This document provides an outline and content for a training on exceptional customer service. It discusses dealing with displeased customers, including putting oneself in the customer's shoes, listening without being defensive, asking questions to understand their perspective, and suggesting solutions without overpromising. It also covers building service pride among employees by creating a positive work environment and culture. Additionally, the training addresses the benefits of being assertive, such as creating win-win situations and earning respect, and provides tips for becoming more assertive like using "I" statements and practicing saying no. The overall aim is to help employees understand unhappy customers as a learning opportunity and handle issues effectively.

1. Exceptional Customer Service
Training

2. Outline
 Introduction
 Dealing with Displeased Customers
 Steps to Problem Solving
 Service Pride
 Being Assertive
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3. “Your most unhappy customers are
your greatest source of learning”
Bill Gates
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4. What Customers Expect from YOU
 SERVICE
 VALUE FOR THIER MONEY
 RESPECT
 GIVE ATTENTION
 VALUE THEM
 TREAT THEM LIKE KINGS AND QUEENS
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5. Why Customer become Difficult
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6. Managing Displeased Customer
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7. Deal with the person’s
FEELINGS
Apologize
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8. Put yourself in customer’s
Shoes
Show Empathy
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9. Don’t be Defensive
It doesn’t matter if you are right or wrong
Listen
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10. Ask Questions
This will help you understand customers feeling
Summarize what customer said just to be sure you get customer correctly
Find out exactly what the customer wants
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11. Suggest a Solution
Don’t over promise.
Ask customer if pleased with your suggestion before you go ahead
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12. Service Pride
Building team spirit by creating good working environment where every
employees feel great about the job and about themselves.
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13. • Building Service Pride
• Staff Motivation
• Encourage staff interaction
• Training
• Culture integration
• Increase Staff responsibility
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14. • Pride in Service
Pride in Service to me means taking personal pride in
my work and to help my customers by solving
problems and being a good business partner to them,
in any way possible.“
Tom Johnson, Interstate Companies
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15. • Pride in Service
"See the guy who just walked in needing your help? He’s the one
who writes and signs our paychecks. Better see what we can do
for him."
Nick Clawson, Interstate Companies
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16. • Pride in Service
"Pride in service means finding our success in the success of our
customers."
David Hunt,
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17. Being Assertive
Being assertive is usually viewed as a healthier
communication style. Being assertive offers many
benefits. It helps you keep people from walking all
over you. On the flip side, it can also help you from
steamrolling others.
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18. Gain Confidence and self-esteem
Create win-win situation
Earn respect from others
Create honest relationship
Improve decision making skills
Benefits
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19. Understand yourself
Use ‘I’ statements
Practice saying no
Use body language
Master emotion controls
Becoming assertive- DIY
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20. CLOSING
“Customers don’t expect you to be perfect.
They do expect you to fix things when they go
wrong.”
~ Donald Porter
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21. Questions and Answers
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