BASIC FRONTLINE

SERVICE

Course Outline

Self Projection
Client Agency Relations
Norms of Conduct
Commitment (ONE THING)

Rational Objectives
At the end of the training, the
participants shall have been able to
Understand the importance of
service excellence;

Discover their critical role in

providing excellent service in their
organizations;
Gain better understanding of
customer behavior; and

Acquire skills in handling different

types of customers.

Experiential Objectives
At the end of the training, the
participants shall have been able
to
Realize the importance of a
customer-oriented service culture;
Feel enthusiastic about applying
their acquired skills in handling
customers; and
Commit themselves to the
development of a customeroriented service culture in their
organization.

Customer Service
.. is the organization s responsiveness to the
needs of customers. It is service that combines
technical knowledge and professional attitude with
friendliness and courtesy toward customers.

It involves all the activities that the organization conducts or

performs to satisfy its customers. This means more than just
handling complaints and smiling at customers. Customer
service means going out of your way for the customer, doing
everything possible to satisfy the customer and making
decisions that benefit the customer.

CUSTOMER SERVICE
customer service is the
delivery of a product or
service in a manner that is
satisfactory to the customer.

Customer service refer to

Behaviors and activities of the

service providers, where a positive
response is generated from its target
recipients to who a relationship can
be formed, continued, and built over
the longest period of times which
shall be beneficial to an agency or
individual for succeeding in their
common interests.

Concept of Professional Image

The four main attribute of a professional

image includes:

Appropriate professional appearance.

Use of correct manners and etiquette
Appropriate personal behavior
Effective communication

Business Etiquette in the

Workplace

1.
2.
3.
4.
5.
6.
7.
8.
9.

Be punctual
Be polite
Stay pleasant
Remember that company property is not for
personal use.
Never criticize someone in front of others.
Open door does not mean walk in anytime without
permission .
Never yell between office or cubicles
Eat food over a table, not over the phone.
Greet people when you arrive at work.

LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image

1.
2.
3.
4.
5.

Buy cheap clothing

Wear worn-out or soiled clothing
Look sloppy
Dress to cutesy, too gadgety, anything
that is too anything
Emphasize your worst features

LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image

6.
7.
8.
9.
10.

Minimize your good physical features

Disregard your grooming (hair not combed,
fingernails dirty, etc.)
Improperly match and blend items in your
wardrobe
Wear inappropriate accessories
Dress inappropriately for the occasion

LOOKING PROFESSIONAL
Here are the different ways on how to
sabotage your work image

11.
12.
13.
14.
15.

Dress without any flair always dull and

uninteresting
Dress inappropriately for your age
Ignore your personal habits (gum chewing, body
odor, bad breath, etc.)
Follow the latest fashion trends blindly,
obediently and thoughtlessly
Allowing clothing clerks to sell you, rather that
serve you

LOOKING
PROFESSIONAL

Grooming

Dress/Appropriate Attire

Posture

Fitness

Eye Contact

Handshake

Communication Skills

Dining Etiquette

Social Manners

Primary Aspects of Body

Language

Eye Contact
Facial Expressions
Body Posture and Movement
Hand Gestures
Touching
Physical Distance

EFFECTIVE CLIENTAGENCY RELATIONS

FRONTLINE SERVICES

Transactional, urgent, critical

and vital in nature
These are services that need
priority attention because they
are the most in demand

Effective Client-Agency
Relations
1.

Why client relations?

The viability of any government office

depends upon the goodwill of its clients
the PUBLIC
Clients are both prosecutor and judge upon
whom every government agency must
depend for favorable verdict and acceptance

 Effective Client-Agency
Relations
1.

Why client relations?

The basic truth in government clientagency relations is that clients or the

public are human beings and like to be
treated as such, otherwise,
They will react like anyone else,
sometimes quietly, sometimes
emotionally, at times irrationally or
sometimes even vehemently.

 Effective Client-Agency
Relations
1.

Why client relations?

Some say that Management should

take care of our client-agency relations
But the hard fact is that, while
management can set the stage and
direct the action, the action, the actual
performance has to be done by the
employeesnot with the executives
and supervisors

 Effective Client-Agency
Relations
1.

Why client relations?

It is human nature for the public

clientele to base his opinion of the
agency upon his experience with
the employees, particularly the
frontlines.

