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    Customer Service

    Uploaded by

    Sam Sam
    The document provides guidance on effective customer service. It discusses communicating well with customers, developing positive attitudes, and maintaining high service standards. Some key points covered include greeting customers with a smile, actively listening, addressing customers' needs, handling difficult situations calmly, and ensuring a positive organizational image. The overall message is that customer service requires skills like communication, problem solving, and representing the organization well.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Customer Service

    Uploaded by

    Sam Sam
    69 views58 pages
    The document provides guidance on effective customer service. It discusses communicating well with customers, developing positive attitudes, and maintaining high service standards. Some key points covered include greeting customers with a smile, actively listening, addressing customers' needs, handling difficult situations calmly, and ensuring a positive organizational image. The overall message is that customer service requires skills like communication, problem solving, and representing the organization well.

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    © © All Rights Reserved

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    The document provides guidance on effective customer service. It discusses communicating well with customers, developing positive attitudes, and maintaining high service standards. Some key points covered include greeting customers with a smile, actively listening, addressing customers' needs, handling difficult situations calmly, and ensuring a positive organizational image. The overall message is that customer service requires skills like communication, problem solving, and representing the organization well.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    69 views58 pages

    Customer Service

    Uploaded by

    Sam Sam
    The document provides guidance on effective customer service. It discusses communicating well with customers, developing positive attitudes, and maintaining high service standards. Some key points covered include greeting customers with a smile, actively listening, addressing customers' needs, handling difficult situations calmly, and ensuring a positive organizational image. The overall message is that customer service requires skills like communication, problem solving, and representing the organization well.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 58

    Customer

    Service
    Objectives
    • Today we will learn how to ƒ
    • Communicate effectively with customers ƒ
    • Create a positive impression ƒ
    • Develop and maintain customer service
    standards ƒ
    • Plan good customer service
    Who are Customers?
    • Definition of a customer Internal/external
    customers
    • Customers are people who need your
    assistance.
    • They are not an interruption to your job,
    they are the reason you have a job..
    • There are external and internal customers:
    People who phone, People who walk-in,
    People who write People from within your
    organisation, People from other organisations,
    Media, Students
    Communicating Effectively with
    Customers

    • Definition: What describes GOOD service


    and BAD service?

    • Good customer service is taking that extra


    step to help without being asked! It’s all
    about attitude and skills.
    Attitude Checklist
    • What attitudes assist in providing good
    service?
    • Enjoy helping people
    • Handle people well
    • Care for your customers
    • Give fair and equal treatment to all
    • Be understanding of people with special
    needs
    Skills for Customer
    Service
    • Know about your organisation
    • Learn the technical parts of the job
    • Communicate well
    • Be consistent
    • Be organised
    • Know your place in the team and be a
    team player
    What do Customers Want

    • Brainstorm what it is that a customer wants


    when they enter your organisations
    Greeting Customers

    • The purpose is to create and maintain a


    welcoming environment - how can we achieve
    this?
    • Be attentive, acknowledge a person as soon as
    they appear, even if you’re busy
    • SMILE!
    • Establish eye contact
    • Tell them your name
    • Ask how you can help
    • Give the customer your full attention
    • Be polite and courteous……
    Establishing Rapport
    • What does good rapport feel like?
    • Practice greeting someone ¾
    • Make the customer feel comfortable ¾
    • Make the customer feel important and valued
    ¾
    • Use empathy
    Find out how You can Help

    • How can you find out what people want?


