Guess the topic???
Feb 15, 2016
Guess the topic???
Customer Service
Lesson Outcome
Define customer service Describe different types of customer service – P1 Describe characteristics of consistent and reliable
customer service – P2 Compare how business satisfy customers – M1
What is Customer Service? All the ways businesses meet
their customers expectations to satisfy customers.
But how do business satisfy customers?
LO: Define "customer service”
Examples of Good Customer Service
http://www.youtube.com/watch?v=BJ8iwzKbXKc
Watch this clip and list examples of good customer service and poor customer service
Examples of customer service
Greeting customers with a smile – attitude and behaviour
Having products in stock and ready to buy Providing information about products in store Having enough staff for customer to speak to Meeting specific customer needs and dealing
with problems Staff should know the scope of their job role After sales support
Examples of Good Customer Service
Consistent and Reliable
Consistent If customer service is consistent it means the
same procedures are used to same high level of standard
Reliable being dependable, delivering regular
responses to all customers.
Task: Make a list of all the people that provide customer service in a doctors surgery – 2 mins
Customer Service Roles in a Business
LO: Explain the difference between DIRECT and INDIRECT customer service
Service Deliverer
Direct Service Indirect Service
Different customer service roles in a business
Service Deliverer - Someone who provides customer service – simple as that!
Direct – Is in direct contact with the customer
Indirect – Is in the background and does not contact customer BUT still contributes to customer service
In a doctors practice there are:
Doctors Nurses Cleaners
Task: Catergorise them into direct and indirect customer services
Explain the difference between DIRECT and INDIRECT customer service
IT Support Decorators Receptionists
What types of customer service do business have?
Front - Line Customer Service All service deliverers who is the
first person a customer is in contact with are called Front - Line Customer Service
Eg.
What types of customer service do business have?
Face to face service Where the customer is dealt with with the service deliver
face to face
Remote customer service
LO: Describe the types of customer service
What types of customer service do business have?
Remote customer service A method to provide customer service without customer
having to visit the premises Eg. Online companies such as Trainline
LO: Describe the types of customer service
Customer Satisfaction Customers are satisfied if they get the service they
expect Why is that important?
IF THEY DON’T GET THE SERVICE THEY WANT THEY WILL NOT RETURN
How Businesses Satisfy Customers!
Providing Customer
Satisfaction
ScenarioYou are in charge of customer service across all PC World stores. Think of a technique to provide customer service for the given scenario.
A customer is unsure about which
computer to buy. What can the service
deliverer do?
Provide reliable, detailed description of the products on
sale to help the customer make a
decision