Customer Service for Green Deal Representatives

1. Customer Service for Green Deal Representatives Kay Charlett

2. How does the City and Guilds Qualification match Green Deal? • Level 2 Award in Understanding Sustainable Energy Efficiency (6068-01) • Five Units: 001 : Understand the Principles & Operation of the Green Deal 002 : Understand General Health, Safety & Welfare in the Workplace 003 : Understand the Principles of Customer Service 004 : Understand the Use of Energy Efficiency measures on Different Buildings 005 : Understand Insulation & Building Treatment Methods

3. Our Aim is to : Use our knowledge, research and discussion to develop a greater understanding of how excellent Customer Service needs to underpin the Green Deal Representative’s Role

4. Why valid? Shift focus from all the facts learned regarding the Green Deal Scheme to now dealing with our customers as individuals

5. Our overall learning outcomes – to understand • Reading Borough Council’s policies for the delivery of effective Customer Service (CS) • The key factors required to carry our effective CS • The appropriate behaviour required when dealing with Green Deal customers • The importance of responding effectively to the requirements of the Green Deal customers • how to communicate effectively with the Green Deal customer

6. 1. Understand Organisational Policies and procedures for delivering effective customer serviceWhich Policies apply? • Green Deal Code of Practice • RBC’s Customer Service Handbook • Customer Service Charter • The Health & Safety Policy • The Lone Working Policy

7. RBC’s promise to the people who use our services is: • “Reading Borough Council is here to provide public services to the community of Reading. We commit to use our resources effectively to offer the highest quality services possible delivered fairly and courteously by well-informed staff who take pride in what they do. • To help us deliver a high standard of customer service we would ask you to behave courteously and reasonably towards us and to other service users.”

8. How does it work? • Driver of continuous improvement • As a skills development tool • As an independent validation of achievement Customer Service Excellence – The Government Standard BM3 Unit 300.1.2

9. Exercise LEADING THE WAY RBC’s Customer Service Handbook Discuss in groups the section you have been given and feed back main points from your flipcharts

10. Summarise the main points • Why beneficial? • How do policies contribute to a high level of CS? • What are the possible effects of ignoring? • Practical ways? ID, Jackets, working in pairs

11. 2. Key factors required to carry out effective customer service What are the main qualities and attributes needed by a Green Deal Representative?

12. Main Qualities & Attributes • Oral and written communication skills • Listening skills; empathy, patience, why? – “listening is not just waiting to speak!” • Non-verbal communication skills • Positive and friendly • Questioning skills – repeating back to affirm knowledge

13. Exercise Possible customer Scenarios • Discuss in groups • concentrate on what we have reviewed so far • think about how the policies and main attributes will come into play in these situations

14. How will we prepare to present a professional and knowledgeable image?

15. How will we prepare to present a professional and knowledgeable image? • Appearance and hygiene • Confident body language – what is it? What isn’t it? • Remaining calm under pressure

16. Maintain professionalism if customers mention ‘bad press’ Last week - • Sun : Governments flagship energy saving scheme – branded a rip-off • Telegraph : Be wary of Green Deal warns consumer watchdog • Guardian : Green Deal unlikely to deliver promises

17. Good coverage in Reading –Evening Post February 5 “£280,00 for Reading Green Deal” Good to be aware – but no debates please!

18. Customer Service for Green Deal Representatives In today’s session we have covered • Relevant Policies • Key factors required to carry out effective customer service TOMORROW • Understanding appropriate behaviour • Understanding responding effectively to the requirements of the Green Deal customer • Understanding how to communicate effectively

19. Customer Service for Green Deal Representatives Kay Charlett

21. Customer Service for Green Deal Representatives Kay Charlett

22. Customer Service for Green Deal Representatives Last session we covered • Relevant Policies • Key factors required to carry out effective customer service TODAY • Understanding appropriate behaviour • Understanding responding effectively to the requirements of the Green Deal customer • Understanding how to communicate effectively

23. 3. Understanding Appropriate behaviour As a Green Deal Representative for Reading Borough Council, what do you feel that means?

24. Exercise Your experience of a memorably POOR Customer service experience Discuss in groups • Why still remembered? • How did it make you feel? • How many people did you tell?

25. 3. Understanding Appropriate behaviour First Principle Understanding that your own behaviour have an effect on the behaviour of customers in a positive, and negative way

26. 3. Understanding Appropriate behaviour Why especially important to behave assertively and professionally at all times when working as a Green Deal Rep, avoiding aggression or ‘hard sell’ tactics

27. What does it mean to be ‘assertive?’ • Do not be demanding – make reasonable requests, be prepared to compromise • Be direct – if you have a problem then deal with the situation head on (examples?) • Be confident – even if slightly in doubt. Say ‘no’ when appropriate • Control your emotions – do not get frustrated or angry • If you are assertive in the correct way it will improve your reputation

28. 4. Understand the importance of responding effectively to the requirements of the Green Deal customer Why especially important when dealing with customers face-to-face? What needs to be identified?

29. Exercise LEADING THE WAY Re-visiting RBC’s Customer Service Handbook Discuss in groups the section you have been given and feed back main points from your flipcharts

30. Exercise Possible customer Scenarios – volunteers for role-play Look at our scenarios again and this time consider The following: • How can you accurately identify and confirm the expectations of your customer? • Why is it important your customer is informed and reassured? • Why is it important to explain to customers when their needs and expectations CANNOT be met? • Why is it important to gather feedback to help meet the expectations of the Green Deal customers?

31. Key points – Leading the Way Handbook p.46 • Be well informed and prepared – identify yourself & RBC • Make sure you ask the right questions • Actively listen – be genuine – use their name • Give honest answers and undivided attention • Ensure the customer has understood the discussion • Follow up when promises are made • Apologise if necessary – be patient • Make future pathway or action very clear • Evaluate and learn from good and bad practice

32. The cycle of effective face-to-face communication

33. 5. Understand how to communicate effectively with the Green Deal customer Principles • Face-to-face • Body language • Gestures – positive and negative impact of? • Facial expressions – folding arms, open arms • Eye contact – too much, too little • Using language appropriate to individual Anythingelse we need to consider?

34. Also importantEquality & diversity awareness • Adapting communication methods – when? • Language difficulties • Cultural differences – examples? • Hearing impaired • Visually impaired

35. Our overall learning outcomes – to understand • Reading Borough Council’s policies for the delivery of effective Customer Service (CS) • The key factors required to carry our effective CS • The appropriate behaviour required when dealing with Green Deal customers • The importance of responding effectively to the requirements of the Green Deal customers • how to communicate effectively with the Green Deal customer

36. Customer Service for Green Deal Representatives • Will be in touch with dates for underpinning knowledge sessions and City & Guilds mock tests • Individual Moodle log-in • Contact me : kaycharlett@gmail.com