tlii207d - apply customer service skills - learner guide

TLII207D Apply

customer service

skills Learner Guide

Contents

What this Learner’s Guide is about ........................................ 3 Planning your learning ........................................................... 4 How you will be assessed ...................................................... 6

Section 1............................................................................................. 7 Dealing with customer inquiries ............................................. 7

Section 2........................................................................................... 37 Ensure customer comfort ..................................................... 37

Additional resources....................................................................... 49

Feedback on activities .................................................................... 51

TLII207D Apply customer service skills

Page 2 © Australian National Training Authority 2003 ADELG1060 Customised and developed by Armstrong’s Driver Education Pty Ltd February 2009


© Australian National Training Authority 2003 Page 3 Customised and developed by Armstrong’s Driver Education Pty Ltd ADELG1060

What this Learner’s Guide is about

This Learner’s Guide is about the skills and knowledge required to apply routine customer service skills to relevant workplace operations including dealing with customer inquiries, monitoring customer satisfaction and taking appropriate action to satisfy customer needs.

The Elements of Competency from the unit TLII207D Apply customer service skills covered in this Learner’s Guide are listed below.

Deal with customer inquiries

Monitor customer satisfaction

This unit of competency is from the Transport and Logistics Training Package (TLI07).



Planning your learning

It is important to plan your learning before you start because you may already have some of the knowledge and skills that are covered in this Learner’s Guide. This might be because:

• you have been working in the industry for some time, and/or

• you have already completed training in this area.

Together with your supervisor or trainer use the checklists on the following pages to help you plan your study program. Your answers to the questions in the checklist will help you work out which sections of this Learner’s Guide you need to complete.

This Learner’s Guide is written with the idea that learning is made more relevant when you, the learner, are actually working in the industry. This means that you will have people within the enterprise who can show you things, discuss how things are done and answer any questions you have. Also you can practise what you learn and see how what you learn is applied in the enterprise.

If you are working through this Learner’s Guide and have not yet found a job in the industry, you will need to talk to your trainer about doing work experience or working and learning in some sort of simulated workplace.



Section 1: Dealing with customer inquiries

Are you able to: Yes No

1. identify different customers?

2. deal courteously and efficiently with customers face to face?

3. use effective telephone techniques to take information or answer a query?

4. ask questions to clarify the customer’s needs/wants where appropriate?

5. seek assistance from appropriate staff when unable to answer customer inquiries?

6. use product or operations knowledge to answer customer queries or respond to customer needs?

7. report customer inquiries following workplace procedures?

Section 2: Ensure customer comfort

Are you able to: Yes No

1. manage your customers?

2. contribute personally to customer comfort?

3. maintain your vehicle and its equipment?



How you will be assessed

Assessment of this Unit of Competency will include observation of real or simulated work processes using workplace procedures and questioning on underpinning knowledge and skills. It must be demonstrated in an actual or simulated work situation under supervision.

You will be required to:

• demonstrate how you have solved customer inquires

• demonstrate appropriate professional personal presentation

• describe and demonstrate a driving style that would provide maximum comfort for your passengers.



Section 1

Dealing with customer inquiries



Section outline

Areas covered in this section

Identifying your customers

Identifying the services you offer

Face-to-face customer service

Effective telephone techniques

Meeting customer needs

Reporting customer inquiries



Identifying your customers

Who are your customers?

The customer is:

• the reason for your work, not an interruption

• someone you need - not someone who needs you.

Satisfied customers mean:

• repeat business - when happy customers return over and over

• new business - when customers recommend you to others.

This can lead to good business for you - more job security, more pay, more benefits.

There are both internal and external customers.

Internal:

These are other workers who your work affects. Think of all the people in a day for whom you provide a service - it may be dispatch, warehouse staff, other drivers. Or think of it in another way - you are a customer too. Think about who supplies you with a service. What about the maintenance staff? To see yourself as a customer within your organisation helps you to understand what the needs of a customer really are.

