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CUSTOMER SERVICE
SEMINAR WORKSHOP
January 10, 2020
Gabriel Angelo Lucero
1. Owner, Dream Team Digital Marketing
2. CEO, Kawayan, Inc.
3. Property Consultant - Property Providers
4. Associate Professor I - UM
5. Part-Time Professor - DMMA
6. Undergrad, USEP - AB Language
7. Masters, UP Mindanao - Management
BABY BOOMERS aka FLOWER CHILDREN
- Born 1946 onwards.
- Known for their pivotal roles in the civil rights movement.
- This generation values relationships, as they did not grow up with technology running their lives.
In the workforce, Baby Boomers play by the rules, putting their work life first. They paved the path for the workaholic in the corporate world, which is currently being re-structured today, thanks to the Millennials.
Generation X is focused more on work-life balance rather than following the straight-and-narrow path of the corporate world.
They are the first generation to value work-life balance, possibly in response to experiencing the consequences of their parents’ workaholism — their broken homes.
GEN X aka THE LOST GENERATION
The first generation to reach adulthood in the new millennium, Millennials are the young technology gurus who thrive on new innovations, startups, and working out of coffee shops.
Time magazine called them “The Me Me Me Generation”
because they want it all. They are known as confident, entitled, and depressed.
MILLENIALS aka
THE NARCISSISTIC TECH GURUS
SO WHAT SHOULD
YOU DO?
LET US HEAR FROM THE NETIZENS...
HERE'S HOW:
8 Customer Service Tips
1. EMPATHIZE.
2. SIMPLIFY.
3. CPR.
4. SEE.
5. FOLLOW UP.
HOW TO KEEP THEM?
BODY LANGUAGE
Head – slower nodding emphasizes interest.
Mouth – Smile is very important, conveys message that you are approachable.
Hands – Just be yourself, no perspiring of hands and dirty nails.
Feet – avoid compulsive jabbing of the floor, desk or chair with your foot.
Facial Expression and Eye Contact – they are not body language, they are types of non verbal communication.
COMMUNICATION
PROCESS
At any point of communication process, communication breakdown will occur that maybe caused by different factors:
Physical Barrier – includes large working areas that are physically separated from others.
Language Barrier – when a person uses different language while he is speaking or writing.
Emotional Barrier – emotions could be a barrier to communication if you are engrossed into it for some reason.
Lack of Subject Knowledge – when a person who sends a message lacks subject knowledge because he may not be able to convey the message clearly.
Stress – when a person is under immense stress.
I don't want your hope. I don't want you to be hopeful. I want you to panic ... and act as if the house was on fire.
GRETA THUNBERG
Environment is not merely land, air, and water but also people.
GINA LOPEZ
REMELYN NAPOCO
GO KAPA WAY SIRADO!
THANK YOU!