    • If you can’t help, what should you do?
    • Offer alternatives if possible
    • If they have to wait, how would you handle
    it?
    Communication is a 2-way
    Process Communication
    skills involve:
    • Listening to others (Receiving) message
    • Asserting/ Expressing (Sending) sender
    receiver sender receive
    The Communication
    Equation
    • What you hear

    • Tone of voice
    • Vocal clarity
    • Verbal expressiveness
    • =
    • 40% of the message
    • What you see or feel

    • Facial expression
    • Dress and grooming
    • Posture/ Body Language
    • Eye contact
    • Touch
    • Gesture

    50% of the message


    • WORDS…….. ONLY 10% of the message!
    Effective Communication Skills
    Eye contact & visible mouth Body Language

    Silence
    Some questions Effective
    Communication
    Skills Checking for
    understanding

    Encouragement
    Smiling Face
    silence Summarising
    to continue what
    has been said
    Barriers to Effective
    Noise
    Communication
    Distractions
    Language

    Time Put downs

    Barriers to Lack of interest


    Other Effective Questions
    people Communication
    Too many
    Questions
    Disability

    Distance
    Discomfort with the topic
    How to Listen to Customers
    • Active listening = Attending skills (being ready)
    • Attend to immediate needs (if you need to finish
    something before giving your full attention)
    • Being available
    • Eye contact
    • Attentive posture
    • Concentration
    Following Skills
    • This opens the door to further communication
    • Invitations
    • Questions
    • Encouragement
    • Empathetic Silence
    Questioning Skills

    • Open Questions
    • Closed Questions
    • Paraphrasing
    • Check for Understanding
    Reflective Skills
    • Keeps the door open for further communication

    • Paraphrasing
    • Reflecting Facts
    • Reflecting Feelings
    • Reflecting Silence
    • Summarising
    • Choosing your Words
    • Useful Phrases
    Using Your Voice

    • Do you ?

    • Become loud when angry or upset


    • Speak faster when nervous
    • Speak slowly when tired or bored
    • Have a cheerful voice
    • My tone of voice is warm and
    understanding
    • Find it easy to talk to people you don’t
    know
    • Control your tone in most situations
    • Sound bossy, weak or unsure

    • Have a clear and easy-to-hear voice

    • Speak in a very formal or very trendy


    manner? Think about how you might
    modify your voice in certain situations
    • EXERCISE ACTIVITY

    • Think about how you might modify your voice in certain situations

    • Let people read through the list and think about how they use their
    voice in different situations. Go around the room and make sure
    each person gets a chance to have a go. Ask a participant to say
    “Jonathon your tea is getting cold”; “Kim I need your help.”
    “Maxine there are three items missing from this set”. Each person
    must say it in a different way to the person before.
    Body Language for a Positive Result
    • Brainstorm some examples of good body
    language
    • Smile Introduce yourself (if appropriate) or
    wear a name badge
    • Shake hands if appropriate
    • Lean forward
    • Be aware of cultural differences
    Telephone Skills

    • Know how to use the phones


    • Speak clearly and slowly
    • Smile (you can hear it in your voice!)
    • State your name and organisation
    • Write down the caller’s name and use it
    • Don’t say rude things while someone’s on hold
    • If they’re explaining something use words to
    show you’re listening (umm, yes …)
    • Have pad and pencil ready to take notes or
    messages (check spelling and message content)
    • Don’t eat or drink while on the phone
    Written Communication

    • Write clearly and concisely


    • Refer to their letter, date and query
    • Be friendly without being too informal
    (Dear Aunt writing style)
    • Check your spelling and grammar

    • Make sure you’ve answered their query or


    request or explained why you can’t

    • Be timely or apologise for any delay in


    replying
    Guaranteeing Return Business

    • Leave a positive impression, smile


    • Check customers have everything they need
    • If you’ve said you’ll follow-up, do so
    • Tell them something that may be useful to them
    later (eg new service starting soon)
    • Invite them back
    • Say goodbye
    A Positive Organisational Image
    • First impressions count and will affect the
    interaction. People make judgements in the first
    30 seconds.

    • Golden Rule – You only have one chance to


    make a first impression!
    Presentation and Manner

    • Does your Organisation have a policy on


    presentation?

    • Uniforms, badges, etc


    • Personal hygiene
    • Clothing – appropriate to the situation
    • Hair – cleanliness and style
    • Accessories – jewellery, earrings, watches,
    tattoos,
    • Expression – facial expressions
    • Tone of voice
    • Body language
    • Surroundings (Can they see a messy desk? Dead
    flowers in the vase? Eating your lunch?...)
    A Positive First Impression

    • Be confident
    • Knowledge - know your organisation and the
    services you provide
    • Confidentiality
    • Follow up (don’t just say you’ll do something,
    do it)
    • Strengthen the customer’s commitment to your
    organisation
    What to Avoid

    • Saying ‘I don’t know’ without offering an option


    • Saying you don’t know where a colleague is or
    saying they’re at lunch/ toilet/ gone for coffee etc
    • Leaving people on hold for a long time
    • Ignoring people if you’re busy
    • Treating people unequally
    Service Standards

    • How can you contribute to the development and


    maintenance of service standards in your
    volunteering organisation?

    • Read and understand your organisation’s policies


    and procedures on customer service
    • Be prompt and efficient
    • Ensure services are delivered in accordance with
    legislative or statutory requirements
    • Maintain accurate records
    • Ensure any special needs of customers are taken
    into account
    Factors Affecting the Quality of Service

    • Reliability
    • Confidence
    • Responsiveness
    • Efficiency
    • Consistency
    • Organisation
    • Acceptance of and adherence to policies and
    procedures
    Customers with Special
    Needs
    • People for whom English is not their first
    language
    • People with disabilities
    • People from other areas who may not be familiar
    with the way things are done here
    • People with limited mobility
    • Unaccompanied children
    Planning Good Customer Service
    • Recording procedures (when are your busy
    times)
    • Reporting procedures (meeting organisational/
    funding/ legislative requirements)
    • Observe and report customer needs
    • Be proactive in improving service
    • Market your organisation
    • Have processes and procedures for dealing with
    difficult situations BEFORE they happen and
    make sure staff are trained.
    Dealing with Difficult Behaviour

    • • Label the behaviour, not the customer


    • Listen
    • Don’t get defensive
    • Don’t take it personally
    • Find out what the customer wants
    • Discuss alternatives
    • Take responsibility for what you CAN do
    • Agree on action
    The Talkative Customer
    • • Ask closed questions
    • Limit the time available for them to interrupt
    (don’t have long pauses)
    • Provide minimal response
    • Smile and be pleasant, but don’t encourage them
    • Wind up – thank them for coming, walk them to
    the door but don’t be rude or dismissive
    The Angry Customer

    • Listen carefully without interrupting so you


    understand the problem
    • Empathise in a broad way
    • Stay calm and remain polite
    • Don’t escalate the problem
    • Don’t take it personally, be defensive or blame
    others
    • Propose an action plan and follow it
    • Seek support if you are scared, if you can’t agree
    on a solution or if the customer asks to see
    “whoever’s in charge
    The ‘know it all’Customer

    • Acknowledge what they say


    • Compliment them on their research
    • Be generous with praise
    • Don’t put them in their place no matter how
    tempting
    • Don’t try to be smart – you can’t win!
    • Ask them questions and use them to improve
    your knowledge
    The Indecisive Customer

    • Find out what they really want


    • Ask them for the options
    • Reflect back to them what they’ve said
    • Assume control gently and point out the best
    course of action from what they’ve told you they
    need
    • Be logical
    • Confirm a plan of action with them
    • Maybe even put it in writing
    The Suspicious Customer

    • Establish your credibility


    • Ensure you know your product or service
    • They will try and catch you out so don’t guess or
    tell them something you’re not sure of
    • Be careful what you say
    • Be polite
    • Don’t take it personally, they don’t trust anyone!
    Role Play

    • In pairs, one person takes on the role of a


    customer and one is the volunteer

    • Use your own scenario if you have one • Swap


    after 5 minutes
    SOURCE:
    • /customer-service-presentation-notes.pdf

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