Learning Guide
for the
Developed by Annie Clasen
through the
Florida RV Trade Association &
Florida Gateway College
Customer Service Techniques
for the RV Receptionist
Learning Guide
Introduction:
Having well-trained individuals in the front-line position of Receptionist at an RV
dealership is crucial for greeting and assisting customers in a highly competitive
market. The first impression of a business is the first person they hear on the phone or
meet in person as they enter a business. It is essential for these individuals to have
tools to make them successful in dealing with the public in a busy sales and service
environment. The video and learning guide are designed to give front-line
receptionists tools to assist customers in a friendly and professional manner.
The Customer Service Techniques for the RV Receptionist Learning Guide includes
the following modules:
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•
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Module 1:
Module 2:
Module 3:
Module 4:
Module 5:
Module 6:
Importance of customer service
Skills & expectations for the RV Receptionist
First impressions
Communicating on the phone
Handling difficult customers
Organizational techniques for the workplace
Training Objective:
Gain a working knowledge and practical skills to assist recreational vehicle customers
in a friendly and professional manner.
Learning Activities:
View the video “Customer Service Techniques for the RV Receptionist” for a preview
to the learning guide.
Read each module with a pencil in hand, completing the activities in each. As you
complete the activities and assessments in each module, reflect on how you can
improve your own customer service techniques and unique work area.
Share your responses and reactions with your team members. Discuss techniques
that have worked successfully for you. Good customer service is contagious – spread
the word!
At the end of each module is a Self-Check for you to check your knowledge of
the material. When you see this image, take time to reflect on the topic.
Use the self-check as a guiding tool to improve your customer service skills.
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Module 1: Importance of Customer Service
Let’s get started with the basics!
Customer Service is . . .
the ability of friendly, knowledgeable, and capable employees to deliver
personalized service to their customers in a professional manner that
results in meeting the customer’s expectations and resulting in positive
interactions.
In simple terms it is . . .
making your customer’s day by providing
great, personalized customer service!
Who is your customer?
‘ External customer – anyone who chooses to do business with you. This
customer may be a current one or a potential one.
This is a customer who has actively sought out your
business. This customer is the reason you have a job.
‘ Internal customer – your co-workers; others who rely on your actions in order
to accomplish their own duties. This customer may be
down the hall from you or even at another location. This
customer is important – they help you do your job.
Think about it:
What would your customers, both external and internal, say about
you?
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Module 1: Self-Check
As a receptionist, your ability to relate is reflected by your actions when dealing with others in
all areas of your life – in the workplace, as a customer, in a training environment, at public
gatherings and with your family. Your actions are a good indicator on how you will perform in
the position.
To help you gain a better idea of how well you are currently performing in these areas, take
the following quick assessment before you start your training module. This information is for
you to recognize your strengths and help you focus on where improvements can be made.
Take time to reflect on the statements and answer honestly.
Directions: Using a scale of 1 – 5, rate your behavior when you work with others.
Scale
1 = Rarely
2 = Sometimes
3 = Frequently 4 = Usually
5 = Always
_____ 1. I am friendly both in person and on the phone.
_____ 2. I ask others for their input, actively listening to their responses.
_____ 3. I am open-minded and respectful.
_____ 4. I strive to be helpful and solution-oriented.
_____ 5. I provide prompt and accurate information to questions I am asked.
_____ 6. I am courteous, using words such as thank you, welcome, I apologize.
_____ 7. I am understanding and caring.
_____ 8. I think of alternative ways when someone’s first request of me
cannot be fulfilled.
_____ 9. I make every effort to deliver more than expected (take the extra step).
_____ 10. I actively seek ways to improve my skills and my workplace.
How did you do?
45 – 50
Excellent people-orientated behaviors
40 – 44
Good skills – what can you do differently to make your skills excellent?
30 – 39
Average skills – work toward improvement by studying others who give excellent
service and incorporate their methods into your own work habits.
Below 30
Room for improvement – find a person who you admire for their interpersonal skills and
ask them to coach you as you learn the skills needed for good customer service.
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Module 1: Importance of Position
The recreation vehicle (RV) industry’s success is based
on building relationships with people who enjoy a lifestyle
of traveling on the road. There are more than 3,000 RV
dealers in the United States. All of these dealers rely on
high-quality communicators to welcome customers and
direct them to the appropriate departments. The position
of receptionist is the first person that a customer will
encounter as they enter the business. The customer’s
decision to spend time and money at your dealership
starts with you. You are a key element to the success
of the RV industry.
There are two types of skills needed to be successful in
the position of receptionist. The first type of skills needed
is considered to be “human relations,” often called “soft
skills.” The second type of skills needed is the ability to use technology, such as
telephones and the computer. These technology skills are called “hard skills.” A
blending of both skills is necessary to assist customers in a busy, front-line position
where you will be responsible for both walk-in customers and those communicating
via the phone and e-mail.
We all have been customers who have been ignored as we enter a business or met
by a surly employee. These employees may be busy with other tasks instead of
making time for the customer, or simply uninterested in taking time for the customer.
We don’t feel important as a customer. We leave the business and seek a business
who takes time to give us personalized attention. The loss revenue of these “walkouts” is great. The employees who are unfriendly and too busy for customers send
out a strong message to the customer that their business is not wanted. Your actions
as a receptionist reflect the company’s values.
