Customer Service within the Facilities Industry

CU854: Supporting the Customer Service Environment

What is Customer Service?

Putting the customer first Being aware of typical customer complaints and problems

and…… Resolving complaints or queries quickly and efficiently Finding out customers needs and making sure we satisfy

them Listening to our customers Making sure they want to return Getting it right first time and every time Creating customer delight by exceeding their expectations Understanding that Customers pay our wages!

The Benefits of good Customer Service

Good Customer Service will:For the customer:

Meet their expectationsGive them satisfaction

Give them reliable informationFor your business:

Give you a good reputationBring new clients

Make you successfulFor you:

Give you job satisfactionKeep you in a job!Pay your wages!

Range of Jobs in Customer Service

Different types of customer

Internal customers – who are they?

External customers – who do you give a service to, who needs your help?

Customers with special requirements – how would you identify them? What types of requirements may they have ie: Hearing or sight Impairment, language issues

Effective communication

Verbal – What you sayVocal - How you say it / tone Non-verbal – Body language /

Expressions

Effective communication

Verbal – What you sayVocal - How you say it / tone Non-verbal – Body language / Expressions

Effective communication by phone

When talking to customers on the phoneWhat points should you remember?

Effective communication by phone

Speak Clearly Listen Be polite

Talk slowly Let them answer!

Be aware of accent Leave gaps

Say yes, agree or let them know you are listening

Make notes SMILE!!

Benefits of effective communication

If we don’t communicate with our customers they could

A. Get frustratedB. Leave the business/company dissatisfiedC. Not returnD. ComplainE. Get wrong information

Listening to our customers

Active listening is showing you are taking on board what someone is saying

How could you do this?

See handout

How do we find out customer needs?

What ways could you find out what your customer wants/needs?

Ask Questions Watch their body language Start a conversation

Respond to your customers

How you respond is the picture you give your customers of your company

How would you deal with your customers?

Respond to your customers

You should have ways such as….

Politely Promptly Effectively AccuratelyRecord any incidents correctlyGive them correct informationIf you can’t help them – find someone who can!

Now Complete tasks A & B Assignment 107

Presentation

In the Facilities Industry presentation is important

Why?

What things should you remember?

Complete assignment 107 Task C describing the dress code for each example

Quiz to check understanding

Now you have discussed Customer Service in the Facilities Industry – what do you know?