External:

These are the people who do not work for your company but who buy the goods and services it offers. Drivers could have two levels of external customers - the ones for whom they do deliveries, and the people they deliver to.



Activity 1: Internal and external customers

List as many products or services you can think of which are carried out by your work area. Then indicate who the customer is who receives the product and services, and whether they are internal or external customers.

Product/service Customer (specify internal or external)

e.g. delivery to other branch branch - internal

There is feedback on this activity at the back of this Learner’s Guide.



What services does your company offer?

‘Before sales’ service

This could include informing people about your company through mail-outs, media information and/or telemarketing. Your business might also offer a telephone service or brochures, or simply answering customer queries by phone or in person.



Activity 2: What ‘before sales’ services does your company offer?

Find out from your supervisor what ‘before sales’ services your company offers.

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Customer follow-up

Follow-up may be just as important with internal clients as with external ones.

Some methods of follow-up include:

• ringing the customer to inform them of delivery time

• ringing the customer to ensure correct delivery

• sending covering letters or ‘with compliments’ slips with invoices or other written communications, including a contact name and telephone number.

‘After sales’ service

• Your company should be keeping customers informed about changes to procedures, or you may need to pick up goods which have been wrongly delivered. Your company may offer ‘money back’ guarantees. These are all examples of ‘after sales’ service.

Depot/dispatch environment

You need to have a well-organised dispatch area. It will allow the business to:

• operate efficiently

• get products to the customer quickly

• get products to the customer in good condition

• avoid losses.

Trading hours

Your company may need to work outside of standard operating hours because it will suit your customer better. You may need to work longer hours at peak times, such as Christmas.

Delivery

Delivery is your business. The customer wants to know that your timelines are accurate and realistic. It’s no good making unrealistic promises when the customer is depending on the product being there at a certain time.



Product range and availability

Being able to get what they want, when they want it, is a valuable service to customers. They appreciate not having to wait long periods for goods to be delivered.

If your company offers several different services, this is of interest to the customer, who would prefer to deal with one organisation.

Staff contact behaviour

Customers don’t want to talk to an employee who is rude or impatient. They will be much more impressed with a staff member who is friendly and helpful. The opening greeting is very important - respond to customers with a positive attitude.



Activity 3: Assisting customers

Observe three different occasions when other work mates are assisting customers. Write down the way they greet the customer, their attitude expressed by both the way they talk and their body language. For example, are they listening properly?

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Product knowledge

You should know what products your organisation is involved with. Even if your area of expertise is in furniture removal, it could be useful for the customer to know that the organisation also carries out storage.

Efficient service

Customers are not impressed with waiting. They want fast and efficient service, and if they have to explain several times what they want they will not be interested in continuing to do business with you.

Returns

You need to make sure you know your organisation’s guidelines on damaged or faulty goods, and follow them.

Accuracy of order

Although customers like to have quick service, they are also interested in getting the correct order. You should ensure that the orders you deliver are filled in carefully and accurately. Check carefully the order forms and invoices, and any other paperwork you may have to deal with.



Activity 4: How do customers benefit from your company’s services?

List below the services offered by your company. Look at some examples from the services listed above to give you some ideas.

Explain how each service or facility benefits your customer.

Service/facility Benefit to customer

e.g. location of truck depot close access, able to do urgent deliveries to time

Talk to at least two internal customers in your company. Ask them what their expectations are as customers. Talk about the service you or your unit provides to them, and ask for comments.

Discuss the responses with your supervisor or trainer.



Service standards and policies

The philosophy of a successful business will always give attention to focusing on your customers. Your company may have your customer service policy clearly displayed in your reception area. It is often called a mission statement, such as:

The mission of company XXX is to give our customers the best possible products and services we can.



Activity 5: Your company’s attitude to customer service

Write down your understanding of the attitude of your organisation to customer service.

