Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds
Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds
Level 1 Introductory Certificate in Customer Service
7014-14
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.3 City & Guilds
By the end of the workshop you should be able to:
• Understand the importance of the provision of good customer service
• Identify customer and organisational needs and expectations in respect of service levels
• Describe the differences between strong and weak customer care
• Recognise how to present a professional image
• Identify the techniques used to handle customer complaints
Objectives
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.4 City & Guilds
Session 1 Introduction to customer serviceWhat is service? Why is it important?Identifying customer needs
Session 2 Effective communications Effective and ineffective
communication skillsQuestioning and listening techniques Telephone techniques
Content
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.5 City & Guilds
Session 3 Presenting a positive professional image
First impressionsPresenting a positive attitude and imageIdentifying and using appropriate body
language
Session 4 Handling customer complaintsWhy customers complain Resolving difficult customer situations Handling complaints positively
Content continued
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.6 City & Guilds
Customer Service is all about:
• Providing customers with what they want
• Offering consistent levels of service
• Exceeding and not just meeting expectations
• Fulfilling all customer needs
• Going out of your way to delight customers.
What is Customer Service?
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.7 City & Guilds
Companies who provide excellent service:
• Exceed the expectations of their customers
• Treat customers with respect
• Do not just aim to satisfy – they aim to delight
• Provide solutions to problems
• Consistently deliver outstanding service to their customers
• Make customers feel that they are the most important part of their business … which they are.
Customer Service
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.8 City & Guilds
Why is Service Important?
• Intense competition
• Customers have a choice
• It is the only thing that can make us different from our competitors
• Satisfied and delighted customers will come back
• Dissatisfied customers will not come back.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.9 City & Guilds
Colleagues are Customers Too
You
Customer
Internal Customer
Internal Customer
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.10 City & Guilds
Customers:
• Expect the core service to meet their needs for quality
• Expect polite treatment at all times – even when they are being difficult
• Need to see attention is being paid to their requests
• Want to feel their needs are important
• Do not want to hear “No” or “I do not know”
• Want to feel secure in the knowledge that you have all the answers and solutions
Customer Expectations
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.11 City & Guilds
Customers Expectations continuedCustomers:
• Want mistakes admitted to and rectified
• Expect promises that are made to be honoured
• Expect to be treated with respect
• Need to have time given to them for explanations
• Need to know when a problem arises
• Expect you to know about your job and your company
• Expect you to be able to answer questions
• Expect you to find solutions to their problems.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.12 City & Guilds
Your Expectations
You:
• Expect that you will receive full training
• Need to learn about the products and services you provide
• Need to understand the systems and procedures for dealing with customers
• Expect to be supported by your manager
• Need to be treated fairly by the customer.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.13 City & Guilds
Organisation’s ExpectationsOrganisations expect you to:
• Meet the organisation's customer service policy
• Consistently deliver service standards
• Meet standards laid down in standard manuals
• Follow service procedures
• Meet legal standards related to the delivery of service
• Project a positive image at all times when dealing with customers.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.14 City & Guilds
Creating and Maintaining a Safe and Healthy Environment
• Local and National legislation.
• Dealing with hazardous waste and substances.
• Hazardous materials.
• Noise pollution.
• Hygiene standards.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.15 City & Guilds
Employer Responsibilities for Health and Safety
Employers may have specific duties under local and national legislation such as:
• All systems must be safe.
• The working environment must be well lit, well ventilated, hygienic and at the appropriate temperature.
• All plant and equipment must be kept to the necessary standard.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.16 City & Guilds
Employees should:
• Take reasonable care of him or herself and others.
• Allow the employer to carry out his or her duties in respect of creating a safe working environment.
• Not interfere intentionally or recklessly with any machinery or equipment.
Employee Responsibilities for Health and Safety
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.17 City & Guilds
Effective Communications• Increases quality of service
• Saves time
• Improves customer care
• Avoids misunderstandings
• Builds good relationships
• Creates a positive atmosphere
• Encourages open discussion
• Allows for achievement of goals.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.18 City & Guilds
Ineffective Communications• Hampers relationships
• Wastes time
• Affects customers and colleagues
• Destroys morale
• Creates a negative atmosphere
• Builds a negative reputation
• Hampers achievement of goals
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.19 City & Guilds
Listening• Look at people
• Turn off negative thoughts
• Lean towards people
• Start with the first word
• Think of speed
• Do not interrupt
• Nod
• Ask questions
• Stick to the subject
• Use their name and use “you”
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.20 City & Guilds
Question Technique
Open Questions
Who? – What? – Why? – Where? – How? – When?
Closed Questions
Do you? - Are you? - Is it? - Have you?
Reflecting Questions
To summarise and check back
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.21 City & Guilds
Non-Verbal Techniques
• Lets the customer know you are interested
• Allows you to listen to customers’ feelings as well as their words
• The moment a customer walks up to you, regardless of what you are doing, make immediate eye contact
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.22 City & Guilds
Facial Expressions
Facial expressions often show how you feel:
• Smile if you are happy!
