1. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–16–1 Chapter 6 Customer service

2. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–26–2 Quality customer service  Help and assistance  Define types of customers  Ascertain needs  Communicate  Obtain feedback

3. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–36–3 Achieving quality  Market knowledge  Customer’s needs  Commitment  Workable practices  Resources  Review and improve  Advise customers

4. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–46–4 International standards  ISO 9001/9002/9003  External quality assurance  Globalisation  Adopted by thousands

5. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–56–5 Delivering customer service  Aims and objectives  What is our business?  Who are our customers?  Who are our competitors?

6. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–66–6 Total quality service Figure 6.1Total quality service

7. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–76–7 Strategic planning  Objectives of the business  Response to environment  Long-range planning  Company mission  Customer service strategy

8. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–86–8 Company image  Positive/negative  Assess current image  Assess desirable image  Plan for improvement

9. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–96–9 Customer service department  Finance  Maintenance  Technical  Information  Customer satisfaction

10. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–10 External and internal Figure 6.2External and internal customers

11. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–11 What is most important?  Availability  After-sales service  Efficient handling of queries  Ordering convenience  Technical advice  Quick delivery  Reliability  Equipment demonstrations  Published material

12. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–12 Other features  Pleasant environment  Friendly, well-groomed staff  Well-informed staff  Willing assistance  Polite and helpful

13. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–13 Interpersonal skills  Show empathy  Listen actively  Appropriate communication  Conflict resolution  Follow up  Record of complaints

14. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–14 Types of customers  Regular customers  Chance customers (passing trade)  Visiting customers

15. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–15 Excellent customer service  Survey customer needs  Provide information  Cultural awareness  Meet needs quickly  Procedures manual  Obtain feedback

16. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–16 Providing information  Inform about changes  What you can do for them  Why you are ahead  Better than others

17. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–17 Identifying customer needs  Customer needs  Customer wants  Customer demands technical advice

18. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–18 Handling complaints The PAIR method  Placate  Attend  Investigate  Resolve

19. Copyright © 2004 McGraw-Hill Australia Pty Ltd PPT Slides t/a Office Skills: A Practical Approach 3e by Horsfall & Cairns Slides prepared by June Breheny 6–19 The five-step method  Listen  Respond  Decide on action  Take action  Follow up