 Effective Client-Agency
Relations
2.

Understanding the Client

The existence of the bureaucracy

depends on the need of the public
clienteles
They are not an incident in our
work, they are the purpose of it
We are doing them a favor by
servicing them, they are doing us
a favor by giving us the
opportunity to do us

 Effective Client-Agency
Relations
2.

Understanding the Client

They are not dependent upon us; we

are dependent upon them
The clients are not cold statistics; they
are human beings with feelings and
emotions like us and with biases and
prejudices
They are the most important visitors in
our offices, whether they come in
persons, or by mails or over the
phones

 Effective Client-Agency
Relations
3.

Relating with Public Clientele

Know your institution

Have self-confidence
Be sensitive
Be courteous
Listen
No argument

 Effective Client-Agency
Relations
3.

Relating with Public Clientele

Take note of your vocal

characteristics
Choose your words
Give attention to your body
language

The Customers
Expectations
The CUSTOMER may not be in
a very good mood but he
certainly doesnt want YOU to
be that way too. As far as he is
concerned, he reserves the
right to be that way.

The Customers
Expectations

The customer always expects you:

Be polite
Be friendly
Addressed him by name
Be helpful
Be open-minded
Let him finish what he is saying

The Customers
Expectations

The customer always expects you:

Use clear and understandable

language
Show interest in his problems

Offer special service

Be well-groomed

Be flexible

Be reliable

The Customers
Expectations

The customer always expects you:

Be patient

Be sympathetic
Explain procedures

Concentrate on him
Give tips and hinge

Tune into his needs

The Customers
Expectations

The customer always expects you:

Be efficient, and

LISTEN!

A customers satisfaction
would depend greatly on the
extent to which you meet his
expectations. Therefore, no
matter how you really feel
inside, you have to be really
good actor or actress at time.
We all are!

PRACTICAL REMINDERS

Add sparkles and friendliness

through facial expression and
intonation

Smile while you talk

End your last words with a highly higher tone
Use medium pacing to show patience

Be friendly
four to

Before you know who he/she is, you only have

six seconds to make a good phone impression.

Basic Principles of Effective

Customer Relations
1.
2.
3.
4.
5.

Preparation
External Projection
Empathy
Patience
Communication

Basic Principles of Effective

Customer Relations

Listening
7. Consideration
8. Importance
9. Honesty
10. Diplomacy
6.

4 ESSENTIAL STEPS IN
CUSTOMER RELATIONS

1.
2.
3.
4.

Establish Contact

Uncover the Need

Appropriately Respond

Conclude the Transaction

BASIC QUALITIES OF A
FRONTLINER
ourtesy

ccountability

esponsiveness

fficiency

HOW TO HANDLE CUSTOMERS

G

U
E

S
T

REET

SE CUTOMERS NAME

YE CONTACT

MILE

HINK

HOW TO HANDLE UPSET CUSTOMERS

ISTEN

MPHATIZE

SK

RODUCE RESULTS

WHAT TO DO WHEN YOUR

CUSTOMER
IS READY TO EXPLODE
STEP ONE
Let them blow of
steam
STEP TWO

Show the customer

you are on his side

STEP THREE Tell your customer

exactly what you will
do on their behalf

WHAT TO DO WHEN YOUR

CUSTOMER
IS READY TO EXPLODE

STEP FOUR
action

Take the fast

STEP FIVE

Go back to the
customer and
how the problem
been resolved

explain
has

WHEN SERVICE GOES WRONG

BOUNCE BACK

1.
2.
3.
4.
5.
6.
7.

S ay youre sorry
E xpedite solutions
R espond to the customer
V ictory to the customer
I mplement improvements
C ommunicate results
E xtend the outcome

Skills in Building Customers Satisfaction

DIFFERENT KINDS OF CUSTOMER

Angry Customer

Remember: the CUSTOMERs anger is

not directed at you personally
Remain calm
Demonstrate sincere interest and concern
Allow the customer to express his/her
anger
Attempt to resolve the customers
problem
Apologize in behalf of the company

