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© Boardworks Ltd 2008 1 of 12 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations.

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Presentation on theme: "© Boardworks Ltd 2008 1 of 12 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations."— Presentation transcript:

1 © Boardworks Ltd 2008 1 of 12 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations © Boardworks Ltd 2008 1 of 12 2.2 Appropriate Presentation and Interpersonal Skills

2 © Boardworks Ltd 2008 2 of 12 Contents Teacher’s notes included in the Notes Page Flash activity (these activities are not editable) Extension activityWeb addresses Sound Printable activity Key skills For more detailed instructions, see the Getting Started presentation © Boardworks Ltd 2008 2 of 12

3 © Boardworks Ltd 2008 3 of 12 Customer service situations In this section, you will consider how to apply presentation and interpersonal skills in different customer service situations. Urgent and non-urgent situations Difficult and routine situations © Boardworks Ltd 2008 3 of 12 Situations skills

4 © Boardworks Ltd 2008 4 of 12 face-to-face in writingby phoneby e-mail Situations skills How might organizations deliver customer service? Organizations can deliver customer service in a number of ways, but the skills selected need to be suited to the situation. Under what circumstances would each of these methods be most appropriate?

5 © Boardworks Ltd 2008 5 of 12 Situations skills

6 © Boardworks Ltd 2008 6 of 12 Response time The way a customer service situation is dealt with may also vary according to the time available to react. Some organizations specify response times for customer requests and communications from different sources. For example: If you ring us within the working day, we will answer the phone within three rings. If you e-mail us, we will acknowledge that e-mail within one working day and respond within three. If you write to us, we will respond within five working days. What benefits does this practice have for organizations and their customers?

7 © Boardworks Ltd 2008 7 of 12 Urgent and non-urgent situations

8 © Boardworks Ltd 2008 8 of 12 Routine and difficult tasks In order to deal with customer service situations efficiently, organizations will often classify tasks as being either routine or difficult. Routine tasks are those that are dealt with on a regular basis and involve similar responses. Difficult tasks do not just involve difficult customers, but describe situations that are new and require some assistance in dealing with.

9 © Boardworks Ltd 2008 9 of 12 Difficult situations In customer service, difficult situations can often seem overwhelming, but must be dealt with calmly. understand the organization’s procedures for dealing with such situations and act accordingly When faced with a difficult situation, it is important to: identify the most appropriate person to ask for help and do so obtain the necessary documents for recording details of the situation record details of the problem in full to pass on to the appropriate people. Have you ever been in a difficult situation at work or school? What did you do to resolve it?

10 © Boardworks Ltd 2008 10 of 12 Assignment: Customer service situations © Boardworks Ltd 2008 10 of 12

11 © Boardworks Ltd 2008 11 of 12 Build the business!

12 © Boardworks Ltd 2008 12 of 12 Glossary


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