of customer service?
8. __________ World-class, innovative, owners
mentality, result oriented and teamwork oriented
are the objectives of customer service?
9. __________ Customer is the one that buys goods or
services?
10. _________ Shoppers, parkers, co-workers and
residents are some f our customers?