Customer service training with important things to consider
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This document provides guidance on key aspects of effective customer service. It defines who customers are and stresses that they should not be seen as interruptions but rather the reason for one's job. Good communication skills that meet customer expectations are important, such as making eye contact, using body language, asking questions and summarizing. Customer service representatives must have knowledge of their organization and understand different customer types and situations, including those with special needs or difficult behaviors. The document outlines best practices for communicating through telephone, written correspondence and in-person interactions to provide a positive customer experience and organizational image.
![1. Green
- Who is a customer?
- Explain the assertion that:
The Customer is always
right? [5 Marks]
Do Activity
Challenge (Spicy)
Extension:
List and explain 3 things
that make up an
organisations image.
(10 marks)
2. Amber
List 5 effective
communication skills a
customer services person
needs
[5] Marks](https://image.slidesharecdn.com/customer-service-presentation-240102092554-2476225f/85/Customer-service-training-with-important-things-to-consider-2-320.jpg)
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Customer service training with important things to consider
- 1. Unit 14: Investigating Customer Service Learning Outcome C C: Demonstrate customer service in different situations, using appropriate behaviours to meet expectations.
- 2. 1. Green - Who is a customer? - Explain the assertion that: The Customer is always right? [5 Marks] Do Activity Challenge (Spicy) Extension: List and explain 3 things that make up an organisations image. (10 marks) 2. Amber List 5 effective communication skills a customer services person needs [5] Marks
- 3. Who are Customers? Definition of a customer (Internal/external customers) Customers are people who need your assistance. They are not an interruption to your job, they are the reason you have a job..
- 4. What do Customers Want? Brainstorm what it is that a customer wants when they enter your organization. Discuss and share with the class
- 5. Communicating Effectively with Customers Definition: What describes GOOD service and BAD service? Good customer service is taking that extra step to help without being asked! Its all about attitude and skills. https://www.youtube.com/watch?v=ZDxIFQLOiV0 https://www.youtube.com/watch?v=qfGxAJBOzeo
- 6. A Positive Organisational Image First impressions count and will affect the interaction. People make judgements in the first 30 seconds. Golden Rule Customer is king.You only have one chance to make a first impression!
- 7. Planning Good Customer Service Recording procedures (when are your busy times) Reporting procedures (meeting organisational/ funding/ legislative requirements) Observe and report customer needs Be proactive in improving service Market your organisation Have processes and procedures for dealing with difficult situations BEFORE they happen and make sure staff are trained.
- 8. Service Standards How can you contribute to the development and maintenance of service standards in your volunteering organisation? Read and understand your organisations policies and procedures on customer service Be prompt and efficient Ensure services are delivered in accordance with legislative or statutory requirements Maintain accurate records Ensure any special needs of customers are taken into account
- 9. CUSTOMER SERVICE Rewards for Excellent Customer Service Increased customer loyalty Positive word-of-mouth promotion Happier customers More productive and happier employees Smoother working operations
- 10. Effective Communication Skills Eye contact & visible mouth Body language Some questions Encouragement silence to continue Summarizing Checking for understanding what has been said Smiling face Effective Communication skills
- 11. Attitude Checklist What attitudes assist in providing good service? Enjoy helping people Handle people well Care for your customers Give fair and equal treatment to all Be understanding of people with special needs http://www.youtube.com/watch?v=yJYg7Nz3aPU https://www.youtube.com/watch?v=3sllBkkcYN4
- 12. Skills for Customer Service Know about your organisation Learn the technical parts of the job Communicate well Be consistent Be organised Know your place in the team and be a team player
- 13. Greeting Customers The purpose is to create and maintain a welcoming environment - how can we achieve this? Be attentive, acknowledge a person as soon as they appear, even if youre busy SMILE! Establish eye contact Tell them your name Ask how you can help Give the customer your full attention Be polite and courteous
- 14. Find out how You can Help How can you find out what people want? If you cant help, what should you do? Offer alternatives if possible If they have to wait, how would you handle it?
- 15. Communication is a 2-way Process Communication skills involve: Listening to others (Receiving) message Asserting/ Expressing (Sending) sender receiver sender receiver Barriers
- 16. The Communication Equation Whatyou hear Tone of voice Vocalclarity Verbalexpressiveness 40%of the message Whatyou seeor feel Facialexpression Dressand grooming Posture/BodyLanguage Eye contact Touch Gesture 50%of themessage WORDS.. ONLY10%of themessage!
