Customer Service Training One Stop

ONE STOP

Customer Service
Training

Objectives
Today we will look at:
 Why customer service is important
 Communicating effectively with customers
 Creating a positive impression
 The skills needed for excellent customer service  Planning good customer service
 Handling difficult customers

Ice Breaker
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Exercise
• Why bother with customer service?
• Who are our customers?
• What do our customers want? (more on this later) Vision

– The best place to live and work and the best
Council around - best through the eyes of residents and staff

Priorities
• Priorities
– People
– Homes
– Jobs
– Place
– Performance

Values
• Our Values underpin all work we do by listing our business objectives, defining how we go about our work and showing how we intend to make our visions a reality by becoming:
– A caring and fair council
– A listening council
– An ambitious council
– A responsive council
– An efficient council

Where Do I Fit In?
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Know and understand core values
Be prompt and efficient
Maintain accurate records
Job Description
PDR
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Regular feedback
Training and development
Working within a team
Intranet
Gen magazine

Who are Customers?
Definition of a customer
Internal/external customers
Customers are people who need your assistance.
They are not an interruption to your job, they are the reason you have a job..

What does Excellent Customer Service look like? Definition:
What describes EXCELLENT service and BAD service?

Good customer service is taking that extra step to help without being asked! It’s all about attitude and skills.

Attitude Checklist
What attitudes assist in providing good service?
• Enjoy helping people
• Read people well
• Care for your customers
• Patience
• Calming presence
• Energy
• Enthusiasm
• Give fair and equal treatment to all

Presentation
How should we present ourselves?
• Name badge
• Personal hygiene
• Clothing – appropriate to the situation
• Hair – cleanliness and style