1. What is good customer service

2. Welcome
This learning resource has been designed for you to complete at a time and place to suit your own need.
You can use this as a PowerPoint presentation or have a printed copy.
Work through the activities at your own pace and prepare to discuss your answers with your Assessor.

3. What will you learn?
What is customer service? You will learn about what customer service is and gain an understanding of your customers expectations.
It’s all about YOU! You will understand how customer service affects you, and the skills you will need to be effective in your workplace.
Types of Customer Service. You will learn how to define different types of customer service and the variety of customer needs. You will look at your own business and consider your customer needs and expectations.
Keeping your customers. You will understand how you need to interact with your customers to keep them coming back.
The 10 Rules of Customer Service. You will be introduced to the 10 rules of customer service and provide suggestions on what you will do differently when dealing with your own customers.

4. How to define “Customer Satisfaction”
Customer Satisfaction is the feeling that a customer gets when he or she is happy with the customer service that has been provided.

5. What is Customer Service?

6. What is Good Customer Service?
Good customer service means:
Providing a quality product or service
Satisfying the needs/wants of a customer
Resulting in a repeat customer
Good customer service results in:
Continued success
Increased profits
Higher job satisfaction
Improved company or organisation morale
Better teamwork

7. Good Customer Service What does the customer desire? Friendliness
Empathy
Fairness
Participation
Alternatives
Respect

8. Task 1 – Over to you!
Looking at the list of customer desires below, prepare to provide examples to your Assessor of how you have provided this support to your customers.
Friendliness
Empathy
Fairness
Participation
Alternatives
Respect
May I help you?
I totally
understand
Sorry about the mistake,
let us refund the postage.
Have you
thought of
trying another
model?
Shall I read that for you, the
Lights not very good in here.

9. It’s all about YOU!

10. Customer Service is all about YOU ......!
It’s all about YOU!
Your skills
Your communication
Customer Service is all about YOU !
Your attitude
Your team working
Your knowledge

11. Task 2 - Why me?
Take a moment and think about the purpose of your job – why does it exist?
The fact is, everyone’s job exists for one primary purpose to either make or do things for other people (customers).
Prepare a statement explaining what customer service means to you in your job role.
Prepare to discuss this with your Assessor.

12. It starts and ends with you!
Ask don’t tell
By doing this you not only demonstrate that the right person (the customer) is in charge, you also extend a common courtesy that lets them know they are valued and appreciated.
Use phrases like “Do you mind waiting while I find out for you” instead of “Wait here and I’ll find out for you”
Never end an interaction with a negative – your inability to act (I can’t)
Next time you find yourself needing to tell a customer “I can’t do that” add on this service phrase, “but here is what I can do”
Treat your customer how you would like to be treated
Listen, care and act

13. It starts and ends with you!
Watch your body language
To interact with customers effectively you need to not only use the right words, but your body language needs to show that you really mean what you are saying
Do something extra
After you meet a customer’s needs – look for one more thing, something EXTRA to do for them or give to them - under promise and OVER DELIVER
Develop an “attitude of gratitude”
Be responsive to customers requests make them feel special, grateful that they have chosen your organisation
Support colleagues, they are your customers too
Attitude is infectious

14. Who are your customers?
Take a moment and think about how you interact with customers and answer the following:
On a piece of paper write two headings INTERNAL and EXTERNAL. Under each heading list the customers you deal with on a daily basis.
What service do you deliver to the customers you have listed?
Name three skills you need to use when dealing with these customers?
Prepare to discuss this with your Assessor.

15. Types of Customer Service

16. Types of Customer Service
CUSTOMER SERVICE IN A RESTAURANT
Customer service before sale
Welcoming the customer into the restaurant
Customer service during the sale
Serving the food in a friendly and efficient manner
Customer service after sale
Asking the customer if everything was satisfactory
CUSTOMER SERVICE IN A CAR DEALERSHIP
Providing information and a test drive
Handling the finance for the customer’s purchase of a new car
Dealing with after sales servicing in a friendly and efficient manner

17. Types of Customer Service
CUSTOMER SERVICE IN A HOTEL
Customer service before sale
Confirming the availability of rooms for specific dates
Customer service during the sale
Responding to a customer’s request to change to a quieter room
Customer service after sale
Returning customers’ belongings that were left in the room in error
THINK ABOUT CUSTOMER SERVICE IN YOUR ORGANISATION

18. “There are no traffic jams along the extra mile.”

19. Keeping Your Customers
Avoid making the customer feel WRONG
Never ever tell your customers they were stupid/wrong to call/ for assistance.
That's the best way to LOOSE that customer – and possibly many more!

20. Keeping Your Customers
Be Patient
A customer who’s having to deal with getting an issue or problem fixed is not going be on their best behaviour.
Understand this beforehand and you’re ahead of the game.
Know that it’s not personal – it’s stress and anxiety. This is not really the normal person it’s the reactionary part of the psyche.

21. Keeping Your Customers
Empathise
Empathising means you’d like to help – you understand their position/opinion.
It does not mean you have to agree with it, listen to the customers explanation.
Allow the customer to have their say !

22. Keeping Your Customers
Take time to Listen – really listen!
It takes time to win a customer, but it only takes a second to loose one
Look interested while you listen, remember your body language!
Understand your company’s policies and procedures when managing complaints

23. Keeping Your Customers
80% of business leaders believe their companies are doing a good job in the way they treat customers. Only 8% of customers agree.

