SITXCCS007 Enhance customer service experiences
- September 9, 2021
- Posted by: admin
- Category: Certificate IV in Hospitality
SITXCCS008 Develop and manage quality customer service practices
Purpose: This agenda is aimed at developing customer service. Employees understand how to serve both general customers and special customers. Listening to customer feedback to develop and improve services. Also, how to develop the potential of the employees in line with the style and method of the shop so that customers get good service and come back like regular customer.
Time: 9:00 AM – 12:00 AM
Topic 1: Examples of how to anticipate the needs of your customers explained.
Anticipating a customer’s needs is an important part of most retail and wholesale businesses, especially in a more challenging retail environment so they choose to come back. Anticipating needs also provides opportunities for personal and professional growth. A business that takes the extra step of anticipating and providing for an obvious corollary need can generate loyal, repeat customers; and even a humble clerk who is alert to the needs of the customer standing in front of them is sure to advance.
- Listen to what the customer says. The customer will tell us whether she is looking to fulfil a want or a need by the way she approaches the purchase. If she immediately states what she wants, that is what she intends to buy. If she appears indecisive, that is when we ask about the intended use, which helps us to determine what she needs. Build a relationship, however short, with the customer.
- Ask the customer questions designed to elicit information. Ask the price range he is considering, the features he is looking for and whether he is just beginning to shop for the product or intends to make a purchase. It is also helpful to ask what he has seen at competing establishments. Let the customer do the talking.
- Give the customer a choice by presenting different products for comparison. Explain the features, benefits and drawbacks of each product without making a decision for the customer. Our goal is to assist the customer to make the decision for herself.
- Ask for feedback and eliminate the products that the customer feels do not meet his needs. In this way we can guide him to the best product without confrontation, which has the potential for alienating the customer and losing the sale.
- Repeat the information we have gleaned through our questioning, and ask if there is anything else that would affect her interest in purchasing the product. Take care not to push for an immediate sale. Save our close until we are sure we have all the information and then offer a 10 percent discount, free delivery or some other reason that would cause her to transact business.
Topic 2: Importance of providing accurate information to customer.
When the staffs are communicating with customers, it’s important that information is accurate. If the customers are receiving inaccurate information about a product or service may not be as bad as receiving bad information for something as important as in product or services believes that if staffs give poor information to our customers, it can lead to lost profits through refunds, bad word of mouth, and customers taking our business to competitors.
So we have to make sure our staffs are providing accurate information by knowledge. This is a priority when training new staffs. We must make sure our staffs are knowledgeable about our products and services and do not provide any misleading information. If necessary, we can monitor a new staff the first few days they are on the job to make sure that they are providing reliable information.
Be sure to stress the importance of providing accurate information to our staffs as well. Explain that even the smallest bit of poor or false info can lead to a customer asking for a refund, if not worse.
Topic 3: Explanation and importance of consistency and continuous improvement to effective customer service.
Continuous improvement means to consistently strive to improve your products or service according to the highest standards. It is a process which, in the long term, achieves:
- Customer focus
- Enhanced quality of service delivery
- Simplified processes and procedures
- Attitudinal change
- Recognition of customers, both internal and external
Continuous improvement is now a necessity. As companies compete for survival and for market dominance, they must consider:
- Ever higher productivity
- That customer loyalty is decreasing; customers now look for what product or service best meets their needs, not who is offering it
- Product life cycles are decreasing
- Aiming for zero defects
- The effect of technology on business and customers
- That those who cannot maintain improvement are falling behind
Through the continuous assessment and enhancement of products, processes, procedures and attitudes, an environment can be developed where all team members strive for greater levels of quality and customer service.
Topic 4: Ways of obtaining customer feedback about level of service.
There are the 5 ways to get consistent (and high quality) feedback from our customers:
- Email and customer contact forms. There is no question that email is one of the most valuable ways to gather candid customer feedback. However, there are a few ways we can improve the way customers reach out to us via email to maximize this channel’s effectiveness, and all of these changes will create a better experience for customers, too.
The three main elements we should focus on for soliciting feedback via email are:
- Assuring customers of a speedy response.
- Creating an organized customer feedback system.
- Sending candid follow-up emails.
- Customer feedback surveys. A useful customer survey is no easy task. There are so many potential questions we could be asking customers, but we have to be careful in our approach. So we need to make sure your survey follows these proven guidelines:
- Ask only questions that fulfil your end goal
- Construct smart, open-ended questions
- Ask one question at a time
- Make rating scales consistent
- Avoid leading and loaded questions
- Comment boxes. One of the more creative ways we’ve seen for measuring user satisfaction with a particular page can be found in how they implement feedback boxes at the bottom of particular pages.
- Social listening. Listening through social media can prove particularly useful for gathering candid feedback from customers. We refer to this method as “social listening” because direct comments or mentions on social networks aren’t the only way for our business to get responses.
