1. Guess the topic???

2. Customer Service

3. Lesson Outcome Define customer service
Describe different types of customer service – P1
Describe characteristics of consistent and reliable customer service – P2
Compare how business satisfy customers – M1

4. What is Customer Service?
All the ways businesses meet their customers expectations to satisfy customers.
But how do business satisfy customers?
LO: Define "customer service”

5. Examples of Good Customer Service 
Watch this clip and list examples of good customer service and poor customer service
Examples of customer service

6. Examples of Good Customer Service
Greeting customers with a smile – attitude and behaviour
Having products in stock and ready to buy
Providing information about products in store
Having enough staff for customer to speak to
Meeting specific customer needs and dealing with problems
Staff should know the scope of their job role
After sales support

7. Consistent and Reliable
 If customer service is consistent it means the same procedures are used to same high level of standard
Reliable
 being dependable, delivering regular responses to all customers.

8. Task: Make a list of all the people that provide customer service in a doctors surgery – 2 mins

9. Customer Service Roles in a Business
LO: Explain the difference between DIRECT and INDIRECT customer service
Customer Service Roles in a Business
Service Deliverer
Direct Service
Indirect Service

10. Different customer service roles in a business
Service Deliverer - Someone who provides customer service – simple as that!
Direct – Is in direct contact with the customer
Indirect – Is in the background and does not contact customer BUT still contributes to customer service

11. Task: Catergorise them into direct and indirect customer services
In a doctors practice there are:
Doctors
Nurses
Cleaners
Task: Catergorise them into direct and indirect customer services
IT Support
Decorators
Receptionists
Explain the difference between DIRECT and INDIRECT customer service

12. What types of customer service do business have?
Front - Line Customer Service
All service deliverers who is the first person a customer is in contact with are called Front - Line Customer Service
Eg.

13. What types of customer service do business have?
Face to face service
Where the customer is dealt with with the service deliver face to face
Remote customer service
LO: Describe the types of customer service

14. What types of customer service do business have?
Remote customer service
A method to provide customer service without customer having to visit the premises
Eg. Online companies such as Trainline
LO: Describe the types of customer service

15. Customer Satisfaction
Customers are satisfied if they get the service they expect
Why is that important?
IF THEY DON’T GET THE SERVICE THEY WANT THEY WILL NOT RETURN

16. How Businesses Satisfy Customers!
Scenario
You are in charge of customer service across all PC World stores. Think of a technique to provide customer service for the given scenario.
Provide reliable, detailed description of the products on sale to help the customer make a decision
A customer is unsure about which computer to buy. What can the service deliverer do?
Providing Customer Satisfaction