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2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations

Unit 2: Developing Customer Relations

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2.2 Appropriate Presentation and Interpersonal Skills

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ContentsContents

Teacher’s notes included in the Notes Page

Flash activity (these activities are not editable) Extension activity Web addresses Sound

Printable activityKey skills

For more detailed instructions, see the Getting Started presentation

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Customer service situations

In this section, you will consider how to apply presentation and interpersonal skills in different customer service situations.

Urgent and non-urgent situations

Difficult and routine situations

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Situations skills

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face-to-face in writingby phoneby e-mail

Situations skills

How might organizations deliver customer service?

Organizations can deliver customer service in a number of ways, but the skills selected need to be suited to the situation.

Under what circumstances would each of these methods be most appropriate?

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Situations skills

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Response time

The way a customer service situation is dealt with may also vary according to the time available to react.

Some organizations specify response times for customer requests and communications from different sources.

For example:

• If you ring us within the working day, we will answer the phone within three rings.

• If you e-mail us, we will acknowledge that e-mail within one working day and respond within three.

• If you write to us, we will respond within five working days.

What benefits does this practice have for organizations and their customers?

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Urgent and non-urgent situations

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Routine and difficult tasks

In order to deal with customer service situations efficiently, organizations will often classify tasks as being either routine or difficult.

Routine tasks are those that are dealt with on a regular basis and involve similar responses.

Difficult tasks do not just involve difficult customers, but describe situations that are new and require some assistance in dealing with.

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Difficult situations

In customer service, difficult situations can often seem overwhelming, but must be dealt with calmly.

understand the organization’s procedures for dealing with such situations and act accordingly

When faced with a difficult situation, it is important to:

identify the most appropriate person to ask for help and do so

obtain the necessary documents for recording details of the situation

record details of the problem in full to pass on to the appropriate people.

Have you ever been in a difficult situation at work or school? What did you do to resolve it?

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Assignment: Customer service situations

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Build the business!

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Glossary