As a receptionist, your first responsibility is to make a customer feel welcome
and to promptly assist them. Your job is to give that personalized, quality attention
to each person who enters your business. You are expected to be a source of
information to those coming into your business. This information spans from the
hours of operation, directions, types of vehicles you carry, services you offer, and
even where a nearby attraction may be. You are the person that the customer will ask
anything!
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Module 2: Skills & Expectations for the RV Receptionist
Take time to prepare yourself for the challenge of dealing with people as you operate
the technology needed to communicate, as well as develop the human relations skills
needed. This training module will reinforce some skills you may naturally do, as well
as make you aware of the skills needed to successfully deal with an ever-changing
customer base.
As discussed in Module 1, there are two types of skills (“soft” and “hard”)
needed to be successful in the position of receptionist. Which of these skills do
you think are needed to be successful as a receptionist?
_____ Friendly
_____ Shows Empathy
_____ Quality-focused
_____ Good Listener
_____ Eye Contact
_____ Enthusiastic
_____ Sincere
_____ Accurate
_____ Logical
_____ Patient
_____ Consistent
_____ Culturally Aware
_____ Positive
_____ Courteous
_____ Problem-Solver
_____ Team Player
_____ Multi-tasked
_____ Objective
_____ Computer
_____ Phone Etiquette
_____ Product Knowledge
_____ Flexible
_____ Life-long Learner
_____ Proper grammar
_____ Proactive
_____ Resourceful
_____ Willingness to Learn
If you selected all the skills above, you are correct!
What other skills are necessary that are not on this list?
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Module 2: Skills Self Check
Employers will often say that they make hiring decisions based on an individual’s
ability to relate to others - their ability to communicate. That is especially true in hiring
a receptionist. This position requires a person who likes helping others and is peopleorientated. The “hard skills” needed, such as answering a multi-line phone or
accessing a computerized data base, can often be taught; yet, it is difficult to train a
person to be naturally friendly and outgoing. The willingness to learn the technology
skills and product information is demonstrated by an individual’s attitude on flexibility
and improving their skills through training.
Self Check: Which skills do you possess?
Using the list of skills in the previous page, circle the skills
that you currently possess.
Highlight the skills that you need to improve or gain.
For those skills you need to work on, use this action plan to get started.
Skills Needed:
Action to Gain Skill:
Start Date
Target Date:
Example:
Computer
Take a computer software
class at local technical center
March 1
June 1
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Module 2: Expectations of RV Receptionist
Customers come into the recreation vehicle industry from
many diverse backgrounds – from all over the United States,
different countries, economic levels, educational levels, and life
experiences. These customers may be experienced RVer’s or
exploring the possiblity of purchasing or renting their first recreational
vehicle. They may be families, individuals, or retirees.
One thing most of your customers have in common is the love of
travel. From the full-timers to the ocassional vacationers, most will
agree that they love the freedom of traveling in a RV! You will
encounter a wide spectrum of customers from those who live full-time
in their motor home to the families who excitedly go on a once-in-a lifetime vacation
and everyone in between.
During your interactions with the many customers you will encounter, it is important to
take the time and effort to know who your customer is. No one likes to be treated as
just another person in a line. Your attention can truly make a difference in how the
customer perceives your business. Your attention can make them feel special. They
will return to a business who gives them great, personalized customer service!
You can quickly get an idea of how to be successful with each customer by noticing
something about them. Customers love when you use their name. Use a
sign-in sheet to get their name and use it. An easy way to give personalized
attention is by observing their hats and sweatshirts. People wear their
favorite sports team logos and sayings from places they have visited. Ask
them how their team is doing or how they liked the place on their shirt. People love
talking about themselves and their adventures. If they are traveling with a pet, just
mention how cute their pet is and you have an instant rapport!
When did you receive personal attention as a customer?
How did it make you feel?
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Module 2: Expectations for the RV Receptionist
You aren’t expected to be an expert in the areas of sales,
service, parts, warranty, finance and insurance; yet, you will
field many questions about these departments. Customers see you as someone who
can answer their questions. Think of your position as being a “traffic cop” where you
qualify where your customers need to be directed.
You will make decisions on where to direct them by your knowledge. Know the key
personnel in each of the various departments and how to contact them. Nothing is
more frustrating to a customer than to be sent to the wrong department! Strive to
send your customer to the right department every time.
Prepare yourself for success by visiting each department of your business. Introduce
yourself to your co-workers as you meet them. In a small business, you may have a
small number of co-workers to remember. In larger businesses, you will have to make
an effort to make it your business to know who works where. It’s your business to
keep yourself informed of personnel changes.
Study your company’s products and informational materials to
build your familiarity. Spend time browsing your website and
sales area. Having a basic knowledge of the different
manufacturers and classes of motor homes, travel trailers, and
fifth wheels will give you instant credibility with your customers.
Your customers expect the employees of a recreational vehicle business to know what
it is like to be a traveler, often away from their comfort zone of their home state. These
expectations also include that you have ridden and even driven the vehicles that you
sell and service. If you haven’t had that experience, take time to do so. You will be
able to relate to customers when they make comments about their RV lifestyle.
Self-Check - What do you know about your RV business?
What departments does your business have and who are the key
personnel in each of these departments?
What manufacturers does your business sell and service?
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Module 3: Face-to-face communications.
First Impressions Count!
Receptionists are front-line positions. You are the first
voice a customer hears when they call and the first person
a customer meets face-to-face. You talk to more people
than any other person in your company. In your position,
“you are the company to the customer.”
