Customer Service
Unit : 1
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Ground Rules
Fire alarms
Fire Exists
Toilets
Breaks
Mobile Phones on Silent Please?
Please respect others, do not talk over others
Minimum disturbance
Complaints/Queries: please contact our office
Ice Breaker …
Tell
me your name and one thing about yourself It
cannot be said again ..
Equality
and Diversity Video
Clip
Learning outcomes
The aim of this session is for you to develop an understanding of:
The
characteristics of customer and their expectations
How
customers service is delivered in organisations
Customer
service practices and procedures
Legislation
and external regulations that relate to
customer service
1. The characteristics of customer and their expectations Who
…
are your customers?
tell me ….
Internal is working for the same organisation
External is the purchasers or service user
Internal Customer
Colleagues, supervisors, staff, suppliers, agents, administration, receptionist, cleaners
External customers and there characteristics
existing customers,
new customers,
groups or other organisations,
different ages;
different cultures;
gender;
families; with special needs (visual, hearing, mobility impairments)
1. Typical Customers
main characteristics -
you tell me
purchasing goods/services,
Needing goods/service,
seeking advice,
having problems,
making queries
1. Customer expectation and satisfaction definition of your customer service
You must be able to IDENTIFY the customer needs
value for money
accuracy and reliability
Providing information and advice
providing assistance and help
organisational targets;
dealing with special needs;
dealing with problems;
health and safety;
security
1. Exceeding customer expectations
providing information and advice quickly
providing additional help and assistance
dealing promptly with problems;
discounts
offer of additional products or services
exceptional help and assistance for customers with special requirements Falling short of customer expectations
Make Four teams please
Appoint one spokes person
Activity:
Excuses, Excuses,
Excuses ….
1. Falling short of customer expectations
unable to meet expectations;
unable to deliver on promise;
lack of communication;
rude;
talking to others;
lack of care;
no explanation
You must deliver excellent customer services
2. Know how customer service is delivered in organisations
Do
you know how your organisation is run?
2. Responsibilities
supervisor (training, assessing, day-to-day responsibility,
supervision, source of help, dealing with queries/problems);
line manager/manageress;
(supervision, greater responsibility, greater authority, source of information, checking, audit)
2. Customer service roles
receptionist;
contact centre worker;
shop assistant;
delivery driver;
staff not offering direct customer service (cleaners, gardeners, engineers)
entrance supervisors;
account manager
How good are you at your job?
Activity – after session
Phone Call
2. Information needed to deliver good customer service
Types
informative, - giving useful information
instructive, - step by step instructions