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CUSTOMER
S E R V I C E
Make The Diference;
Make The Proft!
Eno Praise
With Foreword by
SteveHARRIS
note by
felaDUROTOYE
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CUSTOMER SERVICE;
Make The Diference; Make The Proft!
Copyright @ 2014 by Eno Praise
ISBN: 978-978-48523-01-1
ALL RIGHTS RESERVED.
No porton of this book may be used without the writen permission of the
publisher.
Published in Nigeria by
VANTAGE N POWER NIGERIA
F1, Kubwa Army Estate
Bwari, Abuja
Nigeria
+234 817 351 9548; +234 809 585 9253; +234 812 807 9351
ENO PRAISE
dedication
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
ENO PRAISE
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his book is dedicated to every corporate organizaton looking at increasing
their customer base through dedicated customer service.
To my beloved wife, Enobong (Tush) and to my outstanding children, Princess
Rebekah and Prince Bryan, Princesses Nora, Oyebi, Uduak and Favour, who
allowed me to exercise my authority as a father guiding them to see the big picture.
To my sweet and cute sister, Mmant, you are amazing, Big B loves you. Much Love and
Kisses to You All!
To my mentors, Pastor Lawrence Agbata, Rev. Biodun Fatoyinbo, Fela Durotoye, Steve
Harris, Bankole Williams, Lanre Olusola (The Catalyst), Aruosa Osemwegie, Mr Nzan Ogbe,
Jimi Tewe, Peter Ogbonna, diferent aspects of your lives have inuenced me to become a
beter leader.
I Celebrate You All.
I could not have achieved this without My Pantocrator (God All In All). Thank you Lord for
the gif and talents in me.
appreciation
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
ENO PRAISE

The joy of a dream is when it becomes a reality - felaDUROTOYE

This is my dream come TRUE made possible by God Almighty!
With so much love and grattude, I would like to acknowledge the eforts of those in
my life who have contributed in signifcant ways to making this project a reality.
TO MY DARLING WIFE, BEST FRIEND, KIDS & SISTER: Enobong. my frst editor. Thank you
for your love, sacrifce, taking care of the kids and believing in me. To my Princesses and
Prince; Rebekah, Nora, Oyebi, Favour, Uduak and Bryan. Thank you for understanding and
teaching me what it means to be the best dad in the world.
My only faithful and awesome sister, Mmant... words cant thank you enough. I love you
and celebrate you dearly.
PASTOR /MRS. LAWRENCE AGBATA: Dad and Mum, you honoured me even when there
was nothing tangible to show for. You taught me how to live my life in God and to know that
all things are possible. You imparted in me the spirit of excellence of which i am most grateful
for.
FELA DUROTOYE: FD your words and messages transformed my life; your passion for Nigeria
is contagious. You told me I can deliver the future and today I see it happening before my
very eyes. Nigeria and indeed the world will not forget the legacy youve built. Together we
will deliver the future. Thank you for your atmosphere.
God Bless You FD.
REV. BIODUN FATOYINBO: Thank you sir for your teachings on fath and excellence.
I celebrate you and your wonderful wife (Pastor Modele) and indeed the COZA Family; The
take over generaton.
STEVE HARRIS: Uncle Steve, the frst day I met with you at VGC in Lagos; I can stll remember
the words you told me, its not what you dont have that limits you but what you have
and dont know how to use these words have kept me going tll today. Im most humbled
by your sense of humility and respect for me. Much Love Sir!
ARUOSA OSEMWEGIE: Sir you have been a source of inspiraton to me. One word from you
kept me on the move. Nothing Really Succeeds Like Excess. Am glad I met you at the tme I
did. Thanks Boss.
BANKOLE WILLIAMS: You are such a humble man. I respect you Boss. Thanks for the
opportunity to to sit under your teachings.
GEMSTONE FAMILY: I celebrate every Ambassador of the Generaton Empowered Motvated
and Strred To Operate with Natural Excellence (GEMSTONE).
