Download - Landlord Action Customer Service Workshop
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Customer Servicefor
Landlord Action LtdVanessa Cariba &
Claudette King
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Who are your Customers?
• Tell us about the type of customers you speak to?• Estimate how many calls you take within one day?
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What does Customer Service mean?
• Good listening skills• Show empathy • Follow-up• Exercise courtesy• Complete processes
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Building Relationships
• Role play ‘ The missing contract’• Feedback on role play – identify the five attributes of
good customer service• Five principles of building relationships
– Listen– Empathy– Follow up– Courtesy– Completeness
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Customer Charter 2
Objective 2 Steps to achieve
Handling customer requirements.
1. Listen and responding to all enquiries promptly
2. Be assertive 3. Applying knowledge to meet the
customer requirements 4. Recording customer complaints 5. Be apologetic to the customer
for any problem(s) he/she is/are encountering (this is for not meeting company standards)
6. Make notes of the customer complaints
7. Offer a solution if it is within your role remit
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You Factor
Competency What you did well? Supporting Evidence
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Thank You
“Do what you do so well that they willwant to see talk to you again and tell
their friends.”Virtual Assistant Now