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Customer service

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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 …

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 + VAT

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  • 1. Customer Service Http://www.power-hour.co.uk – Bite Size Training Materials Customer Service
  • 2. 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.
  • 3. 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.
  • 4. Customer Service Http://www.power-hour.co.uk – Bite Size Training Materials 2012 What Customers Want 1. 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
  • 5. Customer Service Http://www.power-hour.co.uk – Bite Size Training Materials 2012 The Five F’s of Customer Service First Impressions Friendly Welcome Find Out Fulfil Needs Fond Farewell
  • 6. 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?
  • 7. 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.