Hab Introductory Certificate In Customer Service (Service Sector)   Acetates
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Hab Introductory Certificate In Customer Service (Service Sector) Acetates

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Hab Introductory Certificate In Customer Service (Service Sector)   Acetates Hab Introductory Certificate In Customer Service (Service Sector) Acetates Presentation Transcript

  •  
  • Introductory Certificate in Customer Service (Service Sector)
    • The Introductory Certificate in Customer Service (Service
    • Sector) is suitable for the following sectors:
    • Hair and Beauty
    • Leisure
    • Retail, and
    • Travel and Tourism
    • By the end of the qualification you should be able to:
    • Understand the importance of the provision of good customer service
    • Identify customer and organisational needs and expectations in respect of service levels
    • Describe the differences between strong and weak customer service
    • Recognise how to present a professional image
    • Identify the techniques used to handle customer complaints
    Objectives
  • Module 1 Introduction to Customer Service What is service Why is it important Identifying customer needs Module 2 Effective Communication Skills Ineffective Communication skills Questioning and listening techniques Telephone Techniques Content
  • Module 3 Presenting a positive professional image to customers Presenting a positive attitude and image Identifying and using appropriate body language Module 4 Handling Customer Complaints Resolving Customer Problems Resolving difficult customer situations Handling complaints positively Content continued
    • Customer Service is all about:
    • complying with Hygiene, Health and Safety laws
    • providing customers with what they want
    • offering consistent levels of service
    • trying to exceed and not just meet expectations
    • fulfilling all customer needs
    • going out of your way to delight customers
    What is service?
  • Customer service
    • Companies who provide excellent service:
    • exceed the expectations of their customers
    • treat customers with respect
    • do not just aim to satisfy – they aim to delight
    • provide solutions to problems
    • consistently deliver outstanding service to their customers
    • make customers feel that they are the most important part of their business …… which they are
  • Why is service important?
    • Intense competition
    • Customers have a choice
    • It is the only thing that can make us different from our competitors
    • Satisfied and delighted customers will come back
    • Dissatisfied customers will not come back
  • Customer service as a competitive tool
    • Customer service can make the difference by staff being:
    • welcoming
    • helpful
    • knowledgeable
    • courteous
    • willing to listen
    • willing to deal with problems
  • Key benefits of good customer service
    • Customers keep coming back
    • Customers buy more
    • Customers can create new opportunities
    • Customers can create new leads
    • Customers develop loyalty
    • Increase in sales
    • Increased profitability
    • Free advertising and PR
  • Quality service delivers
    • “ Nobody does it better”!
    • “ The very best of service”!
    • “ On time – every time”!
    • “ You can’t beat our service”!
  • External customers – who are they?
    • The client arriving for the haircut
    • The family booking a holiday
    • The man arriving for a suit fitting
    • The client wanting new carpets fitted
    • The client wanting to have new spectacles
    • Anybody who wants to buy products or services from your organisation!
  • Internal customers – who are they?
    • The receptionist
    • The operations manager
    • The sales representative
    • The retail assistant
    • The secretary
    • Anybody who works for the organisation
  • The benefits of serving internal customers well
    • Staff who:
    • are better motivated
    • are well trained and keen to help
    • are keen to do their job well
    • aim to provide customer delight
    • realise the importance of the customer
    • are more effective
    • listen and communicate effectively
  • Looking after customer service staff properly
    • Train staff
    • Communicate with staff
    • Keep a safe and healthy work environment
    • Keep them happy in their work
    • Give them rewarding jobs to do
    • Be fair to them
    • Be considerate of their needs
    • Pay them well
  • Drawbacks of not serving internal customers well
    • Communication difficulties arise
    • Workers become frustrated
    • Lack of co-operation between internal staff and departments
    • Time wasting
    • Ineffective working practices
    • Stressed employees
    • Poor quality of work
  • Drawbacks of not serving external customers well
    • A increase in the number of complaints
    • A drop in sales
    • A decline in profits
    • Customers will go somewhere else
    • Customers will tell others that they are not happy
  • How to promote good customer service
    • View customers as the most important part of your job
    • Work in a safe and organised way to avoid accidents
    • Be responsive to the needs of customers
    • Give customers your undivided attention
    • Develop a customer friendly attitude
    • Solve customer problems
    • Always check if there is more you can do
    • They:
    • expect the core service to meet their needs for quality
    • expect polite treatment at all times – even when they are being difficult
    • need to see attention is being paid to their requests
    • want to feel their needs are important
    • do not want to hear “No” or “I don’t know”
    • want to feel secure in the knowledge that you have all the answers and solutions
    Identifying needs and customers expectations
  • Customers expectations
    • They:
    • want mistakes admitted to and rectified
    • expect promises that are made to be honoured
    • expect to be treated with respect
    • need to have time given to them for explanations
    • need to know when a problem arises
    • expect you to know about your job and your company
