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Guess the topic???
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Customer Service
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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
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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”
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Examples of Good Customer Service
Watch this clip and list examples of good customer service and poor customer service Examples of customer service
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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
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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.
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Task: Make a list of all the people that provide customer service in a doctors surgery – 2 mins
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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
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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
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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
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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.
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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
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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
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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
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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
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