Week Two
BSBCUS301 - Deliver
and Monitor a Service to Customers
2 Deliver a service to
customers
2.1 Provide prompt service to customers to meet
identified needs in accordance with organisational and legislative requirements
2.2 Establish and maintain appropriate rapport
with customers to ensure completion of quality service delivery
2.3 Sensitively and courteously handle customer
complaints in accordance with organisational and legislative requirements
2.4 Provide assistance or respond to customers
with specific needs according to organisational and legislative requirements
2.5 Identify
and use available opportunities to promote and enhance services and products to
customers
There are a number of basic rules that apply when you are establishing
rapport or a relationship with customers:
Show a genuine interest in the customer:
Customers prefer to do business with people they like. You can gain this
approval by establishing rapport, or a positive connection with a customer.
Rapport can be established by:
·
asking questions
·
making eye contact
·
offering to help
·
recognising mutual interests
You will usually find that the customer responds to this type of behaviour by identifying you as being keen to assist them to understand their needs and find a solution to their problem. The time you take to establish a relationship with the customer will enhance their commitment and trust in the organisation.
Refer the customer to another appropriate organisation if you are unable
to help:
If you cannot help, or refer to another person in the business, honestly
tell the customer. It would be even better if you could spend a few minutes
talking to them to gather more information and then accurately refer them to
the correct organisation.
Provide translations or bilingual support to non English speaking
customers
Most businesses operating in a situation with non English speaking
clients will have set procedures and systems to appropriately service these
clients. It is important that you treat these customers with the same respect
and courtesy as every other client, even though they may have difficulty
communicating.
Present a positive, can do, will help, attitude at all times
A positive, “will help” attitude is important at all times but
absolutely critical when the customer is giving you negative feedback or
complaining about the service they have received.
Empathic phrases are a simple and easy way of conveying that you
understand your customer’s situation. You may try using the following phrases:
·
I can see how difficult this must be for you.
·
I understand what you mean.
·
I understand how inconvenienced you must feel.
·
I am very sorry that this has happened to you.
Use a genuinely warm and caring tone, to enhance the meaning and
effectiveness of empathic phrases. Saying “I’m sorry” to a customer does not
imply that you or your organisation did anything wrong; it simply conveys that
you are genuinely sorry that the customer has had a bad experience.
Check with your workplace policies or procedures or your supervisor or
team leader regarding your organisation’s preferred method of dealing with
angry or dissatisfied customers.
·
When a customer is upset, they want to express their feelings, and they
want their problem solved.
·
Be patient and allow time for the customer to express their feelings.
The customer will be more prepared to listen to you once they have ‘got
their feelings off their chest’. You can then begin to participate more
actively in the process of solving their problem. Let the customer know
that you understand why they are upset and that you are ready to help them.
Activity 1
Complete the following “Self-Assessment” checklist :
Copy and paste the checklist into a word document so you can fill it in there and keep for reference purposes.
https://www.goer.ny.gov/Training_Development/sld/gws/job_aids/CustomerServiceSelfAssess.cfm
Copy and paste the checklist into a word document so you can fill it in there and keep for reference purposes.
https://www.goer.ny.gov/Training_Development/sld/gws/job_aids/CustomerServiceSelfAssess.cfm
Customer Service
Charter/Procedures/guidelines
Many organisations that have a focus on Customer Service will have a
Customer Service Charter or Manual, outlining the expectations for staff in
dealing and providing services to customers.
Here are a couple of examples:
http://www.maitland.nsw.gov.au/Library/YourLibrary/Customer
Here are a couple of examples:
http://www.maitland.nsw.gov.au/Library/YourLibrary/Customer
Activity 2
Find as many library customer service charters as
you can in the time allotted for different types of libraries such as a school
library, a university library, a public library, a national library, a state
library, a special library etc.
Class Activity 3
Class Activity 3
Hi Library Staff,
I’ve received an overdue notice for a book that I only
borrowed 10 days ago, it says on the notice that I have a fine of $3.00 and
that the book is “prescribed reading” I
thought I could borrow for 14 days
Can you tell me what happened please
Thanks
© Copyright Chisholm Institute 2017
© Copyright Chisholm Institute 2017
