1. Thursday 25th February 2016
Bev Gilder and Sally De-Alwis
Induction and Introduction to
Customer Service and
Communication workshop
NVQ Programme
2.
3. 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
4. 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
9. 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
11. 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
12. ‘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
13. 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
14. 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
16. 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 customer
A 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
19. A model of the communication process
SENDER
(Source) RECEIVERChannel
Encoding Decoding
Feedback (optional)
Communication
Blockages !!
Message Channel
The communication process
20. Exercise ….
Methods of communication
Pros 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?
26. Rapport
Rapport 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?
27. 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
30. 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
31. 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
33. 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
34. 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
35. Next workshop is ….
• 22nd March 2016
• 9.30 – 1.00 pm
• Bench marking and problem solving
