1. Dealing with Complaints

2. What Skills are Needed? Friendliness Helpfulness Effective use of body language Good product knowledge Listening skills Courtesy Effective complaint handling skills

3. Why are These Skills Needed? Customer facing situations require service skills When customer experiences go wrong staff need to deal with the outcomes Create loyalty, save a customer Customers regard justice as important to how their complaints are dealt with

4. Methods of Delivering Service Customer service can be delivered through three main methods: Written (letters, faxes, emails) Face-to-face Telephone

5. Customer’s Needs Security focus on warranties and guarantees and have a fear of taking risks. Social need to be appreciated and have a fear of being ignored. Results focus on results and have a fear of failing.

6. What Next? Go to the Activity to practice your own customer service skillsActivity