M4 - Business Studies - Customer Service


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Business Studies - Customer Service

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M4 - Business Studies - Customer Service

  1. 1. M4 Business Studies Customer Service
  2. 2. Customer Service <ul><li>What is customer service? </li></ul><ul><li>Customer service is the series of activities that attempt to improve customer satisfaction before, during and after the sale of a product or service. </li></ul>
  3. 3. Customer Service <ul><li>Some examples of customer service: </li></ul><ul><ul><li>Returning damaged goods. </li></ul></ul><ul><ul><li>Helping a customer book a flight. </li></ul></ul><ul><ul><li>Ordering a new mobile phone battery for a customer. </li></ul></ul><ul><ul><li>Explaining to a customer why food they have ordered is taking a long time. </li></ul></ul><ul><ul><li>Dealing with a customer complaint. </li></ul></ul>
  4. 4. Customer Service <ul><li>Why is customer service important? </li></ul><ul><ul><li>Helps to sell your product or service. </li></ul></ul><ul><ul><li>Good customer service will make customers want to return. </li></ul></ul><ul><ul><li>A happy customer will tell 2-3 people about the experience, but an unhappy customer will tell 8-9 about the complaint. </li></ul></ul>
  5. 5. Good Customer Service <ul><li>What is good customer service? </li></ul><ul><ul><li>Be friendly </li></ul></ul><ul><ul><li>Can you give me some more examples? </li></ul></ul>
  6. 6. Good Customer Service <ul><li>Be friendly, approachable and polite. </li></ul><ul><li>Listen to your customers. </li></ul><ul><li>Deal with complaints quickly. </li></ul><ul><li>Always answer your phone or emails. </li></ul><ul><li>Always thank your customer. </li></ul><ul><li>Ensure your staff are happy and well trained. </li></ul><ul><li>Good body language. </li></ul>
  7. 7. Body language <ul><li>Body language is very important to the customer. </li></ul><ul><li>Are the staff smiling, do they greet you and do they make eye contact? </li></ul><ul><li>Are the staff open and friendly? </li></ul><ul><li>Or do they look grumpy, slump in the corner and ignore you? </li></ul><ul><li>Do they chew gum and sigh all the time? </li></ul>
  8. 8. Bad Customer Service <ul><li>What is bad customer service? </li></ul><ul><ul><li>Being rude </li></ul></ul><ul><ul><li>Can you give me some more examples? </li></ul></ul>
  9. 9. Bad Customer Service <ul><li>Ignoring your customer. </li></ul><ul><ul><li>Chatting with friends. </li></ul></ul><ul><ul><li>Using your phone. </li></ul></ul><ul><li>Being rude. </li></ul><ul><li>Clueless staff. </li></ul><ul><li>Managers that don’t speak with customers. </li></ul><ul><li>Staff that are difficult to find or contact. </li></ul>
  10. 10. Task 1 <ul><li>Think about your experience as a customer . </li></ul><ul><li>In groups can you work together and think of 1 example of good customer service and 1 example of bad customer service that you have experienced. </li></ul><ul><li>Add your experiences to the website. Don’t forget to add the names of the people in your group! </li></ul>
  11. 11. Task 2 <ul><li>Time for something a little different… </li></ul><ul><li>You are to work in your groups and present a role play to the rest of the class. </li></ul><ul><li>Imagine you are running a business and a customer has a problem. </li></ul>
  12. 12. Task 2 <ul><li>You are to create 2 role plays. </li></ul><ul><ul><li>The first should give examples of bad customer service, what not to do. </li></ul></ul><ul><ul><li>The second should give examples of good customer service, showing how the staff should have dealt with the complaint. </li></ul></ul>
  13. 13. Task 2 <ul><li>Think about: </li></ul><ul><ul><li>Who is the business? </li></ul></ul><ul><ul><li>What is the customer complaint? </li></ul></ul><ul><ul><li>What examples of bad customer service will you use? </li></ul></ul><ul><ul><li>What examples of good customer service will you use? </li></ul></ul><ul><ul><li>Remember, use the same business and complaint for your good and bad examples! </li></ul></ul>