FOCUSTHE CUSTOMER SERVICE ASSURED NEWLETTER

OCTOBER 2015

v 'IService Assured Programme kicks off

nnovative Customer v 'Body Language and Communication Skills’ Training Session

SR EE RM V

IO CT

ES

U A

C SS

URED

CSA

ISSUE 01

Local businesses who have signed up to Customer Service Assured (Malta), with the potential of differentiating themselves from their competitors, over the past weeks have started reaping the benefits of the new and innovative CSA programme.

Focused on providing organizations and retail outlets with the necessary support, tools, skills and professional expertise in customer experience management, the CSA (Malta) Programme is adapted according to the industry and its purpose. The programme provides organizations with timely and regular customer experience data and also includes well-designed and innovative customer service/sales training sessions led by training consultant Paul Vincenti.

Thriving DIY Superstore BigMat (Malta), one of the companies who have signed up to the CSA Programme in recent weeks were full of praise for the intensity at which the programme keeps driving the organization and its employees to consistently keep improving the holistic customer experience.

BigMat (Malta) General Manager Noel Attard said “although as of today we are nowhere close to reaching service excellence, with Customer Service Assured, we have found a business partner we can trust and have the expertise to help us continuously enhance the customer experience and most importantly our culture of service. Their Business philosophy is very simple service excellence is what drives sales growth and profitability.”

INNOVATIVE CUSTOMER SERVICE ASSURED PROGRAMME KICKS OFF

Social media is the fastest grow means of communication. At the click of a button, today you can keep up-to-date with case studies and innovative ways of how to excel in customer experience management. Sign up to our

86% of consumers will pay more for a better customer

experience.Source: RightNow Customer Experience Impact Report

SIGN UP TO OUR FACEBOOK PAGE - keep updated with the latest trends and improve your customer experience skills

v Free and exclusive articles and material: Sign up to our Facebookpage

v Earning the CSA ServiceMark - becoming a recognised outlet

facebook page www.facebook.com/csamalta and receive free and exclusive material.

mobile: +356 9971 2291website: www.csamalta.com

email address: info@csamalta.com

CUSTOMER SERVICE ASSURED OFFICE LUXE APARTMENTS, NUMBER 5, ABBE DE VERTOT STREET, ST.JULIANS

The difference between the words people speak and our understanding of what they are saying comes from non-verbal communication, otherwise known as "body language." By developing your awareness of the signs and signals of body language, you can more easily understand other people, and more effectively communicate with them. Here are a few points which can help you:

Successful face to face communication depends primarily upon our body language (55% - how we stand, smile, use our body when we speak), then on the tone we use (38% - do we sound bored, in a bad mood, excited to be assisting the customer) and finally on the words we say (7% - do we use negative or positive words).

We don't have to wait for a customer to come face-to-face with us before we decide to smile. Even from a distance always welcome customers with a BIG smile!

While serving customers, we need to keep an eye out for other customers who may need our help. Smile and show a customer that you noticed them and that you will soon attend to them (use the phrase 'I will be with you in a minute').

First use the right question to ask the customer what it is they need. Then, listen to their needs carefully.

Follow this up by ask them at least 3 questions to clarify what their need is (use what, how, where, why questions). Recap what it is you heard them tell you. Now assist them with their need/s.

Offer to wrap, pack or carry things for the customer when and where possible.

Always thank them for choosing your outlet as they leave – use the BigSmile

Three components (face, arms/hands, feet) within our body language need to be synchronised together. The smile on our face needs to match the openness we portray with our hands and coupled with our body leaning slightly more towards the customer.

We should never assume we know the needs of our customers, even if we are correct.

Always ask them if you can help them with anything else – be sincere!

THE CUSTOMER SERVICE ASSURED NEWLETTER

'BODY LANGUAGE AND COMMUNICATION SKILLS’ - REFRESH YOUR MEMORY

S ER RE VM I CO ET

S A

U S

C SU

RED

2015

CSA

PLATINUM

For more information visit www.csamalta.com

EXCELLENCE

S ER RE VM I CO ET

S A

U S

C SU

RED

2015

CSA

GOLD

For more information visit www.csamalta.com

S ER RE VM I CO ET

S A

U S

C SU

RED

2015

CSA

SILVER

For more information visit www.csamalta.com

S ER RE VM I CO ET

S A

U S

C SU

RED

CSA

BRONZE

2015For more information visit

www.csamalta.com

Our ServiceMark represents important customer service criteria and benchmarking standards that create and enhance customer experience in business.

This ServiceMark offers a great opportunity for an organisation to develop service capabilities and expose the level of its customer service. The service criteria and benchmarking standards will vary depending on the industry and sector a business is working in.

During the year an organisation is allotted points based on the results of the mystery shopping sessions, the outcome of the various customer feedback surveys and the audit of the customer complaint management system. Each of the categories is assigned a maximium number of points.

The classification of the earned CSA ServiceMark will be based on the total points accumulated at the end of December.

EARNING THE CSA SERVICEMARK - A CHANCE TO STAND OUT

CSA ServiceMark classification