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Now write down the statement your organisation uses as its mission statement or attitude to customer service. Where did you find the statement?

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Here are some examples of customer service policies and procedures.

Returns policy

If a customer complains about damaged or faulty goods delivered, your company will probably have a policy to cover the return of damaged or incomplete goods. Your company needs to keep the customers happy, and also know where and how faults are occurring.

If the customer is asking for a refund, you need to work out what part of the service they didn’t like. Try asking yourself these questions:

• Were the goods damaged?

• Did the customer expect something different?

• Did you get their order right?

• Did the customer change their mind?

• Did you deliver on time?

• Did you do everything you could to make sure the customer was happy with your service?

Procedures for dealing with complaints

It’s always difficult dealing with an angry customer or with a problem the customer has encountered. Make sure that you know your company’s guidelines in dealing with complaints - having a clear procedure helps you in dealing with the complaint.



Activity 6: What are your company’s customer service policies?

Answer the following questions. Tick boxes yes or no.

Yes No

1. If a customer wants a refund, I must give it automatically.

2. Even if a customer is rude or difficult, I must stay calm and respond politely.

3. Our company’s success depends solely on the quality of the products we sell.

4. A customer may complain if their order is not delivered on time.

5. In most situations the rules of my company will tell me what I should do.




Face-to-face customer service

In your first contact with the customer, they will be influenced by:

• impressions made in the first contacts, and in follow-up contacts

• the services provided

• the way any problems/complaints are handled.

Forming good impressions

There is a saying that ‘first impressions are lasting’.



Activity 7: Case study

Andrea, the new receptionist for a removal company, is also the first point of contact for people who come in with inquiries regarding shifting house. She is responsible for answering the telephone and handling the switchboard, handling customer inquiries off the street and dealing with people who have appointments to see the staff responsible for furniture removal.

Andrea’s desk is positioned so that she can see anyone coming in straight away. She needs to only half turn to answer the telephone. There are chairs opposite her desk for people who are waiting for appointments.

On this day she is keen to get to lunch as she is meeting her cousin. A potential customer has come in to inquire about the company rates. She asks him whether he can come back later, when she can give him more time. The telephone rings and she turns away to chat to her cousin who explains she will be late for lunch. A customer who has made an appointment comes in and waits to talk to Andrea. The first customer is getting impatient, so when Andrea gets off the phone he is rather abrupt as he says he wants the information right away. Andrea resents his tone and tells him she needs to go to lunch, and can’t deal with his inquiry now. She suggests he comes back at 2 p.m. The second customer looks puzzled and asks if she can talk to Mr Stetford. Andrea is getting a little flustered, and instead of paging Mr. Stetford she says he won’t see people without an appointment. The second customer explains she already has an appointment. Andrea asks her to take a seat and prepares to page Mr Stetford. The first customer is now quite angry at being neglected.

What sort of impression has Andrea given of the company?

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What should she do now to deal with Customer No. 1?

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When you deal with customers you need to have the right attitude:

• positive in outlook

• neat and well-groomed

• welcoming

• proud of your job

• ready to take initiative

• sincere.

Body language

A great deal of your attitude can be expressed by your body language. This includes the way you stand, for instance with your legs firmly on the ground. You could directly face someone or be half turned away, showing whether you want to be direct with them or not. How you hold your arms can show your attitude, for instance crossed arms indicate you’re holding yourself away from the other person. How much you lean towards or away from a person indicates whether you want them to feel you are involved with what they are saying.

A lot of time can be spent on planning services and setting up systems to ensure the quality of the product or services. This can be undermined by staff in their direct contact with the customer, both face-to-face and on the telephone. The customer’s first-hand experience will influence their reactions to your service and products.

You also need to have the right knowledge, keeping up-to-date with:

• available goods or services

• policies on returns, payments, breakages etc.

• changes in prices, invoicing systems etc.

• changes in procedures.



