m4 - business studies - customer service
Post on 20-Jan-2015
385 Views
Preview:
DESCRIPTION
TRANSCRIPT
M4 Business Studies
Customer Service
Customer Service
What is customer service?
Customer service is the series of activities that attempt to improve customer satisfaction before, during and after the sale of a product or service.
Customer Service
Some examples of customer service: Returning damaged goods. Helping a customer book a flight. Ordering a new mobile phone battery for
a customer. Explaining to a customer why food they
have ordered is taking a long time. Dealing with a customer complaint.
Customer Service
Why is customer service important? Helps to sell your product or service. Good customer service will make
customers want to return. A happy customer will tell 2-3 people
about the experience, but an unhappy customer will tell 8-9 about the complaint.
Good Customer Service
What is good customer service? Be friendly Can you give me some more examples?
Good Customer Service
Be friendly, approachable and polite. Listen to your customers. Deal with complaints quickly. Always answer your phone or emails. Always thank your customer. Ensure your staff are happy and well
trained. Good body language.
Body language
Body language is very important to the customer.
Are the staff smiling, do they greet you and do they make eye contact?
Are the staff open and friendly? Or do they look grumpy, slump in the
corner and ignore you? Do they chew gum and sigh all the
time?
Bad Customer Service
What is bad customer service? Being rude Can you give me some more examples?
Bad Customer Service
Ignoring your customer. Chatting with friends. Using your phone.
Being rude. Clueless staff. Managers that don’t speak with
customers. Staff that are difficult to find or contact.
Task 1
Think about your experience as a customer.
In groups can you work together and think of 1 example of good customer service and 1 example of bad customer service that you have experienced.
Add your experiences to the website. Don’t forget to add the names of the people in your group!
Task 2
Time for something a little different…
You are to work in your groups and present a role play to the rest of the class.
Imagine you are running a business and a customer has a problem.
Task 2
You are to create 2 role plays. The first should give examples of bad
customer service, what not to do. The second should give examples of
good customer service, showing how the staff should have dealt with the complaint.
Task 2
Think about: Who is the business? What is the customer complaint? What examples of bad customer service
will you use? What examples of good customer service
will you use? Remember, use the same business and
complaint for your good and bad examples!
top related