Thursday 25th February 2016 Bev Gilder and Sally De-Alwis

Induction and Introduction to Customer Service and

Communication workshop NVQ Programme

The Big Question….time?.. !!• Workshops: 1 full day to cover induction and 5 half

day workshops.

• Assessments: lasting approximately 2 hours each (number of assessments dependent on your unit selection)

• Preparation for assessment – collecting your evidence will take some time

• Completion within 2 years of your registration

Information for you … on the stick and will be on your intranet• West Herts College contact details• General NVQ information• Overview of levels and units• Unit specification• Forms you will need for your assessments • NVQ OCR forms for completion• Appeals process• Equality and Diversity policy

Let’s get started

Objectives for rest of today….• Examine the communication model • Explore the methods of communication we use in

the workplace • Identify barriers to communication• Analyse your preferred communication style• Review communication behaviour and its impact on

customers• Identify activities and evidence sources to help

candidates prepare for their NVQ assessment

ExerciseWhy is customer service

important?....

What are the benefits of customer satisfaction?

• Satisfied customers come back for more

• Survival- if they don’t use us they will take their business elsewhere

• Growth – it is often easier to sell new products to old/existing customers

• Suppresses competition – bad service? customers move on

• Measure of success – one of the best performance indicators is a satisfied customer

• Self satisfaction – most people want to do a good job at work

• Better atmosphere within the workplace, fewer angry and frustrated customers

‘Customer service is the total sum of what an organisation does to meet customer expectations and produce customer satisfaction. It usually involves service teamwork and service partnerships’

Institute of Customer Service (www.instituteofcustomerservice.com)

Customer Service: a definition

Customer Care…….• Extending the customer service experience – treating the

customer as a unique individual who makes up the core of the business.

• Taking a proactive approach to ensure your customers feel valued with expectations being continually and consistently met and exceeded

• ‘Making the difference’ that keeps the customer returning or recommending – keeping ahead of the competition

• Investing in employees who are trained professionals in working with and for customers

Who are your Customers? • Anyone you are providing a service to….• Anyone who is buying good or services from you..• Anyone who might buy a good or a service from you..• Anyone you are giving information or advice to……• Anyone else in your business who you provide a service to

In other words….Anyone who is affected by the work that you do

Who are our customers?

Types of customers• External customer

A customer who does not belong to your organisation. An individual or organisation using, or considering using your organisation’s product or services

• Internal customerA customer who works for your organisation. An individual or department drawing on the function or service that you or your department provides to your business

Customer Service Audit

What do you see?

A model of the communication process

SENDER (Source) RECEIVERChanne

l

Encoding Decoding

Feedback (optional)

Communication

Blockages !!

Message

Channel

The communication process

Exercise ….Methods of communicationPros and Cons• List communication channels commonly used

in the workplace• List benefits of these methods• List any barriers• What strategies could be adopted to

overcome these barriers?

Communication reviewAlbert Mehrabian

Body language

55% Tone of voice38%

Words 7%

Body Language• Facial Expressions

• Gestures

• Posture

• Body position

• Use of space

Reading body language• Context

• Clusters

• Congruence

RapportRapport is the ability to relate to others in a way that

creates a climate of trust and understanding

What signals do we look for in others when we communicate with them?

Getting and staying in rapport• Smile

• Watch non verbal signals - yours and theirs

• Listen to the type of words they use

• Listen to the facts

• Be patient

• Acknowledge feelings

• Empathise with how they see the problem.

• Stay objective

• Strive towards reaching a positive outcome for both parties

Communication activity

Know your communication style

Tell me about ..

Effective Questions • Open – who,what,where, why, when, how and tell

me about• Great for getting data• Closed – have yes/no answers • Are useful for pinning people down to specifics• Avoid multiple questions – they are confusing

Types of listening

Active Listening is when you are concentrating on the message being given by the other person

Passive Listening is when you find yourself waiting for the other person to stop speaking so that you can say something yourself

How good a listener are you….

Improving Listening Skills

• Be aware when you are “switching off”• Think twice (or even three times) before you interrupt• Watch people when they are talking to you• Make notes• Never start a conversation with someone else when a

person is talking to you• Try to avoid external distractions

Communication skills which make a dynamic customer service professional…..• Positive attitude – ‘can do’ mentality

• Ability to empathise

• Confident communicator

• Effective listening skills

• Good questioning techniques

• Able to handle difficult customers in an assertive manner

• Solve problems likely to affect customer service

• Build relationships with internal and external customers

Next workshop is ….• 22nd March 2016 • 9.30 – 1.00 pm• Bench marking and problem solving