BASIC CUSTOMER SERVICE

To our PIT President Dr. Norberto Olavides. To the VP of Administration Dr. Rolando C.
Entoma, who moved us with his welcome address.

To the very supportive VP of Academic Affairs, Dr. Virginia Beltran.

To the school officials, responsive PIT Administrative personnel, to the participants ladies and
gentleman, Good Morning.

I would like to extend my heartfelt gratitude to the PIT HRMO spear headed by Ms. Diana
Veronica Montejo, for making this webinar possible.

It is such an honor to have been invited to be one of the speakers for today. Thank you so
much for the trust and I really wasn’t expecting this opportunity. And thank u for allowing me
to impart my knowledge based on my experiences with the customer service industry.

Presentation Title
Presentation Title
 I. To understand why some customers
are difficult.

I would like to have this opportunityto thank

sir cj torniado for always asisting me for the II. To improve the image of the
entire duration of the 4 webinar sesions.
organization in handling customers
OBJECTIVES and clients.

III. To recognize the importance of not

taking things personally.
So with the COVID19 pandemic and all the
adjustments that we had to make, in how we do
things, we simply dont have the time to evaluate
A B C

ourselves and how our actions influence or affect

others. So let me give you this time to be self-
aware....to introspect....So we will have simple
D E F

drill....
G H I
 CAREFREE
A PLAYFUL
CHEERFU
L

You love a free and spontaneous life. And you strive to enjoy every moment, in
accordance with the motto: "You only live once." You are very curious and open
about everything new. You thrive on change. Nothing is worse than when you feel
tied down. You experience your environment as being versatile and always good
for a surprise.
 INDEPENDENT /UNCONVENTIONAL-
B u do not behave in the same way as most
people in ur society.
UNFETTERED- relaxed

You demand a free and unattached life for yourself that allows you to determine
your own course. You have an artistic bent in your work or leisure activities. Your
urge for freedom sometimes causes you to do exactly the opposite of what is
expected of you. Your lifestyle is highly individualistic. You would never follow trends.
On the contrary, you seek to live according to your own ideas and convictions, even if
this means swimming against the tide.
 C
INTROSPECTIVE- you spend time
examining your owns thoughts and
feelings. SENSITIVE REFLECTIVE

You come to grips more frequently and thoroughly with yourself and your
environment than do most people. You detest superficiality. You'd rather be
alone than have to suffer through small talk. Your relationships with your
friends are very strong, which gives you the inner tranquility and harmony that
you require. You do not mind being alone for extended periods of time. You are
rarely bored.
 D HARMONIOUS BALANCED
DOWN TO EARTH

You value a natural style and love that which is uncomplicated. People admire you
because you have both feet planted firmly on the ground and they can depend on
you. You give those who are close to you security and space. You are perceived
as being warm and human. You reject everything that is garish and trite. You tend
to be skeptical toward the whims of fashion trends. Your style is easy and elegant.
 PRAGMATIC- you deal with things
E realistically and sensibly
CONFIDENT PROFESSIONAL

You take charge of your life, and place less faith in luck and more in your own
deeds. You solve problems in a practical, uncomplicated manner. You take a realistic
view of the things in your daily life and tackle them without wavering. You are given
a great deal of responsibility at work, because people know that you can be
depended upon. Your pronounced strength of will projects your self-assurance to
others. You are never fully satisfied until you have accomplished your goals.
 PEACEFUL
DISCREET
F NON-
AGGRESSI
VE

You are easy-going and independent. You do not need to be the center of attention, instead you
graciously let others take center stage. You have no set plans, rather you prefer to "go with the
flow," relying on your sharp instincts and intuition as situations present themselves to you. You are
very social and popular, yet you are perfectly happy going off alone to pursue your interests. There
is a quiet confidence about you.
 ANALYTICAL
G TRUSTWORTHY
SELF-ASSURED

You appreciate high quality and things that endure. Consequently, you like to surround
yourself with little "gems," which are often overlooked by others. Culture and tradition are
important to you. You have found your own personal style, which is elegant and
exclusive, free from the whims of fashion. Your ideal, upon which you base your life, is
sophisticated pleasure.
 H ROMANTIC
DREAMY
EMOTIONAL

You are a very sensitive person. You refuse to view things only from a sober, rational
standpoint. You listen to your feelings. It is important for you to have dreams in life.
You reject people who scorn romanticism and are guided only by rationality. You
refuse to let anything confine the rich variety of your moods and emotions.
 DYNAMIC
I ACTIVE
EXTROVERTE
D

You are quite willing to accept certain risks and to make a strong commitment in exchange for
interesting and varied work. Routine, in contrast, tends to have a paralyzing effect on you.
What you like most is to be able to play an active role in events. In doing so, your initiative is
highly pronounced.
 RELEVANCE OF PUBLIC
SERVICE EXCELLENCE
Public service is a public trust. Public officers
and employees must at all times be
accountable to the people, serve them with
utmost responsibility, integrity, loyalty, and
efficiency . . .

