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Guess the topic???. Customer Service. Lesson Outcome. Define customer service Describe different types of customer service – P1 Describe characteristics of consistent and reliable customer service – P2 Compare how business satisfy customers – M1. What is Customer Service?.

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Guess the topic???

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  1. Guess the topic???

  2. Customer Service

  3. Lesson Outcome • Define customer service • Describe different types of customer service – P1 • Describe characteristics of consistent and reliable customer service – P2 • Compare how business satisfy customers – M1

  4. What is Customer Service? • All the ways businesses meet their customers expectations to satisfy customers. But how do business satisfy customers? LO: Define "customer service”

  5. Examples of Good Customer Service http://www.youtube.com/watch?v=BJ8iwzKbXKc Watchthis clip and list examples of good customer service and poor customer service Examples of customer service

  6. Examples of Good Customer Service • Greeting customers with a smile – attitude and behaviour • Having products in stock and ready to buy • Providing information about products in store • Having enough staff for customer to speak to • Meeting specific customer needs and dealing with problems • Staff should know the scope of their job role • After sales support

  7. Consistent and Reliable • Consistent •  If customer service is consistent it means the same procedures are used to same high level of standard • Reliable •  being dependable, delivering regular responses to all customers.

  8. Task: Make a list of all the people that provide customer service in a doctors surgery – 2 mins

  9. LO: Explain the difference between DIRECT and INDIRECT customer service Customer Service Roles in a Business Service Deliverer Direct Service Indirect Service

  10. Different customer service roles in a business • Service Deliverer - Someone who provides customer service – simple as that! • Direct – Is in direct contact with the customer • Indirect – Is in the background and does not contact customer BUT still contributes to customer service

  11. In a doctors practice there are: • Doctors • Nurses • Cleaners Task: Catergorise them into direct and indirect customer services • IT Support • Decorators • Receptionists Explain the difference between DIRECT and INDIRECT customer service

  12. What types of customer service do business have? • Front - Line Customer Service • All service deliverers who is the first person a customer is in contact with are called Front - Line Customer Service • Eg.

  13. What types of customer service do business have? • Face to face service • Where the customer is dealt with with the service deliver face to face • Remote customer service LO: Describe the types of customer service

  14. What types of customer service do business have? • Remote customer service • A method to provide customer service without customer having to visit the premises • Eg. Online companies such as Trainline LO: Describe the types of customer service

  15. Customer Satisfaction • Customers are satisfied if they get the service they expect • Why is that important? • IF THEY DON’T GET THE SERVICE THEY WANT THEY WILL NOT RETURN

  16. How Businesses Satisfy Customers! Scenario You are in charge of customer service across all PC World stores. Think of a technique to provide customer service for the given scenario. Provide reliable, detailed description of the products on sale to help the customer make a decision A customer is unsure about which computer to buy. What can the service deliverer do? Providing Customer Satisfaction

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