Course Overview
This qualification provides candidates with the skills required
to deliver efficient and reliable customer service. They will gain
an understanding of customer expectations and needs and will be able
to deal effectively with customer queries and complaints.
Learning Outcomes
• how to deliver good customer service
• different communication methods
• how to provide good customer service in line with organizational
procedures
• how to effectively deal with customer queries, problems and
complaints
Course Outline
Section 1 : Deliver Good Customer Service
1.1
Different types of customers.
1.2 Different needs of customers.
1.3 Customer satisfaction.
1.4 Customer expectations.
At the end of this section candidates should be able to:
• Identify internal and external customers
• Identify that customers may have special needs and be able to
state what these special needs might be.
• Identify that customer satisfaction occurs when a customer is
happy with the service provided. This will provoke
different feelings in different people.
• Identify that customer expectations are what customers think
should happen and how they believe they should be treated when
asking for or receiving customer service.
Section 2 : Communication Methods
2.1 Effective
methods of communication to use when dealing with different
customers.
2.2 Use questions when dealing with different customers.
2.3 Positive and negative body language and facial expression.
2.4 Customers’ body language impacts on customer service.
2.5 Own body language impacts on customer service.
At the end of this section candidates should be able to:
• Identify that different customers will have different needs
and expectations.
• Judge customers’ expectation by identifying and
understanding their needs through the use of well-developed
inter-personal skills, such as
questioning.
• Explain that body language is about interpreting facial
expressions, gestures and posture together with the words a customer
uses.
• Describe the potential impact of a range of body language
variations displayed by the customer.
• Be aware a service deliverer also conveys messages through their
own body language.
Section 3 :
Provide Good Customer Service in Line
with Organizational Procedures
3.1 Importance of
providing products and services which are ‘fit for purpose’.
3.2 Importance of customer and organization confidentiality.
3.3 Limits of own authority.
At the end of this
section candidates should be able to:
• Understand that customer expectations are what customers think
should happen and how they believe they should be treated when
asking for or receiving customer
service. Understand how customer expectations are formed.
• Be aware of the need to
protect customers and their organization's interests when working
with customer service records. Understand any loyalty and goodwill
which exists between customers and the organization will be lost if
confidentiality is breached.
• Be aware that many organizations have recognized systems and
procedures for solving and dealing with customer problems and
complaints. Be aware of the limit of their own authority to make
decisions.
Section 4 :
Effectively Deal with Customer
Queries, Problems and Complaints
4.1 How to deal with
customer queries.
4.2 Common customer problems and complaints.
4.3 How to deal with problems and complaints.
At the end of this section candidates should be able to:
• Understand it is always
vital to communicate in a clear, polite and confident way.
• Identify a variety of common customer problems and
complaints.
• By judging a customer’s expectations through identifying and
understanding their needs, candidates should be able to explain this
may often mean they have to adapt their own behavior and adapt how
they communicate with the customer.
ADVANCED ACTIVITIES
Your Customer’s Requirements
Know your external customers
Why are customers so important?
- Exercise
- Case Study
- Case Study
- Exercise
Identifying your internal customers
- Exercise
Comprehension Check
Making Connections
Think and Apply
Meeting Customer Requirements
Know your organization
- Exercise
Know your industry
- Case Study
Working to a Standard
- Exercise
Setting standards
- Exercise
Customers’ Rights
Agreeing a Contract of Sale
- Case Study
- Exercise
What Customers Can Lawfully Expect
- Case Study
- Exercise
When Things Go Wrong
Customers’ Rights When Buying Services
- Exercise
People Have a Right to be Respected
Team Leaders’ Responsibilities
Comprehension Check
Making Connections
Think and Apply
Understanding Communication
The basics of communication
- Case Study
The message
The channel
- Case Study
- Exercise
Noise
Reducing noise and distortion
Ensuring clear communication
Choose your channel
Comprehension Check
Making Connections
Think and Apply
Speaking and Listening Effectively
1. Pay attention
2. Maintain eye contact
3. Don’t interrupt
4. Be physically alert
5. Give verbal and non-verbal cues
- Exercise
6. Ask questions to understand the message
7. Summarize
- Case Study
Avoid misunderstandings
- Case Study
Avoid communication barriers
Ask for clarification
- Case Study
Comprehension Check
Making Connections
Think and Apply