The Service Challenge – xxxxx Team

1. The Service Challenge – xxxxx Team

2. Session Aims and Objectives • Review principles of good customer service • Understand the importance of service chains • Work through a customer journey and identify improvements in your service • Individually • In teams • Identify areas for skills improvement • Formulate an action plan 2

3. Good Customer Service? • Think of your favourite place or a recent time you experienced good customer service • What made it good • What did the person who dealt with you DO? To make you feel valued as a customer Think of the last time you had a Bad experience • What made it bad • What did the person who dealt with you DO? How did you feel

4. Customer Needs and Expectations • When you’re the customer you want • Attention – make customers feel they come first • EVERYONE to be helpful - Whatever your job, customer service is always your job. • Solutions not problems. It’s easy to say no. Try to say yes. • When something goes wrong, you want a solution more than ever. Show angry customers you understand, work out a solution together. • You really notice when someone tries – do a bit more than the customer expects.

5. Components of Customer Service ATTITUDE Courteous, Helpful, Positive, Caring, Enthusiastic SKILLS BEHAVIOUR KNOWLEDGE Acknowledging, Opening conversations, Smiling, Building rapport, Questioning, Listening, Clarifying, Summarising • People • Products • Procedures

6. Customer Service – Why bother? • No customers, no job! • Our business is a service • As an individual: • You want to be someone people think of positively • Feel good about the job you do • As a team: • Meet expectations of internal and external customers • Be seen as an effective, efficient team or department

7. The Service Chains • Everybody is part of the service chain - serves customers either directly (dealing with the end customer) • Or indirectly – deals with another part of the organisation • To deliver a good service every link in the chain must be strong (including you!) • Strong links come from two-way communication • The link immediately after you is your direct customer • The link immediately before is your provider • Improving the service you get from your providers is the first step to improve the service you give to your customers

9. Constructing the Map Points where theexperience will beevaluated What are the mainelements of the process? Whichcustomer? Identify theJourney Typeand CustomerSegment Identify theKey JourneySteps Be yourCustomer Plot the Highand LowExperiences Moments ofTruth? • Think about their • Actions • Responses • Language • Feelings • Emotions What scenario?

10. The Service Challenge Finishing was a relief Receive letter – looking forward to it Judge was ‘professional’ Judge thanks jury – much appreciated Trial was impersonal Expenses ‘a hassle’ Easy to change date by email Locked in Not sent information about sentencing Only small amount of evidence useful Slow selection process Late start most days Victims family start to cry – ‘lowest point’ No preparation for delivering verdict Mapping the Customer Journey

11. Skills Based Competencies • The individual is able to: • Greet customers in a friendly and positive manner • Use the client contact system to assess client needs • Meet our service standards on response time • Use the database to generate the information required by the customer • Answer customers’ questions in a confident manner • Handle difficult customers in an assertive manner • Prioritise their time in line with the team service standards in place • Proactively solve problems likely to affect customer service • Build relationships and liaise with other departments to ensure that the client’s needs are met.

12. Developing a positive and proactive approach How to: Create a positive image Own the problem - SAS Follow-through Reputation opportunities Finally, ask yourself – am I treating this person the way I would want to be treated myself

13. Creating a positive image • Helping customers see the strengths of your service. • Ensuring that you have done everything possible to give a positive impression of your organisation. • Developing a relationship with customers that makes them feel valued and respected as individuals.

14. Tips for improving our image • The power of the first few minutes. • To make a determined effort to be personable and friendly at all times. • Not to keep people waiting. • To smile. • To communicate clearly. • To take trouble to satisfy the customer, even if it means going the extra mile.

15. Communicating • Face to Face • Positive body language • Listening • Verbal

16. Customer Service Action Planning List a number of objectives relating to customer service: • Targets