FETAC Customer Service Module (This material is also part of the Communications module).

Unit 2 - Customer Contact Skills

Observe how customer service representatives deal with their customers. See can you identify positive ways of handling customers as you go about your daily business. The following guidelines may help.

• Having extensive knowledge (of product/service on sale, of the business)
• Having extensive knowledge of procedures (when product sold out, dealing with complaints)
• Having good appearance and positive attitude

• Having people handling skills
• 1. Initial greetings used
  2. Attentiveness to customer needs /active listening
  3. When cannot serve immediately… ("I’ll be with you in a moment")
  4. Body language-eye contact, smile, being at ease with customers, ‘open’ body stance
  5. Using customers names
  6. Appropriate tone of voice
  7. Telephone skills (see below)
  8. Using plain language (not jargon)
  9. Handling awkward customers with tact

• Dealing with complaints and awkward customers effectively

• 1. Listening (allowing customer to let off steam) and remaining calm
  2. Apologizing and taking responsibility for dealing with the problem. Not blaming anyone else ever
  3. Paraphrasing/repeating back to be sure problem identified
  4. Explaining what action will be taken to remedy the situation to the customers satisfaction
  5. Follow up on the complaint
  6. Thanking customer

• Selling the benefits of products
• Team work
• Strategies adopted when product/service not available

• Telephone techniques (Incoming Calls)
• 1. Prompt answer (within 4 rings)
  2. Appropriate greeting. Enthusiastic attitude displayed
  3. Message handling procedure
  4. Keeping caller informed
  5. Returning call rather than keeping caller waiting

TASK 1: Observe incidences of effective customer handling.

TASK 2 - (Skills Demonstration Assessment)

Prepare roll plays on the topics listed below. Rehearse with a colleague. Identify appropriate responses to what the customer might say. The roll plays will then be recorded for assessment purposes .

1. Demonstrate how to handle complaints and compliments (10 Marks)
2. Demonstrate the handling of a challenging situation (10 Marks)
3. Demonstrate telephone techniques (10 Marks)
4. Demonstrating participation as part of a team (10 Marks)
5. Write up a critical analysis of personal strengths and weaknesses (10 Marks)

NB: When faced with a difficult situation focus on the solution to the problem not on any negative reactions you may have.

Customer contact skills | Customer service team work | Customer service brief | Lesson material | Home