What Skills are Needed? :
What Skills are Needed? Friendliness
Helpfulness
Effective use of body language
Good product knowledge
Listening skills
Courtesy
Effective complaint handling skills
Why are These Skills Needed? :
Why are These Skills Needed? Customer facing situations require service skills
When customer experiences go wrong staff need to deal with the outcomes
Customers regard justice as important to how their complaints are dealt with
More on this from previous session (http://www.bized.ac.uk/educators/16-19/tourism/custservice/activity/provision1.htm)
Methods of Delivering Service :
Methods of Delivering Service Customer service can be delivered through three main methods:
Written (letters, faxes, emails)
Face-to-face
Telephone
What Next? :
What Next? Go to the Activity to practice your own customer service skills