Customer Service Training Adapted from Alison Online Course

Sam Walton, Founder Walmart “ There is only one boss, and whether a person shines shoes for a living or heads the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fails. In fact the customer can fire everybody in the company from the Pharmacist to the Pharmacy Staff and he can do it by simply spending his money somewhere else.

3 Key Elements 1.Expand your definition of service. 2.Who are your customers? 3.Develop a customer friendly approach.

Expand your definition of service. “ Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased. Not just content but happy. A happy customer will continue to be a buying customer and a returning customer.

Who are your Customers? A client want to pay a fair price for quality service or products and feel satisfied. They also want someone to take care of them, understand their needs and walk them through a process. It starts with listening to the client and find out through polite questioning what they need. It means getting to know your clients, their likes/dislikes, background etc

Develop a customer friendly approach What does ‘customer friendly’ means? It means viewing the customer as the most important part of your job. “ The customer is always right”

What Customer Service Means Courteous Timely Friendly Flexible Interested Group Work (Split into 2 groups) Describe a place you like/hate going & why.

Professional Qualities in Customer Service 1.Friendliness 2.Empathy 3.Fairness 4.Control 5.Information Customer Service = Accountability + Delivery.

Making a good first impression PositiveNegative NeatnessUntidy appearance Genuine SmileMaking faces, frowning, acting distant Pleasant voice toneSpeaking loudly or condescendingly Offering immediate assistanceFocusing on another task while addressing the customer Using a customer’s nameMaking the customer wait FriendlinessNot saying “Please” and/or “ Thank you”

Customers will spend up to 10% more for the same product with better service. When customers receive good service they tell people on average. When they receive bad service they tell at least 20 people.

Dealing with the unsatisfied customer Listen Apologise Do not argue and do not interupt Do not loose your self control Point out facts. Admit the problem. Involve the customer in problem solving Follow up, fulfill promises.

Customer service traits Be on time, open on time, deliver on time. Follow through and deliver your promises. Go the extra mile for customers. Offer your customer options Express empathy to upset customers Treat colleagues as if they are customers. Gives customers your name and contact details

Benefits of good customer service Higher income Recognition Personal satisfaction & fulfillment. Less stress Higher self awareness & self control Happier life at work Happier life outside work.