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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
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?




             Blades & Blades c2011
 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




             Blades & Blades c2011
 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




                                     Blades & Blades c2011
 Establishing   effective relationships with
  customers
 Respond appropriately to customers
 Communicate information to customers




                 Blades & Blades c2011
 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




                           Blades & Blades c2011
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

                        Blades & Blades c2011
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



                Blades & Blades c2011
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.




                    Blades & Blades c2011
 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

                  Blades & Blades c2011
1. Prepare to deal with customers




Deliver reliable customer service
                                           2. Give consistent service to customers




                                                 3. Check customer service delivery


                         Blades & Blades c2011
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.

                                                            Blades & Blades c2011
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


                                                                                    Blades & Blades c2011
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




                                                           Blades & Blades c2011
Identify customer service problems




Resolve customer service problems

                                                   Select the best solution to resolve customer service problems




                                                            Implement the solution to customer service




                               Blades & Blades c2011
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




                                                            Blades & Blades c2011
 Consider safety and security
 What’s the plan folks?




                           Blades & Blades c2011
 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
             Blades & Blades c2011
   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.




                                        Blades & Blades c2011
   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


                     Blades & Blades c2011
What are we doing about accident prevention?




           Blades & Blades c2011
   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


                     Blades & Blades c2011
 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?


               Blades & Blades c2011
   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



                    Blades & Blades c2011
 What’s  wrong in
  this picture?
 What’s right in this
  picture?
 Compare your
  findings…
 Are we guilty of
  anything found in
  this picture?


              Blades & Blades c2011
   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 c2011
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



           Blades & Blades c2011

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Customer Care Workshop 2011

  • 1. 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
  • 3.  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? Blades & Blades c2011
  • 4.  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 Blades & Blades c2011
  • 5.  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 Blades & Blades c2011
  • 6.  Establishing effective relationships with customers  Respond appropriately to customers  Communicate information to customers Blades & Blades c2011
  • 7.  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 Blades & Blades c2011
  • 8. 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 Blades & Blades c2011
  • 9. 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 Blades & Blades c2011
  • 10. 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. Blades & Blades c2011
  • 11.  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 Blades & Blades c2011
  • 12. 1. Prepare to deal with customers Deliver reliable customer service 2. Give consistent service to customers 3. Check customer service delivery Blades & Blades c2011
  • 13. 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. Blades & Blades c2011
  • 14. 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 Blades & Blades c2011
  • 15. 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 Blades & Blades c2011
  • 16. Identify customer service problems Resolve customer service problems Select the best solution to resolve customer service problems Implement the solution to customer service Blades & Blades c2011
  • 17. 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 Blades & Blades c2011
  • 18.  Consider safety and security  What’s the plan folks? Blades & Blades c2011
  • 19.  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 Blades & Blades c2011
  • 20. 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. Blades & Blades c2011
  • 21. 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 Blades & Blades c2011
  • 22. What are we doing about accident prevention? Blades & Blades c2011
  • 23. 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 Blades & Blades c2011
  • 24.  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? Blades & Blades c2011
  • 25. 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 Blades & Blades c2011
  • 26.  What’s wrong in this picture?  What’s right in this picture?  Compare your findings…  Are we guilty of anything found in this picture? Blades & Blades c2011
  • 27. 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 c2011
  • 28. 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 Blades & Blades c2011