Most defnitely we will build Nigeria into the worlds most desireable Naton to live and do
business in by December 31, 2015.
Grace Consulate Family, Lanre Olusola (The Catalyst), Joshua Awesome, Mr. Nzan Ogbe,
Saviour Ogonenwe, Dr Emerie, Steve Abba, Bablola Omoniyi, John Ndik, Fejiro Onorhiere,
Lami, Joseph Okputu, Abraham Asuquo, Prince Eka Williams, Tolu Cole; You are all amazing;
the list can go on and on.
MY EDITORIAL TEAM: Thank you for your input and contributons. I Celebrate You!
Most importantly, my Infnite grattude goes to God; for the gif of life, wisdom and favour.
Words cant express how grateful I am to you. You have given my life a meaning and made
me a soluton and a miracle to my world.
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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foreword
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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no Praise masterful summaton of the importance of Customer Service is
a tmely reminder that businesses, despite what they think, do not exist to
make proft, but to wow their customers.
The true secret to business success, Aladdins magic lamp or the elusive lost
city of gold in the corporate world is repeat sales!
These repeat sales are dependent on happy, excited and wowed customers!
Satsfacton no longer cuts it. A happy customer isnt good enough, every business wants
wowed customers who will become brand evangelists and carry their gospel all over the
world.
If this is what you want for your business, then keep reading and afer youre done
reading, start doing!
SteveHARRIS
Life Strategist, Speaker, Author and Managing Consultant, EdgeEcuton
endorsements
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
ENO PRAISE
Eno is a remarkable man with great wisdom. His teachings will catapult you to a new level of
thinking and engagement with your spheres of inuence. I encourage you to read anything
that he puts to paper. He builds the capacity of your life through life
lessons and qualifed instructons.
Dr. Cheryl A. Hill
Special Advisor-Impactng Natons
Eno Praise has in very few words captured the essence of customer-centrism.
This book will no doubt add value to the practce of customer service beyond the usual lip
service prevalent in these climes.
His choice of words and case studies are lucid yet uid. Another UNputdownable read.
Highly recommended to all those who value relatonships and understand the value of
same to the success of businesses.
Thumbs UP
CharlesOTudor
ADSTRAT BMC Limited
Customer service is one of the hallmark of successful organizaton, yet it is one of the things
businesses struggle with in this part of the world. It is refreshing to see more and more
people calling our atenton to the importance of treatng customer as king
beyond the lip service. I like Enos atempt at this, his perspectve and his style of
communicaton. I think the discussion has just begun. Well done.
Tunde-Success Osideko (HRMP) (SHRM Certed)
HR Business Partner -Network Group,
Human Resources Division
MTN Nigeria
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If you are looking for a more excellent way of serving your customers, Enos book on
Customer Service is a must read!
This book is undoubtedly capable of transforming any companys daily dealings with her
customers which in turn guarantees repeat sales and customer satsfacton.
I love Enos concept on customer service and therefore will challenge you to not just
read this book, but also hire him to train your team.
Jephter Akaehie
CEO, Power Edge Consultng & U.S. Certed Business Success Coach
One of the major challenges we face in the business world today is Bad Customer
Service. The fundamental cause is failure to understand fully the value and power a
customer has.
The terms: Customer is King, Customer is always Right is sung like an anthem, but not
practsed appropriately in reality.
This fantastc book writen by Eno Praise reveals the fundamentals of customer service,
with secrets that both staf of organizatons and individuals can apply. This helps them
win their customers, retain them and get more referrals. It is writen and designed in an
easy-to-read, yet, very interestng format.
The informaton in this book is very rich and has the ability to revolutonize positvely
the customer service experience of any organizaton. I recommend this book to both
growing and well established organizatons to use it as a reference guide for her staf. I
also encourage any individual aspiring to grow a career in customer service, to get this
life transforming book.
As you read, put the things you learn to immediate practce. You would be glad you did!