The impression that you give is the first impression of the
business you represent. You have only seconds to form a
positive impression on those who you encounter. Your
actions influence the actions the customers take – stay
and check out the products or walk-out. Be ready to take
advantage of that very small amount of time to make the
right impression. It’s your job to make a good first
impression!
What would be your
first impression
of this employee?
Think “mini-interviews” with your customers!
Your position as a front-line employee is a “mini-interview” with your customers many
times in a workday. Your customers are making judgments on your company based
on their interactions with you. They are “interviewing” the company to see if it will meet
their needs. From your actions, the customers are gathering information on how your
company operates. A clean and organized reception area and a friendly, competent
employee gives them confidence that your company is doing things right. You
influence the sales and repeat customer base of your company. Just as in an
interview, a person will make a decision on if they like what they see and feel within
the first few minutes of their first interaction.
When you greet customers, your non-verbal messages (work area, your dress, and
mannerisms) and your verbal messages quickly let the customer know if your
company will take care of their customers. By dressing appropriately, making eye
contact, having your documents organized, and using good manners, you strive to
make a good first impression.
Making a good impression during these “mini-interviews” with your customers is a
requirement of your job every day of your workweek. It starts with the first hour of the
day through the last hour of your day. Your competence on handling a ringing multiline telephone, supporting co-workers with their needs, and assisting customers all
give a customer a sense of how your company operates.
Think about a time when you had great, personalized customer service when you
entered a business. What did the person do that was so good it left a lasting
impression on you?
What can you do to leave a positive first impression?
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Module 3: Face-to-face communications. First Impressions Count!
What’s Appropriate Dress for Your Position?
In your “mini-interview,” customers are noticing how you are
dressed. Appropriate attire shows that you are taking your
position seriously. The old saying “you are what you wear” is a
strong nonverbal message that you are sending. Your message
to the customer should be that you are professional and
competent to meet their needs.
“You are the company to the customer.”
Your attire does make an impression.
In the recreational vehicle industry you represent, business casual attire is generally
accepted. That is a level of dress between casual and business professional. Not all
companies will have a formal dress code, so you need to use good judgment in what
is appropriate to wear to work. Your customer base will come from all generations
and backgrounds. Dressing in a conservative manner, with make-up and accessories
kept to a minimum, will ensure successful interactions with all customers.
Here are some tips on making a good impression with your attire:
Tip #1:
If it is “too” anything--too short, too tight, too low, too much—
don’t wear it! Too much fragrance, make-up, jewelry, and
accessories – is too overwhelming!
Tip #2:
Present yourself clean and well-groomed. Nails
and hair styles should be moderate.
Tip #3:
Don’t spoil your professional look by wearing a
warm up jacket or sweatshirt over your clothes.
Bring a sweater or jacket/blazer if needed for
extra layers.
Tip #4:
Look as if you are going to work –
not working in your yard,
not on vacation or out for a night of dancing.
Tip #5:
Collared shirts bring your look up a notch. A collared shirt with
a company logo quickly identifies you as a source of
information to others.
Tip #6:
Wearing a nametag gives you credibility with your customers.
Tip #7:
If in doubt, always dress as if you are in charge!
Remember - If you are primarily remembered for your attire,
this is probably because you made an error in judgment!
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Module 3: Face-to-face communications. First Impressions Count!
Recap: Strategies to make a good first impression:
1. Look in the mirror before you leave for work. Sit in
your clothes to see how they fit. What impression
are you giving? Dress and act professionally at all
times.
2. Smile and acknowledge every person who walks in
your area. Put a mirror by your phone to remind yourself to smile when
answering the phone.
3. Wear a nametag with your name and position easily read. If possible,
wear a collared shirt with a company logo. Customers will quickly know
you are a person that will assist them.
4. Don’t keep customers waiting. If necessary, have a sign in sheet.
5. Use a customer’s name. Jot it down so you can use again during the
customer’s visit.
6. Take time to make a friendly positive comment about your customer. It
might be noticing their sports team, their home state, their pets and
children. Personalized attention makes all of us feel good.
7. Decorate your work area in the image you would like to project.
8. Stand up, if able, to greet the customers.
9. Step out of your area if needed to direct customers to any departments or
locations that are not easily visible from your work area.
10. Anticipate what information the customer may need. Stay organized!
Have your work area organized, with pens and paper readily available.
Have reference information kept in a binder for quick access.
Self Check:
Circle the strategies listed above that you use to make a good first
impression. What other strategies would you add to this list?
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Module 4: Communicating on the phone.
The phone is often the first and sometimes only interaction a
customer may have with your business. Customers will often call a
business first to get directions, find out the hours of operation, and
ask if you carry their product. In the RV business, your customers
may be local or across the nation, even the world, calling you for
information. Effective use of the phone saves customers time and
money as they check out your business over the phone.
A receptionist’s phone is the main phone number that customers will call. Your
business relies on your ability to communicate on the phone in a professional, friendly
and helpful manner. The customer’s interaction with you on the phone can be
the very reason they have chosen to come to your RV business over another
competitor. This module will give you step-by-step strategies for developing strong
communication skills using the phone.
Step 1 – Know your phone system.
Business phones come in many models and levels of features. Your
business phone most likely has multiple line capabilities. Other
common features include caller identification, message indicators,
transfer and hold buttons. Familiarize yourself with the features of
your phone system. Keep the reference guide that came with the
phone nearby, or if needed, make your own reference guide for those features that
give you difficulty. Practice using the features of the phone so you will be more
confident when interacting with customers.
