Bcs part1 master 3a
•Download as ODP, PDF•
0 likes•417 views
This document outlines an training course on providing brilliant customer service. The training covers topics such as defining good customer service, communication best practices, dealing with difficult customer situations, and time management. The SPECIAL model of customer service is introduced, which stands for speed, personalization, exceeding expectations, competence, information, attitude, and long-term relationships. Advanced skills discussed include influencing customers, dealing with different personalities, and assertive techniques. The document provides guidance for putting customer service skills into practice through case studies and exercises.
More Related Content
What's hot
What's hot (20)
Viewers also liked
Similar to Bcs part1 master 3a
Similar to Bcs part1 master 3a (20)
More from Institute of Microtraining UK
More from Institute of Microtraining UK (7)
Recently uploaded
Recently uploaded (20)
Bcs part1 master 3a
- 2. Overview 1: Defining brilliant customer service 2: Communication best practice 3: Advanced skills 4: Challenging situations 5: Time management 11/11/13 contact@grahamphelps.com 07515 851691
- 3. Getting started Introductions Personal objectives Timings etc 11/11/13 contact@grahamphelps.com 07515 851691
- 4. Introductions Talk about yourself for 30 seconds Your job role and responsibilities Similar training A little about you 11/11/13
- 5. Graham Roberts-Phelps Specialist training consultant NLP Master trainer Degree in Marketing Trained 20,000 people over 15+ years Published author 20+ books
- 6. Course objectives ● ● Making all customers feel SPECIAL at every contact Best practice telephone communication skills ● Advanced skills ● Dealing with dissatisfaction ● Time management for Brilliant customer service
- 8. Part 1 What is good customer service anyway? Making every customer feel SPECIAL Applying the SPECIAL model contact@grahamphelps.com 07515 851691
- 9. What is brilliant customer service and why does it matter? 11/11/13 contact@grahamphelps.com 07515 851691
- 10. Customer experiences Work in groups Recall some of your past customer experiences – good and bad Write one per post it note Post on chart as either Good or Bad
- 11. 3 S' - Customer experience Standards of service and responsiveness Systems and process – designed around the customer's experience Skills – service skills, attitude, knowledge and behaviours
- 12. Customer experiences / 2 Review your experience Move into circle depending on whether caused mainly by – Standards – Systems – Skills
- 13. Who is your customer? Internal? External? No matter, treat them all the same Everybody is a customer, everybody has a customer
- 14. Customer truisms Little things matter most Problems really are opportunities Attitude is everything Customers measure everything First reactions count Perception is vital Everybody’s responsibility
- 16. A customer wants two things: A solution to a problem To be made to feel special Experience Solution Special 1 Yes Yes 2 Yes No 3 No Yes 4 No No
- 17. Mission impossible List five work-related examples of when you have or want to say “no” or “not now”, etc. 11/11/13 contact@grahamphelps.com 07515 851691
- 18. SPECIAL Speed and time Personal and personalise Exceed expectations Competence and courtesy Information and informed Attitude and values Long term relationship contact@grahamphelps.com 07515 851691
- 19. Speed and time Fast without rushing Or Slow without delaying! 11/11/13 contact@grahamphelps.com 07515 851691
- 23. Personal and personalise Use your name; Use the customer’s name Personalise Be your service promise flexible – adapt to each individual Names are important Eye contact and tone of voice Do something extra for each customer Remember your customer Small talk if appropriate Ask questions to personalise response 11/11/13 contact@grahamphelps.com 07515 851691
- 25. Manage and exceed ‘Under promise and over deliver’ It only counts when you exceed the customer’s expectation In the absence of a managed expectation – the customer makes one up Examples: Create specific promises, then beat them Build in a ‘safety buffer’ Two-stage response contact@grahamphelps.com 07515 851691
- 27. Competence and courtesy Know and update your CORE skills Be an expert at all parts of your job Be the best at what you do… … and show respect to the customer Deliver Brilliant Customer Service at every opportunity, on purpose Examples: Be an enthusiast about what you do Make customers feel valued 11/11/13 contact@grahamphelps.com 07515 851691
- 28. How do your customer's judge your competence? How do you demonstrate, display or communicate your knowledge, skill or competence to the customer? contact@grahamphelps.com 07515 851691
- 29. Information and informed Share knowledge – people love to learn new things Keep customers informed of progress Summarise and check for understanding Examples: Help customers get the best from you Talk them through what you have done for them Talk through, explain, describe 11/11/13 contact@grahamphelps.com 07515 851691
- 30. Attitude and values Always say what you can do, or will do – not what you can’t do, or won’t do Look at the glass as ‘half-full’ not ‘halfempty’ There is always a solution Examples: Make their day! If the customer hasn’t got a smile… give them one of yours! 11/11/13 contact@grahamphelps.com 07515 851691
- 31. Long term relationship Follow-up Check on promises for satisfaction Random follow-up calls Examples: ‘Is there anything else I can help you with?’ Welcome complaints! 11/11/13 contact@grahamphelps.com 07515 851691
- 32. Customer service qualities Work in pairs or a small group List a list of ten qualities needed (in your opinion) to be brilliant at customer service in your job or organisation, in addition to your core skills.
- 33. Part 2 No analyse your list, marking each quality as either – A for mainly an attitude – S for mainly a skill – S+A – combination of both contact@grahamphelps.com 07515 851691
- 35. Part 2 Defining your customer's experience Communications best practice - Email - Telephone - Face to face Summary 11/11/13 contact@grahamphelps.com 07515 851691
- 38. Four steps Define what you want your customers to say and identify behaviours that create these experiences Hire people who have these qualities Train and communicate constantly 11/11/13 contact@grahamphelps.com 07515 851691
- 39. What do you want your customers to say? Work in groups Brainstorm comments Select and list three 11/11/13 contact@grahamphelps.com 07515 851691
- 40. Best practise Work in pairs or a small group Ten Do's and Don'ts for your area of excellence – Telephone skills – Face to face – Email 11/11/13 contact@grahamphelps.com 07515 851691
- 43. Did you know? 11/11/13 contact@grahamphelps.com 07515 851691
- 45. Part 3 Case studies Advanced skills Fish Saying no nicely 11/11/13 contact@grahamphelps.com 07515 851691
- 46. Telephone model • • • • Summarise Confirm details Next actions Thank, name, etc • • • • Discuss options Agree solution Provide information Manage expectations 11/11/13 contact@grahamphelps.com 07515 851691 • • • • • • • • Greeting Company / department Name Offer help Ask (open) questions Probe for specifics Active listening Test understanding
- 48. Influence and persuasion 11/11/13 contact@grahamphelps.com 07515 851691
- 49. The six tools... contact@grahamphelps.com 07515 851691
- 50. Dealing with different personalities 11/11/13 contact@grahamphelps.com 07515 851691
- 53. Fish Be there Play Choose your attitude Make their day 11/11/13 contact@grahamphelps.com 07515 851691
- 54. Five assertive techniques 11/11/13 contact@grahamphelps.com 07515 851691
- 56. Part 4 Dealing with difficult situations Managing time and priorities Pulling it all together 11/11/13 contact@grahamphelps.com 07515 851691
- 57. Making it G..GREAT FUN! Get if off their chest Get the facts – ask questions Responsibility and reassure Empathise Agree a solution, answer Thank and test understanding Follow-Up-Now 11/11/13 contact@grahamphelps.com 07515 851691
- 63. Learning summary Best idea Do more of Do less of Actions
- 64. So... “It's not what you do, but the way that you do it.” 11/11/13 contact@grahamphelps.com 07515 851691
- 65. 3 S' - Customer experience Standards of service and responsiveness Systems and process – designed around the customer's experience Skills – service skills, attitude, knowledge and behaviours
- 66. Brilliant Customer Service! Thank you Graham RobertsPhelps contact@grahamphelps.com 07515
Editor's Notes
- 9.302 mins Welcome to Brilliant Customer Service! Introduce yourself. Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers. Check that everyone has the workbook and mention that they’ll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.
- 9.385 mins At your discretion how you handle this. Depending on the size of the group, you may not have time to do a “creeping death”, so you could: ask them to talk through these points with the person they’re sitting next to OR do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day
- 9.385 mins At your discretion how you handle this. Depending on the size of the group, you may not have time to do a “creeping death”, so you could: ask them to talk through these points with the person they’re sitting next to OR do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day
- 9.331 min(Workbook page 5) The programme has these two aims. The emphasis today will be mainly on helping you improve your skill levels. At the same time, we’ll come up with some action plan ideas for you to help improve service standards over the coming weeks.
- 9.371 min But before we go any further, some housekeeping points.
- 9.371 min But before we go any further, some housekeeping points.
- 9.371 min But before we go any further, some housekeeping points.
- 10.102 mins(Workbook page 10) Sometimes there’s a danger that staff who don’t have direct customer contact themselves don’t recognise the role they play in the customer experience. Move on to next slide for a quick exercise on this. Put the delegates in to small groups. Ask the groups, whose service do you rely on when providing Brilliant Customer Service? And who relies on you? Get them to write their answers down on page 11.
- 10.155 mins(Workbook page 12) Walk through this slide, embellishing with examples as you go. The point to make is that we can all affect the customer experience by doing little things that make a huge difference.
- 10.255 mins(Workbook page 14) This slide ‘reveals’. Explain that even when you cannot solve a problem, as long as you handle the situation correctly, making the customer feel special, you will have maintained your reputation.
- 10.205 mins(Workbook page 13) To deliver Brilliant Customer Service we need to delight customers by exceeding their expectations. It’s not enough to just satisfy expectations, because a competitor promising delight can tempt a customer away.
- 11.4525 mins(Workbook page 21) The impression of an organisation we get is derived mainly from the interaction we have with its representatives. A positive and helpful attitude can overcome the worst examples of supplier error. Working in your allotted groups, identify do’s and don’ts of how to behave with a customer. Use workbook, flipcharts or jumbo post-its.
- 12.228 mins(Workbook pages 23-24) Run through this list as a summary of the whole morning – the Brilliant Customer Service model. Emphasis a couple of points (as shown on page 23): Create ‘moments of truth’… the extra mile is never crowded DELIVER! Nothing impresses like competence Do their best... nobody is ever motivated to do an average job Serve internal customers as well as external customers – customers make pay-days possible Get the group to use page 24 of the workbook to jot down how they can apply these qualities to their own jobs. This might help them when it comes to doing their individual action plans. Explain that in the afternoon we will be putting all this into practice. Now, how’s everyone doing with their Learning Diary (page 45)? Announce a 45-minute break for lunch and show next slide.
- 9.371 min But before we go any further, some housekeeping points.
- 9.302 mins Welcome to Brilliant Customer Service! Introduce yourself. Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers. Check that everyone has the workbook and mention that they’ll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.