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