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Customer Focus

Customer Focus. Introduction. Review online course content. Review questions. Workshop Objectives. Upon completion of this unit of work, participants will be able to: Explain the importance of good customer service in: The industry. On a day-to-day basis with customers .

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Customer Focus

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  1. Customer Focus

  2. Introduction • Review online course content. • Review questions.

  3. Workshop Objectives Upon completion of this unit of work, participants will be able to: • Explain the importance of good customer service in: • The industry. • On a day-to-day basis with customers . • List characteristics of a professional appearance. • Describe how to properly handle appointments. • Identify good and bad communication styles. • Explain the best way to deal with unhappy customers. • Describe steps to ensure customer satisfaction.

  4. Customer Service in the Industry • The importance of customer service to the industry • Competence • Efficiency • Honest reputation

  5. Customer Relations • Is a balancing act between • Core service • The product • Customer interaction • Words • Actions • Demeanor

  6. Personal and Professional Behavior • Handling an appointment is not just about completing the task. Everything you do matters! • Professional appearance • Condition of vehicle and tools • Appointment procedures • Safe driving • Parking the vehicle and entering the property with proper identification • Respect of property

  7. Entrance and Exit-Handling a Service Call • Upon arrival • Show ID • Use the customer’s name • Ask permission to enter • Reschedule the appointment if an adult is not present • Remove shoes or put on shoe coverings • Smile • All workers must ensure that the work area is thoroughly clean when the job is completed. • Make sure the customer inspects the completed work area and is satisfied.

  8. Customer Interaction • Effective communication is about…. • Good listening skills • Asking questions • Answering questions • Explaining your actions • Avoiding jargon • Avoiding criticism

  9. Importance of Ethical Behavior • Disclose any charges or costs before starting the service work • Act honestly • Do the best work you can • Do not accept tips or gifts • Do not accept side jobs • Do not use the customer’s bathroom • Do not use the customer’s phone unless absolutely necessary

  10. Handling Difficult Situations • Clear up misunderstandings • Explain your actions • Overcome objections • Assure the customer you understand his or her concerns • Do not argue against verbal attacks • Acknowledge the customer is upset and that you are there to help solve the problem

  11. Customer Service Activity • Complete the worksheet. • Report to the class.

  12. Open Discussion • “Good” customer service stories • “Bad customer service stories • Discussion-Comments

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