7014-14 Introductory Certificate in Customer Service Slides

Slide No.
2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds

Level 1 Introductory Certificate
in Customer Service
7014-14
Slide No. 2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds
Objectives
By the end of the workshop you should be able to:
• Understand the importance of the provision of

good customer service
• Identify customer and organisational needs and

expectations in respect of service levels
• Describe the differences between strong and

weak customer care
• Recognise how to present a professional image
• Identify the techniques used to handle customer

complaints
Slide No.3 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds
Content
Session 1 Introduction to customer service
What is service?
Why is it important?
Identifying customer needs
Session 2 Effective communications

Effective and ineffective communication skills
Questioning and listening techniques
Telephone techniques
Content continued
Session 3 Presenting a positive professional image

First impressions
Presenting a positive attitude and image
Identifying and using appropriate body language
Session 4 Handling customer complaints

Why customers complain
Resolving difficult customer situations
Handling complaints positively
What is Customer Service?
Customer Service is all about:
• Providing customers with what they want
• Offering consistent levels of service
• Exceeding and not just meeting expectations
• Fulfilling all customer needs
• Going out of your way to delight customers.
Customer Service
Companies who provide excellent service:
• Exceed the expectations of their customers
• Treat customers with respect
• Do not just aim to satisfy – they aim to delight
• Provide solutions to problems
• Consistently deliver outstanding service to their customers
• Make customers feel that they are the most important part
of their business … which they are.
Why is Service Important?
• Intense competition
• Customers have a choice
• It is the only thing that can make us different from our

competitors
• Satisfied and delighted customers will come back
• Dissatisfied customers will not come back.
Colleagues are Customers Too
Customer
You
Internal Internal
Customer Customer
Customer Expectations
Customers:
• Expect the core service to meet their needs for quality
• Expect polite treatment at all times – even when they

are being difficult
• Need to see attention is being paid to their requests
• Want to feel their needs are important
• Do not want to hear “No” or “I do not know”
• Want to feel secure in the knowledge that you have all

the answers and solutions
Customers Expectations continued
Customers:
• Want mistakes admitted to and rectified
• Expect promises that are made to be honoured
• Expect to be treated with respect
• Need to have time given to them for explanations
• Need to know when a problem arises
• Expect you to know about your job and your company
• Expect you to be able to answer questions
• Expect you to find solutions to their problems.

Your Expectations
You:
• Expect that you will receive full training
• Need to learn about the products and services you provide
• Need to understand the systems and procedures for dealing with

customers
• Expect to be supported by your manager
• Need to be treated fairly by the customer.
Organisation’s Expectations
Organisations expect you to:
• Meet the organisation's customer service policy
• Consistently deliver service standards
• Meet standards laid down in standard manuals
• Follow service procedures
• Meet legal standards related to the delivery of

service
• Project a positive image at all times when

dealing with customers.
Creating and Maintaining a Safe
and Healthy Environment
• Local and National legislation.
• Dealing with hazardous waste and substances.
• Hazardous materials.
• Noise pollution.
• Hygiene standards.
Employer Responsibilities
for Health and Safety
Employers may have specific duties under local
and national legislation such as:
• All systems must be safe.
• The working environment must be well lit, well

ventilated, hygienic and at the appropriate
temperature.
• All plant and equipment must be kept to the

necessary standard.
Employee Responsibilities
for Health and Safety
Employees should:
• Take reasonable care of him or herself and

others.
• Allow the employer to carry out his or her duties

in respect of creating a safe working
environment.
• Not interfere intentionally or recklessly with any

machinery or equipment.
Effective Communications
• Increases quality of service
• Saves time
• Improves customer care
• Avoids misunderstandings
• Builds good relationships
• Creates a positive atmosphere
• Encourages open discussion
• Allows for achievement of goals.
Ineffective Communications
• Hampers relationships
• Wastes time
• Affects customers and colleagues
• Destroys morale
• Creates a negative atmosphere
• Builds a negative reputation
• Hampers achievement of goals
Listening
• Look at people • Nod
• Turn off negative thoughts • Ask questions
• Lean towards people • Stick to the subject
• Start with the first word • Use their name and use “you”
• Think of speed
• Do not interrupt
Question Technique
Open Questions
Who? – What? – Why? – Where? – How? – When?
Closed Questions
Do you? - Are you? - Is it? - Have you?
Reflecting Questions
To summarise and check back
Non-Verbal Techniques
• Lets the customer know you are interested
• Allows you to listen to customers’ feelings as well as

their words
• The moment a customer walks up to you, regardless of

what you are doing, make immediate eye contact
Facial Expressions
Facial expressions often show how you feel:
• Smile if you are happy!
• Frown if you are not!
Combined Use Of Verbal and
Non-verbal Communications
7%
actual words
38%
voice, tone, pitch, pace and quality
55%
body language
Why Use The Phone?
• To assist in providing customer care
• To take bookings
• To make arrangements
• For information gathering
• Looking for customers
• Solving customer problems.
Telephone Standards
Answering:
• Smile … as you answer the phone
• Aim to answer within 4 rings
• Offer a greeting - as appropriate
• Avoid asking people to hold.
Telephone Standards continued
Answering:
• Say “Company / Department / Your Name”
• Offer help e.g. “How may I help you?”
• If you do not answer within 4 rings say to the

caller “Thank you for waiting”.
Transferring:
• Explain to the caller why the call is being

transferred and to whom you are transferring them
• Explain to the person, you are transferring to, what

the call is about and tell them the caller’s name -
be factual but not emotional
• Use the caller’s name.
Transferring:
• If no-one answers offer to:

