Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds

Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds

Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds

Level 1 Introductory Certificate in Customer Service

7014-14

Level 1 Introductory Certificate in Customer Service 7014-14Slide No.3 City & Guilds

By the end of the workshop you should be able to:

• Understand the importance of the provision of good customer service

• Identify customer and organisational needs and expectations in respect of service levels

• Describe the differences between strong and weak customer care

• Recognise how to present a professional image

• Identify the techniques used to handle customer complaints

Objectives


Session 1 Introduction to customer serviceWhat is service? Why is it important?Identifying customer needs

Session 2 Effective communications Effective and ineffective

communication skillsQuestioning and listening techniques Telephone techniques

Content


Session 3 Presenting a positive professional image

First impressionsPresenting a positive attitude and imageIdentifying and using appropriate body

language

Session 4 Handling customer complaintsWhy customers complain Resolving difficult customer situations Handling complaints positively

Content continued


Customer Service is all about:

• Providing customers with what they want

• Offering consistent levels of service

• Exceeding and not just meeting expectations

• Fulfilling all customer needs

• Going out of your way to delight customers.

What is Customer Service?


Companies who provide excellent service:

• Exceed the expectations of their customers

• Treat customers with respect

• Do not just aim to satisfy – they aim to delight

• Provide solutions to problems

• Consistently deliver outstanding service to their customers

• Make customers feel that they are the most important part of their business … which they are.

Customer Service


Why is Service Important?

• Intense competition

• Customers have a choice

• It is the only thing that can make us different from our competitors

• Satisfied and delighted customers will come back

• Dissatisfied customers will not come back.


Colleagues are Customers Too

You

Customer

Internal Customer

Internal Customer


Customers:

• Expect the core service to meet their needs for quality

• Expect polite treatment at all times – even when they are being difficult

• Need to see attention is being paid to their requests

• Want to feel their needs are important

• Do not want to hear “No” or “I do not know”

• Want to feel secure in the knowledge that you have all the answers and solutions

Customer Expectations


Customers Expectations continuedCustomers:

• Want mistakes admitted to and rectified

• Expect promises that are made to be honoured

• Expect to be treated with respect

• Need to have time given to them for explanations

• Need to know when a problem arises

• Expect you to know about your job and your company

• Expect you to be able to answer questions

• Expect you to find solutions to their problems.


Your Expectations

You:

• Expect that you will receive full training

• Need to learn about the products and services you provide

• Need to understand the systems and procedures for dealing with customers

• Expect to be supported by your manager

• Need to be treated fairly by the customer.


Organisation’s ExpectationsOrganisations expect you to:

• Meet the organisation's customer service policy

• Consistently deliver service standards

• Meet standards laid down in standard manuals

• Follow service procedures

• Meet legal standards related to the delivery of service

• Project a positive image at all times when dealing with customers.


Creating and Maintaining a Safe and Healthy Environment

• Local and National legislation.

• Dealing with hazardous waste and substances.

• Hazardous materials.

• Noise pollution.

• Hygiene standards.


Employer Responsibilities for Health and Safety

Employers may have specific duties under local and national legislation such as:

• All systems must be safe.

• The working environment must be well lit, well ventilated, hygienic and at the appropriate temperature.

• All plant and equipment must be kept to the necessary standard.


Employees should:

• Take reasonable care of him or herself and others.

• Allow the employer to carry out his or her duties in respect of creating a safe working environment.

• Not interfere intentionally or recklessly with any machinery or equipment.

Employee Responsibilities for Health and Safety


Effective Communications• Increases quality of service

• Saves time

• Improves customer care

• Avoids misunderstandings

• Builds good relationships

• Creates a positive atmosphere

• Encourages open discussion

• Allows for achievement of goals.


Ineffective Communications• Hampers relationships

• Wastes time

• Affects customers and colleagues

• Destroys morale

• Creates a negative atmosphere

• Builds a negative reputation

• Hampers achievement of goals


Listening• Look at people

• Turn off negative thoughts

• Lean towards people

• Start with the first word

• Think of speed

• Do not interrupt

• Nod

• Ask questions

• Stick to the subject

• Use their name and use “you”


Question Technique

Open Questions

Who? – What? – Why? – Where? – How? – When?

Closed Questions

Do you? - Are you? - Is it? - Have you?

