Customer Service Policy
Customer Service
© 2006
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
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..
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
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! It’s all about attitude and skills.
10 minutes- With the person next to you, talk about when you’ve had good service and when you’ve had bad service. Make a list of aspects of each.
Attitude Checklist
What attitudes assist in providing good service? • Enjoy helping people • Handle people well • Care for your customers • Give fair and equal treatment to all • Be understanding of people with special needs
Mention we’ll talk about special needs later.
Skills for Customer Service
• • • • • • Know about your organisation Learn the technical parts of the job Communicate well Be consistent Be organised Know your place in the team and be a team player
Emphasize the importance of training, duty statements, orientation, policy and procedures manuals
What do Customers Want?
Brainstorm what it is that a customer wants when they enter your organisations Discuss and share with the group
From the activity ‘good/bad’ service, identify the kinds of things customers want.
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
© 2006
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
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..
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
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! It’s all about attitude and skills.
10 minutes- With the person next to you, talk about when you’ve had good service and when you’ve had bad service. Make a list of aspects of each.
Attitude Checklist
What attitudes assist in providing good service? • Enjoy helping people • Handle people well • Care for your customers • Give fair and equal treatment to all • Be understanding of people with special needs
Mention we’ll talk about special needs later.
Skills for Customer Service
• • • • • • Know about your organisation Learn the technical parts of the job Communicate well Be consistent Be organised Know your place in the team and be a team player
Emphasize the importance of training, duty statements, orientation, policy and procedures manuals
What do Customers Want?
Brainstorm what it is that a customer wants when they enter your organisations Discuss and share with the group
From the activity ‘good/bad’ service, identify the kinds of things customers want.
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