24. Keeping Your Customers
Its OKAY to say “I don’t know”. As long as ...
You follow up with “but I will find out for you!”
This positive response will have shown them respect and they will respect you and your business!
A bad customer service is often a result of not understanding what the customer really needs.

25. Keeping Your Customers
Make customer service a standard practice
Cultivate a business culture where customer service is key.
Make customer service real
Greet every customer as they enter your premises.
Let customers know you're available for help, if needed with tips and advice.
Provide services that are beyond the customer's expectations.

26. Keeping Your Customers
Enlarge your idea of service
Anyone who interacts with customers MUST be trained in customer service.
Role distinctions are meaningless to customers - If any employee is untrained, customers may make harsh and often immediate evaluations.
Internal customers are just as important as external ones.
Your business type does not matter – anyone who needs or uses what you provide is a customer.

27. Keeping Your Customers
Don’t get too comfortable
Business is cynical. Do something well and soon your competitors do it just as well – or better!
Excellent Customer Service gives you an edge.
Continuous professional development increasing your knowledge and understanding of the business and sector you work in will give you and your business the head starter it needs.

28. How well are YOU doing? Take a few minutes to consider:
How do you greet customers into your business?
When did you last have a questions from a customer you couldn’t answer, what action did you take?
How often do you review the products and processes in your business?
How do you record customer queries?
Your Assessor will discuss these questions with you.

29. 10 Rules for Great Customer Service

30. 10 Rules for Great Customer Service
Commit to quality service:
Create a positive experience for the customer
Go above and beyond customer expectations
Know your products:
Helps win a customer’s trust and confidence
Know your customers:
Tailor your service approach to their needs and buying habits
Get to the root of customer dissatisfaction by talking to people and understanding complaints
Treat people with courtesy and respect:
Every contact with a customer leaves an impression
Use phrases like “sorry to keep you waiting,” “thanks for your order,” “you’re welcome,” and “it’s been a pleasure helping you.”
Never argue with a customer:
Be solution focused rather than problem focussed
Research shows that 7out of 10 customers will do business with you again if you resolve a complaint in their favour.

31. 10 Rules for Great Customer Service
Don’t leave customers hanging:
All communications with customer complaints need to be handed as a matter of urgency
Research shows that 95% of dissatisfied customers will do business with a company again if their complaint is resolved on the spot
Always provide what you promise:
Failure to do this is guaranteed to lose credibility with your customer
If you can’t commit to what you promised, apologise and offer some type of compensation, such as a discount or free delivery
Assume that customers are telling the truth:
The majority of customers don’t like to complain; they’ll go out of their way to avoid it.
Focus on making customers, not making sales:
Focus on the quality rather than the volume of sale
Research shows that it costs six times more to attract a new customer than it does to keep an existing one.
Make it easy for your customers to buy products or services:
Make the process simple and user-friendly

32. What will YOU do differently?
Think about the ten rules of customer service and provide three examples of how you will deal more effectively with the following customers:
An angry customer wanting to return a defective product
A customer whose order was delivered damaged
A customer who needs information about the features and benefits of a new product in your range
Your Assessor will discuss these questions with you.

33. Working in a team

34. Working in a team Company Knowledge:
In order to interact with your company’s customers, your customer service team needs to know your company.
The lack of knowledge cannot be entirely blamed on the specialist.
It’s your responsibility to establish a thorough, knowledgeable and meaningful understanding of your organisation’s services and products.

35. Working in a team Personal Skills: Excellent phone etiquette
Interpersonal communication skills
Customer relationship skills
Firm grasp on any telephone systems or call centre technology that may apply within your organisation
Understand how to work as part of a team

36. Working in a team Quality and Achievement:
You must always take pride in your work and aim to achieve the highest standards of communication with your customers and team members.
Not only does this fuel job satisfaction, it personifies your company as a caring one.
Aim to be a responsible member of the team and consider the outcomes of your actions aiming to achieve excellence at all times.

37. Working in a team Attendance:
Look after yourself, eat well, exercise and avoid illness where possible.
Frequent absences drags down productivity and team morale.
Maintaining a good standard of attendance is key to supporting your team.
Don’t place undue pressure on other team members who may have to pick up your workload.

38. Working in a team Compliance:
You must be aware of your organisations policies and procedures in relation to customer service
It’s your responsibility to learn them and understand who how everyone fits into the processes within your policies
Failure to follow these instructions could affect the effectiveness of your whole team.

39. Final Activity How effective is your team?
Think about a task or project you have recently worked on with a team.
What was the task/project?
What were your timescales?
What were your personal objectives, explain how you achieved them?
How did the team perform?
What went well?
What would you do differently?
What were the advantages of working as a team?
Your Assessor will discuss these questions with you.

40. Let’s Recap?
What is customer service? You now understand how your customers expectations affect customer service within an organisation.
It’s all about YOU! You now understand how customer service affects you, and the skills you will need to be effective in your workplace.
Types of Customer Service. You can now define the different types of customer service and the variety of customer needs and considered this within your own organisation.
Keeping your customers. You have explored how to interact with your customers to keep them coming back.
The 10 Rules of Customer Service. You have been introduced to the 10 rules of customer service and provided suggestions on what you could do differently when dealing with your own customers.