The document outlines key points from a training session on customer service. It discusses the importance of customers, what customers want from service, the five F's of customer service (first impressions, friendly welcome, find out, fulfill needs, fond farewell), and asks participants to identify actions they will take to improve customer service. The goal is to help participants understand good customer service and how to apply it in their own work.

1. Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials
Customer Service

2. Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
By the end of the Power Hour you will be able to:
• State some of the effects of good (or poor) customer service
on business success
• Describe what constitutes good customer
• Explain the 5 “F”s of customer service, and what they look like
in your organisation
• Identify practical things that you can do
to provide good service every time you
interact with a customer.

3. Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
The Customer
• A customer is the most important person in business –
without him or her there would be no business
• A customer is the most important person – in person,
in writing or on the telephone
• A customer is not dependent on us – we are dependent
on him or her
• A customer is not an interruption to our work; he or she
is the purpose of it
• A customer is not someone with whom to argue or match wits: No one
ever won an argument with a customer. Win an argument, lose a customer
• A customer is not a cold statistic – he or she is a flesh and blood human
being with emotions and feelings, just like ourselves.

4. Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
What Customers Want
1. To be taken seriously 10. Knowledgeable help
2. Competent, efficient service 11. Friendliness
3. Anticipation of their needs 12. To be kept informed
4. Explanations in their terms 13. Follow-through
5. Basic courtesies 14. Honesty
6. To be informed of the options 15. Feedback
7. Not to be passed around 16. Professional service
8. To be listened to (and heard) 17. Empathy
9. Dedicated attention 18. Respect

5. Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
The Five F’s of Customer Service
First Impressions
Friendly Welcome
Find Out
Fulfil Needs
Fond Farewell

6. Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Make it Work at Work
What are you going
to DO as a result of
this Power Hour
Session?

7. Customer Service
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
These slides have been produced as an optional
resource to support a Bite-Size Training session on this
subject.
A full set of materials, including detailed Session
Leader’s Guide, Delegate Workbook and supporting
activities can be purchased from our Training Shop
Our Training materials are licence-free, but are for use
by the purchaser only.
They CANNOT be passed or sold on.