1. Customer Focus

2. Introduction
Review online course content.
Review questions.

3. 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. /

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

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

6. 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 /

7. 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. /

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

9. 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 /

10. 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 /

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

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