Today we will look at:
Why customer service is important
Communicating effectively with customers
Creating a positive impression
The skills needed for excellent customer
Planning good customer service
Handling difficult customers
• Why bother with customer service?
• Who are our customers?
• What do our customers want? (more on this
– The best place to live and work and the best
Council around - best through the eyes of
residents and staff
• Our Values underpin all work we do by listing our
business objectives, defining how we go about
our work and showing how we intend to make
our visions a reality by becoming:
– A caring and fair council
– A listening council
– An ambitious council
– A responsive council
– An efficient council
Where Do I Fit In?
Know and understand core values
Be prompt and efficient
Maintain accurate records
Training and development
Working within a team
Who are Customers?
Definition of a customer
Customers are people who need your assistance.
They are not an interruption to your job, they are
the reason you have a job..
What does Excellent Customer Service look
What describes EXCELLENT service and BAD service?
Good customer service is taking that extra step to
help without being asked! It’s all about attitude
What attitudes assist in providing good service?
• Enjoy helping people
• Read people well
• Care for your customers
• Calming presence
• Give fair and equal treatment to all
How should we present ourselves?
• Name badge
• 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?...)
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 you’re busy
• Establish eye contact
• Tell them your name
• Ask how you can help
• Give the customer your full attention
• Be polite and courteous……………
What Skills Do We Need?
• Using the cards provided pick your “top 3” which
you think are the most important skills to
possess for giving good customer service.
Stroke The Customer
What does good rapport feel like?
Make the customer feel comfortable
Use their name
Make the customer feel important and valued
Understand the power of saying thank you or
Under promise and over deliver
Barriers to Customer Service
Perceptions Can Be Wrong!
What Does Your World Look Like?
The Iceberg Effect
What is Communication?
Communication is a 2-way Process
Communication skills involve:
• Listening to others (Receiving)
• Asserting/ Expressing (Sending)
Communication – The Facts!
What you hear
• Tone of voice
• Vocal clarity
• Verbal expressiveness
What you see or feel
• Facial expression
• Dress and grooming
• Posture/ Body Language
• Eye contact
of the message
WORDS…….. ONLY 7% of the message!
Effective Communication Skills
Eye contact & visible mouth
what has been said
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