CUSTOMER
Three types of customers that need additional support
What is Loyal customers?
What is Need based customers?
What is Wandering customers?
What is Discount customers?
What is Impulsive customers?
Methods of communication
What are face to face, telephone, written communication and social media?
1. State one way to keep electronic customer information secure?
2. Types of confidential information
1. encrypt data, backup data, anti malware protection, make old computer hard drives unreadable, install operating system updates, secure wireless network both home and business, turn off computer, use firewall etc.
2. Customer’s credit card, Payment terms, Date of delivery of customer’s order, Customer’s telephone number, customer address etc.
1. Example of a request from an internal customer
2. Example of a request from an external customer
1. minutes of meeting, sales report, deliver quality customer care, coffee etc.
2. Price, Product features, good service, correct change etc.
If you are working as a telephone operator in a company, give an example of a request you would get from an internal customer
Make a call on his or her behalf
Four Needs of Customers
What is friendliness, understanding and empathy, fairness, control, information, option and alternatives?
State one reason for using a probing question.
Give an example of a probing question.
To gather information and data about the customer’s requirements of a product or service.
Example:
Where else could we go to get help with this?
What questions can I answer for you?
What other issues do you need help with?
What other services can I offer you today?
Two reasons why an employee may not be able to help a customer with a query.
1.When the customer is asking for his money back and you don’t have the authority to give money back.
2. When the customer is creating mayhem at the front desk.
3. When a service provider is overwhelmed with customers and need assistance to cope.
4. When an irate customer demands to see the manager and refuses to talk to anybody but the manager.
Examples of verbal communication method that could be use to communicate with customers.
Written - email, letters, memo, notice etc.
Oral- speeches, presentation, announcements etc.
If you are working as a restaurant server in a sit-down restaurant, give one example of a request from an external customer.
Menu choices for the day.
1. Are a set of behaviours or actions that individual anticipate when interacting with a company.
2. Two example of customer expectation
1. What is customer expectation?
2. example: need to feel welcome, understood, recognized, important, appreciated, comfort, assistance , timely service.
Give two reasons why the telephone is not always the best method of communication?
Often it causes miscommunication
network problems
Importance of keeping customers informed when dealing with a query.
By keeping them informed you are keeping the focus on them, showing them that you value them as a customer and you will do what it takes to keep them with your business. If done right, keeping your customers informed can make them feel special and they will reward your business for it.
Guidelines to deal with difficult customer.
USE THE HEARD MODEL
When a customer goes to a supermarket, identify two needs that he or she has.
(i) The need to feel welcome and therefore expects a warm, friendly smile from the service provider. (ii) The need to be understood and therefore expects to be listened to by the service provider.
Measurement that determines how happy a customer is with product or service and capabilities.
What is customer satisfaction?
Examples of Non Verbal Negative body language
Hissing of teeth, Arms across chest; Sulky; Bored look; Frown; Leaning on counter; Not listening to customer; Slouching; Head held down; Furrowed brow; A vexed look; Plastic smile; Doing paper work while talking to customer; Giving customer a limp, fish handshake; Chewing gum; Scratching body parts; Stretching; Beckoning to customer
Reasons for customer complaint?
Poor service, No greeting, Service or product purchased not to expected standard, Faulty goods, Difference in price, Apathy, Passing the Buck, Being talked down to (Belittle or patronize the customer), Rudeness, Unresponsiveness, Wrong information.
Define Internal customer
Co-workers, who rely on you and your work to complete their work, are your internal customers.
A customer has approached you for advice on buying a computer desk and is unsure how to select from the range available. List three questions to ask in order to help him decide which desk to buy.
Price? Size? Make? features? brand? colour?
One example of an internal and one example of an external customer
Internal- Manager, supervisor, accountant, cashier, janitor, sales person, customer service rep, security guard etc.
External- student, another business, delivery personnel, sales representative, genera public etc.
Examples of positive non-verbal signals
A warm, friendly smile; Firm, brief handshake; Eye contact; Wave; Good hygiene practice; Well-groomed appearance; Nod; Listening; Facing customer
Action customer will take if complaint is not dealt with.
Request to speak with supervisor/ manager.
Seek outside assistance e.g lawyer, Customer Affairs Commission
Define external customers
An external customer is a customer who buys the product or service from the company/organization where you – the service provider – works.
Change the following closed questions to open-ended questions:
1. Have you checked the hardware in the system?
2. Do you have any questions?
3. Have you any other needs?
1. What changes have you made to the hardware in the system?
2. What questions can I answer for you?
3. What other services can I offer you today?