Customer Service N5Admin

Open Ended

What do you notice?
 What do you think is happening with customer service?
What makes a customer feel valued?

Open Ended

What do you notice?
 What do you think is happening with customer service?
What makes a customer feel valued?

The Key Features of Good Customer Care

Word Cloud

What characteristic do you think a customer service representative should have to ensure good customer care is always delivered?

Open Ended

Think - Pair - Share.

Why should a business care about customer care? Why is it important to a business? 1 person per pair enter in the box below.

Open the PowerPoint task in your Assignments and open the template.

Use your PowerPoint knowledge to action the comments and complete the following research:

- Name of the business you have chosen
- Number of employees at this business
- What is listed in their customer care policy (typically their complaints procedure)
- Quotes of any customer reviews on their website

​

Build your skills - research task

Success Criteria

I can...

–Outline key features of good customer service

–Describe benefits of good customer service

Multiple Select

Which of the following are NOT a feature of good customer care?

• Being friendly

• Providing consistent service

• Not attending employee training

• Communicating effectively

• Ignoring customer complaints

Open Ended

Outline 2 benefits to a business of having good customer care.

Lesson 2
Consequences of poor customer care

Starter - Think Pair Share

What is going wrong in this image and how can you as a manager help solve the issues?

Open Ended

What is going wrong? How can you as a manager solve the issues?

Consequences of poor customer care

It can be harmful to a business if they do not deliver good customer care.

Open Ended

In pairs, discuss what you think the consequences would be to a business if they were not to deliver good customer care?

– Loss of customers

– Bad reputation as a result of customers sharing experiences with others

– Negative publicity leading to loss of sales

– Demotivated staff, increase in staff turnover

​

Consequences

How can organisations prevent poor customer service?

To monitor customer satisfaction, companies use methods to evaluate and make sure that good customer service is delivered as much as possible.

This is called "customer care strategies"

Open Ended

What types of things do you think organisations could do to monitor customer satisfaction and their customer care?

Complaints Policy

Training

Online Reviews

Surveys/Questionaires

Mystery Shoppers

Customer Loyalty Schemes

Open the PowerPoint you were working on.

- Add a new Title and content slide
- Name this "Poor Customer Care"

Have a chat with the person next to you, has there been a time where you experienced poor customer care?

​

Build your skills - own experience

Include:

What happened?
What did the business do about it?
What were the consequences?

Reflect on your own experience-