- 17. Barriers to Effective Communication Language Noise Time Distractions Other people Put downs Too many Lack of interest Questions Distance Disability Discomfort with the topic Barriers to effective communication
- 18. How to Listen to Customers Active listening = Attending skills (being ready) Attend to immediate needs (if you need to finish something before giving your full attention) Being available Eye contact Attentive posture Concentration
- 19. Using Your Voice Do you Become loud when angry or upset Speak faster when nervous Speak slowly when tired or bored Have a cheerful voice My tone of voice is warm and understanding Find it easy to talk to people you dont know Control your tone in most situations Sound bossy, weak or unsure Have a clear and easy-to-hear voice Speak in a very formal or very trendy manner? Think about how you might modify your voice in certain situations
- 20. Body Language for a Positive Result Brainstorm some examples of good body language Smile Introduce yourself (if appropriate) or wear a name badge Shake hands if appropriate Lean forward Be aware of cultural differences
- 21. Presentation and Manner Does your Organisation have a policy on presentation? Uniforms, badges, etc Personal hygiene Clothing appropriate to the situation Hair cleanliness and style Accessories jewellery, earrings, watches, tattoos, Expression facial expressions Tone of voice Body language Surroundings (Can they see a messy desk? Dead flowers in the vase? Eating your lunch?...)
- 22. Telephone Skills Know how to use the phones Speak clearly and slowly Smile (you can hear it in your voice!) State your name and organisation Write down the callers name and use it Dont say rude things while someones on hold If theyre explaining something use words to show youre listening (umm, yes ) Have pad and pencil ready to take notes or messages (check spelling and message content) Dont eat or drink while on the phone
- 23. Write clearly and concisely Refer to their letter, date and query Be friendly without being too informal (Dear Aunt writing style) Check your spelling and grammar Make sure youve answered their query or request or explained why you cant Be timely or apologise for any delay in replying Written Communication
- 24. A Positive First Impression Be confident Knowledge - know your organisation and the services you provide Confidentiality Follow up (dont just say youll do something, do it) Strengthen the customers commitment to your organisation
- 25. What to Avoid Saying I dont know without offering an option Saying you dont know where a colleague is or saying theyre at lunch/ toilet/ gone for coffee etc Leaving people on hold for a long time Ignoring people if youre busy Treating people unequally
- 26. Factors Affecting the Quality of Service Reliability Confidence Responsiveness Efficiency Consistency Organisation Acceptance of and adherence to policies and procedures
- 27. Customers with Special Needs People for whom English is not their first language People with disabilities People from other areas who may not be familiar with the way things are done here People with limited mobility Unaccompanied children
- 28. Dealing with Difficult Behaviour Label the behaviour, not the customer Listen Dont get defensive Dont take it personally Find out what the customer wants Discuss alternatives Take responsibility for what you CAN do Agree on action
- 29. The Talkative Customer Ask closed questions Limit the time available for them to interrupt (dont have long pauses) Provide minimal response Smile and be pleasant, but dont encourage them Wind up thank them for coming, walk them to the door but dont be rude or dismissive
- 30. The Angry Customer Listen carefully without interrupting so you understand the problem Empathize, Stay calm and remain polite Dont escalate the problem Dont take it personally, be defensive or blame others. Propose an action plan and follow it Seek support if you are scared, if you cant agree on a solution or if the customer asks to see whoevers in charge
- 31. The know it all Customer Acknowledge what they say Compliment them on their research Be generous with praise Dont put them in their place no matter how tempting Dont try to be smart you cant win! Ask them questions and use them to improve your knowledge
- 32. The Indecisive Customer Find out what they really want Ask them for the options Reflect back to them what theyve said Assume control gently and point out the best course of action from what theyve told you they need Be logical Confirm a plan of action with them Maybe even put it in writing
- 33. The Suspicious Customer Establish your credibility Ensure you know your product or service They will try and catch you out so dont guess or tell them something youre not sure of Be careful what you say Be polite Dont take it personally, they dont trust anyone!
- 34. Role Play In pairs, one person takes on the role of a customer and one is the customer service helpdesk. Use your own scenario if you have one Swap after 5 minutes
- 35. Class Task 2 Individual Task Unit 14 Investigating Customer Service Create an evaluative report that covers the following: A clear critique, highlighting your strengths and weaknesses, identifying gaps where improvements could be made. Note: Report Format 2 - 3 pages 35
- 36. Class Task 3 Individual Task Unit 14 Investigating Customer Service A development plan with realistic details of the work that needs to be done on improving your individual skill sets (based on the strengths and weaknesses highlighted above) to enhance your customer service and communication skills, including time scales and sources of information. 36