1. Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds

2. Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds Level 1 Introductory Certificate in Customer Service 7014-14

3. Slide No.3 City & Guilds By the end of the workshop you should be able to: Understand the importance of the provision of good customer service Identify customer and organisational needs and expectations in respect of service levels Describe the differences between strong and weak customer care Recognise how to present a professional image Identify the techniques used to handle customer complaints Objectives

4. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.4 City & Guilds Session 1 Introduction to customer service What is service? Why is it important? Identifying customer needs Session 2 Effective communications Effective and ineffective communication skills Questioning and listening techniques Telephone techniques Content

5. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.5 City & Guilds Session 3 Presenting a positive professional image First impressions Presenting a positive attitude and image Identifying and using appropriate body language Session 4 Handling customer complaints Why customers complain Resolving difficult customer situations Handling complaints positively Content continued

6. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.6 City & Guilds Customer Service is all about: Providing customers with what they want Offering consistent levels of service Exceeding and not just meeting expectations Fulfilling all customer needs Going out of your way to delight customers. What is Customer Service?

7. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.7 City & Guilds Companies who provide excellent service: Exceed the expectations of their customers Treat customers with respect Do not just aim to satisfy – they aim to delight Provide solutions to problems Consistently deliver outstanding service to their customers Make customers feel that they are the most important part of their business … which they are. Customer Service

8. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.8 City & Guilds Why is Service Important? Intense competition Customers have a choice It is the only thing that can make us different from our competitors Satisfied and delighted customers will come back Dissatisfied customers will not come back.

9. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.9 City & Guilds Colleagues are Customers Too You Customer Internal Customer Internal Customer

10. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.10 City & Guilds Customers: Expect the core service to meet their needs for quality Expect polite treatment at all times – even when they are being difficult Need to see attention is being paid to their requests Want to feel their needs are important Do not want to hear “No” or “I do not know” Want to feel secure in the knowledge that you have all the answers and solutions Customer Expectations

11. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.11 City & Guilds Customers Expectations continued Customers: Want mistakes admitted to and rectified Expect promises that are made to be honoured Expect to be treated with respect Need to have time given to them for explanations Need to know when a problem arises Expect you to know about your job and your company Expect you to be able to answer questions Expect you to find solutions to their problems.

12. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.12 City & Guilds Your Expectations You: Expect that you will receive full training Need to learn about the products and services you provide Need to understand the systems and procedures for dealing with customers Expect to be supported by your manager Need to be treated fairly by the customer.

13. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.13 City & Guilds Organisation’s Expectations Organisations expect you to: Meet the organisation's customer service policy Consistently deliver service standards Meet standards laid down in standard manuals Follow service procedures Meet legal standards related to the delivery of service Project a positive image at all times when dealing with customers.

14. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.14 City & Guilds Creating and Maintaining a Safe and Healthy Environment Local and National legislation. Dealing with hazardous waste and substances. Hazardous materials. Noise pollution. Hygiene standards.

15. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.15 City & Guilds Employer Responsibilities for Health and Safety Employers may have specific duties under local and national legislation such as: All systems must be safe. The working environment must be well lit, well ventilated, hygienic and at the appropriate temperature. All plant and equipment must be kept to the necessary standard.

16. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.16 City & Guilds Employees should: Take reasonable care of him or herself and others. Allow the employer to carry out his or her duties in respect of creating a safe working environment. Not interfere intentionally or recklessly with any machinery or equipment. Employee Responsibilities for Health and Safety

17. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.17 City & Guilds Effective Communications Increases quality of service Saves time Improves customer care Avoids misunderstandings Builds good relationships Creates a positive atmosphere Encourages open discussion Allows for achievement of goals.

18. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.18 City & Guilds Ineffective Communications Hampers relationships Wastes time Affects customers and colleagues Destroys morale Creates a negative atmosphere Builds a negative reputation Hampers achievement of goals

19. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.19 City & Guilds Listening Look at people Turn off negative thoughts Lean towards people Start with the first word Think of speed Do not interrupt Nod Ask questions Stick to the subject Use their name and use “you”

20. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.20 City & Guilds Question Technique Open Questions Who? – What? – Why? – Where? – How? – When? Closed Questions Do you? - Are you? - Is it? - Have you? Reflecting Questions To summarise and check back

21. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.21 City & Guilds Non-Verbal Techniques Lets the customer know you are interested Allows you to listen to customers’ feelings as well as their words The moment a customer walks up to you, regardless of what you are doing, make immediate eye contact

22. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.22 City & Guilds Facial Expressions Facial expressions often show how you feel: Smile if you are happy! Frown if you are not!

23. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.23 City & Guilds Combined Use Of Verbal and Non-verbal Communications 7% actual words 38% voice, tone, pitch, pace and quality 55% body language

24. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.24 City & Guilds Why Use The Phone? To assist in providing customer care To take bookings To make arrangements For information gathering Looking for customers Solving customer problems.

25. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.25 City & Guilds Answering: Smile … as you answer the phone Aim to answer within 4 rings Offer a greeting - as appropriate Avoid asking people to hold. Telephone Standards

26. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.26 City & Guilds Answering: Say “Company / Department / Your Name” Offer help e.g. “How may I help you?” If you do not answer within 4 rings say to the caller “Thank you for waiting”. Telephone Standards continued

27. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.27 City & Guilds Transferring: Explain to the caller why the call is being transferred and to whom you are transferring them Explain to the person, you are transferring to, what the call is about and tell them the caller’s name - be factual but not emotional Use the caller’s name. Telephone Standards continued

28. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.28 City & Guilds Transferring: If no-one answers offer to: Transfer to another person / department Attempt to deal with it yourself (if appropriate) Put the call back to switchboard / Take a message Take ownership. Telephone Standards continued

29. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.29 City & Guilds Taking Messages: Respond to all messages … however difficult If someone is not available, explain positively why the person is not available - offer to take a message. Telephone Standards continued

30. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.30 City & Guilds Taking Messages: When taking a message take all the details and repeat the message and any information back to the caller: Name Telephone Number (including STD Code and extension as appropriate) Brief message Name of the person / section the message is for Time and date of the call Take personal responsibility to make sure messages are passed on quickly to the correct person/section. Telephone Standards continued

31. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.31 City & Guilds First Impressions You never get a second chance to make a first impression

32. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.32 City & Guilds Attitudes – Who are you? Someone who makes things happen? Someone who watches things happen? Someone who wonders what happened?

33. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.33 City & Guilds They can be so difficult and demanding If I keep looking at the screen someone else can deal with them Oh no – it’s them again I’m trying to do my paperwork lets hope they are dealt with soon Negative Thinking

34. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.34 City & Guilds Oh - it’s them – I haven’t seen them for a while They always have a smile for everyone It’s a pleasure to deal with them Wouldn’t it be great if everyone was like them Positive Thinking

35. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.35 City & Guilds Attitude and Behaviour Professional Show understanding Be patient

36. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.36 City & Guilds Professional Image Acknowledge Smile Apologise Friendly - welcoming - well mannered Use names Listen Ask questions Reassure them

37. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.37 City & Guilds Take Responsibility For Helping The Customer Be enthusiastic Be confident Be welcoming Be helpful Be polite Show you care Comply with hygiene, health and safety guidelines

38. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.38 City & Guilds Face to face Words7% Tone38% Body Language55% Personal Image

39. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.39 City & Guilds Appearance: Personal grooming and uniform standards Your work area Eye contact: Look at people Shows you are interested Projecting a Positive Image

40. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.40 City & Guilds Facial expressions: Look positive Look natural Posture and gestures: What impression are they creating? Personal space: How comfortable are you? Projecting a Positive Image cont.

41. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.41 City & Guilds You: Do not like your work Are stressed Are not friendly Do not show respect for other people Do not want to help - when you do help, you do so reluctantly Negative Messages

42. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.42 City & Guilds Remember!!! First Impressions You never get a second chance to make a first impression

43. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.43 City & Guilds Handling Complaints What are they? An opportunity to: Make things right Turn dissatisfied customers into delighted customers Show you care Turn complainers into ambassadors.

44. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.44 City & Guilds Listening Actively show you are listening Empathy Show that you do care and are concerned Agreeing on Common Ground Find something to agree with Calming Customers

45. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.45 City & Guilds Listen Apologise Solve Thank Make the most of your LAST chance! Handling Complaints

46. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.46 City & Guilds Test Instruction Use the separate answer sheet provided. Complete this section using black or blue ink only. Mark your choice of answer by filling in the circles (a or b). Cancel an incorrect answer by filling in the ‘cancel’ bar beneath the circle you have marked. If you change your mind again; fill in the ‘cancel’ bar beneath the new answer and draw a neat circle around the original answer.

47. Level 1 Introductory Certificate in Customer Service 7014-14 Slide No.47 City & Guilds Test Instruction continued Do not enter marks in the bottom section of the paper. Do not make any marks in any part of the paper other than the circles (a or b) and the section with the boxes for your personal details. If you do, the marking machine will be unable to mark your paper properly, thus affecting your score. Use a pen with black or blue ink only.