quality customer service

Quality Customer Service

QUALITY

CUSTOMER SERVICE


Contents What is Customer Service Who is the Customer? Why is Customer Service Important What’s it got to do with Me? What the Most Important Person Wants... How to Make Customers Feel Special... Building Rapport Listening First Impressions What they said about us


What is Customer Service?

Going out of your way for the customer and doing everything possible to satisfy and often exceed the customer’s needs

Striving for excellence Never saying ‘It will do’…. It will NEVER

do


Who is the Customer? The potential visitor on the telephone/email The person browsing in the exhibition area The person making an enquiry at the

counter The guesthouse owner The colleague from the townhall ANYONE WHO GOES AWAY WITH

AN IMPRESSION OF THE TOURIST OFFICE


Why is Customer Service Important? For the Council long term customer retention increase in business and revenue enhanced marketing as customers spread

the good word fewer complaints


Why is Customer Service Important? For the Staff Greater job satisfaction Job security Less Stress Increase of confidence and self esteem Greater team spirit Better awareness of individual contribution

to the reputation and success of centre


What’s it got to do with Me?

Take pride in your job and ensure every customer has a positive experience.

Know the difference between ‘getting by’ and excelling

YOU CAN MAKE THE DIFFERENCE - Your attitude can either send the customer

away with a positive or negative impression


THE CUSTOMER IS THE MOST IMPORTANT PERSON

MAKE HIM OR HER FEEL SPECIAL


The Customer Not dependent on us - we on him! Not an interruption to our work - the reason

for it! not an outsider to the business - part of it! We’re not doing him a favour by serving

him - he’s doing us a favour by giving us his business


LEAVE THE EGO IN THE CAR-PARK!

The Customer doesn’t want to know!


What does the Customer Want?

The Customer want to be made feel special


How do I make the Customer feel special?

Acknowledge the customer Greet the customer Give him your attention Listen carefully and speak clearly Don’t keep him waiting Try and build rapport


Building Rapport

Greet Take cues from the conversation Ask where the customer is from Ask if it’s their first visit Match your pace and voice with that of the

customer


DON’T Don’t forget the greeting Don’t Speak too fast/low Don’t appear engrossed in other work/busy

with other tasks Don’t give short clipped answers Don’t appear not to care Don’t judge by appearance Don’t argue with the customer


What the customer really really wants!

“I want to be treated like an individual” “I want you to respect my time” “I want you to make it easy for me to do

business with you” “I want you to listen to me” “I want you to tell me the truth” “I want you to give me a reason to come

back”


Never Assume!

Don’t judge customers or think you know what they want

ASK LISTEN GET FEEDBACK Never assume the customer knows what

you know


Listening Don’t underestimate the importance of

listening

Remember we have TWO EARS and one mouth so focus on what the customer is saying, not what YOU think he is saying


To help you listen better Focus on the customer, make eye contact Give listening cues, ie nod, say ‘I understand’,

smile Don’t let your mind wander or get distracted Listen to the customer’s body language Don’t interrupt Ask questions to make sure you understand Repeat/summarise if necessary GIVE THE CUSTOMER THE ATTENTION YOU

WOULD LIKE TO RECEIVE.


FIRST IMPRESSIONS

First impressions are vital -

A customer will decide in the first 15 seconds whether you are competent, prepared, approachable and efficient


People want to know about how much you care…before they care how much you know


Use your Customer Service Tools to create a good First Impression Your smile Your voice Your body language Your words


Make the first 15 seconds count

Smile and greet Show interest, make eye contact, listen Treat the customer as if he/she is the first

person of the day Be friendly, willing and helpful Show interest, inform and cross-sell Thank them for their business


Don’t forget your working environment also can make a

good impression

Customers often believe that sloppiness in one area of an

organisation can mean a general carelessness in all areas.


Make sure desk is tidy and welcoming

REMOVE the mess and papers REMOVE out of date posters/fliers Cupboards & drawers closed Pens, message pads replenished throughout

day Calendar showing correct date! Treat your work area as if it were your

home.


And how our customers have described us... Well Groomed Professional Accountable Caring Sincere Responsive Approachable Lively Immediate attention

Likeable On the Ball Knows her stuff Shows interest Good Listener Confident Has sense of humour Show Respect Reliable Patient


Customer Care Prayer

Lord, I beg you, give me strengthWith certain customers who talk at length.Give me patience and the common sense

To listen while the customer vents.Let me feel what they go throughSo I can see their point of view.Guide my words so what I say

Reaches them in a courteous way(continued on next slide)



|Open my ears that I may be ledTo hear the message left unsaid.Show me ways to build rapport,And always try to offer more.

Make me always show respect,And far exceed what they expect.

(Continued on next slide)



Remind me that service is but part of my role;

Customer care is the primary goal.Help me always live this prayerTo prove to them I really care.

And at day’s end, let me look back with pride

Knowing I kept every customer satisfied.

quality customer service

Business