stipulated (Article XI, Section 1, 1987

Constitution of the Philippines)
“. . .The activities of civil servants and
public/private agencies must follow the
will of the people to whom they are
ultimately responsible. The publicness of
their employment and goals thus
prescribes their behavior and
circumscribes their choices . . .” (Carino,
1983) also the author in ethics in politics.
Transactional Analysis

Transactional Analysis is an
approach to psychology that developed
in the wake of two competing schools
of psychology: psychoanalysis and
behaviorism. It was developed by Dr.
Eric Bearne in 1960.
 Psychoanalysis was concerned with the inner workings
of the mind, called the psyche.(human soul or elements
of the human mind/both conscious or unconsious)

Psychoanalysis theraphy- Can also be used as a

treatment for people with mental disorders. One on One
sessions with ur psychologists that aims bring deeply
buried thoughts and feelings to the conscious mind.

Behaviorism was concerned with outward behaviors

and how to change them.
 Transactional Analysis focuses on
interrelations among people, including
both outward behavior and inner
motivations.

Whereas behaviorism and psychoanalysis

focus on inward and outward aspects of an
individual,
 Transactional Analysis divides our behavior
and motivations with others into three styles or
modes of transactions:

Parent, Child, and Adult.

The Parent style can be thought of as the killjoy.

The Parent style is our mimicking of parental
behavior in our thoughts, feelings, and behaviors.
 The Child style involves behavior that
focuses on fun and avoids responsibility. If
someone ever responded to you with a
reply such as “Stop bringing me down,” or
“I don’t want to,” or they cussed at you,
chances are they are operating within the
Child style or Child aspect of themselves.
 The Adult mode to be the
best mode to operate in when
it comes to problem solving,
including challenging
interactions with other people.
 Rather than focusing on the way
things should be, as the Parent
mode does, or the way you want
things to be, as the Child mode
does, the Adult mode focuses on
the way things are and how to
adapt oneself to them.
 Transactions between others can be
characterized as complementary or crossed.

Complementary transactions include Child to

Child, Child to Adult (and vice versa), Parent to
Parent, and Adult to Adult.
Communication that is complementary can
continue in this fashion indefinitely.
Naa cya pattern.
Here are some examples:
Adult 1 will say, Is the report finished? to
Adult 2 will respond with, I’ve finished it
and am about to deliver it to you.

Parent Why haven’t you cleaned your

room yet? I’ve told you repeatedly. t o
Child You always nag me.
Child Hey, let’s skip work and go to the park.
to Child Yes. Work is boring anyway.- not
serious avoids responsibility

Parent You should stop procrastinating-

meaning to delay or postpone an action.
to Parent You should mind your own business.
- both superior behavior
 Crossed transactions
interrupt the back and forth
flow of complementary
transactions.
Crossed transactions include
Adult to Child, Adult to
Parent, Child to Adult, and
Parent to Adult.
 Not all complementary
transactions are beneficial,
nor are all crossed
transactions negative.
Crossed transactions merely
change the nature of the
relationship flow.
Here are some examples of conversations:
Adult Is the report finished? to Child Why are
you always nagging me? The conversation can
then turn into a complementary Child to Child
interaction or Parent to Child interaction. - naa
transaition and interaction.

Adult I’m cleaning up my room now. to Parent I

shouldn’t have to remind you. The conversation
can then turn into a complementary Parent to
Child or Parent to Parent interaction.
Child Let’s skip work and go to the movies
to Adult I can’t afford to miss work. My
rent is due. An Adult response can in turn
elicit a complementary Adult response as
well, the person who is operating into
Child mode will then respond with:
Yeah, I need to work, too. Coz my rent is
due too by next week.
Parent You should have finished that
report already to Adult You’re right. Here
is my plan to improve my efficiency or
You’re right. Here is the report. How can I
improve to get it done faster? This Adult
response can eventually lead to a
complementary Adult response,
The Parent will say: That sounds like a
good plan. or Here’s how you can improve.
 While it’s true that crossed
transactions can continue as such, they
eventually resolve into complementary
transactions. Consequently, when you
interact with a customer who is in Parent
mode or Child mode, the best way to
break the chain of negative
complementary responses is to respond
and stay in Adult mode yourself.
Why are Some Customers or CLients Difficult?
• They Have Truly Had a Bad Experience and
Want to Vent

When customers want to vent, they want a

solution, but what may be more important is
that they feel that they are heard, that their
concerns are valid.
1. Customer felt neglected or was not entertained properly.

- municipyo sa cebu BIR. Always be attentive to your clients.

2. Someone was rude to them- did not entertain client immediately.

• Customer feels you don’t know what you are talking about.

• Someone promised something that was not delivered.