Kelechi Anyalechi
Managing Consultant,
LifeIMPRINTS
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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Customer service is whacked. A lot many believe this especially if you come from the parts
I come from. Being hassled for momentarily forget ng what to eat on get ng to the counter
in a fast food eatery leaves a sour taste in the mouth. That was my personal experience!
With emerging trends, changing cultures and technological advancement customers are
poking their noses further through the doors. They are asking questons.
And intelligent questons at that.
Logically structured using simple dicton, Eno dishes out principles and strategies that can
aid businesses thrive contemporarily.
I felt like I was in an MBA class reading it. Buy it. Read it and apply!
Emeka NOBIS,
CEO/ Lead Strategist, Profound Impacts Internatonal
With the rising rate of poor customer service delivery witnessed in some organizatons and
amongst business people, this surely is a useful and tmely material for any organizaton
or business person willing to grow their client base and sustain their corporate existence.
An insightul and pragmatc material for personal grooming, work-place productvity, and
excellent customer service delivery. Whether youre representng an organizaton or your
own organizaton, this book is defnitely for you. Study, practce and share!
Emeka Nwarulor
Principal, Nigerpreneur Group
Enos book is a hand-book full of practcal tps to help businesses deliver quality customer
service. A very useful companion for entrepreneurs, managers and most especially,
employees!
Tito Philips, Jnr.
CEO, MADphilips Development. Co. and founder of www.naijapreneur.com
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Any organisaton that does not uphold the principles of excellent customer service is
already on its way to extncton! Eno Praise has writen what I would call the Customer
Service Bible. This book contains tmely secrets that are not taught in the Harvard
Business School.
I recommend it for anyone who truly desires to gain mastery of the psychology behind
winning and keeping customers for life. It is a worthy investment!
Treasure Kalu
Lead Facilitator,
Xtreme Xcellence Consultng.
Theres no beter secret to being in business that what the insightul Eno Praise reveals
in this book. Its a delight to read because more satsfed customers, more money.
Abel Praise (MrThinkSMART)
Lead Strategist, ThinkingSMART Resources
The entry and exit in any organisaton is hinged on its customer service; it can make
or mar any organisatons potentals and prospects; this book has provided a very
comprehensive outlook of skills and strategies for a wonderful customer service
experience
Esther Eshiet
Programmes O cer, The Bridge Leadership Foundaton
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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note by felaDUROTOYE
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
before you take the journey
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This book is a proposal. It is an encouragement to the service industries in the world to help
their customer service personnel make a diference in other to make the proft.
We must have the dream of a more developed service department. It is the dream that will
redefne your identtes. This book will make the gap between your present reality and your
potental obvious and inspire you to strive to atain great heights.
Then it will make change imperatve. Where progress is desired, change is inevitable; and
Great Customer Service is the crux of the mater.
This manual is intended to challenge you to examine your service culture and also identfy
the values and beliefs that can frustrate your proft base so you can change them.
Once again, this book will revolutonize your mind and create a mental shif.
Read it, act it and let the change begin in your company, insttuton and business.
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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Chapter 1
Basic of Customer Service
Who is a Customer?
What is Service?
Understanding Quality Service and
Service Culture
Quality Customer Service is..
Who are Service Winners?
Intangible Service
Two Dimensions of Service
Chapter 2
Strategic Skills for Quality Customer
Service
Five Elements of Quality Service
Service Culture Components
Techniques to Improve Customer Service
Chapter 3
Key Elements of Quality Customer
Service
What you should know!
Developing Excellent Communicaton with
Customer
Characteristcs of Good Listener
Dealing boldly with customers
Customer Focused Behavior
Chapter 4
Addressing Dierent Customer
Behavior Styles
Addressing Customer Needs
Four Styles of Behavior
Chapter 5
Telephone Etquete
Before you pick up that phone
Transferring Calls
Taking Messages
Chapter 6
Steps to Resolve Service Breakdown
Service Breakdown
Service Recovery Strategy
Roadblock to Service Recovery
Dealing with Di cult People
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Chapter
WHO IS A CUSTOMER?
