RSBA1 - Basic Customer Service course

Think about the best customer service experience and the worst customer service experience that you had and how did it you make you feel?

ACTION:

a) Write down the best and why? 

b) Write down the worst and why?

c) How did both make you feel?

What Is Customer Service?

Customer service is the support and assistance a business provides to its customers before, during, and after a purchase/service. It involves addressing needs, solving problems, answering questions, and ensuring a positive experience.   

Did you know that it takes less than 15 seconds to know what level of customer experience you are receiving. 

 

In person 

There are three keys senses to be aware of:

  • Eyes - Seeing 
  • Ear - Listening
  • Mouth - Speaking
  •  

Let's reflect - time to think 

What is attitude?

Attitudes are sets of emotions and beliefs that influence behaviour. 

What is Behaviour?

Behaviour is the way that someone acts in a particular situation or under particular conditions.

What is character?

Character is the set of sustained and durable behavioural traits of a person. 

 

Turning around customers

This is when the customer experience started bad and turned out good.

This is not acceptable but a learning curve - everyone can self improve - remember it can cost the business, a promotion opportunity, and even in some cases suspension. So always seek to provide a good standard of customer service. 

 

Remember the three PPP rule

Private, professional and polite 

Why?

  • Private - treat every customer with confidentiality and care 
  • Professional - maintain a boundary that reflects standards 
  • Polite - be kind no matter what 

Personal understanding 

It is important to keep your personal information private as possible.

Customers should not know your personal information or be aware that you have a challenge.

A common mistake is thinking that every customer is your friend.

Be aware that monitoring can take place indirectly through security cameras, colleagues and customers.

 

Mystery shopper

Most businesses/services test the quality of their business through mystery shoppers.

What is a mystery shopper? 

This can be an internal or external person that contacts or visits the business/service.

 

Survey

A review of a service received and overall experience. 

What is a survey?

In terms of customer service this relates typically to a set of questions to obtain feedback on the level of customer service received. 

 

Managing data 

Are you aware of how confidential personal/ business data is being shared verbally or visually.

Examples: First name and surnames, email addresses, contact numbers, bank details, home/ business addresses, orders

Verbally 

As this information may be accidently spoken out aloud so that other people can hear/ over the phone. 

In person

Or be sharing confidential information with another colleague in front of another customer

Displayed 

To leaving paperwork visible when it should be hidden and safe. 

The importance of trust

Be aware of your environment at all times. Data should remain confidential as this is sensitive information. 

 

How long to keep a customer waiting?

It is important to show care throughout providing customer service. 

In person and over the phone 

Always keep a person informed to encourage them to patiently wait. 

In person

Offer/ signpost to a person to an available seat or warm/ cold drink and mention. 

What can offend customers

It is important to remember that a part of customer service is being a representative for the business/ service. 

To make note of:

  • Body odour - especially in hot weather/ environments 
  • Bad breathe - a smell of alcohol, too much garlic, certain types of food with strong smells
  • Unkept appearance - clothing/ uniform not ironed, clothing not tucked in, worn or damaged 
  • Eating - consuming food/ drink items when on duty 
  • On the phone - distracted by messages/ browsing/ speaking 
  • Chatting to others -  Other colleagues about personal matters while on duty 

 

Awareness of your mouth and voice 

Are you aware of how you speak?

Important factors to take into consideration are: 

Is your voice tone, not clear, do you speak too quickly, and does the customer understand you.

Has anyone brought this to your attention previously then it could be an area to self improve/ develop. 

Part of customer service may be having to leave a voice message should you not be able to get hold of them on the phone. 

ACTION: Practise speaking out aloud with a colleague/ friend or record the audio. Get trusted feedback/ listen back to the audio. 

 

Interpersonal skills

This is also known as people skills, involving the ability to communicate and build relationships.  

Social engagement is an important part of providing good customer service and care. 

People remember how you made them feel. 

So it is important to make people feel welcome, included, listened too and satisfied with the service provided. 

 

1. A person's way of thinking or feeling about something

It often influences behaviour, how do you come across to the customer is it:

Bad

  • Unprofessional - not following company guidelines 

  • Abrupt - cutting off the customer 

  • Overfriendly - going too far personally 

  • Dismissive - not listening to the customer 

  • Unengaged - not paying attention

  • Too personal - talking about people to others

Good 
  • Welcoming - received a smile/ acknowledgement 
  • Engaged/Listening - interacting appropriately 
  • Good eye contact - giving full attention
  • Friendly and polite - received customer service with care

Why Is Customer Service Important?

  • Build Customer Loyalty
    Happy customers return—and loyal ones recommend your business to others.

  • Enhances Brand Reputation
    Friendly, professional service leaves a lasting positive impression.

  • Drives Revenue
    Great service increases sales, reduces returns, and keeps customers coming back.

  • Reduces Complaints and Conflict
    Quick, empathetic support prevents issues from escalating.

  • Gives Competitive Advantage
    In markets with many choices, people stick with businesses that treat them well.

In-Person Customer Service Example

How to Do It:

  • Smile genuinely.

  • Make eye contact.