Headset plugs allow you to answer the phone with your hands free to take messages
or access the computer for information. If using a headset, ensure that your
mouthpiece and earpiece are in the proper position. Call a co-worker to test your
ability to hear accurately and also for feedback on your voice using the headset.
Adjust your headset so the customer will hear you clearly.
Customers have taken the time to call, so strive not to “abandon” their call by not
knowing your phone system. Your ability to use the phone features gives the caller a
sense of comfort that they are in capable hands.
Take time to study your telephone reference materials. Test your
voice quality by calling a trusted co-worker for feedback.
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Module 4: Communicating on the phone.
Step Two – Be prepared for the call.
Answering the phone promptly relays a message to the customer
that their call is important. Most customers expect the phone to
be answered within three rings. A ringing phone past three rings
gives the impression that your business is not available. Your job
as a receptionist is to be available for the phone calls. This may be
in addition to greeting walk-in customers. To do this successfully,
you need to be prepared mentally and organized with the right
tools.
To be mentally prepared to take a customer’s call, your mindset needs to be
focused on the phone call you are answering. Distractions may include radio or
television programs near your work area, co-workers who are standing nearby, and
even your mind thinking about your next meal! Don’t eat food, chew gum, drink,
read, or talk to others while on the phone. Customers know when your mind is
occupied on something other than them.
Your posture affects how you sound on the phone. Strive to sit or stand upright when
answering the phone. Your voice tone is affected by your body posture. Slouching in
a chair or bending over to go through a drawer can affect the quality of your voice.
The right tools at your workplace include having note paper and writing tools readily at
hand. Having these ready allows you to take notes the minute your customers start
giving you information. If a computer software program is needed for your position,
have it open to quickly access it. Use the minimize and maximize buttons in the
software to have more than one program open, if necessary.
How do you sound over the phone when you:
Slouch in your chair?
Sit up straight?
Smile?
Frown?
Chew gum?
Are poised with pen and paper ready?
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Module 4: Communicating on the phone.
Step Three – Plan your opening greeting.
Answering the phone with a professional greeting sets the tone of your call. Your
opening greeting should include a friendly phrase (thank you for
calling, good morning, good afternoon), identification of your
business and yourself, and an offer of assistance. This allows the
customer to tune in to the call and allows you to focus on the customer
immediately.
Here’s an example of a professional greeting:
“Thank you for calling Traveler RV’s. This is Amanda. How may I assist you?”
A different variation of this greeting can be used if you receive many calls that need to
be quickly transferred to other departments. For example:
“Good afternoon. This is Amanda at Adventure RV’s. How may I direct your call?”
Think about what you are currently using as your greeting. What could
you add to make it more professional and friendly?
Write your own professional greeting script below.
Step Four – Listen to the caller.
The caller is calling for a reason. Focus on the phone call and listen
carefully for why the caller is calling. The first words out of a caller’s
mouth usually are the most important to finding out why they are calling.
When it is not clear what the caller is calling about, you’ll need to listen
through their inferences and indirect comments. If a caller gives you
their name, jot it down for your reference. People like hearing their
name. It shows that you have paid attention to what they are saying.
Having good listening skills will set you up for success with your customer
interactions.
Don’t interrupt the caller; give them time for their requests. This takes patience and
objectivity. Many people think about what they will say next rather than listening to
what is being said. Take care to use an open-mind when assisting your caller. Often
it is helpful to take notes as you are listening, writing down the key points. Assure the
caller you can help, and then summarize in your own words what you heard the
speaker say in order to verify your understanding of their request.
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Module 4: Communicating on the phone.
Make it your goal to have a “one-call resolution,” meaning that you will assist the
caller with their requests in one phone call. You will need to even anticipate what
other information they may need before they hang up. You use your knowledge of the
business to put you in the caller’s place. The caller is your customer. Think about the
customer’s needs, wants, and concerns, even those that they don’t foresee having.
As a customer, you may have experienced “one-resolution” when the representative
mentions additional information you may need. This additional information is giving
information that is often necessary and prevents the caller making additional calls. A
common call in the RV business is asking where you are located. After giving the
location, anticipate that the caller may need directions and your hours of operation.
You might ask, “Do you need directions and our hours?”
What does an effective listener do to make a customer feel like they
are really listening to what they are saying?
Step Five – Hold and Transfer Techniques.
There are many times that putting a caller on hold and transferring their calls is
necessary to successfully do your job. Many callers, including you,
find the experience of being put on hold and being transferred when
calling a business exasperating. The negative thoughts come from
our own experiences. One concern is that the call will be
disconnected. Another concern is that the caller will be transferred to
the wrong person.
The frustration of calling a business that
immediately puts you on hold, might tell the customer that: a) the
business is too busy to help you, b) the business doesn’t hire
competent people to answer the phone, or maybe c) you as a phone
customer are not important to their profit.
Always use hold and transfer only when necessary!
To prevent negative situations to arise, it is important to know professional techniques
to ease the customer’s mind while performing these tasks. It is equally important to
know how to properly use the hold and transfer features on the phone system you are
using. Your professional manner and competence in using the phone gives you
credibility with your caller.
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Module 4: Communicating on the phone.
