Customer Focus

Introduction Review online course content. Review questions.

Workshop Objectives Upon completion of this unit of work, participants will be able to: Explain the importance of good customer service in: The industry. On a day-to-day basis with customers . List characteristics of a professional appearance. Describe how to properly handle appointments. Identify good and bad communication styles. Explain the best way to deal with unhappy customers. Describe steps to ensure customer satisfaction. /

Customer Service in the Industry The importance of customer service to the industry Competence Efficiency Honest reputation /

Customer Relations Is a balancing act between Core service The product Customer interaction Words Actions Demeanor /

Personal and Professional Behavior Handling an appointment is not just about completing the task. Everything you do matters! Professional appearance Condition of vehicle and tools Appointment procedures Safe driving Parking the vehicle and entering the property with proper identification Respect of property /

Entrance and Exit-Handling a Service Call Upon arrival Show ID Use the customer’s name Ask permission to enter Reschedule the appointment if an adult is not present Remove shoes or put on shoe coverings Smile All workers must ensure that the work area is thoroughly clean when the job is completed. Make sure the customer inspects the completed work area and is satisfied. /

Customer Interaction Effective communication is about…. Good listening skills Asking questions Answering questions Explaining your actions Avoiding jargon Avoiding criticism /

Importance of Ethical Behavior Disclose any charges or costs before starting the service work Act honestly Do the best work you can Do not accept tips or gifts Do not accept side jobs Do not use the customer’s bathroom Do not use the customer’s phone unless absolutely necessary /

Handling Difficult Situations Clear up misunderstandings Explain your actions Overcome objections Assure the customer you understand his or her concerns Do not argue against verbal attacks Acknowledge the customer is upset and that you are there to help solve the problem /

Customer Service Activity Complete the worksheet. Report to the class. /

Open Discussion “Good” customer service stories “Bad customer service stories Discussion-Comments