Customer Service Dealing with customers face-to-face

Start

1. Confusing name – what do you do?• “Allo my name is Francisco Martin, I would like to

leave a message for Steph Jackson please?”

Click here to answer a multiple-choice question

You get the Steph Jackson bit but can’t get the gentleman’s name what’s your answer? Choose from the list below:

A. Smile at the customer, say “certainly sir”.B. Try to phone Steph

to tell her someone’s here at reception.C. Ask the gentleman if he would mind spelling his

name for you, while you write it down.

1. A: Smile at the customer, say “certainly sir”.

• You might say this initially and then you could confirm and check the details with the customer. But on its own you may get the details wrong and that wouldn’t create a good impression – Steph would need all the correct details.

Be brave and ask if you need clarification.Back

1. B: Try to phone Steph to tell her someone’s here at reception.

• That’s not really what the customer wanted to do, he asked if he could leave a message for her, perhaps he’s in a rush. You could always ask the customer if he’d like you to phone Steph first.

Try again

1. C: Ask the gentleman if he would mind spelling his name for you, while you write it down.

• Hey that’s a good choice!

Next

Have a listen to the message – try to take the message down, using the message pad provided