A customer (also known as a client, buyer, or purchaser) is the recipient of a good, service,
product, or idea, obtained from a seller, vendor or supplier for a monetary or other valuable
consideraton.
A customer may or may not also be a consumer but they are both distnct, even though
the terms are commonly confused. A customer purchases goods; a consumer uses them.
An ultmate customer may be a consumer as well, just as they equally may have purchased
items for someone else to consume.
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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WHAT IS SERVICE?
Service is the act of performing a task for a business or person that wants or requires it in
exchange for acceptable compensaton. Its a type of economic actvity that is intangible; it
is not stored and does not result in ownership. A service is consumed at the point of sale.
Its also the act of helping or doing a job for someone.
WHAT IS CUSTOMER SERVICE?
Customer service is the provision of service to customers before, during and afer a
purchase. According to Turban et al. (2002) "Customer service is a series of actvites
designed to enhance the level of customer satsfacton that is, the feeling that a product
or service has met the customers expectaton."
Customer service plays an important role in an organizaton's ability to generate income
and revenue. From that perspectve, customer service should be included as part of an
overall approach to systematc improvement. A customer service experience can change
the entre percepton of a customer towards the organizaton.
Some have argued that the quality and level of customer service
has decreased in recent years, and this can be atributed to
lack of support or understanding at the executve and middle
management levels of a corporaton and/or a customer
service policy.
To address this argument, many organizatons have
employed a variety of methods to improve their customer
satsfacton levels.
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
A Customer in a RESTAURANT wants more than a MEAL
Guests in HOTELS want more than a ROOM
Client in a TRANSACTION want more than a SETTLEMENT
A Customer in a SUPERMARKET wants more than the GOODS
Customers want more than just the PRODUCT or SERVICE that is ofered they
also want to be TREATED WELL
Quality Customer Service is TREATING A CUSTOMER WELL
UNDERSTANDING QUALITY SERVICE AND SERVICE
CULTURE
Service Winners?
Service winners are people that have the understanding of what it means to win and
retain a customer. Lets look at some of their characteristcs.
Those with a positve at tude and cheerful outlook
People with a positve at tude and cheerful look will always win
customers loyalty. Every customer wants to perceive, see and
experience positvity in the customer service atendant. A cheerful
look brightens the countenance of the customer and it speaks
acceptability to them.
Those with the ability to put the customer on Center Stage
Each tme a customer walks in and you place utmost importance on the
customer, he or she is bound to come back. They always want to be at the center stage of
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what is happening. Always make them the star of your business.
Those who genuinely enjoy working with and for other people
When you work for and with people with an open and sincere heart, they will keep calling
you and will depend on you to work for and with them.
Those who view their job primarily as a human relatons
profession
Human relatons is a great and delicate job, how you relate
with people will determine if they will come back or not so
Its advisable to relate with customers as if you are in their
shoes. Relate with people the way you would want to be
related with.
Those who can allow customers to be right (even on
occasions when they are not)
As the saying goes Customers are always right in the case
where they are wrong and you allow them have their way,
it gives them the freedom to show up at your business place
the next tme they are in need of your goods or services with
the assurance that they will get quality service and not be
critcized.
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CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
INTANGIBLE SERVICES
Intangible deals with the human side of an organizaton
They include emotons, behaviors, understanding, feelings and perceptons.
INTANGIBLE SERVICE
Satsfacton: Being able to deliver as promised makes the customer satsfed.

Atentveness: Concentraton on the customer is imperatve and it builds trust and
confdent.
Flow: Being able to stay on course with the customer will allow them open up to you.
Being Helpful: How helpful you can be determines if they will walk into your place next
tme.
Sensitvity: You have to be sensitve to what they are not saying; that is inner words and
needs alike.
Tone: Your tone of voice is important, it could either make them walk away or reveal
their thoughts to you.
At tude: Your at tude towards customers will determine your height in business
hence the adage Your at tude determines your alttude.
Knowledge: Know your products and services and also get to know your customers.
Understanding: Always try to understand what your customer is saying at a partcular
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point in tme, never assume you understand.