• Frown if you are not!
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.23 City & Guilds
Combined Use Of Verbal and Non-verbal Communications
7% actual words
38% voice, tone, pitch, pace and quality
55% body language
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.24 City & Guilds
Why Use The Phone?
• To assist in providing customer care
• To take bookings
• To make arrangements
• For information gathering
• Looking for customers
• Solving customer problems.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.25 City & Guilds
Answering:
• Smile … as you answer the phone
• Aim to answer within 4 rings
• Offer a greeting - as appropriate
• Avoid asking people to hold.
Telephone Standards
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.26 City & Guilds
Answering:
• Say “Company / Department / Your Name”
• Offer help e.g. “How may I help you?”
• If you do not answer within 4 rings say to the caller “Thank you for waiting”.
Telephone Standards continued
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.27 City & Guilds
Transferring:
• Explain to the caller why the call is being transferred and to whom you are transferring them
• Explain to the person, you are transferring to, what the call is about and tell them the caller’s name - be factual but not emotional
• Use the caller’s name.
Telephone Standards continued
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.28 City & Guilds
Transferring:
• If no-one answers offer to:
• Transfer to another person / department
• Attempt to deal with it yourself (if appropriate)
• Put the call back to switchboard / Take a message
• Take ownership.
Telephone Standards continued
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.29 City & Guilds
Taking Messages:
• Respond to all messages … however difficult
• If someone is not available, explain positively why the person is not available - offer to take a message.
Telephone Standards continued
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.30 City & Guilds
Taking Messages:
• When taking a message take all the details and repeat the message and any information back to the caller:
• Name
• Telephone Number (including STD Code and extension as appropriate)
• Brief message
• Name of the person / section the message is for
• Time and date of the call
• Take personal responsibility to make sure messages are passed on quickly to the correct person/section.
Telephone Standards continued
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.31 City & Guilds
First Impressions
You never get a second chance
to make a first impression
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.32 City & Guilds
Attitudes – Who are you?
Someone who makes things happen?
Someone who watches things happen?
Someone who wonders what happened?
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.33 City & Guilds
They can be so
difficult and
demanding
If I keep looking at the
screen someone else can deal with
them
Oh no – it’s them
again
I’m trying to do my
paperwork lets hope they are
dealt with soon
Negative Thinking
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.34 City & Guilds
Oh - it’s them – I haven’t
seen them for a while
They always have a smile for everyone
It’s a pleasure to deal
with them
Wouldn’t it be great if everyone was like them
Positive Thinking
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.35 City & Guilds
Attitude and Behaviour
Professional
Show understanding
Be patient
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.36 City & Guilds
Professional Image • Acknowledge
• Smile
• Apologise
• Friendly - welcoming - well mannered
• Use names
• Listen
• Ask questions
• Reassure them
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.37 City & Guilds
Take Responsibility For Helping The Customer
• Be enthusiastic
• Be confident
• Be welcoming
• Be helpful
• Be polite
• Show you care
• Comply with hygiene, health and safety guidelines
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.38 City & Guilds
Face to face
Words 7%
Tone 38%
Body Language
55%
Personal Image
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.39 City & Guilds
Appearance:
• Personal grooming and uniform standards
• Your work area
Eye contact:
• Look at people
• Shows you are interested
Projecting a Positive Image
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.40 City & Guilds
Facial expressions:
• Look positive
• Look natural
Posture and gestures:
• What impression are they creating?
Personal space:
• How comfortable are you?
Projecting a Positive Image cont.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.41 City & Guilds
You:
• Do not like your work
• Are stressed
• Are not friendly
• Do not show respect for other people
• Do not want to help - when you do help, you do so reluctantly
Negative Messages
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.42 City & Guilds
Remember!!!
First Impressions
You never get a second chance
to make a first impression
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.43 City & Guilds
Handling Complaints
What are they?
An opportunity to:
• Make things right
• Turn dissatisfied customers into delighted customers
• Show you care
• Turn complainers into ambassadors.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.44 City & Guilds
Listening
Actively show you are listening
Empathy
Show that you do care and are concerned
Agreeing on Common Ground
Find something to agree with
Calming Customers
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.45 City & Guilds
Listen
Apologise
Solve
Thank
Make the most of your LAST chance!
Handling Complaints
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.46 City & Guilds
Test Instruction
• Use the separate answer sheet provided.
• Complete this section using black or blue ink
only.
• Mark your choice of answer by filling in the circles (a or b).
• Cancel an incorrect answer by filling in the ‘cancel’ bar beneath the circle you have marked. If you change your mind again; fill in the ‘cancel’ bar beneath the new answer and draw a neat circle around the original answer.
Level 1 Introductory Certificate in Customer Service 7014-14Slide No.47 City & Guilds
Test Instruction continued
• Do not enter marks in the bottom section of the paper.
• Do not make any marks in any part of the paper other than the circles (a or b) and the section with the boxes for your personal details. If you do, the marking machine will be unable to mark your paper properly, thus affecting your score.
• Use a pen with black or blue ink only.