Effective communication skills

1
Effective communication skills

• Discuss what is a customer-centred service
• Define your customers needs
• Define characteristics of poor service
• Define characteristics of good service to a range
  of customers

2
Customer service is all about .

• Satisfying the customer through providing the
  right product at the right time in the right
  place in the right way

3
The ABC of customer service

• Good Attitude
• Respect the customer
• customers are the focus of our working life
• satisfying their needs must take priority
• NEBS Management Development Super Series Caring
  for the Customer

4
Behaviour

• Treat customers the way you expect to be treated
• Promptly, efficiently and with respect
• NEBS Management Development Super Series Caring
  for the Customer

5
Competence

• Being able to give the answers and provide the
  service that customers require
• NEBS Management Development Super Series Caring
  for the Customer

6
Face - to - Face

• Look
• Listen
• Ask the right questions

7
Invisible customers telephone customers

• When serving a customer on the telephone, you are
  the organisation
• When answering the telephone, give your
  organisations name and your own.
• Listen carefully to what the customer is saying
• Ask the right questions.
• If action is needed, take is as soon as possible

8
Invisible customers e-mail

• Keep messages short and polite
• Ensure that your subject line is meaningful
• Always read the message before sending,
  particularly if in response to a complaint.

9
Dealing with Difficult customers

• Do
• listen, be sympathetic and respectful
• Establish the name of the customer and details of
  the problem
• Ask the customer what they would like to happen
• Provide a solution

10

• Dont
• dont make excuses, argue back or agree with
  negative sentiments about the organisation
• waste time trying to placate the customers anger

11
NVQ clinic

• How to annotate evidence
• How to evidence the range statements
• How evidence assessed
• What to do when the NVQ asks me to do something I
  dont do at work
• Unit Overview sheet