Assumpton is the lowest form of knowledge. When you understand them, you will be
able to help them beter.
Assistance: Learn to assist your customers. If you dont have a product or services, help
direct them to a place where they can get the product or services that you dont have.
TWO DIMENSIONS OF SERVICE
1. The Practcal Dimension
Consist of the established systems and procedures to deliver products and/ or services
2. The Personal Dimension
How service providers (using their at tudes, behaviors, and verbal skills) to interact with
customers
CATEGORIES OF PRACTICAL AND PERSONAL
DIMENSION
The Freezer Company
Low in both personal and practcal service. Moto: ``We dont care
This type of company doesnt really care how the customer feels, all they
need is the money. Just like the freezer, they maintain status quo, keep
it cool and in the end loose customers. They dont know their product
and services; they dont have delivery system and they lack at tude, skills
and excellent behavior paterns. For them its Take the product or service
and give us the money these kind of company dont last in business; even
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CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
if they do its because the people cant do without their product or services because its
benefcial to them.
The Factory Company
Good in practcal service, bad in personal service. Moto: `` You are just a number. We are
here to process you
These types are processors. The customers are like raw materials, they are being processed,
critcized, analyzed and manipulated. They dont know how to deliver their product and
services.
The Friendly Zoo Company
Bad in practcal service, good in personal service. Moto: `` We are trying hard, but dont
really know what we are doing
This company is bad in delivery service but good in at tude, excellent behavior paterns and
skills. They dont know their services and product; they dont have good delivery methods
but have positve at tude, they have the skills for retaining and interactng with customers.
Quality Customer Service Company
Excellent in both dimensions. Moto: `` We care and we deliver
They know their products, services and customers. They have
the right at tude, excellent behavior paterns and both verbal
and non-verbal communicaton skills. This company delivers their
products and services accurately; they have an excellent delivery
system. They last longer in business.
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CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
epilogue
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Are you acquainted with the global research on why customers leave?
Behold the facts
1% - Die
3% - Move away
9% - Compettve reasons
19% - Product dissatsfacton
68% - Leave due to BAD services
Note: This is inconclusive.
Can you envisage that? The actual reason why people leave you or stay is not because of
the quality of your product, the inferiority or superiority of your product or the way they are
treated by you or your staf. All you need to do is just act indiferent.
A typical customer will get the cue, if he/she thinks for a moment that his/her investment
makes no diference, you have lost that investment and when you lose the investment of
one customer you are bound to lose 10 more. Now calculate the sum if you lose 2, 3, 4, 5
10
You can be friendly, talk well and have good manners but it is not enough to be a good
customer service personnel. While being all of this atributes is a good thing, its diferent
from customer service. Customer service is treatng your customers with a positve and
signifcant diference. Customer service is a learnable skill, it can be classroom trained and
perfected by practce.
A great customer service personnel is one who has the right mix of head and heart.
One who enjoys his/her work and has the right at tude towards life. Of all the qualites
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CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
ATTITUDE is the most important one.
At tude is the way we perceive things and situatons in our life.
At tude could be positve as well as negatve.
It is necessary to show a positve at tude while dealing with customers.
Positve at tude brings confdence and energy into a person.
Positve at tude help a person to handle stress and problems in a beter way.
In case you think theyll just stop doing business with your company, think again! They will
not only stop coming, research as shown that 4% of the customers actually dont complain
while 75% does the complaining but can stll do business with you if you act quickly. The
greater majority of them will not even complain about this service to the company. They will
move away and share the story with their friends.
HERE ARE FACTS!
68% of customers who stop patronizing a business do so because an indiferent
employee treated them poorly.
96% of dis-satsfed customers never complain about rude or discourteous service to
the company, but to friends, relatves and potental customers
91% will not buy from that business again.
100% will tell their horror stories to at least ten other people.
13% of those unhappy customers will tell their stories to at least 20 other people.
Think about it, have you ever been dissatsfed with a partcular service? Can you remember
how many people you told? Did you inform the company o cials? Does your answer follow
the patern above?