- Reach Out Directly. It’s also one of the most undervalued. If we want to truly understand somebody, we really need to go talk to them. When we’re using surveys, email, or analytics, we’re missing all sorts of contextual information. Customers might say they need more money and more time. But which one are they really passionate about? Which one truly keeps them up at night? We won’t know for sure until we hear the passion in their voices as they talk about their problems.
Topic 5: Identifying needs for staff training to enhance customer service.
A strong company will already have great customer relationships. But a smart company will always be asking “What is good customer service?” If we are not constantly on the lookout for opportunities to improve our customer service, then our relationships will stagnate. Here are a few customer service tips for identifying ways to better serve customers.
1. Strengthen our customer service skills
First, it’s important to make sure that our customer service team has the right skills for our managing customers’ needs that what skills should we be looking for in a customer service rep?
- Empathy, patience and consistency Some customers will be irate. Others will be full of questions. And others will just be chatty. We must know how to handle all of them and provide the same level of service every time.
- Every customer is different, and some may even seem to change week-to-week. We should be able to handle surprises, sense the customer’s mood and adapt accordingly. This also includes a willingness to learn– providing good customer service is a continuous learning process.
- Clear communication Ensure we convey to customers exactly what we mean. We don’t want our customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
- Work ethic Customers appreciate a rep who will see their problem through to its resolution. At the same time, we must have good time management skills and not spend too much time handling one customer while others are waiting. Stay focused on your goals to achieve the right balance.
- Knowledge. Ultimately our customers rely on us for their knowledge of our product. Stay informed enough to respond to most inquiries and know where to turn if the questions become too detailed or technical for us to answer. But don’t be afraid to say “I don’t know” either. Customers will appreciate the honesty and our efforts to find the right answer.
- Thick skin.The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether our team works directly with customers or looking for feedback on social media, they’ve got to keep the customer’s happiness in mind.
2. Improve our customer interactions
If our staff has the necessary skill set, that’s a good start. But they still need to relate to our customers. Here are some tips for making sure customer service is both thorough and well received:
- Ask reps to try to identify a common ground–like shared interests–with the people they help. Having this point of understanding makes conflict easier to overcome by humanizing the relationship, and it endears customers to our rep.
- Practice active listening so our customers feel heard. Clarify and rephrase what the customers say to ensure we understand them. Empathize with and reflect their feelings by saying things like, “That must have upset us” or “I can see why they feel slighted.”
- Admit our mistakes, even if we discover them before our customers do. This builds trust and restores confidence. It also allows us to control the situation, re-focus the customer’s attention and resolve the issue.
- Follow-up after a problem is solved. Make sure the issue stays fixed and that our customers were satisfied with the service. Sending an email, or even a feedback survey is an excellent way to let the customer know we’re still on their side.
3. Enhance our customer service strategy
Our staff may have the skills and know-how to interact with our customers. But what organizational strategies can us employ to please customers? Practice proactive customer service by making your customers happy before they come to us with problems. Here’s how:
- Get personal.Our customers want to feel like they have access to real people, not bots and FAQs. Offer more than just automated email responses, and do not let our telephone prompts or website send them down a rabbit hole. Take full advantage of social media (such as Facebook, Twitter and Yelp) and write responses when our customers post on our page. Post photos and bios on our website. This shows our customers that they are real people working on their behalf.
- Be available.Part of the personal touch is making sure our customers can reach us. For example if our business is primarily online, meet in person occasionally with local customers and offer video calls (such as Skype) for those farther away. Work early and late when needed, especially if our customers are in different time zones. Even providing customers with our physical address helps build their trust and reminds them that our company exists off the internet as well.
- Cater to our customers.Make sure we are fully meeting our customers’ needs. Consider assigning reps to specific customers so they can build a relationship. Offer VIP treatment for our best customers to let them know they are appreciated. What special services might our customers like? Set up focus groups, interview customers, or run a survey to get ideas.
- Create communities.Our customers will feel even more valued if we treat them as important members of a community. We can bring various customers together in numerous ways, including webinars, interactive websites, social media, trade shows and conventions. And don’t forget that while our customers come to these forums to learn from us, we can learn as much–if not more–from them.
Topic 6: Develop a customer feedback
Customer feedback is a marketing term that describes the process of obtaining a customer’s opinion about a business, product or service. So it is important because it provides marketers and business owners with insight that they can use to improve their business, products and/or overall customer experience.
Details of customers to establish a database.
When collecting information about customers, try to find out what our customers are complaint, include any potential customers who have made enquiries about our goods or services.
There is the database that we collect information on our customers, including:
such as name, address, contact details
It’s good business practice to record the details of any customer enquiries so we can follow them up. Enquiries also give us an opportunity to collect customer information and mention our website, mailing list or social media pages.
Use customer complaints as a way to collect customer information. Not only can we record the complaint, but also who made it, why, which staff member heard the complaint and what was done to resolve the problem.