The Service
Challenge – xxxxx
Team
Session Aims and Objectives

Review principles of good customer
service

Understand the importance of service
chains

Work through a customer journey and
identify improvements in your service

Individually

In teams

Identify areas for skills improvement

Formulate an action plan
2
Good Customer Service?
Think of your favourite place or a recent time you
experienced good customer service
 What made it good
 What did the person who dealt with you DO? To
make you feel valued as a customer
Think of the last time you had a Bad experience
 What made it bad
 What did the person who dealt with you DO? How
did you feel
Customer Needs and Expectations
When you’re the customer you want





Attention – make customers feel they come first
EVERYONE to be helpful - Whatever your job, customer
service is always your job.
Solutions not problems. It’s easy to say no. Try to say
yes.
When something goes wrong, you want a solution more
than ever. Show angry customers you understand, work
out a solution together.
You really notice when someone tries – do a bit more than
the customer expects.
Components of Customer Service
ATTITUDE
Courteous, Helpful, Positive, Caring, Enthusiastic
SKILLS BEHAVIOUR
KNOWLEDGE
Acknowledging,

People
Opening conversations,

Products
Smiling, Building rapport,

Procedures
Questioning, Listening,
Clarifying, Summarising
Customer Service – Why bother?

No customers, no job!

Our business is a service

As an individual:


You want to be someone people think of positively

Feel good about the job you do
As a team:

Meet expectations of internal and external customers

Be seen as an effective, efficient team or department
The



Service Chains
Everybody is part of the service chain - serves customers
either directly (dealing with the end customer)
Or indirectly – deals with another part of the organisation
To deliver a good service every link in the chain must be
strong (including you!)

Strong links come from two-way communication

The link immediately after you is your direct customer

The link immediately before is your provider

Improving the service you get from your providers is the
first step to improve the service you give to your
customers
Constructing the Map
What are the main
elements of the process?
Identify the
Journey Type
and Customer
Segment
Identify the
Key Journey
Steps
Be your
Customer
Think about their
-Actions
-Responses
-Language
-Feelings
-Emotions
Plot the High
and Low
Experiences
Moments of
Truth?
Journey
Journey
Type
Type
Mapping the Customer
Journey
Customer
Segment
Moments
Moments
of
of Truth
Truth
Key
Key journey
journey
steps
steps
Great
Customer
Satisfaction
Rating
T
h
e
S
e
r
v
i
c
e
C
h
a
l
l
e
n
g
e
Poor
Solutions
Solutions
Receive letter
– looking
forward to it
Finishing was a
relief
Judge thanks
jury – much
appreciated
Judge was
‘professional’
Expenses ‘a
hassle’
Trial was
impersonal
Easy to
change date by
email
Locked in
Slow selection
process
Late start most
days
Only small
amount of
evidence
useful
Not sent
information
about
sentencing
No preparation
for delivering
verdict
Victims family
start to cry –
‘lowest point’
Skills Based Competencies
The individual is able to:

Greet customers in a friendly and positive manner

Use the client contact system to assess client needs

Meet our service standards on response time

Use the database to generate the information required by the
customer

Answer customers’ questions in a confident manner

Handle difficult customers in an assertive manner



Prioritise their time in line with the team service standards in
place
Proactively solve problems likely to affect customer service
Build relationships and liaise with other departments to ensure
that the client’s needs are met.
Developing a positive and
proactive approach
How to:
Create a positive image
Own the problem - SAS Follow-through
Reputation opportunities
Finally, ask yourself – am I treating this
person the way I would want to be treated
myself
Creating a positive image
 Helping customers see the strengths of your
service.
 Ensuring that you have done everything
possible to give a positive impression of your
organisation.
 Developing a relationship with customers that
makes them feel valued and respected as
individuals.
Tips for improving our image
 The power of the first few minutes.
 To make a determined effort to be personable
and friendly at all times.
 Not to keep people waiting.
 To smile.
 To communicate clearly.
 To take trouble to satisfy the customer, even if it
means going the extra mile.
Communicating

Face to Face

Positive body language

Listening

Verbal
Customer Service Action
Planning
List a number of objectives relating to
customer service:
Targets
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