Customer Service

2.1 Demonstrate the knowledge, skills and attitudes to enter, stay in and progress in the industry.

2.2 Demonstrate the qualities and behaviours that exhibit professionalism.

2.3 Communicate effective in workplace settings.

2.4 Demonstrate the ability to work with others internally (co-workers) and others (guests)

What is Customer Service

• Helping customers in need• Assisting customers to find the right product• Solving problems (i.e. returning merchandise)• Polite• Informed (about the product / service)• Communication skills• Leadership Skills

What are some traits of Good service?Bad service?

8 traits of Good service/Bad service

• Fast / Quick• Understanding• Know your information• Polite and courteous• Patience• Appropriate dress/hygiene• Customer is always right• Going above and beyond

(discount or perks)

• Slow• Incompetent• Rude• Clueless• Unprofessional appearance• Stubborn/argumentative• Impatient• Bad language

Shep Hyken

Activity

• In a group of 2-3 people create an alphabet of customer service related words / phrases:

• i.e.:• A= Attitude• B= Be available• C= courteous• You may not use these examples

• A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.Mahatma Gandhi

• Do what you do so well that they will want to see it again and bring their friends.Walt Disney

• There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.Sam Walton, Founder of Wal-Mart

• Your most unhappy customers are your greatest source of learning.Bill Gates

#1 Positive language• The art of using words and phrases to create a positive image in the

customer's mind-with an emphasis on what can be done, not on what can not.

• Shows a willingness to serve and a commitment to building customer loyalty. It's especially important to use positive language when saying no or delivering bad news to a customer.

Example 1 Without positive language: "You have to take the system offline before I can make the repair."

With positive language: "In order to make the repair, I need to temporarily take the system offline. This prevents permanent loss of stored data."

Example 2Without positive language: "I can't get you that product until April; it's backordered."

With positive language: "That product will be available in April. I can place the order for you now and make sure the product is sent to you as soon as it reaches our warehouse."

#2 Listening

• Customers need to feel that they've been heard and understood.

• 3 keys to good listening in any customer service situation.1. Focus. (This is the hardest part!) 2. Listen for key facts and key feelings. 3. Take notes. (Nobody has as good a memory as

he or she wants to believe.)

#3 Confirming Satisfaction

This skill demonstrates to the customer three important things:

1. That you care about getting it right 2. That you're willing to keep going until you get it right 3. That the customer is the one who determines what "right" is.

Confirming satisfaction also accomplishes a smooth, subtle shift in "ownership" of the issue.

When the customer says in his or her own words, "Yes, I'm satisfied," the transaction is complete and successful in the customer's mind as well as in yours.

Scenario: What would you do?• Out for a late lunch with her 15-month-old son last

April, a Detroit mother found a nasty surprise waiting at her local Applebee's. When the woman's toddler began acting bizarrely after taking a few sips of the apple juice she'd ordered him, the mom sampled the drink herself, which turned out to not be apple juice at all. The boy had accidentally been served an alcoholic margarita, a slip-up that could have been fatal.

• The tot was rushed to the hospital as a precaution — he has since been cleared and released — but doctors said the boy could've died had he drank the whole cup.

• You are the Manager…What would you do?

Assessment2.1 Demonstrate the knowledge, skills and attitudes to enter, stay in and progress in the industry.

2.2 Demonstrate the qualities and behaviours that exhibit professionalism.

2.3 Communicate effective in workplace settings.

2.4 Demonstrate the ability to work with others internally (co-workers) and others (guests)

Write two real personal experience stories involving service. a. First write about the best customer service you have ever had. This does not have to do with travel (it can). This should be more about great customer service. b. Your second story should be about the worst customer service you have ever had. Follow the same parameters as the first story. In both stories you should be as descriptive as possible.

Clearly show the audience what made the two occasions so great/terrible.

Complete the graphic organizer provided by Mr. Fletcher