    • expect you to be able to answer questions
    • expect you to find solutions to their problems
  • Your expectations (activity 2)
    • You:
    • expect that you will receive full training
    • need to learn about the products and services you provide
    • need to understand the systems and procedures for dealing with customers
    • expect to be supported by your Manager
    • need to be treated fairly by the customer
  • Organisation’s expectations (activity 2)
    • To:
    • meet the organisation's customer service policy
    • consistently deliver service standards
    • meet standards laid down in standards manuals
    • follow service procedures
    • meet legal standards related to the delivery of service
    • project a positive image at all times when dealing with customers
  • Creating and maintaining a safe and healthy environment
    • Health And Safety At Work Act 1974
    • Dealing with hazardous waste and substances
    • Hazardous materials
    • Noise pollution
    • Hygiene standards
  • Employer responsibilities for health and safety
    • Employers have specific duties under the 1974 act:
    • All systems must be safe
    • The working environment must be well lit, well ventilated, hygienic and at the appropriate temperature
    • All plant and equipment must be kept to the necessary standard
  • Employee responsibilities for health and Safety
    • Under the 1974 act employees should:
    • take reasonable care of him or herself and others
    • allow the employer to carry out his or her duties in respect of creating a safe working environment
    • not interfere intentionally or recklessly with any machinery or equipment
  • Some things you can do to help with health and safety
    • Ensure the equipment you use is properly maintained
    • Ensure the temperature in your work areas is adequate
    • Always ensure that work areas and passage ways are free from rubbish
    • Ensure there are no objects that could fall and hurt a customer
    • Ensure you wear suitable clothing
    • Ensure you know all of the fire regulations
  • What happens when health and safety goes wrong!
    • Customers will seek compensation for their injury
    • It can damage a companies reputation
    • It can create unhygienic environments where infection can spread
    • It can be disruptive
    • It can be costly
  • Effective communications
    • Increases quality of service
    • Saves time
    • Improves customer service
    • Avoids misunderstandings
    • Builds good relationships
    • Creates a positive atmosphere
    • Encourages open discussion
    • Allows for achievement of goals
  • Ineffective communications
    • Hampers relationships
    • Wastes time
    • Affects customers and colleagues
    • Destroys morale
    • Creates a negative atmosphere
    • Builds a negative reputation
    • Hampers achievement of goals
  • Barriers to communication
    • Physical noise
    • Technical noise
    • Language
    • Bias
    • Body Language
  • How to develop effective communications
    • When communicating we want to:
    • be listened to
    • be understood
    • have our ideas accepted
    • have some action taken as a result
  • Question technique
    • Open Questions
    • Who - What - Why - Where - How - When
    • Closed Questions
    • Do you?, Are you?, Is it?, Have you?
    • Reflecting Questions
    • To summarise and check back
  • Listening
    • Look at people
    • Turn off negative thoughts
    • Lean towards people
    • Start with the first word
    • Think of speed
    • Do not interrupt
    • Nod
    • Ask Questions
    • Stick to the subject
    • Use their name and use “you”
  • Use of communication in service settings
    • 7% - actual words
    • 38% - voice, tone, pitch, pace and quality
    • 55% - body language
  • Use of voice in communication settings
    • Avoid use of harsh or high pitched tones
    • Speak in a clear, calm voice
    • Avoid over usage of your own voice
    • Keep your voice steady and level
    • Do not let your voice rise and show frustration
  • Why use the phone?
    • To assist in providing customer service
    • To take bookings
    • To make arrangements
    • For information gathering
    • Looking for customers
    • Solving customer problems
    • Answering:
    • Smile … as you answer the phone
    • Aim to answer within 4 rings
    • Offer a greeting – as appropriate
    • Avoid asking people to hold
    Telephone standards
    • Answering:
    • Say “Company / Department / Your Name”
    • Offer help e.g. “How may I help you?”
    • If you do not answer within 4 rings say to the caller “Thank you for waiting”
    Telephone standards continued
    • Transferring:
    • Explain to the caller why the call is being transferred and to whom you are transferring
    • Explain to the person you are transferring to, the caller’s name, and what the call is about - be factual but not emotional
    • Use the caller’s name
    Telephone standards continued
    • Transferring:
    • If no-one answers offer to:
        • transfer to another person / department
        • attempt to deal with it yourself (if appropriate)
        • put the call back to switchboard / take a message
    • Take ownership
    Telephone standards continued
    • Taking Messages:
    • Respond to all messages ….. however difficult
    • If someone is not available, explain positively why the person is not available – offer to take a message
    Telephone standards continued
    • Taking Messages:
    • When taking a message take all the details and repeat the message and any information back to the caller :
      • Name
      • Telephone Number (including STD Code and extension as appropriate)
      • Brief message
      • Name of the person / section the message is for
      • Time and date of the call
    • Take personal responsibility to make sure messages are passed on quickly to the correct person / section
    Telephone standards continued
  • First impressions
    • You never get a
    • second chance
    • to make a
    • first impression
  • Someone who makes things happen? Someone who watches things happen? Someone who wonders what happened? Attitudes – who are you??
