Customer Service Training One Stop

Topics: Communication, Nonverbal communication, Customer Pages: 42 (1479 words) Published: June 24, 2015
ONE STOP

Customer Service
Training

Objectives
Today we will look at:
 Why customer service is important
 Communicating effectively with customers
 Creating a positive impression
 The skills needed for excellent customer
service
 Planning good customer service
 Handling difficult customers

Ice Breaker








S
E
R
V
I
C
E

Exercise
• Why bother with customer service?
• Who are our customers?
• What do our customers want? (more on this
later)

Vision

– The best place to live and work and the best
Council around - best through the eyes of
residents and staff

Priorities
• Priorities
– People
– Homes
– Jobs
– Place
– Performance

Values
• 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
Job Description
PDR






Regular feedback
Training and development
Working within a team
Intranet
Gen magazine

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..

What does Excellent Customer Service look
like?
Definition:
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
and skills.

Attitude Checklist
What attitudes assist in providing good service?
• Enjoy helping people
• Read people well
• Care for your customers
• Patience
• Calming presence
• Energy
• Enthusiasm
• Give fair and equal treatment to all

Presentation
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?...)

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 you’re busy
• SMILE!
• 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
Use empathy
Understand the power of saying thank you or
sorry!
Under promise and over deliver

Barriers to Customer Service
• Prejudices
• Perceptions
• Stereotypes

Perceptions Can Be Wrong!

What Does Your World Look Like?

The Iceberg Effect

What is Communication?
Communication is a 2-way Process
sender

Communication skills involve:
• Listening to others (Receiving)
• Asserting/ Expressing (Sending)

message

receiver
sender

Barriers
receiver

Communication – The Facts!
What you hear
38% of
• Tone of voice
• Vocal clarity
• Verbal expressiveness

the message

What you see or feel
55%
• Facial expression
• Dress and grooming
• Posture/ Body Language
• Eye contact
• Touch
• Gesture

of the message

WORDS…….. ONLY 7% of the message!

Effective Communication Skills
Eye contact & visible mouth
Body language
Some questions

Encouragement
to continue

Summarising
what has been said

Effective...
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