  • Use a warm, respectful tone.

  • Acknowledge them immediately—even if you're busy.

Example:

"Good morning! Welcome to [business service name]. Let me know if you need help finding anything."

If You're Busy:

"Hi there! I'll be right with you—thanks for your patience!"

Phone Customer Service Example

How to Do It: Answering the phone 

  • Answer promptly (within 3 rings).

  • Use a cheerful, clear voice.

  • Say your name and company name.

 Example:

"Thank you for calling [Company Name], this is (your first name). How can I assist you today?"

Tip: Smile while speaking—it comes through in your voice!

Online Chat or Email Example

How to Do It:

  • Use a polite greeting and a helpful tone.

  • Personalize when possible.

Example (Chat):

"Hi James, thanks for reaching out to us today! How can I help you?"

Example (Email):

Hello Mrs Carter,
Thank you for contacting [Company Name]. I'm happy to assist you with your question regarding your recent order.

Key Phrases to Make Customers Feel Acknowledged

  • "It's great to see you today."

  • "Thanks for coming in."

  • "I'm here to help—what can I do for you?"

  • "I appreciate your time."

What Active Listening Looks Like

  • Let the customer speak without interruption.

  • Show attention with body language (nodding, eye contact) or verbal cues.

  • Repeat or summarize what they said to confirm understanding.

  • Respond with empathy and appropriate solutions.

Active Listening Examples

In-Person (Retail):

Customer: "I bought this jacket last week and the zipper broke after just one wear."
Poor Response: "Did you keep the receipt?"
Active Listening:

"I'm really sorry to hear that. That must be frustrating, especially since you just bought it. Let me take a look and see what we can do to fix or replace it."

Phone (Support):

Customer: "I've been trying to get this issue resolved for days, and I keep getting transferred."
Poor Response: "Let me just transfer you to the right department."
Active Listening:

"I hear how frustrating this has been for you, and I appreciate your patience. I'll do everything I can to help you right now so you don't have to go through that again."

Online Chat:

Customer: "Your app keeps crashing every time I open it. I've already reinstalled it twice."
Poor Response: "Try updating your phone."
Active Listening:

"Thanks for letting me know. I understand how challenging that must be. Let's get this fixed—can you tell me your phone model and OS version?"

More Customer Issue Examples

Example 1: Delivery Issue

Customer: "My package was supposed to arrive three days ago, and I still haven't received it."
Poor Response: "You'll need to contact the shipping company."
Active Listening:

"I understand how frustrating it is when you're expecting something and it doesn't arrive on time. Let me check the tracking for you and see what's going on."

Example 2: Incorrect Billing

Customer: "I was charged twice for the same item and I need that fixed."
Poor Response: "Are you sure? That doesn't usually happen."
Active Listening:

"Thanks for bringing this to our attention. I can imagine how upsetting it is to see an unexpected charge. Let me review your billing details right away."

Example 3: Login Issues

Customer: "I've been trying to log in for an hour. It keeps saying 'invalid credentials' and I know my password is correct."
Poor Response: "Did you try resetting it?"
Active Listening:

"I hear you—it's incredibly frustrating to be locked out when you're sure your password is right. Let's walk through this together."

Example 4: Long Wait Times

Customer: "I've been on hold for 25 minutes. This is ridiculous!"
Poor Response: "Yeah, we've been really busy."
Active Listening:

"Thank you for holding—I know how frustrating a long wait can be. I really appreciate your patience. Let's get started."

Tips for Active Listening on the Phone

1. Let the Customer Speak Fully

  • Don't interrupt.

  • Wait until they finish explaining before offering a solution.

2. Use Verbal Nods

  • "I see."

  • "Got it."

  • "Right."

  • "That makes sense."

3. Confirm What They Said

"Just to confirm—you said the app crashes when you open it, right?"

4. Show Empathy Before Action

  • "I understand how frustrating that must be."

  • "I'd feel the same way in your position."

 
Knowing the companies essential details
In order to provide effective and trustworthy customer service it is important to have knowledge about the business/ service that you are representing.  
 
Do a quick fact find yourself:
 
  • Business/ Service name?
  • Who owns it?
  • When it began?
  • Name of the Manager?
  • Office email address? 
  • Website?
  • Contact number?
  • Head office address? 
  • What are the escalation processes should a customer not be happy?
  • What are the latest deals/ promotions/ discount offers?
  • What is the return/ exchange policy?
 
What to do with an unsatisfied customer? 
If a customer argues and is not happy with the business/services or your customer service
 
Example 
Gently say "Let me get back to you in a few minutes."
  • raise it with your line manager
  • or if you are unable too then follow the company guidelines
 
How to end every call?
Thank the customer and ask if there is anything else they need help with?
 
And end with "have a good day."
 
 
How to end a conversation in person?
 
Thank the customer and ask if there is anything else they need help with?
 
And end with "have a good day."
 
Always smile
 
Important Reminder 
Customer service should be a pleasant experience for all
Therefore over stepping boundaries should be avoided such as:
 
Touching a person unnecessarily, over staring, making a personal comment