This power point introduction an original concept called, P.l.E.A.S.E. which can be used to improve customer service relations.

1. Customer Service Training
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

2. P stands for pleasant & positivity
• This is the Number 1 rule.
• People respond positively when you are
pleasant than when you are sour.
• After all what curdles milk, lime or sugar?
• Positive responses add to the customer
experience.
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

3. L
Logic & Listening
• understand the rules
• make a decision and know why that decision
counts.
• understand the bigger picture
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

4. E
Energetic & Enthusiasm
• be energetic
• love what you do
• know what you are doing and
• why you are doing it.
• do it with enthusiasm
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

5. A
Attitude & Accountability
• having positive attitude keeps everything on
an even keel
• ownership for what you say
• and for your action
• Demonstrates accountability and maturity
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

6. S
Smile & Sober
• A smile is contagious
• A smile defuses situations
• A smilemakes you live longer and look younger.
• It takes 40 muscles to frown, 16 to smile.
• Smiling lowers your blood pressure.
• Sobriety- clearheadness
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

7. E
Empathy & Emotions
• keep emotions in check
• try to understand the other side
• display empathy
• demonstrate emotional maturity
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

8. Putting it together
Let us discuss!
Your ideas for each letter and examples where
you could have used that particular quality more
effectively.
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

9. P.L.E.A.S.E.
PLEASE ensure that the customer feels
welcomed and experience superior quality
service.
Remember every action has an equal and opposite
reaction!
YOU CHOOSE!
20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet