Customer Care Workshop 2011

Adding value to your business

Leadership is a potent combination of strategy and character, but if you must be without one, be without the strategy – Gen. H. Norman Schwarzkoff

Blades & Blades c2011

 How can you tell?
 What are you saying?
 When are you saying it?
 What feedback are you getting?
 Are you making money as a result?


 Give customers a positive impression of
yourself and your organization
 Deliver reliable customer service
 Developing customer relationships
 Resolve customer service problems
 Maintain a safe and secure working
environment


 cus⋅tom⋅er
1. a person who purchases
goods or services from another;
buyer; patron.
2. Informal. a person one has to
deal with: a tough customer; a
cool customer.
 Origin:
 1400–50; late ME; see custom, -er 1 ; cf. ME customer collector of customs < AF; OF costumier, c. ML custumārius; see
customary


 Establishing effective relationships with
customers
 Respond appropriately to customers
 Communicate information to customers


 Health and safety
 Data protection
 Equal opportunity
 Disabilities

There are two ways of spreading light: to be the candle or the mirror that reflects it – Edith Wharton


1.1 Meet your organization’s standards for
appearance and behaviour

1.2 Greet your customers in a way that will make them feel
welcome and shows them you are interested in serving them

Establish
1.3 Communicate with your customers in a manner that makes them feel
effective valued and respected
relationships
with 1.4 Identify and confirm the needs and expectations of your
customers
customers
1.5 Treat your customers courteously and helpfully even when you are
working under pressure

1.6 Maintain communication with customers to ensure that they are kept
informed and reassured. Excellent customer service is provided by people who
are good with people.

1.7 Adapt your behaviour to respond effectively to different customer behaviour


2.1 Respond appropriately to customers who
indicate that they need or want your attention
2.2 Select an appropriate way of communicating
with your customers to suit their individual
needs
2.3 Respond promptly and positively to your
customers’ questions and comments
2.4 Allow your customers time to consider your
response and give further explanation when
appropriate
2.5 Check with your customers that you have fully
understood their needs and expectations


Communicate information to customers

3.1 Locate information that will
help your customer quickly

3.2 Communicate to your
customers the information they
need about the products or
services offered by your
organization

3.3 Recognise information that
your customers might find
complicated and check whether
they fully understand

3.4 Explain clearly to your
customers any reasons why their
needs and expectations cannot be
met.


 Establishing effective  Are they gaps in what
relationships with we are currently
customers doing and what we
 Respond are supposed to do?
appropriately to  What are the quickest
customers remedies we can find
 Communicate and implement within
information to 48 hours?
customers

Divide into groups Discuss


1. Prepare to deal with customers

Deliver reliable customer service
2. Give consistent service to customers

3. Check customer service delivery


Prepare to deal with your Give consistent service to Check customer service
customers customers delivery

1.1 Keep your knowledge of products 2.1 Make realistic commitments to 3.1 Check that the service you have
and services offered by your your customers regarding products or given meets the customers’ needs
organization up to date using services during service delivery and expectations
information from your colleagues and
organizational literature
1.2 Ensure that any equipment you 2.2 Make extra efforts to keep your 3.2 Identify where you could have
use is in good and safe working order commitments to your customers given a better service to your
customers and how your service
could have been improved

1.3 Ensure that the area you wok in 2.3 Inform your customers when you 3.3 Share relevant information with
is tidy and the space is used cannot keep your commitments due others to maintain your organization’s
efficiently to unforeseen developments standards for service delivery

1.4 Prepare and arrange everything 2.4 Recognize when your customer’s
you need to deal with your customers needs or expectations have changed
before your shift or period of work and adjust your service to meet their
commences new requirements

2.5 Pass your customer on to the
relevant person or organization if you
are unable to deal with the needs
and expectations and keep your
customers well advised about what is
happening.


1. Build customer confidence in the level of service provided

Develop customer relationships

2. Meet the ongoing needs and expectations of your customers

3. Develop the relationship between your customers and your organization


1. Build customer 2. Meet the ongoing needs 3. Develop the relationship
confidence in the level of and expectations of your between your customers
service provided customers and your organization

1.1 Deal with customers promptly 2.1 Operate within the limits of your 3.1 Give additional help and
own authority in attempting to meet information to your customers in
your customers’ and your response to their questions and
organization’s needs comments about the products or
services your organization provides

1.2 Communicate with your 2.2 Recognize when there may be a 3.2 Discuss expectations with your
customers in a way that provides conflict between your customer’s customers and explain how these
cofidence and reassurance in their needs and the products or services compare with the products or
dealings with your organization offered by your organization services you and your organization
provide

1.3 Manage the time taken to deal 2.3 Take all reasonable actions to 3.3 Inform others of feedback
with your customers in accordance minimize the conflict between your received from your customers and
with organizational guidelines customers’ needs and the products or follow up within the limits of your
services offered by your organization authority

1.4 Reassure your customers that 2.4 Work effectively with others to 3.4 Identify new ways of helping your
you are doing everything possible to resolve difficulties in meeting the customers based on the feedback
keep the commitments made by your needs of your customers and your they have given you
organization organization


Identify customer service problems

Resolve customer service problems

Select the best solution to resolve customer service problems

Implement the solution to customer service


1. Identify Customer Service 2. Select the best solution 3. Implement the solution
Problems to resolve customer service to customer service
problems problems

1.1 Gather and interpret information 2.1 Identify the available options for 3.1 Discuss and agree the proposed
from your customers about problems resolving customer service problems option for solving the problem with
they have raised your customers

1.2 Ask your customers appropriate 2.2 Consult with others to identify 3.2 Take action to implement the
questions to check your and confirm the options available to option agreed with your customers
understanding of their problems resolve those problems

1.3 Identify repeated problems and 2.3 Work out the advantages and 3.3 Work with others and your
alert the appropriate authority disadvantages of each option for your customers to make sure that any
customer and your organization commitments related to solving the
problems are kept.
1.4 Share customer feedback with 2.4 Select the best overall options for 3.4 Keep your customers fully
others to help identify potential your customer and your organization informed about what is happening to
problems before they occur resolve the problems

1.5 Work independently or with 2.5 Suggest to your customer other 3.5 Check with your customers to
others to identify problems with ways that problems may be resolved make sure the problem has been
systems and procedures before they if you are unable to help resolved to their satisfaction
begin to affect your customers
3.6 Give clear reason to your
customers when the problem has not
been resolved to their satisfaction


 Consider safety and security
 What’s the plan folks?


 Maintain personal health and hygiene
 Carry out procedures in the event of a
fire
 Dealing with the discovery of suspicious
items/packages
 Carry out procedures in the event of an
accident
 Maintain a safe work environment for the
customers, staff and visitors
 Maintain a secure work environment for
the customers, staf and visitors

 Clean, smart and appropriate clothing is worn
 Hair is neat and tidy worn in accordance with
organizational requirements
 Jewellery, perfume and cosmetics are worn
in line with organizational requirements
 Cuts, grazes and wounds are correctly
treated by the appropriate person
 Illness and infections are reported promptly
to the appropriate person
 All work is carried out in accordance with
hygiene practices that must be adhered to
within the working environment
 All work is carried out in an efficient and
organized manner in accordance with
appropriate organizational procedures and
legal requirements.


 In the event of a fire, the  Designated assembly
alarm is raised points are reached and
immediately registration done
 Fire fighting equipment is  Unexpected situations are
correctly used in dealt with effectively and
accordance with the appropriate person(s)
manufacturer’s are informed where
instructions and necessary
organization’s procedures  All work is carried out in
 All safety and emergency an organized and efficient
signs and notices are manner in accorance with
adhered to safely and health
 Correct evacuation regulations and
procedures are followed in organizational procedures
a calm, orderly manner
and in accordance with
organizational procedures


What are we doing about accident prevention?


 In the event of an  Comfort and reassurance
accident, basic first aid is are given to injured persons
performed following  Accidents are reported and
recommended procedures documented in accordance
with organizational
 Assistance from the procedures
appropriate person  Unexpected situations are
responsible for first aid is dealt with effectively and
sought immediately the appropriate person(s)
are informed where
 Emergency services are necessary
contacted in accordance  All work is carried out in
with organization the organized and efficient
procedures manner in accordance with
 Appropriate action is take safety and health
regulations and
to ensure safety or injured organizational procedures
and uninjured persons


 How many times
have you witness
unsafe conditions in
your workplace?
 Did you actually do
something about it?
 What did / could
you do / have done?
 Does your workplace
sometimes feel like
the next side of this
screen?


 Hazards and potential  Accidents, damage and
hazards to the safety of non-rectifiable hazards
customers, staff and are reported promptly to
visitors are promptly the appropriate person
identified and rectified  Unexpected situations are
 Customers, staff and dealt with effectively and
visitors are made aware of the appropriate person(s)
all hazards and potential are informed where
hazards in accordance to necessary
the organizational  All work is carried out in
procedures an organized and efficient
 Cautionary measures are manner in accordance
taken to warn customers, with safety and health
staff and visitors of regulations and
hazards and potential organizational procedures
hazards


 What’s wrong in
this picture?
 What’s right in this
picture?
 Compare your
findings…
 Are we guilty of
anything found in
this picture?


 Potential security risks are  Suspicious individuals are
identified and reported to politely challenged or
the appropriate person in reported promptly to the
accordance with the appropriate person
organizational procedures
 Customer and staff areas  Unexpected situations are
are correctly secured dealt with effectively and
against unauthorized the appropriate person(s)
access are informed where
 All establishment storage necessary
and security facilities are  All work is carried out in
secured against an organized and efficient
unauthorized access manner in accordance
 Establishment, staff or with safety and health
customer lost property is regulations and
promptly reported to the
appropriate person organizational procedures


Blades & Blades Consultancy Services
Maxwell Hill, Christ Church
T. 246.420.4826
E. info@bladesandbladesconsultancy.com
W. www.bladesandbladesconsultancy.com
Twitter: http://twitter.com/richieb93
LinkedIn: http://www.linkedin.com/in/richieb


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