Using Hold Properly:
You use the hold button only when necessary to research more
information, find out if an individual is available, or to assist a
person who has walked into your business while you are on the
phone. In a busy front-line position, you may be answering the
phones, while assisting those customers who are entering your
business. This will require you to use your multi-tasking skills to
successfully give each individual (walk-in and phone call), the attention they need.
Here are some suggestions than can help increase your effectiveness when putting a
caller on hold:
1. Use hold only when necessary. Have information that is often asked close by
and organized to quickly access it.
2. Ask the caller permission to put them on hold.
3. Tell the caller why you are putting them on hold – it eases their anxiety.
4. Keep the caller on hold as short as time as possible. Twenty seconds seems
like eternity when you are on hold. Check every 20 to 30 seconds to let the
caller know that you are aware of their wait.
5. If there is a need for a longer hold than 30 seconds, offer to call the customer
back with the information.
6. Thank them for holding when you return!
Let’s review a sample conversation using the proper hold technique:
Receptionist:
Thank you for calling RV Business. This is Joan.
How may I assist you?
Caller:
This is Mr. Jones. I left your place without my coat. Do you have a lost
and found?
Receptionist:
Mr. Jones, I’ll have to look in the lost and found shelf. Would you
mind holding?
Caller:
No, I don’t mind.
Place customer on hold. Check lost and found; reconnect with caller.
Receptionist:
Mr. Jones, thank you for holding. I don’t have any coats turned in
as of this afternoon. If you give me your contact information, I’ll
notify you if your coat is turned in.
Caller:
That will be great. You can reach me at my cell (345) 234-5678.
Receptionist:
Let me make sure I have your information correct. The number is
area code 345-234-5678. Is there anything else I can help you
with?
Caller:
No, that is all. Thank you.
Receptionist:
I hope your coat turns up. Thank you for calling. Goodbye.
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Module 4: Communicating on the phone.
Using Transfer Properly:
Be sure to understand how the telephone transfer function works. Transfer a caller
when they need a specific department, individual, or a voice mail. Know your
departments so that you can transfer to the right one. Nothing is more frustrating than
to be shuffled from one person to the next.
Here are some suggestions to increase your effectiveness while transferring a call:
1. Have all departments and personnel numbers in an easy to read format to
quickly access the numbers.
2. Before transferring the call, explain why you need to do so.
3. Always request permission before transferring a caller.
4. Give the direct number for the caller’s reference. Never say “In case you get
disconnected!” For a more professional tone, use “For your reference, the
number is -----.”
5. Offer alternatives, such as taking a message, faxing information, or giving an email address, if caller does not want to transfer.
6. Avoid blind transfers. Be a verbal escort by announcing the call to the next
person, explaining the nature of the call. Customers don’t like to have to tell
their situation over and over again.
7. Reconnect with the caller if the appropriate department or person is not
available. Explain the situation, offering alternatives if needed.
8. Always thank the caller for waiting.
Let’s review a sample conversation using the proper transfer technique:
Receptionist:
Thank you for calling RV Worldwide. This is Marcus.
How may I assist you?
Caller:
I’m not sure who I need to talk to. I’m Les Chavez and I’m having
trouble with a service needed light on my dashboard. I need to check to
see if this is covered under my warranty.
Receptionist:
Mr. Chavez, our service department will be able to check that out
for you. Would you like me to transfer you to our representative
there?
Caller:
Yes, that will be great.
Receptionist:
Jay Thompson in the Service Department will be assisting you.
For your reference, his direct number is 813.234.4567. I’ll
transfer you now.
Place customer on hold using the transfer function. Be a verbal escort for the call.
Receptionist to
Jay in Service:
This is Marcus at the receptionist desk. I have Les Chavez on the
line. He has a service needed light on and needs information on
his warranty. Can you take the call?
Jay:
Yes, thank you for the information. Jay connects with the customer.
Jay to Mr. Chavez: Mr. Chavez, thank you for calling. I understand you have a
service light on and need warranty information. Is this correct?
Customer Service for RV Receptionist
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Module 4: Communicating on the phone.
Step Six – Take messages professionally.
Even with the option of transferring a caller to a voice mail, you may
need to take a message. If you have ever received an incomplete or
unreadable message, you can appreciate the need for a complete message. At a
minimum, when you take a message, include the following information from the caller:
•
•
•
•
•
•
•
•
•
Correctly spelled first and last name
Company name if appropriate
Phone number including area code.
ƒ Reference if this a cell, home or business number
Request an e-mail address
Brief message.
ƒ Note if you have given any information or mailed information
Ask for best time to return call during business hours
Note time and date on message
Sign your name clearly
Repeat the information to ensure accuracy
Step Seven – Conclude your calls professionally.
At the end of each phone call, take the time and effort to thank the customer for
choosing your business. Customers need to hear that we appreciate their call and
look forward to hearing from them again. While saying “have a nice day” is a pleasant
approach to finish a call and one you often hear, take the initiative to let a customer
know you appreciate their business. A simple “thank you for calling,” or “thank you
for your business,” coupled with “please come back” is a reminder to our customer
that they are valued.
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Module 4: Communicating on the phone.
