Skills in customer service: A handbook

Skills in node service A handbookCommunication skills below enthral inform how each step would be utilise to provide excellent guest service skills. facial gesture to faceFace to face garters provide excellent client service by delivering/developing right interpersonal relationships. It aloneows the node to engage with the agent better. In addition it allows the customer to happen central because the agent has given dedicated time to that customer.By having a face to face it assistances the agent gage what the customer necessitys and provide better customer service as a result.Telephone e.g. call focus onA telephone call to a call centre allows the customer to discuss their needs as and when it suits them. For example they ar not governed by the shop opening times of Monday to Friday 9am 5pm.As it open fire be harder to find confabulation theory via phone it bureau that the agent needs to listen more meticulously, this should therefore support the customer tim bre understood and appreciated.Building rapportBy building a rapport the customer feels as if the agent is interested in what the customer has to say and the customer feels as if they associate with the agent. By the customer feeling understood the customer is more probable to be free coming with schooling and this will assist the agent in providing the customer a better service.Effective listeningBy the agent demonstrating good listening skills the customer feels as if he/she is grievous and that the agent wishes to assist the customer. affectional communication is a two way process you stupefy to listen in order to understand the conundrum whence you have to be able to ask the customer pertinent questions to develop as good a relationship as possible.QuestioningBy probing the customer with relevant questions you can show that you have listened. It withal assists you in aiding the customer to develop their travel externalises. This ultimately gains higher way levels for the agency.Developing a dialogueVerbal communications is a key feature of as a sales consultant. By developing a dialogue you show interest in the customer, you can too show that you c be and want to understand the customers individual needs to best serve themNon-verbal communication e.g. embody language, eye contactAll though verbal communication is important, it is not the most used. Non-verbal communication is used around % of the time.By keeping good eye contact with the customer you help to develop a sense of interest with that customer. In addition by ensuring that you do not cross your arms and depart your body as open as possible. This is because crossed arms demonstrates that you are feeling defensive and this creates an standard atmosphere of anticipation and potentially physiological discomfort.Written CommunicationIt is important to ensure that all written communications are written with good grammatical structure, that there is no spelling copes and that correct pu nctuation is used.It is important to use the correct salutations as to not cause offense to the customer.By ensuring that all documents are correctly structured helps to ensure that the customer is dealing a boni fied professional organisation.Complaint HandlingWhich skills could you show end-to-end each procedure?ListeningWhen dealing with a customer complaint it is important to show that you care. one(a) important part of this to allow the customer to talk. By listening to what the customer has to say you can then start to conk out how to deal with this problem. It will also allow you to prepare all questions you need to ask in order to develop the full scenario of the compliant.QuestioningBy asking the customer relevant questions you can help develop a case file you need to best assist the customer. It also demonstrates to the customer that you have been listening to their problem and that you wish to help them resolve it where possibleEm runwayisingBy empathising with the c ustomer you demonstrate to the customer that you care about what has happened and that you wish to do all within you power to help them.Empathising can help the customer to feel as if they are being taken seriously.By the customer feeling as if they are being taken seriously it elbow room that they can believe that the bureau will be dealt with in a professional manner.Understanding the problemBy understanding the problem at hand the agent can flow out the best solution to resolve the problem. This whitethorn mean talking with other colleagues or referring the matter.The agent can ensure that all segments of the situation are accounted for and dealt with.Taking control of the situationBy having one member of staff being in armorial bearing of dealing with the complaint it helps to ensure that the situation is dealt with correctly.It also reassures the customer that they will be dealt with in a professional and competent manner.Agreeing solutionsOnce the employee has deemed at le ast one suitable solutionFollow upPresentation of yourselfShow how a member of staff should be presentedPresentation of the organisationBelow explain how the environs should be presentedThe exterior The exterior of the store should be clean, this means ensuring that windows and doors are washed and that the path is swept and looks presentable.Window displays should be structured They should be level, crisp and eye catching. The information should be idle and concise.The interior The interior should be hygienic lit. The floors should be hovered and kept clear from rubbish and clutter.The racks should be well stocked and the brochures on display should not be ripped or creased. Those that are ripped or creased should be removed.The brochures should have a structure for easier allocating, i.e. brochures that are for worldwide travel should be in the worldwide travel incision where as brochures that are UK tourism should be located in the UK tourism section. Staff should ensure tha t when they orchestrate brochures on the shelfs they follow the companies racking policy.Staff desks should be neat and tidy. This will help customers feel as if they are dealing with professionals. aggroupworkPlease explain the immenseness of the following when working in a team ensure you explain each step and the possible outcome.MotivationMotivation is important because it helps regulate an organisations productivity. Keeping teams motivated means that everyone feels prudent and helps staff develop a sense of importance and means that they put all there effort into their work.By developing motivation sales are more likely to be higher and therefore the agent is of more benefit to the agencyTeam rolesWhen roles are defined to staff it helps to develop a structure, in return this helps to define what each employee is responsible for doing to achieve the business goals and objectives.By developing a clear structure of who is responsible for what role means that employees can do work without necessarily interfering with others work, this means that work is done to a speedy and higher standard.Delegation of tasksBy delegating staff with tasks means that they have clear objectives and tasks that they must get along in order to be successful.By ensuring that employees know what is expected of them they can develop a plan on how they will achieve this task and if possible exceed it.This is then beneficial to the employer as it means that revenue is high, staff and customer moral is also high and will most likely convey to repeat business as the customer is happy with the outcome.Lines of authorityBy having set outlines of authority it helps all subordinates to know who they speak to regarding problems In the long run this assists with ensuring that the organisation maintains effective communication.By ensuring that clear lines of communication are kept it allows for problems to be dealt with in a quick and easy manner.This means that a customer can have the ir problems dealt with in an effective manner. This will ensure that the customer remains satisfied with any problems that may have occurred.What are the benefits of teamwork to colleagues, customers and the organisation?The benefit of teamwork for colleaguesBy employees working together it allows them to tackle an issue with multiple views. This can assist them in finding the best outcome for that given situation.Team work can help employees develop their communication skills. This can help them to become more assertive and feel as if they settle within the organisation.By ensuring teamwork is a strong ethic it helps to develop a multi-cultural purlieu where diversity has a strong place within the organisation.By developing a diverse environment it helps all employees to bond.The benefit of teamwork to customersGood levels of team work means that employees feel happier and this can be feel by customers.By ensuring that customers feel good vibrations from customers from employees means that a customer is more likely to feel comfortable and purchase.By employees working as a team it allows the employees to develop their competencies and demonstrates professionalism to customers. This helps to make customers feel more confident with the service they are to be offered.The benefit of teamwork to organisationsBy an organisation having staff that work well within a team setting it allows the business to develop a good coating that allows for productivity to be at an optimum and in return means that profitability is likely to be higher.This means that employees are more able to satisfy the needs of the customer and the customer more likely to offer repeat business.If employees work as part of a team it can help an employer stay on with discrimination laws as the employees feel more connected and less likely to discriminate against one and other. seam SkillsWhat is the importance of having these skills for an organisation? Where could they help you within your emp loyment?Completion of documentation e.g. tickets, formsUse of IT e.g. email, computerised reservations system (CRS), earningsBusiness standards e.g. accuracy, legibility, business conventions