Skills in Building Customers Satisfaction

DIFFERENT KINDS OF CUSTOMER

IMPATIENT/HURRIED CUSTOMER

Politely and calmly inform client that:

you will process his/her paper quickly

as possible but you wish to perform the

work accurately as well

Thank the customer for being patient

SMILE

Skills in Building Customers Satisfaction

DIFFERENT KINDS OF CUSTOMER

OVERLY TALKATIVE CUSTOMER

Be polite and interested

Interrupt the conversation with a
phrase Sorry to interrupt ; if
customer continues to talk, interrupt
firmly with the phrase : Im sorry but
...
Conclude transaction
SMILE

Skills in Building Customers Satisfaction

DIFFERENT KINDS OF CUSTOMER

ELDERLY OR HANDICAPPED CUSTOMER

Hearing Impaired Client

Speak clearly but do not shout

Do not cover your mouth
If customer is still unable to understand
you: write on a sheet of paper what
you want to communicate
Be polite and respectful just as you are
with other customer

Skills in Building Customers Satisfaction

DIFFERENT KINDS OF CUSTOMER

ELDERLY OR HANDICAPPED CUSTOMER

Customer with Visual Impairment

Be aware of the customers special

needs
Ask if he/she needs assistance in going
to any office where he/she shall
transact business
Allow the customer to move away from
you before attending to a next task

Skills in Building Customers Satisfaction

DIFFERENT KINDS OF CUSTOMER

NEGATIVE CUSTOMER

Inform customer calmly, trustworthily

and convincingly
Persuade and state your reason
objectively
Use alternative question
Convince steadily and firmly
Give dependable information
Discuss factually not emotionally or in an
editorialized way

Skills in Building Customers Satisfaction

DIFFERENT KINDS OF CUSTOMER

INDIFFERENT CUSTOMER

Create interest and elicit his

curiosity
Show advantages and benefits
Offer additional services under
certain circumstances
Be fascinating and charming

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

Commitment to Public Interest

Uphold public interest over

personal interest
Employ and use efficiently,
effectively, honestly and
economically all office resources
and powers.

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES

Professionalism

(RA 6713)

Discharge duties with highest

degree of excellence, intelligence
and skill.
Enter public service with outmost
devotion and dedication to duty
Discourage wrong perceptions of
your roles as dispenser or peddlers
of undue patronage

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

Responsiveness to the Public

Extend prompt, courteous and adequate service to

the public
Unless otherwise provided by law, provide
information on office policies, procedures and
ensure openness of information, public
consultation and hearings when appropriate,
encourage suggestions, simplify and systematize
policies, rules and procedures
Avoid red tape and develop an understanding and
appreciation of the socio-economic conditions
prevailing in the country

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

Nationalism and Patriotism

Be loyal to the republic and to the Filipino

people at all times
Promote use of locally produced good,
resources and technology
Encourage appreciation and pride of country
and people
Maintain and defend Philippine sovereignty
against foreign intrusion

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

Justness and Sincerity

Remain always true to the people

Do not discriminate against anyone especially
the poor and the underprivileged
Respect at all times the rights of others
Refrain from doing acts contrary to the law,
good morals, good customs, public policy,
public order, public safety and public interest
Do not dispense/extend undue favors on
account of your office to your relatives

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

Political Neutrality

Provide service to everyone

without unfair discrimination and
regardless of party affiliation or
preference

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

Commitment Democracy

Commit yourselves to the democratic

way of life and values, maintain the
principle of public accountability and
manifest by deeds and supremacy of
civilian authority over the military
Uphold the constitution and put loyalty
to country above loyalty to persons or
party

NORMS OF CONDUCT
OF PUBLIC OFFICIALS AND
EMPLOYEES
(RA 6713)

Simple Living

Lead modest lives appropriate

to position and income
Do not indulge in extravagant
or ostentatious display of
wealth in any form

Attitude Is Your Key to

Success

Attitude is your mental

position with regard to
facts or simply the
way you view things.

Attitude Is Your Key to

Success

1. Your attitude toward

customers influences your
behavior. You cannot always
camouflage how you feel.

Attitude Is Your Key to

Success

2. Your attitude affects

everyone who comes in
contact with you, either in
person or on the
telephone.

Attitude Is Your Key to

Success

3. Your attitude is not only

reflected by your tone of
voice, but also by the way you
stand or sit, your facial and
other non-verbal ways.

Attitude Is Your Key to

Success

4. Your attitude is not fixed.

The attitude you choose to
display is up to you.