For excellent phone etiquette, remember to:
•
Strive to answer on the first ring, not more than three rings
•
Opening greeting
• Give the name of your business, department
• Identify yourself
• Offer assistance
•
Listen to the caller
• Summarize their statements
• Listen to the first words out of their mouth
• Listen for the caller’s name
• Focus your attention on the caller
• Write down or input key points
• Strive for “one-call resolution”
• Use hold & transfer only when necessary
•
Use proper techniques for hold and transfer
• Hold Techniques
• Use only when necessary
• Ask caller permission to put them on hold
• Give reason for hold
• Don’t keep caller on hold long
• Thank the caller for holding
•
Transfer Techniques
• Use only when necessary
• Have reference numbers close at hand
• Give reason for transfer, ask caller permission to transfer their call
• Give direct number for reference
• Offer alternatives, if needed
• Be a verbal escort! Tell your coworker the customer’s name and
what they need assistance with
• Always thank the caller
•
Take Professional Messages
• Spell customer’s name
• Ask for contact information – phone number and e-mail address
• Leave a brief message
• Sign and date the message
• Repeat the information for accuracy
•
Conclude the call
• Thank the customer for choosing your business
• Welcome them back
Customer Service for RV Receptionist
for calling!
Page 20 of 33
Module 5: Handling Difficult Customers
Handling difficult customers will be one of your biggest
challenges, so it is best to be prepared. As a front-line
employee, you are the person who meets the public.
Professional customer service is essential even more
when you have a challenging situation with a customer or
coworker.
Your business depends on your ability to
assist the customer. Customers who are not satisfied
usually just go to another competitor who will happily
take care of them. Make it your goal to maintain good
customer relations in the face of problems.
Your difficult customers come to you better educated than ever before. They have
access to finding information on the Internet and through their travels to many different
parts of the countries. Today’s customers have lots of choices and have high
expectations. Each of these customers may be a challenge to help with their needs.
It is your job to meet their expectations about your products and services.
Most of us have the following expectations as a customer:
Friendly and courteous service
Ease of return or exchange
Quality products and services
Safe products
Knowledgeable employees
Equitable treatment
Problem resolution
Reasonable and competitive pricing
Those are all fair expectations for anyone. If these expectations are not met, your
customer may be difficult. Most difficult customers are complaining for a reason.
Their expectations have not been met.
Successfully turning a difficult customer into a satisfied one leaves a lasting
impression that can win a customer’s loyalty and repeat business for your company.
It’s your chance to give extra service over and above the normal customer interaction.
Although you may not understand or like how a customer is acting, he or she is still
your customer. Your goal is to establish a working rapport with them in order to make
their experience a satisfying one.
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Module 5: Handling Difficult Customers
Try these techniques in dealing
with a difficult customer:
1. Start with a positive attitude
Having a positive attitude sends a powerful message to difficult customers.
Your attitude comes through when you wear a smile (both in person and on the
phone) no matter what you’re feeling. Most customers are willing to let you
help them if you do so in a positive, pleasant, and professional manner.
2. Listen and be patient
By listening, you are sending a message that you care about what they are
saying. Don’t interrupt – you can’t listen when you are talking! If you are patient
as you listen, the customer usually will let you know what they expect from you.
Use paraphrasing to check to see if you have it right. You may try “Yes, I
understand. Let me see if I have a clear picture…”
3. Apologize
Let the customer know you regret their disappointment and are apologetic
about the inconvenience of having them having to call or come by. It doesn’t
mean an admission of guilt; it’s an expression that you are personally sorry that
your guest has to deal with a situation. Use a statement such as “I apologize
that you had to come by.” Or “Thanks for your patience.”
4. Watch your non-verbal cues
Be especially conscious of your non-verbal actions when dealing with a difficult
customer. Your voice tone should be calm. Be attentive with good posture.
Crossing your arms sends a message that you are not open for discussion.
5. Use good manners
Courtesy words and phrases, “please,” “thank you,” “you’re
welcome,” “may I help you?” go a long way in establishing a
rapport with a customer.
6. Walk in their shoes
A key thing to remember is to treat each person as an individual. To keep your
thoughts in perspective, ‘try walking in their shoes’. All of us would hope that if
we were in a similar situation, the person assisting us would take time to care.
Keep an open-mind and try not to prejudge a customer. This will allow you to
approach each situation fairly.
7. Never argue
Even if you win, you lose the customer. If the customer leaves dissatisfied, then
they will spread the word about the negative treatment they have received.
Customer Service for RV Receptionist
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Module 5: Handling Difficult Customers
More tips in dealing with a difficult customer:
8. Listen between the lines
Is there an underlying message to your customer's complaint? Does he feel
cheated, ignored or unappreciated?
Try asking “let me hear what has
happened.”
9. Ask open-ended questions
When a customer calls or visits your business to complain, you will need to find
background information. Use the time-tested approach that a newspaper
journalist would use--the 5 W and 1 H questions (who, what, when, where, why
and how) to gather facts. If the customer is tight lipped about why they are
upset, try asking questions that seek more information. One that works in this
situation is “Please tell me what happened.”
10. Take responsibility and solve the problem
Use the words “I” and “we” in your conversation. You are the company to the
customer, and your actions are being watched. Remember to not take things
personally; rather see that the customer is upset about being in the situation
they are in. What may be needed may be a simple, “I’ll call that department
right now and find out …” In many cases, you will decide which department
may best help the customer. Say “I’m sorry, sir. Let me call the Service
Department and see what we can do.”
11. Tell the customer what you can do
Never say, “That's against company policy.” Most customers don't like rules.
Suggest alternatives. Say “This is what I can do.” Avoid saying no to
customers. Use positive wording such as “what I can do is...” or “I’ve got an
idea on how we can get this fixed.” If necessary, refer the problem to an
appropriate person who can assist the customer. Often, just having another
individual listen to the customer, diffuses the situation.
