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