Customer Service Who is the customer Someone who

Customer Service

Who is the customer? Someone who buys goods or uses products. Customer service involves taking care of the customer’s needs.

How do you create a good first impression with customers? Eye-contact Nice warm smile Friendly greeting Pay attention to customer Dress to impress Hair and dress well-groomed Be respectful Do your part Try to help co-workers

Communication Skills What is communication? Giving and receiving different types of information. What communication skills (abilities) can you think of?

Communication Skills Verbal Communication Non-verbal Communication What is the difference between them?

Verbal Communication Skills Questioning Skills Open-ended questions (need a full meaningful answer) Closed-ended questions (need a short answer) Probing questions (intended to make someone think and elaborate) Confirming questions (to check that the customer understood) Conversational Skills (skills used to start, keep and end a conversation) Vocal Skills (using your voice)

Non-Verbal Communication Skills Good Listening Skills Understanding non-verbal cues Facial expressions Eye contact Smile Hand gestures Position

Activity Classify these skills under Verbal or Non-Verbal Communication:

Activity Verbal Communication Non-verbal Communication

Customer’s Needs What are the skills needed to satisfy customers’ needs?

Skills to satisfy Customer’s Needs Patience Be patient: do not give the impression that you are restless or in a hurry. Attentiveness Be attentive by concentrating on what you are doing and be aware of what customer need. Clear communication Make sure you communicate clearly in a way that can be understood.

Skills to satisfy Customer’s Needs Knowledge of the product Be knowledgeable about your products and their features so that you can give clients good information. Ability to use positive language Use positive language: be optimistic in your language and approach. Time management Manage your time well to complete all the necessary tasks and deal with all customers.

Skills to satisfy Customer’s Needs Calming presence Approach customers peacefully and have a calming presence. Persuasion Work on your persuasion skills so that you are more likely to sell products. Empathy Empathise with clients by trying to put yourself in their situation to understand them.