1

BSBCUS201B DELIVER A SERVICE TO CUSTOMERS PRESENTATION 1

2

PRESENTATION OBJECTIVES

At the end of this presentation you will be able to:

• Understand who your customers are

• Greet customers

• Attend to appropriate personal hygiene and grooming

• Demonstrate interpersonal skills

• Demonstrate sensitivity to special needs

• Identify legislation relevant to customer service

• Develop rapport with your customers

3

WHO ARE YOUR CUSTOMERS?

Contacts from other organisations•Suppliers, freight delivery personnel, visiting demonstrators, contractors

•These “customers” will form an opinion of your business from their interactions with you

External customers•These are the people who actually want to do business with you.

•Who want to buy from you•Phone, email, online or in person

Internal customers•People in your company who work every day to deliver products/services

•Good relationships among your internal customers is very important for morale

Members of the public Patients / Clients / Service users

Customers come in different shapes and sizes. Regardless of which “category” they fit into, treat them well even if they are not buying something, this time!

They will take away an impression of you and your workplace, you want it to be a good one.

Apart from common courtesy it makes good business sense.

4

GREETING CUSTOMERS – DO’S How does your business ask you to greet your customers?

Every organisation has different requirements in regards to acknowledging and

greeting customers

All organisations will want you to treat their customers in a professional,

courteous and friendly manner. If you don’t someone else will.

Your business will have an approach which is influenced by:

• The main customers that buy from and work with your business

• Anti-discrimination and related policies

• WHS policies and procedures

• Legal policies and procedures

• Organisational policies, procedures and customer service standards

• Industry standards

5

GREETING CUSTOMERS – DO’S

What first? - be positive, friendly, courteous and professional always!

Depending on your customer there will be variations on this order - if

you follow this it will be a great start.

Smile Move to the customer

Speak to welcome Ask questions

Repeat to clarify

Help where you can

Check you are on the right

track

Offer alternatives

Refer to others if you can't help

furtherCheck again Ask for

feedback

6

GREETING CUSTOMERS – DON’TS • Make sure you don’t….

Be smug or arrogant - you are not better than

your customers or colleagues. Arrogant

people generally have a need to look good

Carry a feeling or concern that others

may have something over you

Generalise about customers

Be jealous or judgemental of others

achievements or apparent lifestyle just by a look or presence

Be too busy doing your tasks, no customers

mean no JOB!

Be disinterested in what they want, it’s not

about you, it’s about them

Forget to ask questions - assuming you know what people want is a

big mistake

Rush people or become frustrated by

indecision - everyone makes decisions based on different criteria. Be

patient and helpful

7

GREETING CUSTOMERS - LEARN

Always be professional with customers, learn how to handle

situations by watching and learning:

• Look at yourself and your workmates/colleagues/employees

• Learn from other departments or sectors of your organisation

• Learn from different cultures and people with more personal skills

• Members of the public in other situations besides your workplace

• Other shops and businesses and service staff

• Contact from other organisations such as representatives, sales,

consultants

8

GREETING WHEN AND HOW?

Answering the phone

•Your organisation will have a procedure for this

•It could mean the number of rings or how you answer the phone

• It could mean the tone of your voice, the words you use and how you handle taking messages

Greeting a customer in person

•Are you to approach a customer within “X” number of minutes?

•What should you say? •Can you tell what they want just by looking at them?

•The answer to all of these questions is yes and the details depend on the specific needs of the business

Answering written communication

email or letter

•Your business will have a standard format for letters and emails

•Know what the standards are before you respond

•Organisations go to a great deal of trouble to create an image and need you to comply with a “voice” and style of correspondence

Greeting customer with complaints or

issues

•This is where you need experience and understanding of what you can do to help a customer with a problem

•Possibly the best thing you can do is to get your manager, then watch and learn how to help better next time.

•Example - You work in a department store, a customer comes in with a baby in a pram. She is looking around and walking slowly, the baby is asleep. You don’t rush up and talk loudly offering help. You would smile at her so she knows you know she is there. Then quietly offer help. She is probably enjoying the sleeping baby and the quiet browse. •Another customer comes in rushing, obviously looking for something specific. Don’t just smile at them and wait, they really need your help and they need it now! If you make them wait they may become irritated, they don’t understand how you can’t tell they need something. Then you won’t understand why they were so touchy!

•Example A customer comes to the desk with a product in his hand, your product. The look on his face tells you he is not happy. It is important that you know what to do to avoid him being unhappy. Greeting him quickly and kindly will be a good start.

9

IN GENERAL WHEN GREETING

Greeting your customer

•Courtesy•Make all new customers feel welcome

•There should be a standard greeting depending on the situation

•Example:•Good morning/ afternoon/evening

•Using your name •May I help you? •Thank you for calling

Service

•How to approach your customer, especially in certain cultures

•Help customers without seeming pushy or rude

•Do not point somewhere, take customers to the area or item

•Use structured follow-up procedures

•Example: how to deal with a complaint

Communication

•Consider your verbal and non verbal language

•Avoid looking bored, talking loudly or quickly

•Avoid being too casual or too formal

•Adjust to people's needs and moods

•Understand how to ask the right question

•Confidentiality and discretion

10

PERSONAL PRESENTATION AT WORK

Personal presentation at work is just as

important as greeting customers in a

professional, courteous and concise manner.