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Customer Service standards are extremely important. As optons begins to increase and
exist, the value of great customer services skills and culture within an organizaton will
begin to mater immensely. Today, optons are increasing, and people will gravitate towards
where they are treated with a positve and signifcant diference.
The way you express yourself will afect whether your message is received positvely or
negatvely
The cost of not developing these skills is costly! Much more expensive to developing the
skills.
CONSIDER THE FACTS BELOW TOO.
Treatng customers indiferently or poorly costs the average company 15% to 30% of
gross sales!
Replacing lost customers is expensive; it costs fve tmes as much to atract a new
customer as it does to sell to an existng one!
About 70% of a companys sales come from existng customers.
Because 20% of a typical companys customers account for about 80% of its sales, no
business can aford to alienate its best and most proftable customers and survive!
Dont just read this book, act and live what is in this book. I have been able to outline the
values that will escalaton your proft.
Customer service is increasingly becoming a choice skill, get enrolled as an individual or as a
company. I hope this proves useful for you.
The truth; if you can WOW and WIN the heart of your customer, you will win their money.
For bookings, trainings and enquiries; call:
Eno: +234 809 585 9253; Mmant: +234 812 807 9351
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CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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Dominion
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Eno Praise is the Chief Inspiraton O cer/Chief Visionary O cer at
Vantage N Power. VNP is a professional and dynamic Business Soluton
Company, established to ofer quality business support services to
individual client and organizatons with the vision to grow people and
global businesses.
He doubles as the Brand Strategist at Wilz Triumph Ltd, the producers
of The Outstanding Performers Magazine and Goodluck Support
Group (GSG) respectvely.
He is passionate about Leadership, Customer Service
Actvaton, Workforce Actvaton, Youth Development,
Patriotsm, Naton Building, Integrity, Business
Development, Business and Personal Ethics,
Personal and Organizatonal Branding, Youth in
Governance, Entrepreneurial Skills, Excellence
and much more.

His frst book, CUSTOMER SERVICE: Make The
Dierence, Make The Prot with foreword by
SteveHARRIS and a Note from Fela Durotoye is
highly sought afer by corporate oganizatons and individuals.
His training focus covers Performance Improvement courses
that enable sublime performance in individuals, groups and
organizatons.
Such as Coaching & Mentoring, Leadership Development,
Naton Building Values, Customer Service Actvaton,
Workforce Actvaton, Team Building, Business Development,
Time Management, Human Resource Excellence, Personal Development, Social Protocol &
Etquetes etc.
Eno has consulted for to coporate organizatons like Maze Couture (Bespoke) London,
Aferschool Peer Mentoring Project (Prep2Grad), RYPE Initatve, Rock Impact Foundaton,
Times Media Xtan Digital Network Inc, Ghana, Flourishing Music Productons, BroadSound
Industry, Lagos, Groundstuf Ventures, Lagos, TP Link, Wilz Triumph Ltd; Lead Inspire
Transform (LIT), CEOs Invasion, DigiArts Academy, Goodluck Support Group (GSG) just to
name a few and several faith based organizatons.
Eno Praise is a UK Certfed Customer Service Strategist, he has a Certcate In Entrepreneurial
Management (CEM) from Enterprise Development Centre (EDC) of the Pan-Africa University
now Pan - Atlantc University.
Eno has been in Human Resource and Personnel Management for 5 years. He is an Associate
Member of Customer Care Insttute, USA, the global body for Call Centre & Customer
Service Professionals.
He is currently enrolled for Life Strategies Coach Certcaton & Life Coach Certcaton.
(in-view),
An Inspiratonal/Public Speaker
Eno has spoken in many conferences across Nigeria.
He is happily married to Enobong and are proud parents of two children, Princess Rebekah
and Prince Bryan
CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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CUSTOMER SERVICE;MAKE THE DIFFERENCE, MAKE THE PROFIT!
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CUSTOMER SERVICE; Make The Diference, Make The Proft!
Copyright @ 2014 by Eno Praise