Skills in Customer Service

1. Skills in Customer Service

2. What is customer service? • Good customer service happens when a firm is able to consistently meet their customers' wants, expectations and needs. • Excellent customer service is the ability of a firm to constantly and consistently exceed the customer's wants, expectations and needs.

3. Skills required for excellent customer service Presentation Skills: • personal presentation such as personal hygiene, uniform, hair, make-up and jewellery Body Language • posture, facial expressions, gestures and eye contact with customers

4. The Working Environment •  Staff presentation of their work area and equipment should reflect efficiency and care. Interpersonal Skills •  Staff should demonstrate tact and efficiency, show interest in customers, listen to customers and make responses relevant to customers’ needs.

5. Communication Skills •  caring and not condescending, only use technical language when the customer understands it, be careful not to use slang or jargon—this can quickly turn off customers, the pace (speed) must be appropriate. • It is important to listen as much as it is to talk. • Body language must suggest that the employee is interested.