12. Ask closed-ended questions to close the situation
To verify information and as a quick way to check what was already said or
agreed on, use closed-ended questions. By asking, “Will this be all you need
assistance with today?” you are asking the customer to say yes or no. It is a
means for discovery if they need more help or to finalize the situation.
13. Thank the customer
Let the customer know you appreciate their patience, their business and
calling the problem to your attention. Always end your
interaction by saying ”Thank you very much for your
patience today. We appreciate your business. “
Customer Service for RV Receptionist
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Module 5: Handling Difficult Customers
Take a few minutes to think about the RV business you work in. What
causes your customers to become dissatisfied or difficult?
Make a list of these causes, and list some strategies for eliminating or
reducing them.
Causes/ Dissatisfiers:
Strategies for Reducing:
____________________________
_______________________________
____________________________
_______________________________
____________________________
_______________________________
____________________________
_______________________________
____________________________
_______________________________
What can you do personally to make your customer’s expectations met?
Customer Service for RV Receptionist
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Module 6: Organizational Techniques for the Workplace
As a front-line employee, you will be expected to know about the recreational vehicle
industry. Customers will approach you with the expectations that you will be able to
answer their questions or readily direct them to someone who can. Having an
organized workplace will help you quickly look up the information you will need to
assist your customer. This module will give you practical advice on workplace “office
tools” that will help you organize your workplace.
As stated above, you can’t be an expert in all areas of your business;
yet, you are expected to know who to go to for that information.
Compile an organized reference binder with all the information that will allow you to
give quick informed answers. This binder will also be beneficial for anyone who
relieves you as you go on breaks and are absent.
Have a page on the hours of the business, service department, finance department,
sales department, and other key areas. Update this binder as you discover more
information about your business. Include local eateries and attractions, as well as
maps of the local area. Compile a “frequently asked questions” section that you add
to as you encounter questions that you may need to reference at a later time. Update
this binder often.
Here’s a checklist of items and information that you need at your fingertips to
be able to quickly access to assist customers. Check the ones you currently
possess.
_____ Personnel listing with extensions with key employees listed in bold type
_____ Department listing with extensions with supervisors listed in bold type
_____ Map and driving instructions to business
_____ Hours of operation for each department
_____ “Frequently asked questions” section
_____ Local eateries and attractions
_____ Information on products (manufacturers and types of vehicles)
What other information pertinent to your business have you needed to
reference that you could include in your reference binder?
Customer Service for RV Receptionist
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Parting Thoughts
This learning guide has covered many strategies and
techniques to make your interactions with customers a
positive experience. As you strive to deliver great,
personalized customer service to your RV customers,
take time to remember the words a customer loves to hear:
The Most Important Words a Customer Loves to Hear
The 10 most important words:
I apologize for our mistake. Let me make it right.
The 9 most important words:
Thank you for your business. Please call us again.
The 8 most important words:
I'm not sure, but I will find out.
The 7 most important words:
What else can I do for you?
The 6 most important words:
What is most convenient for you?
The 5 most important words:
How may I serve you?
The 4 most important words:
How did we do?
The 3 most important words:
Glad you called.
The 2 most important words:
Thank you.
The 1 most important word:
Yes.
Author Unknown
Customer Service for RV Receptionist
Page 26 of 33
Final Test
Directions:
1.) On the following five pages (#28 – #32) you will find 20 multiple
choice and five true/false questions. Please answer all questions
on the ANSWER SHEET provided on page 33.
2.) Upon completion FAX your answer sheet to the RV Learning
Center at (386) 754-4785.
3.) Your grade will be returned to you at the email address indicated
on your answer sheet. If you satisfactorily complete the exam
you will be awarded the appropriate certification certificate.
4.) If there are additional persons at your location taking the course
and the final exam you are permitted to reproduce materials as
needed. It is important that each person have a separate answer
sheet (page 33) and fax individually.
Customer Service for RV Receptionist
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Customer Service Techniques for the RV Receptionist
Learning Guide Assessment
Directions: Using the learning guide, answer the multiple choice questions 1 – 20.
Choose the best answer for the True/False questions 21 – 25.
Use the Answer Sheet to record your answers.
1.
The purpose of providing personalized customer service is:
A. To have positive interactions with customers.
B. To meet the customer’s expectations.
C. To make the customer’s day by paying attention to them.
D. All of the above.
2. An external customer:
A.
B.
C.
D.
Is someone who chooses to do business with your company.
Doesn’t impact the profits of a business.
Doesn’t ever contact your business.
Is not as important as your internal customers.
3. An RV Receptionist is a key element to the success of the business
they work at because:
A. The customer’s decision to spend time and money at your dealership
starts with the receptionist.
B.
C.
D.
They are the first person that a customer will encounter as they enter
the business.
They are the source of information to those coming into the business.
All of the above.
4. What is another name for the human relations skills needed when
dealing with others?
A. Hard Skills
B. Soft Skills
5.
C. Computer Skills
D. Technology Skills
RV customers expect the receptionist to have knowledge in:
A. The manufacturers and brands that the business sells.
B. The hours of operation and key personnel for every department.
C. The lifestyle of those who love to travel in recreational vehicles.
D. All of the above.
Customer Service for RV Receptionist
Page 28 of 33
Learning Guide Assessment, page 2 of 5
6.
