Essay about Unit 1 understanding good customer service

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Understanding Good
Customer Service

Unit : 1

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Ground Rules
Fire alarms
Fire Exists
Toilets
Breaks
Mobile Phones on Silent Please?
Please respect others, do not talk over others
Minimum disturbance
Complaints/Queries: please contact our office

Ice Breaker …
 Tell

me your name and one thing about yourself  It

cannot be said again ..

Equality

and Diversity Video
Clip

Learning outcomes
The aim of this session is for you to develop an understanding of:

The

characteristics of customer and their expectations

How

customers service is delivered in organisations

Customer

service practices and procedures

Legislation

and external regulations that relate to

customer service

1. The characteristics of customer and their expectations Who
…

are your customers?

tell me …. 



Internal is working for the same organisation



External is the purchasers or service user



Internal Customer



Colleagues, supervisors, staff, suppliers, agents, administration, receptionist, cleaners



External customers and there characteristics



existing customers,



new customers,



groups or other organisations,



different ages;



different cultures;



gender;



families; with special needs (visual, hearing, mobility impairments)

1. Typical Customers


main characteristics -

you tell me



purchasing goods/services,



Needing goods/service,



seeking advice,



having problems,



making queries

1. Customer expectation and satisfaction definition of your customer service



You must be able to IDENTIFY the customer needs



value for money



accuracy and reliability



Providing information and advice



providing assistance and help



organisational targets;



dealing with special needs;



dealing with problems;



health and safety;



security

1. Exceeding customer expectations


providing information and advice quickly



providing additional help and assistance



dealing promptly with problems;



discounts



offer of additional products or services



exceptional help and assistance for customers with special requirements Falling short of customer expectations 

Make Four teams please



Appoint one spokes person

Activity:

Excuses, Excuses,
Excuses ….

1. Falling short of customer expectations 

unable to meet expectations;



unable to deliver on promise;



lack of communication;



rude;



talking to others;



lack of care;



no explanation



You must deliver excellent customer services

2. Know how customer service is delivered in organisations
Do

you know how your organisation is run?

2. Responsibilities


supervisor (training, assessing, day-to-day responsibility,



supervision, source of help, dealing with queries/problems);



line manager/manageress;



(supervision, greater responsibility, greater authority, source of information, checking, audit)

2. Customer service roles


receptionist;



contact centre worker;



shop assistant;



delivery driver;



staff not offering direct customer service (cleaners, gardeners, engineers) 

entrance supervisors;



account manager

How good are you at your job?

Activity – after session
Phone Call

2. Information needed to deliver good customer service




Types


informative, - giving useful information



instructive, - step by step instructions…