1. The Service Challenge – xxxxx Team

2. Session Aims and Objectives
Review principles of good customer service
Understand the importance of service chains
Work through a customer journey and identify improvements in your service
Individually
In teams
Identify areas for skills improvement
Formulate an action plan 2

3. Good Customer Service?
Think of your favourite place or a recent time you experienced good customer service
What made it good
What did the person who dealt with you DO? To make you feel valued as a customer
Think of the last time you had a Bad experience
What made it bad
What did the person who dealt with you DO? How did you feel

4. Customer Needs and Expectations
When you’re the customer you want
Attention – make customers feel they come first
EVERYONE to be helpful - Whatever your job, customer service is always your job.
Solutions not problems. It’s easy to say no. Try to say yes.
When something goes wrong, you want a solution more than ever. Show angry customers you understand, work out a solution together.
You really notice when someone tries – do a bit more than the customer expects.

5. Components of Customer Service
ATTITUDE
Courteous, Helpful, Positive, Caring, Enthusiastic
SKILLS BEHAVIOUR
KNOWLEDGE
Acknowledging,
Opening conversations, Smiling, Building rapport,
Questioning, Listening,
Clarifying, Summarising
People
Products
Procedures

6. Customer Service – Why bother?
No customers, no job!
Our business is a service
As an individual:
You want to be someone people think of positively
Feel good about the job you do
As a team:
Meet expectations of internal and external customers
Be seen as an effective, efficient team or department

7. The Service Chains
Everybody is part of the service chain - serves customers either directly (dealing with the end customer)
Or indirectly – deals with another part of the organisation
To deliver a good service every link in the chain must be strong (including you!)
Strong links come from two-way communication
The link immediately after you is your direct customer
The link immediately before is your provider
Improving the service you get from your providers is the first step to improve the service you give to your customers

9. Constructing the Map Points where the experience will be evaluated
What are the main elements of the process?
Points where the experience will be evaluated
Which customer?
Identify the Journey Type and Customer Segment
Identify the Key Journey Steps
Be your Customer
Plot the High and Low Experiences
Moments of Truth?
What scenario?
Think about their
Actions
Responses
Language
Feelings
Emotions

10. Mapping the Customer Journey
The Service Challenge
Mapping the Customer Journey
Receive letter – looking forward to it
Easy to change date by
Judge was ‘professional’
Slow selection process
Judge thanks jury – much appreciated
Locked in
No preparation for delivering verdict
Finishing was a relief
Victims family start to cry – ‘lowest point’
Not sent information about sentencing
Only small amount of evidence useful
Trial was impersonal
Late start most days
Expenses ‘a hassle’

11. Skills Based Competencies
The individual is able to:
Greet customers in a friendly and positive manner
Use the client contact system to assess client needs
Meet our service standards on response time
Use the database to generate the information required by the customer
Answer customers’ questions in a confident manner
Handle difficult customers in an assertive manner
Prioritise their time in line with the team service standards in place
Proactively solve problems likely to affect customer service
Build relationships and liaise with other departments to ensure that the client’s needs are met.

12. Developing a positive and proactive approach
How to:
Create a positive image
Own the problem - SAS Follow-through
Reputation opportunities
Finally, ask yourself – am I treating this person the way I would want to be treated myself

13. Creating a positive image
1313
Creating a positive image
Helping customers see the strengths of your service.
Ensuring that you have done everything possible to give a positive impression of your organisation.
Developing a relationship with customers that makes them feel valued and respected as individuals.

14. Tips for improving our image
The power of the first few minutes.
To make a determined effort to be personable and friendly at all times.
Not to keep people waiting.
To smile.
To communicate clearly.
To take trouble to satisfy the customer, even if it means going the extra mile.

15. Communicating
Face to Face
Positive body language
Listening
Verbal

16. Customer Service Action Planning
List a number of objectives relating to customer service:
Targets