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Customer Service Skills

Customer Service Skills. Dealing with Complaints. 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?.

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Customer Service Skills

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  1. Customer Service Skills Dealing with Complaints

  2. What Skills are Needed? • Friendliness • Helpfulness • Effective use of body language • Good product knowledge • Listening skills • Courtesy • Effective complaint handling skills

  3. Why are These Skills Needed? • Customer facing situations require service skills • When customer experiences go wrong staff need to deal with the outcomes • Create loyalty, save a customer • Customers regard justice as important to how their complaints are dealt with

  4. Methods of Delivering Service Customer service can be delivered through three main methods: • Written (letters, faxes, emails) • Face-to-face • Telephone

  5. Customer’s Needs • Security • focus on warranties and guarantees and have a fear of taking risks. • Social • need to be appreciated and have a fear of being ignored. • Results • focus on results and have a fear of failing.

  6. What Next? • Go to the Activity to practice your own customer service skills

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