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

1. Customer Service within the
Facilities Industry
CU854: Supporting the Customer Service Environment

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. 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. Range of Jobs in Customer Service

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. Effective communication
Verbal – What you say
Vocal - How you say it / tone
Non-verbal – Body language /
Expressions

7. Effective communication
Verbal – What you say
Vocal - How you say it / tone
Non-verbal – Body language / Expressions

8. Effective communication by phone
When talking to customers on the phone
What points should you remember?

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. 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. 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. 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. 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. 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. 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. Quiz to check understanding
Now you have discussed Customer Service in the
Facilities Industry – what do you know?