customer service
DESCRIPTION
Slides to accompany a bite-size training session on customer service - ideal for anyone new to a front-line role. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VATTRANSCRIPT
Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials
Customer Service
Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
By the end of the Power Hour you will be able to:• State some of the effects of good (or poor) customer service
on business success• Describe what constitutes good customer• Explain the 5 “F”s of customer service, and what they look like
in your organisation• Identify practical things that you can do
to provide good service every time you interact with a customer.
Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
The Customer• A customer is the most important person in business –
without him or her there would be no business• A customer is the most important person – in person,
in writing or on the telephone• A customer is not dependent on us – we are dependent
on him or her• A customer is not an interruption to our work; he or she
is the purpose of it• A customer is not someone with whom to argue or match wits: No one
ever won an argument with a customer. Win an argument, lose a customer
• A customer is not a cold statistic – he or she is a flesh and blood human being with emotions and feelings, just like ourselves.
Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
What Customers Want1. To be taken seriously 10. Knowledgeable help
2. Competent, efficient service 11. Friendliness
3. Anticipation of their needs 12. To be kept informed
4. Explanations in their terms 13. Follow-through
5. Basic courtesies 14. Honesty
6. To be informed of the options 15. Feedback
7. Not to be passed around 16. Professional service
8. To be listened to (and heard) 17. Empathy
9. Dedicated attention 18. Respect
Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
The Five F’s of Customer ServiceFirst Impressions
Friendly Welcome
Find Out
Fulfil Needs
Fond Farewell
Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Make it Work at Work
What are you going to DO as a result of
this Power Hour Session?
Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
These slides have been produced as an optional resource to support a Bite-Size Training session on this
subject.A full set of materials, including detailed Session
Leader’s Guide, Delegate Workbook and supporting activities can be purchased from our Training Shop
Our Training materials are licence-free, but are for use by the purchaser only.
They CANNOT be passed or sold on.