Activity 8: Giving good service to customer

How do customers form their impressions?

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How do you greet customers?

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In what ways do you use body language and your general appearance to communicate with customers?

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How does the tone of your voice communicate? What tone do you use?

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Are you a good listener? How do you listen?

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How much do you know about the products and services available from your company? Give details.

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Discuss your responses with your trainer.



Effective telephone techniques

Because you can’t see the customer you need to take some extra steps to make sure of keeping good relations with them.

Have the materials you need ready

• You may need to have the invoice if you are confirming delivery

• Make sure you’ve got a note pad for messages.

Get your voice ‘in gear’

• Sit up properly. It really helps your tone of voice.

Don’t chew gum or eat food as you talk

Smile

• Customers can hear the smile in your voice.

Identify yourself

• Let the customer know who you are and who you work for. Use your company’s standard procedure.

Make your approach appropriate to each customer

• Keep the individual approach even if giving general information

• Adapt the standard material when answering questions.

Initiating the call

• Make sure the person has time to talk before you go on

• Set up a time to call back if necessary.

One of the most annoying aspects of telephone inquiry from the point of view of the customer is being put on hold, or being transferred to someone who can’t really help you.

If you must put a customer on hold:

• give the customer a choice of being put on hold or having the call returned

• explain why you need to put the customer on hold

• check back periodically, to make sure customers still wish to wait

• thank the customer for waiting.



If you must transfer a call:

• check that the person about to receive the call is the right one to handle the problem, inquiry, etc.

• tell customers who they’ll be talking to, the department, and so on. If possible, outline to the person receiving the call a brief description of the reason for the call.

Taking messages

When taking messages make sure you take down these details:

• name - the full name of the person calling

• company

• telephone number

• time

• date

• message.

You should also repeat the message back to the customer to make sure it is accurate.

Once you have taken the message don’t forget to pass it on!

The aspect of dealing with difficult calls will be covered in Section 3, in the section on dealing with complaints.



Activity 9: Role play of customer service on the telephone

Your trainer will need to ring you as a customer and you should clearly demonstrate how to take a phone call and message. Your trainer will base the customer’s queries/requests on typical examples from your workplace.

Discuss your performance in this role play with your trainer. Did you respond to the customer according to your company’s customer service policies and procedures.



Facsimile and e- mail

These methods of electronic messaging are becoming increasingly popular for the transport industry. You will have company procedures to follow for sending and receiving faxes. Make sure you keep your communication business-like and clear.

When using e-mail, you will need to keep track of the information given and received. This may require hard copy supporting materials, particularly in the case of invoices and orders.

Meeting customer needs

The customer is central to your business. Without them your business would not survive. Keeping customers happy is one of the most important parts of your job.

Customer loyalty happens when customers are happy to come back to you time and time again to buy your products and services. Loyal customers are also more likely to encourage others to do business with your company.

There are certain qualities that will help you to be more responsive to your customers’ needs. These include:

• sincerity - customers need to trust you and feel comfortable about doing business with you

• outgoing personality - you need to show enthusiasm and interest in other people

• confidence - if you inspire confidence your customer will feel comfortable about doing business with you.

What is good service?

You may be only one person in the company but to the customer you are the company. You may even represent the company for whom you make deliveries, so you need to have strong communication skills.

Here are some useful listening tips.

• Let customers finish speaking. Don’t rush them or finish their sentences.



• Encourage customers to talk by asking open-ended questions. These are questions which give you more information get the customer talking by needing more than yes or no for an answer.

• Concentrate on what’s being said, not what you’ll say next. Make brief comments now and then to show that you are listening.

• Take notes. Customers will know you’re paying attention.

• Be aware of body language. Posture, facial expression etc., can tell you a lot about what’s on a customers’ mind. Think about your own body language too.

• Summarise what’s been said in your own words.