  • Negative thinking I’m trying to do my paperwork lets hope he is dealt with soon Oh No – it’s Mr Jones again If I keep looking at the screen someone else can deal with him He can be so difficult and demanding
  • Positive thinking Wouldn’t it be great if everyone was like her Oh - it’s Mrs Evans - haven’t seen her for a while It’s a pleasure to deal with her She’s always got a smile for everyone
  • Attitude and behaviour
    • Professional
    • Show Understanding
    • Be Patient
  • Professional image
    • Acknowledge
    • Smile
    • Apologise
    • Friendly – welcoming – well mannered
    • Use names
    • Listen
    • Ask questions
    • Reassure them
  • Take responsibility!
    • Be enthusiastic
    • Be confident
    • Be welcoming
    • Be helpful
    • Be polite
    • Show you care
    • Comply with hygiene, health and safety guidelines
  • Use of communication in service settings
    • 7% - actual words
    • 38% - voice, tone, pitch, pace and quality
    • 55% - body language
    • Appearance:
    • Personal grooming and uniform standards
    • Your work area
    • Eye contact:
    • Look at people
    • Shows you are interested
    Projecting a positive image
    • Facial expressions:
    • Look positive
    • Look natural
    • Posture and gestures:
    • What impression are they creating?
    • Personal space:
    • How comfortable are you?
    Projecting a positive image continued
  • Negative / inferior behaviour
    • Wobbly speech
    • Slow speech
    • Worried expressions
    • Evasive looks downwards
    • Defensive – arms crossed
    • Mouth covered with hand
    • Keeping a distance
  • Aggressive / superior behaviour
    • Harsh voice
    • Rapid speech
    • Extremes of expression
    • Excessive eye contact
    • Dominant posture
    • Finger wagging / jabbing
    • Invasions of a persons space
  • REMEMBER!!
    • First Impressions
    • You never get a
    • second chance
    • to make a
    • first impression
  • Handling complaints
    • What are they?
    • An opportunity:
    • to make things right
    • to turn dissatisfied customers into delighted customers
    • to show you care
    • to turn complainers into ambassadors
  • What causes conflict and makes people complain?
    • Misunderstandings
    • Personality Factors
    • Expectations
    • Lack of communication
    • Frustration
    • De-motivated and unhappy people
    • Stress
    • Personal Circumstances
  • Internal factors that create external tensions
    • Too much work and not enough people
    • Disputes about authority – i.e. who is in charge?
    • Personal differences between staff and management
    • Personal friction – fall-outs in the workplace
    • Lack of communications – management do not tell staff what is going on.
  • Did you know…………….?
    • 96% of dissatisfied customers do not go back and complain
    • Tell 7 other people how bad you are
    • 13% will tell at least 20 others
    • 90% will never return
  • The benefits of complaints
    • Complaints:
    • :
    • mean there is room for improvement
    • can be a valuable source of information
    • can help companies do things better!
  • How to encourage complaints – Ask customers questions!
    • Is that everything you need Sir?
    • Is everything to your satisfaction?
    • How can I be of service Madam?
    • Are you happy with the way in which that is packed Sir?
  • Methods of obtaining feedback
    • Happy sheets
    • Short questionnaires
    • Providing a reward
    • By using mystery shoppers
  • Listening Actively show you are listening Empathy Show that you do care and are concerned Agreeing on Common Ground Find something to agree with Calming customers
    • L isten
    • A pologise
    • S olve
    • T hank
    • Make the most of your LAST chance!
    Handling complaints
  • Other hints and tips
    • Keep customers informed of progress on the complaint
    • Avoid defensive behaviour
    • Deal with each complaint on an individual basis
    • Use appropriate body language at all times
    • Use diplomatic phrases
    • Apologise!
    • Use effective listening skills
    • Be positive and inform customers of your actions
    • By the end of the qualification you should be able to:
    • Understand the importance of the provision of good customer service
    • Identify customer and organisational needs and expectations in respect of service levels
    • Describe the differences between strong and weak customer service
    • Recognise how to present a professional image
    • Identify the techniques used to handle customer complaints
    Objectives
  • Test Section A (Scenario) Instruction
    • Complete this section clearly using a pen
    • Do not write on any part of the paper other than where you record your answers
    • Make sure you understand how to complete this section prior to the test starting
  • Test Section B (True/False) Instruction
    • Use the separate answer sheet provided
    • Complete this section using only an HB Pencil. Do not use ink
    • Mark your choice of answer with a horizontal line [ – ]
    • Only erase mistakes. Crossing it out will mean it is marked incorrect
    • Sign and date the answer paper in the space provided. This will be used by the test markers to enter your scores from Section A.
    • Do not enter marks in the bottom section of the paper
    • Do not make any marks in any other part of the paper other than the boxes [ – ] and your signature and date section. If you do, the marking machine will be unable to mark your paper thus affecting your score.
  • www.hab.org.uk Hospitality Awarding Body 2 nd Floor, Armstrong House, 38 Market Square Uxbridge, Middlesex UB8 1LH telephone 0870 060 2550 fax 0870 060 2555 [email_address]