Quality Customer Service 1215328770383529 9

QUALITY
CUSTOMER SERVICE
Quality Customer Service

Contents
✔ What is Customer Service
✔ Who is the Customer?
✔ Why is Customer Service Important
✔ What’s it got to do with Me?
✔ What the Most Important Person Wants...
✔ How to Make Customers Feel Special...
✔ Building Rapport
✔ Listening
✔ First Impressions
✔ What they said about us

What is Customer Service?
✔ Going out of your way for the customer and
doing everything possible to satisfy and
often exceed the customer’s needs
✔ Striving for excellence
✔ Never saying ‘It will do’…. It will NEVER
do

Who is the Customer?
✔ The potential visitor on the telephone/email
✔ The person browsing in the exhibition area
✔ The person making an enquiry at the
counter
✔ The guesthouse owner
✔ The colleague from the townhall
✔ ANYONE WHO GOES AWAY WITH
AN IMPRESSION OF THE TOURIST
OFFICE
Why is Customer Service
Important?
✔ For the Council
✔ long term customer retention
✔ increase in business and revenue
✔ enhanced marketing as customers spread
the good word
✔ fewer complaints

Why is Customer Service
Important?
✔ For the Staff
✔ Greater job satisfaction
✔ Job security
✔ Less Stress
✔ Increase of confidence and self esteem
✔ Greater team spirit
✔ Better awareness of individual contribution
to the reputation and success of centre
What’s it got to do with Me?
✔ Take pride in your job and ensure every
customer has a positive experience.
✔ Know the difference between ‘getting by’
and excelling
✔ YOU CAN MAKE THE DIFFERENCE -
✔ Your attitude can either send the customer
away with a positive or negative impression

THE CUSTOMER IS THE
MOST IMPORTANT PERSON
MAKE HIM OR HER FEEL

SPECIAL

The Customer
✔ Not dependent on us - we on him!
✔ Not an interruption to our work - the reason
for it!
✔ not an outsider to the business - part of it!
✔ We’re not doing him a favour by serving
him - he’s doing us a favour by giving us
his business

LEAVE THE EGO IN THE
CAR-PARK!
The Customer doesn’t want to know!

What does the Customer Want?
✔ The Customer want to be made feel special

How do I make the Customer feel
special?
✔ Acknowledge the customer
✔ Greet the customer
✔ Give him your attention
✔ Listen carefully and speak clearly
✔ Don’t keep him waiting
✔ Try and build rapport

Building Rapport
✔ Greet
✔ Take cues from the conversation
✔ Ask where the customer is from
✔ Ask if it’s their first visit
✔ Match your pace and voice with that of the
customer

DON’T
✔ Don’t forget the greeting
✔ Don’t Speak too fast/low
✔ Don’t appear engrossed in other work/busy
with other tasks
✔ Don’t give short clipped answers
✔ Don’t appear not to care
✔ Don’t judge by appearance
✔ Don’t argue with the customer
What the customer really really
wants!
✔ “I want to be treated like an individual”
✔ “I want you to respect my time”
✔ “I want you to make it easy for me to do
business with you”
✔ “I want you to listen to me”
✔ “I want you to tell me the truth”
✔ “I want you to give me a reason to come
back”
Never Assume!
✔ Don’t judge customers or think you know
what they want
✔ ASK
✔ LISTEN
✔ GET FEEDBACK
✔ Never assume the customer knows what
you know

Listening
✔ Don’t underestimate the importance of
listening
✔ Remember we have TWO EARS and one

mouth so focus on what the customer is
saying, not what YOU think he is saying

To help you listen better
✔ Focus on the customer, make eye contact
✔ Give listening cues, ie nod, say ‘I understand’,
smile
✔ Don’t let your mind wander or get distracted
✔ Listen to the customer’s body language
✔ Don’t interrupt
✔ Ask questions to make sure you understand
✔ Repeat/summarise if necessary
✔ GIVE THE CUSTOMER THE ATTENTION YOU
WOULD LIKE TO RECEIVE.
FIRST IMPRESSIONS
✔ First impressions are vital -
✔ A customer will decide in the first 15

seconds whether you are competent,
prepared, approachable and efficient

People want to know about
how much you care…before
they care how much you know

Use your Customer Service Tools
to create a good First Impression
✔ Your smile
✔ Your voice
✔ Your body language
✔ Your words

Make the first 15 seconds count
✔ Smile and greet
✔ Show interest, make eye contact, listen
✔ Treat the customer as if he/she is the first
person of the day
✔ Be friendly, willing and helpful
✔ Show interest, inform and cross-sell
✔ Thank them for their business

Don’t forget your working
environment also can make a
good impression
Customers often believe that

sloppiness in one area of an
organisation can mean a general
carelessness in all areas.

Make sure desk is tidy and
welcoming
✔ REMOVE the mess and papers
✔ REMOVE out of date posters/fliers
✔ Cupboards & drawers closed
✔ Pens, message pads replenished throughout
day
✔ Calendar showing correct date!
✔ Treat your work area as if it were your
home.
And how our customers have
described us... ✔ Likeable
✔ Well Groomed
✔ Professional ✔ On the Ball
✔ Accountable ✔ Knows her stuff
✔ Caring ✔ Shows interest
✔ Sincere ✔ Good Listener
✔ Responsive ✔ Confident
✔ Approachable ✔ Has sense of humour
✔ Lively ✔ Show Respect
✔ Immediate attention ✔ Reliable
✔ Patient
Customer Care Prayer
Lord, I beg you, give me strength

With certain customers who talk at length.
Give me patience and the common sense
To listen while the customer vents.
Let me feel what they go through
So I can see their point of view.
Guide my words so what I say
Reaches them in a courteous way
(continued on next slide)
|Open my ears that I may be led

To hear the message left unsaid.
Show me ways to build rapport,
And always try to offer more.
Make me always show respect,
And far exceed what they expect.
(Continued on next slide)

Remind me that service is but part of

my role;
Customer care is the primary goal.
Help me always live this prayer
To prove to them I really care.
And at day’s end, let me look back
with pride
Knowing I kept every customer
satisfied.

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QUALITY

Quality Customer Service

Quality Customer Service

Quality Customer Service

Quality Customer Service

Quality Customer Service

MAKE HIM OR HER FEEL

Quality Customer Service

Quality Customer Service

The Customer doesn’t want to know!

Quality Customer Service

Quality Customer Service

Quality Customer Service

Quality Customer Service

Quality Customer Service

✔ Remember we have TWO EARS and one

Quality Customer Service

✔ A customer will decide in the first 15

Quality Customer Service

Quality Customer Service

Quality Customer Service

Quality Customer Service

Customers often believe that

Quality Customer Service

Lord, I beg you, give me strength

|Open my ears that I may be led

Quality Customer Service

Remind me that service is but part of

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