Activity 10: Questioning customers for information

Below is a list of questions you could ask customers. Write an O next to the open-ended questions, and a C next to the closed ones.

1. Are there any special requirements for your order?

2. Who is responsible for order 1675a?

3. What did you think of the brochure we sent you?

4. How may I assist you?

5. Did you get our brochure in the mail?

6. What special requirements are there for your order?

7. Did you receive the goods on time?

8. What type of freight do you need to transport?




Think about the type, amount and usefulness of information gained through each of these questions.

The other aspect of good communication skills is how you respond and speak to the customer.

• Ask questions to see what customers really want and need.

• Offer a choice where possible.

• Give out information about the business i.e. change of invoicing system, way of changing the route so it gets to the business at a more convenient time.

• Point out possible outcomes such as delays or added charges. Don’t give unpleasant surprises!

• Be accurate. Don’t guess about delivery times/dates and so on. Offer to call back if you need to get the information.

• Make your customers feel special. Ask how they are getting on. Build up a relationship.

Product and operations knowledge

If you are able to give your customers all the information they need about your product or service, they will feel they are getting value for money. They will return time and again to a company that they feel know its business.



Activity 11: What information do you need to answer your customer’s questions effectively?

What questions are you frequently asked regarding the company’s products?

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Do you have all the information available when it is requested?

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Do you ask for assistance from other staff to get the necessary information?

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Are there any other services that the company should consider to assist the customers?

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What procedures are there for recording customer comments/problems?

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Reporting customer inquiries

Keep in mind:

• your organisation depends on customers

• customers depend on you.

Keeping the customer satisfied is the key to any successful organisation. When customer service issues are successfully resolved, everyone comes out ahead!

• Customers

− know that they have been understood and that their rights and needs have been respected.

• Organisations

− learn about problems that need attention. It’s also good when satisfied customers return - and recommend the organisation to their friends.

• Employees

− gain increased satisfaction and other benefits - and recognition for a job well done.



Activity 12: Recording and reporting procedures

What procedures does your company have for recording and reporting customers inquiries and associated action?

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Section 2

Ensure customer comfort



Section outline

Areas covered in this section

Passenger management

Passenger comfort

Vehicles and equipment

Appropriate driving



Passenger management

Passenger vehicle drivers need to:

• have a high standard of driving, courtesy, patience and dress

• show consideration to the needs of the variety of passengers carried

• have passenger interest, comfort and care of the vehicle foremost in their mind

• behave as a professional driver and maintain that professionalism at all times.

Your passengers are very important people. They are paying your wages.

You are the public face of your company when you are dealing with your passengers and the way you treat them reflects on your company.

There are some simple things you can do to make your passengers more comfortable:

• always greet your passenger cordially

• assist with any luggage (where applicable)

• return any friendliness offered but keep conversation to a minimum - do not let it distract you from your driving

• always advise passengers on itinerary questions courteously

• show tolerance to all passengers

• always ensure passengers alight safely at their destination.



Activity 12: Passengers’ questions

Think about the questions that passengers ask most often and regularly. Give two examples:

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2. __________________________________________________

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How do you respond to these queries?

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Passengers

Speaking generally, you can divide passengers into five main groups:

• elderly

• amiable

• children

• people with disabilities

• difficult.

You will have contact with all these types, and combinations of them, in your days as a driver.

The way that you handle each situation will be viewed by them, and by other passengers, and will reflect on you and the reputation of your company.

Let us look at these 5 types:

Amiable

This person will always make your job easier. Their good humour can affect the mood of all people they come into contact with. Encourage their friendliness without letting it distract you from your driving.

Elderly

Elderly passengers require more tolerance. Always give them enough time and assistance if necessary. But don’t forget that being a bit slower in body doesn’t mean they are slower in mind - do not patronise them.

Difficult

These are the passengers who find fault in every situation and are not slow to complain about their perceived problems. It is vital to avoid confrontation when dealing with difficult customers! Be firm and polite, do not get involved in any argument.

