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Customer service-power presentation
- 2. OBJECTIVES Today we will learn how to Communicate effectively with customers Create a positive impression Develop and maintain customer service standards Plan good customer service
- 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. 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.
- 5. ATTITUDE CHECKLIST What attitudes assist in providing good service? Enjoy helping customers. Handle customers well Care for your customers Give fair and equal treatment to all Be understanding of customers with special needs
- 6. SKILLS FOR CUSTOMER SERVICE Know about your organisation and products Communicate well Be consistent Be organised Know your place in the team and be a team player
- 7. WHAT DO CUSTOMERS WANT? Brainstorm what it is that a customer wants when they enter your Store.
- 8. GREETING CUSTOMERS The purpose is to create and maintain a welcoming environment - how can we achieve this? Be attentive, acknowledge a customer as soon as they enter inside the store ,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
- 9. ESTABLISHING RAPPORT What does good rapport feel like? Practice greeting someone Make the customer feel comfortable Make the customer feel important and valued Use empathy
- 10. FIND OUT HOW YOU CAN HELP How can you find out what customer want? If you cant help, what should you do? Offer alternatives if possible If they have to wait, how would you handle it?
- 11. EFFECTIVE COMMUNICATION SKILLS Eye contact & visible mouth Body language Some questions Encouragement silence to continue Summarising Checking for understanding what has been said Smiling face Effective Communication skills
- 12. 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
- 13. FOLLOWING SKILLS This opens the door to further communication Invitations Questions Encouragement Empathetic Silence
- 14. QUESTIONING SKILLS Open Questions Closed Questions Paraphrasing Check for Understanding
- 15. 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
- 16. BODY LANGUAGE FOR A POSITIVE RESULT Brainstorm some examples of good body language Smile Introduce yourself (if appropriate) or wear a name badge Lean forward
- 17. Telephone Skills Know how to use the phones Speak clearly and slowly Smile (you can hear it in your voice!) Tell your name and store 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
- 18. GUARANTEEING RETURN BUSINESS Leave a positive impression, smile Check customers have everything they need If youve said youll follow-up, do so Invite them back Say goodbye
- 19. A POSITIVE ORGANISATIONAL IMAGE First impressions count and will affect the interaction. People make judgements in the first 30 seconds. Golden Rule You only have one chance to make a first impression!
- 20. ORGANISATIONAL ASSESSMENT - ACTIVITY Take a look at your organisation through the eyes of a customer. What are the first things you notice? What has the organisation done to make you feel welcome? Does anything make you feel uncomfortable? How could you feel more at ease? Form small groups and discuss different methods used to help people feel welcome. One person from each group to present back.
- 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. A POSITIVE FIRST IMPRESSION Be confident Knowledge - know your products and the services you provide Confidentiality Follow up (dont just say youll do something, do it) Strengthen the customers commitment to your organisation
- 23. 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 customer on hold for a long time Ignoring customer if youre busy Treating customers unequally
- 24. FACTORS AFFECTING THE QUALITY OF SERVICE Reliability Confidence Responsiveness Efficiency Consistency Organisation Acceptance of and adherence to policies and procedures
- 25. PLANNING GOOD CUSTOMER SERVICE Recording procedures (when are your busy times) Observe and report customer needs Be proactive in improving service Have processes and procedures for dealing with difficult situations BEFORE they happen and make sure staff are trained.
- 26. 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
- 27. 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
- 28. THE ANGRY CUSTOMER Listen carefully without interrupting so you understand the problem Empathise in a broad way 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
- 29. THE KNOW IT ALL CUSTOMER Acknowledge what they say 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
- 30. 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
- 31. 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!
- 32. ROLE PLAY In pairs, one person takes on the role of a customer and one is the sale representative. Use your own scenario if you have one Swap after 5 minutes
- 33. WORKSHOP OBJECTIVES Our Objectives were to learn how to Communicate effectively with customers Create a positive impression Develop and maintain customer service standards Plan good customer service
Editor's Notes
- #4: Explain that there are external and internal customers: People who phone, People who walk-in, People who write People from within your organisation, People from other organisations, Media, Students
- #5: 10 minutes- With the person next to you, talk about when youve had good service and when youve had bad service. Make a list of aspects of each.
- #6: Mention well talk about special needs later.
- #7: Emphasize the importance of training, duty statements, orientation, policy and procedures manuals
- #8: From the activity good/bad service, identify the kinds of things customers want.
- #9: Make notes on GOOD GREETING BEHAVIOUR
- #10: Role play
- #15: Activity to practise questioning based on Simple questions sheet and Paraphrasing sheet. Notes to be written in workbook by participants.
- #16: Let people read through the list and think about how they use their voice in different situations. Go around the room and make sure each person gets a chance to have a go. Ask a participant to say Jonathon your tea is getting cold; Kim I need your help. Maxine there are three items missing from this set. Each person must say it in a different way to the person before.
- #17: Ask group for examples of cultural differences.
- #19: What makes you go back to a place?
- #21: Allow around 10 minutes for group discussion and 5 minutes to report back
- #24: How else can you say I dont know? Ill find out for you, Ill need to check on that and get back to you, Ill have to look that up, when is a good time for me to call you back?
- #33: If people dont have a scenario they have experienced assign them one. Make up something that is relevant to their volunteer work. Example 1. You have bought a toaster and its broken after only one week and youre very angry about products not being made to last anymore. You want the salesperson to do something immediately. She is offering you a replacement and you want a refund. Example 2. An older person has come in to see a colleague who is out. He is upset because his family hasnt visited for weeks and wants to tell you all about it. You have other people waiting and the phone is ringing. Example 3. You have been visiting an older person in his home and his daughter has turned up and accused you of stealing the silver teaspoons.
- #35: TIME: 5 minutes (TOTAL ELAPSED TIME 2HR 50 MINS) ACTIVITY: Evaluation Sheet HANDOUT: N/A Contacts for the future include organisations that have engaged well with young people. Networking can begin. Look to orgs like the Red Cross, or local councils. On a more formal level enrol in more training