Apropos CustService FREE Workbook

5/20/2018 Apropos CustService FREE Workbook

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Customer Service TrainingWorkbook

A free resource provided by Apropos Productions Ltd.

www.aproposltd.com 1


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Customer Service Is It Important to you?

Think about a time when you received excellent customer service.

What made it so excellent? How did the individual or company

make you feel special?

List all the things you can remember about the experience below.Be prepared to share your experience with a partner.

ood service looks like!

"ow think about a time when you received appalling customerservice. What made it so bad? #gain list your recollections belowand be prepared to share your experience with a partner.

Bad service looks like!

$id you complain about the poor customer service? %es"o

$id you acknowledge the excellent customer service?%es "o



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Caracteristics of !"ce##ent Customer Service

Communication supplying needed information in aclear&convenient way

Consistency service one day being like service another day

$ependabi#ity doing what you say you will

%riend#iness positive and supportive

%airness trying honestly to do what's in the customer'sbest interest(

keeping the interest of your company in mind

%#e"ibi#ity willing to ad)ust service to *t customer need

&esponsiveness moving +uickly and e,ectively to meetcustomer need and re+uests

&espectfu#ness not wasting the customer's time( listeningwithout interruption

Sincerity being honestly and truly concerned with servingcustomer needs

Specia#ty meeting specialised needs

Sensitivity treating customers as important and being alert andcaring

So#ving Prob#ems taking action +uickly and decisively



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-our Types of ervice'a#ancing your Procedures (it te Persona#

%ree)ermessage *We don+t care+

/roceduralslow( inconsistent( disorganised( chaotic(inconvenient

/ersonalinsensitive( cold&impersonal( apathetic(

aloof( uninterested

%actorymessage *,ou+re a number+

/roceduraltimely( e,icient( uniform

/ersonalinsensitive( apathetic( removed( aloof



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%riend#y -oomessage *We try ard but don+trea##y kno( (at (e are doing+

/rocedural

slow( inconsistent( disorganised( chaotic

/ersonalfriendly( personable( welcoming(interested( tactful

%ocusedmessage *We care and de#iver+

/roceduraltimely( e,icient( uniform

/ersonalfriendly( personable( welcoming(

interested( tactful



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#dapted from! 0uality 1ustomer ervice( William B. 2artin( /h.$



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Spot te comp#aint

The cash machine outside isn't working( can you cash a

che+ue for me?

There are no brown loaves on the shelf( do you haveanymore in stock?

The petrol pump handle was dirty( do you have anytissues?

3'm not happy about the service 3've received today( 3want to speak to the manager.

3've been standing in this +ueue for seven minutes.

4Telephone5 Hello( this is 2rs mith( the engineer stillhasn't arrived to *x the washing machine.

4Telephone5 Hello( this is 2r 6ones from number six(

please tell the postman to stop dropping elastic bandson the doorstep.

This kettle is faulty( the switch doesn't stay down.

3 did ask for an aisle seat on the 7ight.

The carriage was really noisy with all those mobilephones going o,.

3 was disappointed with the last lot of plants 3 boughtfrom here( they had withered within the month.

These carrier bags are useless( the handles keepsnapping 8 3 dropped a full bag of shopping last weekand bruised all my apples.

3 tripped over that paving stone on the street outside

your shop( do you have a tissue that 3 can clean myselfup with?



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The wine appears to taste funny 8 is it okay( do youthink?

2y meal isn't hot enough( do you think you couldreheat it for me?



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/anaging $i0icu#t Customers&eact vs &espond?

Te emotiona# brain"atural behaviours

Te tinking brainLearned behaviours

3nstinctive 1onstructive

3mmediate /roblem solving

3mpulsive 1ontrolled

3rrational 9ational

:3;centred' :We;centred'

The situation controls us We are in control of ourselvesand can therefore guide thesituation

#ggressive&passive&submissivebehaviours

#ssertive behaviour

&!ACT &!SP12$



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Conveying te *&igt Image+

etting your image right the *rst time can be di,icult inthe workplace. Whether you are on a building site( in the

reception of a large multi;national corporation or workingat a local *sh < chip shop( your customers 4internal andexternal5 will make some pretty strong )udgments about

you 4positive or negative5( through your :professionalimage'.

That is why it is important to be slightly :self aware'about how you are coming across at all times.

&ate yourse#f3 Circ#e 4 if no improvement isre5uired circ#e 6 or 7 if you need considerab#eimprovement. 'e onest and if uncertain a#so ask aco##eague8friend for teir opinion.

=xcellent

ood

-air

Weak

/oor

Hairstyle( hair grooming4appropriate length @ A

/ersonal habits ofcleanliness4body5

> @ A

/ersonal habits ofhygiene4hands( *ngernail @ A

#ttire and )ewellery

4appropriate5

> @ A

"eatness4shoes( boots( suitableand tidy5

> @ A

eneral grooming4appear professional5

> @ A

#ppropriate words


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!"amp#e3 /essage I have been waiting ages to speak tosomeone!

6 >


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7

B

@



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!9!&CIS!

9efer to your examples of poor telephone service ande,icient&friendly telephone service and create your checklist.

:ood Te#epone !ti5uette Poor Te#epone !ti5uette



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&ea#ity ceck ;o( (e## do you communicate?

The Dniversity of 1ambridge has identi*ed key behavioural skillsthat are demonstrated by e,ective communicators. 3n the tablebelow( score yourself in each of the areas.

E Fey 'eaviours Sca#e 6 G 6H 6 very poor to 6H e"ce##entD

. #ctive Listening

A. peak =,ectively

@. #sk Cpen0uestions

. /ositive #ttitude

>. Build 9apport

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