LO5 – Customer service

By the end of this lesson you should be able to:

Identify various methods of communicating with the customer.

Identify the benefits of methods of communication.

Identify methods used to ensure quality.

Demonstrate knowledge through group work and answering exam question.

Words – 7%

Tone of voice – 38%

Body language – 55%

Face to face Immediate feedback Identify uncertainties and clarify Personal

Influence on impression made Body language Facial expression Professional appearance Tone of voice and manner

Telephone Customer doesn’t leave home General/brief enquiries Quick and inexpensive

However: less rapport than face to face lose advantage of visual clues.

Policy Number of rings Form of welcome Procedure of call, including closing

Training Talking pace Patience Helpful, courteous language Telephone body language Questioning for understanding Prompts for information Listening skills

Written – advantages:

Creates a record Confirms understanding Provides reassurance Allows customer time

Incoming Dealt with promptly Acknowledgement of receipt to customer

Outgoing Accurate, well presented and timely Personalised

Email - advantages Less formal than letter Receipt when not at desk Can draft before sending Other features of email

Email - disadvantages Customer expectation of speedy response Tone can be misread

Website – can communicate on website through:

selling services and products providing information obtaining information

Having quality management systems in place can help ensure good internal and external customer service.

Total quality management – getting it right first time.

Investors in People – internal customer focuses on staff training and development.

Benchmarking – monitor your standards against those of the market leader.

Various standards exist that promote effective quality to the internal and external customer:

ISO 9000Scottish Quality Management SystemBritish Standard BS5750