lo5 – customer service. by the end of this lesson you should be able to: identify various methods...
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LO5 – Customer service
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By the end of this lesson you should be able to:
Identify various methods of communicating with the customer.
Identify the benefits of methods of communication.
Identify methods used to ensure quality.
Demonstrate knowledge through group work and answering exam question.
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Words – 7%
Tone of voice – 38%
Body language – 55%
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Face to face Immediate feedback Identify uncertainties and clarify Personal
Influence on impression made Body language Facial expression Professional appearance Tone of voice and manner
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Telephone Customer doesn’t leave home General/brief enquiries Quick and inexpensive
However: less rapport than face to face lose advantage of visual clues.
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Policy Number of rings Form of welcome Procedure of call, including closing
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Training Talking pace Patience Helpful, courteous language Telephone body language Questioning for understanding Prompts for information Listening skills
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Written – advantages:
Creates a record Confirms understanding Provides reassurance Allows customer time
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Incoming Dealt with promptly Acknowledgement of receipt to customer
Outgoing Accurate, well presented and timely Personalised
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Email - advantages Less formal than letter Receipt when not at desk Can draft before sending Other features of email
Email - disadvantages Customer expectation of speedy response Tone can be misread
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Website – can communicate on website through:
selling services and products providing information obtaining information
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Having quality management systems in place can help ensure good internal and external customer service.
Total quality management – getting it right first time.
Investors in People – internal customer focuses on staff training and development.
Benchmarking – monitor your standards against those of the market leader.
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Various standards exist that promote effective quality to the internal and external customer:
ISO 9000Scottish Quality Management SystemBritish Standard BS5750