Communications: Listening and Speaking Skills – Discussion and Negotiation.

Customer Service: Effective participation as part of a team.

Customer Service: Customer Care Policies, Customer Contact Skills

Teamwork Exercise on a Customer Care Policy

Prepare a Customer Care Policy for a small retail business.

Prepare general guidelines for customer service staff on verbal and non-verbal communication with customers (listening skills, positive body language, personal presentation, face to face contact and telephone techniques.)

Include guidelines for staff on how to handle customer situations (Queues, Complaints, Out of Stock, Frequently Asked Questions (FAQ’s).

How will staff ‘Buy Into’ Programme?

Prepare Mission Statement.

Self Evaluation

1. What was your role in the team? ______________________________________________________________________

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2. Were you comfortable in the role? _____________________________________
   
3. What was your contribution to the team?
   

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4. Did you feel that other members of the team would agree with your own assessment of your performance? Explain.

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5. What was my greatest strength as a team member? (Explain why)

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6. What was my greatest weakness as a team member? (Explain why. How can I overcome this?)

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7. Any other observations?

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