What is Customer Services Communicate effectively with customer/staff Developing and maintaining customer service standards through communication Planning good customer service

1. Customer Service
BUSINESS
COMMUNICATION

2. Objectives
Today we will learn about
 What is Customer Services
 Communicate effectively with customer/staff
 Developing and maintaining customer service
standards through communication
 Planning good customer service

3. Customer Service
• Any or all interactions which the customer has
with your organization while conducting
business
• It is the ability to provide a service or product in
the way it has been promised
• It is also about treating customers with respect,
individuality, and personal attention

4. Customer Service - GUEST
• G – Greet the customer
• U – Understand customer needs
• E – Explain features and benefits
• S – Suggest additional items
• T – Thank the customer

5. Greeting Customers
The purpose is to create and maintain a welcoming
environment - how can we achieve this?
• Be attentive, acknowledge a person as soon as they appear,
even if you’re busy
• SMILE!
• Establish eye contact
• Tell them your name
• Ask how you can help
• Give the customer your full attention
• Be polite and courteous……………
GREETING CUSTOMER

6. Communication is a 2-way Process
Communication skills involve:
• Listening to others (Receiving) message
• Asserting/ Expressing (Sending)
sender
receiver
sender
receiver
Barriers

7. PURPOSE OF COMMUNICATION
• Express thoughts, ideas and feelings
• Creating awareness
• To fulfill a goal
• Avoid isolation
• Highlight issues
• Progress, development
• Educating the mass etc.

8. The Communication Equation
Whatyou hear
• Toneof voice
• Vocalclarity
• Verbalexpressiveness 40%of the message
Whatyou seeor feel
• Facialexpression
• Dressand grooming
• Posture/BodyLanguage
• Eye contact
• Touch
• Gesture 50%of themessage
WORDS…….. ONLY10%of themessage!

9. Effective Communication Skills
Eye contact & visible mouth
Body language
Some questions
Encouragement silence
to continue
Summarising Checking for understanding
what has been said Smiling face
Effective
Communication skills

10. Barriers to Effective Communication
Language Noise
Time Distractions
Other people Put downs
Too many Lack of interest
Questions
Distance Disability
Discomfort
with the topic
Barriers to
effective communication

11. Personal Barriers
 Barriers in Superior
 Attitude of Superiority
 Fear of challenge of authority
 Lack of time
 Lack of awareness
 Lack of initiative
 Unwillingness to communicate

12. DISADWANTAGE OF INEFFECTIVE
COMMUNICATION
• Complaints from staff, customers/clients
• Dissatisfaction amongst staff
• Poor quality work
• Frequent errors
• Large staff turnover
• Deadlines not being met
• Conflict amongst staff

13. Using Your Voice
Do you
• Become loud when angry or upset
• Speak faster when nervous
• Speak slowly when tired or bored
• Have a cheerful voice
• Find it easy to talk to people you don’t know
• Control your tone in most situations
• Sound bossy, weak or unsure
• Have a clear and easy-to-hear voice
• Speak in a very formal or very trendy manner
Think about how you might modify your voice in certain
situations

14. TIPS FOR EFFECTIVE COMMUNICATION
• Create an open communication environment.
• Always keep the receiver in mind.
• Avoid having too many transfer stations.
• Do not communicate when you are emotionally
disturbed.
• Be aware of diversity in culture,language,etc.
• Select the most suitable medium.
• Analyze the feedback

15. Body Language for a Positive Result
Brainstorm some examples of good body language
Smile
Introduce yourself (if appropriate) or wear a name badge
Shake hands if appropriate
Lean forward
Be aware of cultural differences
Make an eye contact when speaking to customers
Be a good listener and show interest in what the
customer is saying
Smile

16. Guaranteeing Return Business
• Leave a positive impression, smile
• Check customers have everything they need
• If you’ve said you’ll follow-up, do so
• Tell them something that may be useful to them later
(e.g. new service starting soon)
• Invite them back
• Say goodbye

17. Presentation and Manner
Does your Organization have a policy on presentation?
• Uniforms, badges, etc
• Personal hygiene
• Clothing – appropriate to the situation
• Hair – cleanliness and style
• Accessories – jewellery , earrings, watches, tattoos,
• Expression – facial expressions
• Tone of voice
• Body language
• Surroundings (Can they see a messy desk? Dead
flowers in the vase? Eating your lunch?...)

18. Customers with Special Needs
• People for whom English is not their first language
• People with disabilities
• People from other areas who may not be familiar with
the way things are done here
• People with limited mobility
• Unaccompanied children

19. The Angry Customer
• Listen carefully without interrupting so you could
understand the problem
• Empathize in a broad way
• Stay calm and remain polite
• Don’t escalate the problem
• Don’t take it personally, be defensive or blame others
• Propose an action plan and follow it
• Seek support if you are scared, if you can’t agree on a
solution or if the customer asks to see “whoever’s in
charge”

20. Role Play
In pairs, one person takes on the role of a
customer and one is the volunteer
• Use your own scenario if you have one
• Swap after 5 minutes

21. Workshop Objectives
Today we have learnt about
 What is Customer Services
 Communicate effectively with customer/staff
 Developing and maintaining customer service
standards through communication
 Planning good customer service

22. THANKYOU

23. Questions