Different organisations have different needs.

Your personal presentation standards will vary,

depending on where you work.

Some businesses want to present an image

that is more formal, they will usually have strict

dress and presentation codes, others will be

much more informal and enjoy the impression

that this creates with their customers.

There will be standards that exist regardless of

the uniform standard. You must have excellent:

Uniforms with strict codes

Casual and no rules

whatsoever

Personal hygiene

Grooming

Appropriate dress

Speech and behaviour

See your EBook for more information

11

PERSONAL PRESENTATION AT WORK

Your business may have a policy about personal standards of appearance,

they are usually included in the Employee handbook or your work intranet. You

should have these explained to you at your induction.

The policy could include these as an example, there may be more:

• Wearing a uniform or casual clothes

• Grooming - shaving, make-up, hairstyles, tattoos, jewellery

• Mandatory WHS clothing - Personal Protective Equipment (PPE) steel-

capped boots, high-visibility vests, safety glasses

• Behaviour including alcohol and drug use

• Mobile phone use

• Communication methods

What requirements does your job have in relation to your personal

presentation?

12

INTERPERSONAL SKILLS

Interpersonal skills are life skills we use every day to communicate

and interact with other people, individually and in groups.

They are also known as people skills. They can include:

• Communication

• Listening

• Body language

• Asking questions

• Conflict resolution

• Empathy

13

DEMONSTRATING INTERPERSONAL SKILLS

Seek feedback, summarise and paraphrase to check understanding

Do

• Listen actively and check that you understand your customers needs

• Use appropriate body language• Example: Stand up straight, smile,

move quickly with enthusiasm

Don’t

• Assume you know what your customer wants

• Use poor body language• Example: Slouch, fidget, drag your

feet, lean on the counter

Be flexible Be adaptable Be a team player Show gratitude

Be a problem solver

Demonstrate attention to

detail

Empathic towards others

Display decision making skills

Respectful to others

Allow people to finish speaking

Be a good listener Develop rapport

14

DEMONSTRATE SENSITIVITY TO SPECIFIC CUSTOMER NEEDS

Be mindful and sensitive to customers:

• Those who use crutches, walking sticks, canes or walk slowly

• Offer assistance in a dignified manner with sensitivity and respect

• Do not proceed to assist if your offer to assist is declined

• Listen to or accept instructions

• Offer to hold or carry packages in a welcoming manner

• Be patient and give your whole attention with interest

• Do not pretend to understand if you do not – find other ways to communicate,

hand gestures

• When speaking to a person in a wheelchair for more than a few minutes, sit in

a chair and place yourself at that person's eye level to facilitate conversation

• Don't be embarrassed when a person with a speech impairment speaks to you

15

LEGISLATION RELEVANT TO CUSTOMER SERVICE

Anti-Discrimination Act 1991

• To promote equality of opportunity for everyone by protecting them

from unfair discrimination in certain areas of activity, including

work, education and accommodation

Privacy Act 1988

• To promote the protection of the privacy of individuals, to regulate

the handling of personal information and to promote the

responsible handling of personal information by entities

Work Health and Safety Act 2011

• To provide for a balanced and nationally consistent framework to

secure the health and safety of workers and workplaces by

protecting workers and others from harm and providing for fair and

effective workplace representation in relation to work health and

safety

16

RAPPORT

• Rapport is a relationship in which people understand each other’s

feelings and communicate openly

• Expressing a genuine interest in a customer is key to building

rapport

• Customers must be treated:

• Honestly

• Respectfully

• With understanding

17

WAYS TO BUILD RAPPORT

Express a genuine interest in the customer, it is our job to

understand, to respect and generate trust. Our customers have a

need to:

Feel welcome

Feel comfortable

Be understood

Receive assistance

Feel important

Be recognised

Be treated with

respect

Be listened to

To receive prompt service

To trust you

18

BUILDING RAPPORTPeople cannot read your mind - they can only see your actions and hear your

words

• Ask the right questions, discuss options and communicate specific ideas professionally -

an effective way to persuade others to make a decision

• Deliver a clear message that people can understand and relate to

Some basic experiences for developing rapport are:

• Use customers’ names (if you know them)

• Take an interest in your customers as people

• Give them your undivided attention - make them feel important, heard, and understood

• Listen - so you understand customer needs accurately rather than have them correct

you if you are not on the same wavelength

• Try whenever possible (according to organisation policy) to take ownership of issues

rather than passing them to another staff member

• When it is polite and appropriate, adjust your style to theirs

• Always try to see things from their point of view

19

PRESENTATION SUMMARY

Now that you have completed this presentation you should be able

to:

• Understand who your customers are

• Greet customers

• Attend to appropriate personal hygiene and grooming

• Demonstrate interpersonal skills

• Demonstrate sensitivity to special needs

• Legislation relevant to customer service

• Develop rapport with your customers