Reflecting Questions

To summarise and check back


Non-Verbal Techniques

• Lets the customer know you are interested

• Allows you to listen to customers’ feelings as well as their words

• The moment a customer walks up to you, regardless of what you are doing, make immediate eye contact


Facial Expressions

Facial expressions often show how you feel:

• Smile if you are happy!

• Frown if you are not!


Combined Use Of Verbal and Non-verbal Communications

7% actual words

38% voice, tone, pitch, pace and quality

55% body language


Why Use The Phone?

• To assist in providing customer care

• To take bookings

• To make arrangements

• For information gathering

• Looking for customers

• Solving customer problems.


Answering:

• Smile … as you answer the phone

• Aim to answer within 4 rings

• Offer a greeting - as appropriate

• Avoid asking people to hold.

Telephone Standards


Answering:

• Say “Company / Department / Your Name”

• Offer help e.g. “How may I help you?”

• If you do not answer within 4 rings say to the caller “Thank you for waiting”.

Telephone Standards continued


Transferring:

• Explain to the caller why the call is being transferred and to whom you are transferring them

• Explain to the person, you are transferring to, what the call is about and tell them the caller’s name - be factual but not emotional

• Use the caller’s name.



Transferring:

• If no-one answers offer to:

• Transfer to another person / department

• Attempt to deal with it yourself (if appropriate)

• Put the call back to switchboard / Take a message

• Take ownership.



Taking Messages:

• Respond to all messages … however difficult

• If someone is not available, explain positively why the person is not available - offer to take a message.



Taking Messages:

• When taking a message take all the details and repeat the message and any information back to the caller:

• Name

• Telephone Number (including STD Code and extension as appropriate)

• Brief message

• Name of the person / section the message is for

• Time and date of the call

• Take personal responsibility to make sure messages are passed on quickly to the correct person/section.



First Impressions

You never get a second chance

to make a first impression


Attitudes – Who are you?

Someone who makes things happen?

Someone who watches things happen?

Someone who wonders what happened?


They can be so

difficult and

demanding

If I keep looking at the

screen someone else can deal with

them

Oh no – it’s them

again

I’m trying to do my

paperwork lets hope they are

dealt with soon

Negative Thinking


Oh - it’s them – I haven’t

seen them for a while

They always have a smile for everyone

It’s a pleasure to deal

with them

Wouldn’t it be great if everyone was like them

Positive Thinking


Attitude and Behaviour

Professional

Show understanding

Be patient


Professional Image • Acknowledge

• Smile

• Apologise

• Friendly - welcoming - well mannered

• Use names

• Listen

• Ask questions

• Reassure them


Take Responsibility For Helping The Customer

• Be enthusiastic

• Be confident

• Be welcoming

• Be helpful

• Be polite

• Show you care

• Comply with hygiene, health and safety guidelines


Face to face

Words 7%

Tone 38%

Body Language

55%

Personal Image


Appearance:

• Personal grooming and uniform standards

• Your work area

Eye contact:

• Look at people

• Shows you are interested

Projecting a Positive Image


Facial expressions:

• Look positive

• Look natural

Posture and gestures:

• What impression are they creating?

Personal space:

• How comfortable are you?

Projecting a Positive Image cont.


You:

• Do not like your work

• Are stressed

• Are not friendly

• Do not show respect for other people

• Do not want to help - when you do help, you do so reluctantly

Negative Messages


Remember!!!

First Impressions

You never get a second chance

to make a first impression


Handling Complaints

What are they?

An opportunity to:

• Make things right

• Turn dissatisfied customers into delighted customers

• Show you care

• Turn complainers into ambassadors.


Listening

Actively show you are listening

Empathy

Show that you do care and are concerned

Agreeing on Common Ground

Find something to agree with

Calming Customers


Listen

Apologise

Solve

Thank

Make the most of your LAST chance!

Handling Complaints


Test Instruction

• Use the separate answer sheet provided.

• Complete this section using black or blue ink

only.

• Mark your choice of answer by filling in the circles (a or b).

• Cancel an incorrect answer by filling in the ‘cancel’ bar beneath the circle you have marked. If you change your mind again; fill in the ‘cancel’ bar beneath the new answer and draw a neat circle around the original answer.


Test Instruction continued

• Do not enter marks in the bottom section of the paper.

• Do not make any marks in any part of the paper other than the circles (a or b) and the section with the boxes for your personal details. If you do, the marking machine will be unable to mark your paper properly, thus affecting your score.

• Use a pen with black or blue ink only.

Documents

Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds