1. Warehousing and Storage Principles Session 13 – Effective Customer Service Day 7 / AM

2. Aims for this session By the end of the day you should be able to: Describe the benefits to a business of having satisfied customers. List common causes for customer complaints. State the qualities a customer expects from an individual. Explain the importance of communicating in an efficient and courteous manner.

3. Is customer service important in a warehouse?

4. 13:1 Internal and external customers What is an internal customer? What is an external customer? Complete the worksheet.

5. 13:2 Customers in warehousing Each of the roles in a team is equally important and communication between team members is vital. Think about a warehouse; decide who is involved with an order, from the beginning to the end. Don’t forget to highlight if the customer is external or internal.

6. 13:3 Customer satisfaction

7. How customer satisfaction benefits a company Customer Goodwill Customers will be happy with their products. They will have got what they wanted, there needs will have been met. Customer referrals Customers will tell other people about their positive experience with the company, leading to new customers. Repeat business Customers will come back and buy from you again or use your services again.

8. Employee’s responsibilities Do your job efficiently and to a high standard Communicate appropriately with colleagues, customers and visitors Have good product knowledge Enjoy your job

9. 13:4 Customer complaints Faulty or poor quality Items Late deliveries Items not in stock Waiting to speak to someone Poor or indifferent customer service

10. 13:5 Customer expectations Clean appearance Positive attitude Polite Willing Knowledge of products Welcoming Professional Reliable Honest Hardworking

11. Communicating with customers How do we communicate with customers? Verbally Non-verbally – body language, facial expressions Listening Written Electronically

12. First Impressions! How many errors can you see on this shop front?

13. Summary Common causes for customer complaints Benefits to a business of satisfied customers Qualities a customer expects from an individual Importance of appropriate communication

14. Warehousing and Storage Principles Session 13 – Effective Customer Service Day 7 / AM