• Transfer to another person / department
• Attempt to deal with it yourself (if appropriate)
• Put the call back to switchboard / Take a message
• Take ownership.
Taking Messages:
• Respond to all messages … however difficult
• If someone is not available, explain positively why the

person is not available - offer to take a message.
Taking Messages:
• When taking a message take all the details and
repeat the message and any information back
to the caller:
• Name
• Telephone Number (including STD Code and
extension as appropriate)
• Brief message
• Name of the person / section the message is for
• Time and date of the call
• Take personal responsibility to make sure

messages are passed on quickly to the correct
person/section.
First Impressions
You never get a

second chance
to make a
first impression
Attitudes – Who are you?
Someone who makes things happen?
Someone who watches things happen?
Someone who wonders what happened?
Negative Thinking
I’m trying to do Oh no – it’s

my paperwork them again
lets hope they
are dealt with
soon
They can be
so difficult
and
If I keep looking demanding
at the screen
someone else can
deal with them
Positive Thinking
Wouldn’t it be
great if They always have a
everyone was smile for everyone
like them
Oh - it’s them
– I haven’t
It’s a seen them for
pleasure to a while
deal with
them
Attitude and Behaviour
Professional
Show understanding
Be patient
Professional Image
• Acknowledge
• Smile
• Apologise
• Friendly - welcoming - well mannered
• Use names
• Listen
• Ask questions
• Reassure them
Take Responsibility For Helping The Customer
• Be enthusiastic
• Be confident
• Be welcoming
• Be helpful
• Be polite
• Show you care
• Comply with hygiene, health and safety guidelines
Personal Image
Face to face
Words 7%
Tone 38%
Body Language 55%
Projecting a Positive Image
Appearance:
• Personal grooming and uniform standards
• Your work area
Eye contact:
• Look at people
• Shows you are interested
Projecting a Positive Image cont.
Facial expressions:
• Look positive
• Look natural
Posture and gestures:

• What impression are they creating?
Personal space:
• How comfortable are you?
Negative Messages
You:
• Do not like your work
• Are stressed
• Are not friendly
• Do not show respect for other people
• Do not want to help - when you do help,

you do so reluctantly
Remember!!!
First Impressions
You never get a

second chance
to make a
first impression
Handling Complaints
What are they?
An opportunity to:
• Make things right
• Turn dissatisfied customers into delighted customers
• Show you care
• Turn complainers into ambassadors.
Calming Customers
Listening
Actively show you are listening
Empathy
Show that you do care and are concerned
Agreeing on Common Ground

Find something to agree with
Handling Complaints
Listen
Apologise
Solve
Thank
Make the most of your LAST chance!
Test Instruction
• Use the separate answer sheet provided.
• Complete this section using black or blue ink only.
• Mark your choice of answer by filling in the circles

(a or b).
• Cancel an incorrect answer by filling in the ‘cancel’

bar beneath the circle you have marked. If you
change your mind again; fill in the ‘cancel’ bar
beneath the new answer and draw a neat circle
around the original answer.
Test Instruction continued
• Do not enter marks in the bottom section of the paper.
• Do not make any marks in any part of the paper other

than the circles (a or b) and the section with the boxes
for your personal details. If you do, the marking
machine will be unable to mark your paper properly,
thus affecting your score.
• Use a pen with black or blue ink only.

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Slide No.

2 Level 1 Introductory Certificate in Customer Service 7014-14 City & Guilds

• Understand the importance of the provision of

• Identify customer and organisational needs and

• Describe the differences between strong and

• Recognise how to present a professional image

• Identify the techniques used to handle customer

Session 2 Effective communications

Session 3 Presenting a positive professional image

Session 4 Handling customer complaints

• Providing customers with what they want

• Offering consistent levels of service

• Exceeding and not just meeting expectations

• Fulfilling all customer needs

• Going out of your way to delight customers.

• Exceed the expectations of their customers

• Treat customers with respect

• Do not just aim to satisfy – they aim to delight

• Provide solutions to problems

• Consistently deliver outstanding service to their customers

• Customers have a choice

• It is the only thing that can make us different from our

• Satisfied and delighted customers will come back

• Dissatisfied customers will not come back.

• Expect the core service to meet their needs for quality

• Expect polite treatment at all times – even when they

• Need to see attention is being paid to their requests

• Want to feel their needs are important

• Do not want to hear “No” or “I do not know”

• Want to feel secure in the knowledge that you have all

• Want mistakes admitted to and rectified

• Expect promises that are made to be honoured

• Expect to be treated with respect

• Need to have time given to them for explanations

• Need to know when a problem arises

• Expect you to know about your job and your company

• Expect you to be able to answer questions

• Expect you to find solutions to their problems.

• Expect that you will receive full training

• Need to learn about the products and services you provide

• Need to understand the systems and procedures for dealing with

• Expect to be supported by your manager

• Need to be treated fairly by the customer.

• Meet the organisation's customer service policy

• Consistently deliver service standards

• Meet standards laid down in standard manuals

• Follow service procedures

• Meet legal standards related to the delivery of

• Project a positive image at all times when

• Local and National legislation.

• Dealing with hazardous waste and substances.

• All systems must be safe.

• The working environment must be well lit, well

• All plant and equipment must be kept to the

• Take reasonable care of him or herself and

• Allow the employer to carry out his or her duties

• Not interfere intentionally or recklessly with any

• Improves customer care

• Builds good relationships