• Want Someone to be Held Accountable

Customers looking for accountability feel anxious

and angry. Will anyone resolve their problem? Keep
in mind that being accountable is not the same thing
as accepting blame (Globe situation).
An Adult mode assessment of reality might
understand that you personally did not cause their
problem, but a Parent mode assessment might
perceive everyone at your business as incompetent
as evidenced by the customer’s problem
They are Generally Unhappy-
toxic customers
Customers who are generally unhappy people
can be exceptionally difficult. When you ask what
is wrong, they can launch into an entire laundry
list.
Often unhappy people pursue negative
rewards in their interactions. Consequently, they
may want you to slip into a Child or Parent mode
to complement their corresponding Child or
Parent mode, because this confirms their
negative view of life.
 The most important step in dealing with generally
unhappy customers is to remain authentically positive
and in the Adult mode.
(put yourself in your customers shoes and do not take it
against you)
-they are usually angry with the company and not with
you. Again, kita nagdala sa bida ani na situation.

Dealing with this type of customer can be a source of

frustration, so be prepared to reframe the problem when
you identify this emotion in yourself or your customer
(if you need time to calm yourself down you can speak
with your colleagues or your supervisor).
What is Anger?
• Anger is a basic human • Anger could be a start of
emotion that is experienced something deeper, like
by all people. Triggered by an rage or violent actions
• emotional hurt and usually and reactions.
experienced if a person feels pain or
mistreated. • You have got to control
your anger, because it
• Anger is a feeling that has has the ability to control
to be recognized outright- you.
feelings will be validated.
Know the difference between anger and
aggression.

• Anger is an emotion. It is ok to be angry and is

not a problem; what one does with anger can be.

• Aggression is acting out inappropriately and is

not ok. Aggression is usually the result of excited
emotional states of anger and frustration.
Why Manage Anger?
• Anger is not usually a good solution to
problems, even if it seems helpful in • People with poor anger management
the short term. -traumatic for a child. are more likely to have problems with
personal relationships or work, verbal
and physical fights and/or damaged
• Unmanaged anger creates problems - property.
sometimes for you and often for
others around you.
• Regular episodes of anger can
• Nobody wants to be around a person
eventually make you ill. When You are
who brings negativity. Kay angry the body releases stress
makatakod baya jud ang emotions. hormones. The heart rate, blood
• bilin sa balay and problems. Family is pressure, body temperature and
our comfort zone. breathing rate increase.
Understanding your customers/clients
 If a customer approaches you what usually comes into their minds?
What do they want you to do?

• Greet me-acknowledge them simple as greeting them with Good

Morning. Simple Greeting could go a long way.

Value me- Recognize their needs. People want to be treated in a friendly

way.
• Help me- Figure out a solution. Let the customer feel that they
will not be transferred or shuffled around, do not left
feeling that they are responsible for taking care of their
problem. You are not a One Stop Shop.
• Listen to me.
• Invite me back.- creating a positive memorable experience for
your customer.
FOUR BASIC STEPS TO DEFUSING AN
ANGRY CUSTOMER
• (Proper Mind Set, program your mind that
you wil always encounter a rude client).
• Listen -keep a serious look on your face and
nod, jut down notes. Apologize
• Ask questions and summarize (Open ended
or close ended)
• Provide a solution and work together- put
yourselves in your customers shoes.
• Follow up
 I don’t know.
Words and Phrases
that Damage That’s not my job.
Customer Relationship
You don’t understand.
You don’t see my point.
What’s your problem?
I never said…
I can’t.
 THE SERVICE TEMPERATURE
WORKSHOP # 2
EXCITEMENT WORRIES / HOPES & INFORMATIO
COMPLAINTS
S CONCERNS WISHES N

My hopes/
I get excited I worry I don’t/won’t wishes for Things I still
if/when my when/ that like it if/when Basic need to know
customers my customers… Customer about Basic
customers.. Service Customer
Carlos demeterio Skills Service Skills
Training Training…
Mae sanico Workshop

Manongsong….
How Not To
Take Things
Personally
How do you
know that you
are taking things
personally?
• You ask a friend out for a date...but you got rejected
• You take it against yourself, you think you are not good enough.
• You think that the one responsible for your pain is the other person.
but turned on the tv.

• why do you take it personally? You feel neglected, hurt, betrayed by the other one. He is
responsible by what we feel.
• EGO- others should take us into consideration. wants to be acknowledged
and right.

• EGO wants other people to adjust to you.

• Do you want to be right all the time? or be happy?

• You will be in constant war against yourself because the world does not revolve around
you.
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 If you are treated badly by your customer
and you took it personally then

your next transaction sa imo next

customer will not be great.

move on daun.
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 Coin Strategy
Frederik Imbo
to remind yourself not to take things
personally.
 It’s not about ME.

Look on the other

Front of the persons perspective and
Coin intentions.
Make space for
understanding.
Life isn’t about you all
the time.
Situation:

Situation:

• You worked hard on project and you are proud of the end
results. On the day of the presentation instead of being
praised, you were criticized.
 It’s about you-
own up to your
mistakes
Back of the Taking responsibility.
Coin
People may attack you, criticize you or crumple
you with their words.

But remember, whatever they say or do:

YOU WILL ALWAYS KEEP YOUR VALUE.

If you see someone without a
smile, give them one of yours.
Thank You