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Skills1

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Customer Service Skills

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Skills1

  1. 1. Customer Service Skills BTEC Travel and Tourism
  2. 2. What Skills are Needed? <ul><li>Friendliness </li></ul><ul><li>Helpfulness </li></ul><ul><li>Effective use of body language </li></ul><ul><li>Good product knowledge </li></ul><ul><li>Listening skills </li></ul><ul><li>Courtesy </li></ul><ul><li>Effective complaint handling skills </li></ul>
  3. 3. Why are These Skills Needed? <ul><li>Customer facing situations require service skills </li></ul><ul><li>When customer experiences go wrong staff need to deal with the outcomes </li></ul><ul><li>Customers regard justice as important to how their complaints are dealt with </li></ul><ul><li>More on this from previous session (http://www.bized.ac.uk/educators/16-19/tourism/custservice/activity/provision1.htm) </li></ul>
  4. 4. Methods of Delivering Service <ul><li>Customer service can be delivered through three main methods: </li></ul><ul><li>Written (letters, faxes, emails) </li></ul><ul><li>Face-to-face </li></ul><ul><li>Telephone </li></ul>
  5. 5. What Next? <ul><li>Go to the Activity to practice your own customer service skills </li></ul>

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