Remember that you will not be carrying this passenger for very long, it is important not to let them upset your day.



Children

School children use public transport regularly and often in groups and they present their own problems. It is important not to pre-judge situations and treat any interaction on its merits. Trying to be authoritarian when dealing with children will not be effective. Concentrate on being firm and polite and avoid confrontation.

People with disabilities

You must always be aware that people with physical and intellectual disabilities use public transport and that they have special needs at times. Ensure that you know the company codes of practice and legal obligations. Be prepared to offer special assistance if required.



Activity 13: Difficult customers

Think about two situations where you have successfully dealt with “difficult” passengers. List the reasons why you were able to handle the situation.

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2. __________________________________________________

3. __________________________________________________

Were you able to put the situation out of your mind quickly or did it affect your treatment of other passengers later?



Professional presentation

One of the first steps to ensuring passenger comfort is the presentation of yourself and your vehicle. A customer will feel reassured that they are dealing with a professional driver if you look the part.

If you have a company uniform, make sure you wear it correctly. Your clothes should be clean and tidy at all times and your shoes polished.

Your personal grooming and hygiene is also important. Hair neat, clean nails, etc.



Activity 14: Uniforms

Does your company have a dress or uniform code?

YES/NO

What is it?

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If you do not have a code, what do your think could be an advantage of having one?

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Vehicles and equipment

Your vehicle is the most visible aspect of the transport industry to the potential customer.

It should always be clean and tidy and well maintained. Passengers have expectations regarding the internal cleanliness of your vehicle that must be met if you want to get more business from them.

Make sure the interior of your vehicle is always kept tidy. Regularly inspect surfaces for graffiti, scuff marks, etc. Often this damage can be removed relatively easily if noticed early.

Driving

The manner in which you drive the vehicle will contribute significantly to passenger comfort. Think about your own experiences as a passenger, what do you find most comfortable?

Like most people you probably said ‘smooth driving’.

A safe and comfortable ride means:

• drive at a consistent, moderate speed

• controlled and smooth stops

• smooth starts from a stand-still

• entry into and exit from corners should be at a speed that doesn’t startle or toss your passengers about.



Activity 15: Anti-discrimination provisions

Are you aware that your company is subject to “anti-discrimination” legislation in its relationship with its passengers?

YES/NO

Are you aware of your company’s codes and practices relating to these matters?

YES/NO

If yes, give a brief summary of the legal requirements.

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If no, ask your trainer to assist you to get the information.



Additional resources



Print based: • company information about customer service

• handouts from your trainer.

Websites:

• Queensland Transport www.transport.qld.gov.au

• Transport SA www.transport.sa.gov.au



Feedback on activities

The responses provided in this section are suggested responses. Because every workplace is different, your responses may vary according to your specific workplace procedures, the equipment available and the nature of the business.



Activity 1: Internal and external customers

The customers should include external customers, and internal customers such as suppliers, other departments within the company and other branches and/or distribution centres.

Activity 6: What are your company’s customer service policies?

1. No 2. Yes 3. No 4. Yes 5. Yes

Activity 7: Case study

Andrea’s location is not ideally suited to good customer service. She needs to ensure that she can deal with both reception and telephone inquiries.

She gives the impression that the company will only deal with certain customers and she can be neglectful. Because she gets flustered and doesn’t know the appointments procedures, she gives the impression of inefficiency.

It is important that she retrieves the situation with Customer No. 1, and finds out what can be done to help him. Perhaps there is a person who can give him immediate attention and answers to his queries.

Andrea should be counselled on the reception procedures.



Activity 10: Questioning customers for information

1. C 2. C 3. O 4. O 5. C 6. O 7. C 8. O

tlii207d - apply customer service skills - learner guide

Documents

customer satisfaction

customer needs

customer service skills

customer queries

customer inquiriesare

customer comfortare

report customer inquiries

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