To make a good first impression, a receptionist should:
A. Smile, acknowledge every person and use courtesy words.
B. Dress appropriately in business casual clothing and wear a nametag.
C. Have an organized work area.
D. All of the above.
7.
All of these are strategies to make a good impression, except:
A. Stand up, if able, to greet the customer.
B. Use a customer’s name.
C. Step out of your area if needed to direct customers to a location that is
not easily visible from your location.
D. Ask customers to wait until after your break to assist them.
8.
To be prepared for answering the phone within the first three rings, a
receptionist needs to:
A. Know how their phone works by knowing the features of the phone,
have an organized work area, and have a mindset focused on the call.
B. Have their mind focused on the computer screen.
C.
Complete all other duties before answering the phone.
D.
Wait to see if a co-worker will pick up the call.
9.
A professional opening greeting for answering the phone includes:
A.
An automated answer directing customers to select their department.
B. A friendly phrase, identification of your business and yourself, and
an offer of assistance.
C. An automatic “please hold” when the receptionist is busy.
D. An identification of your business only.
10.
A “one-call” resolution means:
A.
B.
C.
D.
Taking one phone call at a time.
Asking the customer if they have called before.
Striving to assist the customer with all their requests in one phone call,
even anticipating additional needs.
Trying to call the customer one time.
Customer Service for RV Receptionist
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Learning Guide Assessment, page 3 of 5
11.
The proper technique to put a customer on hold is:
A.
B.
C.
D.
Ask the caller permission to put them on hold.
Tell the caller the reason for putting them on hold.
Thank the customer for holding when you connect with them.
All of the above.
12.
To take professional messages, a receptionist should:
A. Include contact information, including phone number
and e-mail address.
B. Spell the customer’s name and repeat the information to check for
accuracy.
C. Save time by not signing and dating the message.
D. Both A & B
13.
Strategies to increase your listening ability include:
A.
B.
C.
D.
14.
Conclude your phone calls professionally by:
A.
B.
C.
D.
15.
Focus on the call since the first words out of a customer’s mouth are
usually the most important to finding out why they are calling.
Don’t interrupt the caller, giving them time for their requests.
Take notes as you are listening, writing down the key points.
All of the above.
Saying “bye-bye.”
Hanging up before the customer asks any other questions.
Hurrying the customer so you can take the other calls coming in.
Thanking the customer for choosing your business and
inviting them back.
Maintaining good customer relations when dealing with difficult customers is
important because:
A. Customers who are not satisfied usually go to another competitor who
will happily take care of them.
B. Customers are not very educated, so they won’t mind.
C. Customers are not worth the extra effort to assist them.
D. Some customers have too high expectations of our business.
Customer Service for RV Receptionist
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Learning Guide Assessment, page 4 of 5
16.
Fair expectations that our customers have include all of the following,
except:
A. Friendly and courteous service.
B. Knowledgeable employees.
C. Products and services that are unsafe and unreliable.
D. Our ability to solve their problems.
17.
Apologizing to a customer:
A. Is not necessary.
B. Is an admission of guilt on my company’s part.
C. Is an overused phrase that doesn’t mean anything to a customer.
D. Lets them know that you regret their disappointment and the
inconvenience of having to come in or call.
18.
Tips to professionally assist a difficult customer are to:
A.
B.
C.
D.
Have a positive attitude, listen, apologize, use good manners, never
argue, take responsibility, solve the problem and thank the customer.
Tell the customer that another department will be able to help them
and you will put them on hold until someone is available.
Understand that the difficult customer is trying to take advantage of
our company, so keeping them is not important.
Send a powerful non-verbal message by crossing your arms so the
customer knows that you are not open for discussion.
19.
The information needed for an organized reference binder include:
A. Personnel listing with extensions of key employees and a department
listing with supervisor numbers listed in bold type.
B. Hours of operation for each department.
C. Map and driving instructions to the business, as well as local eateries
and attractions.
D. All of the above.
20.
The 9 most important words that a customer loves to hear are:
A. This will take us days to get an answer.
B. Thank you for your business. Please call us again.
C. You will need to sign in for your turn.
D. Please hold while I take this other phone call.
Customer Service for RV Receptionist
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Learning Guide Assessment, page 5 of 5
True or False
21.
Always use hold and transfer only when
necessary.
True or False
22.
A verbal escort is when the receptionist
announces the transfer phone call to the next
person, explaining the nature of the call.
True or False
23.
A dissatisfied customer will not tell anyone about
the negative treatment they have received.
True or False
24.
Difficult customers are always loud and
aggressive.
True or False
25.
As a RV receptionist your first responsibility is to
make a customer feel welcome and to promptly
assist them.
Customer Service for RV Receptionist
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Customer Service Techniques
for the RV Receptionist
Final Test Answer Sheet
Name: _____________________________________________
Dealership Name:_____________________________________
E-mail address: ______________________________________
Answers: Place answers in appropriate space provided.
1.
11.
21.
2.
12.
22.
3.
13.
23.
4.
14.
24.
5.
15.
25.
6.
16.
7.
17.
8.
18.
9.
19.
10.
20.
Fax your answer sheet to: RV Learning Center
(386) 754-4785
Customer Service for RV Receptionist
Page 33 of 33
Contact Information:
For further information please contact Jim Carr or Judy Wilson at the
RV Training Institute at Florida Gateway College.
386.754.4285
Jim:
Judy:
[email protected]
[email protected]