Customer service within the facilities industry


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Promotes and encourages good customer service practice within a facilities industry role.

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Customer service within the facilities industry

  1. 1. Customer Service within the Facilities Industry CU854: Supporting the Customer Service Environment
  2. 2. What is Customer Service?  Putting the customer first  Being aware of typical customer complaints and problems and……  Resolving complaints or queries quickly and efficiently  Finding out customers needs and making sure we satisfy them  Listening to our customers  Making sure they want to return  Getting it right first time and every time  Creating customer delight by exceeding their expectations  Understanding that Customers pay our wages!
  3. 3. The Benefits of good Customer Service Good Customer Service will: For the customer: Meet their expectations Give them satisfaction Give them reliable information For your business: Give you a good reputation Bring new clients Make you successful For you: Give you job satisfaction Keep you in a job! Pay your wages!
  4. 4. Range of Jobs in Customer Service
  5. 5. Different types of customer  Internal customers – who are they?  External customers – who do you give a service to, who needs your help?  Customers with special requirements – how would you identify them? What types of requirements may they have ie: Hearing or sight Impairment, language issues
  6. 6. Effective communication Verbal – What you say Vocal - How you say it / tone Non-verbal – Body language / Expressions
  7. 7. Effective communication Verbal – What you say Vocal - How you say it / tone Non-verbal – Body language / Expressions
  8. 8. Effective communication by phone When talking to customers on the phone What points should you remember?
  9. 9. Effective communication by phone Speak Clearly Listen Be polite Talk slowly Let them answer! Be aware of accent Leave gaps Say yes, agree or let them know you are listening Make notes SMILE!!  
  10. 10. Benefits of effective communication  If we don’t communicate with our customers they could A. Get frustrated B. Leave the business/company dissatisfied C. Not return D. Complain E. Get wrong information
  11. 11. Listening to our customers  Active listening is showing you are taking on board what someone is saying  How could you do this? See handout
  12. 12. How do we find out customer needs? What ways could you find out what your customer wants/needs?  Ask Questions  Watch their body language  Start a conversation
  13. 13. Respond to your customers How you respond is the picture you give your customers of your company  How would you deal with your customers?
  14. 14. Respond to your customers You should have ways such as…. Politely Promptly Effectively Accurately Record any incidents correctly Give them correct information If you can’t help them – find someone who can! Now Complete tasks A & B Assignment 107
  15. 15. Presentation  In the Facilities Industry presentation is important  Why?  What things should you remember?  Complete assignment 107 Task C describing the dress code for each example
  16. 16. Quiz to check understanding Now you have discussed Customer Service in the Facilities Industry – what do you know?