Quality Customer Care and Management.. .

Customer Services Care and Quality.

1. Department of Labour Quality Customer C are

2. Introduction Whether we call our clientele “customers”, “users” or “colleagues,” we should be dedicated to providing E xcellent Service that satisfies or exceeds their expectations. 

3. Here is an acronym which can assist us to achieve excellence in customer service : G.R.E.A.T

4. G reet all customers and make them feel Welcomed

5. understand that every customer interaction is an opportunity to showcase OCS as a whole.

6. To DEVELOP greater efficiency in the customer service experience, we should…

7. be visible, approachable, proactive, and ready to assist be professional in attire, language and etiquette watch for customers who need help make eye contact and greet the customer acknowledge promptly (e.g. within two working days) to external and internal customers be it in person, via email, phone, or instant message actively listen to the customer’s query acknowledge waiting customers

8. R espect cultural and other personal differences

9. We serve an inclusive community with customers who come from a variety of backgrounds, cultures, beliefs and education levels. To show respect for personal differences, we should…

10. Educate oneself on diversity issues respect personal space and customer’s privacy display neutrality regardless of topic or request be patient with customers who need additional assistance and provide services to meet their individual needs speak clearly and concisely and avoid or explain department jargon recognize unique needs that will impact how the service is delivered (e.g. location, disability, status, affiliation, Educational background, etc.)

11. E valuate and clarify customer’s expectations

12. strive to fully understand our customers’ questions and needs.

13. To understand their needs, we should: allow customer to finish a thought before responding restate the customer’s question ask open ended questions about information and resource needs clarify the customer’s expectations and desired outcomes request additional assistance if necessary gather relevant information; this may include affiliation, status, and accessibility acknowledge complaints and suggest next steps, including lodging a complaint

14. A ddress and respond to customer’s needs

15. understand each customer’s needs are different and respond promptly, professionally, and thoroughly.

16. To address their needs, we should… look for teachable moments (opportunity to educate or offer insight) check back with the customer to let them know we are still working on their request continue to ask for clarification acknowledge a customer’s frustration

17. make appropriate referrals by contacting the referral to verify availability, providing the referral with the customer’s contact information (with the customer’s permission) and inquiry, and giving the customer the referral’s name and contact information understand the role, responsibilities and limits of your position when appropriate, let referring staff know when we have received and acted on a referral

18. T hank and verify that needs have been met

19. We should take the responsibility to ensure that our customers’ expectations have been fully met.

20. To verify needs have been met, we should… ask for feedback and clarification verify that the question has been answered in full; however, if the customer’s question cannot be answered in full, let them know what is possible and why encourage customers to return if they need more help ask if there is anything else we can help with provide contact information if customer has additional questions thank customer for visiting your department

21. Dealing with Difficult Customer Service Situations

22. Looney Tunes

23. Here are 8 tips to treating with difficult customers: Listen patiently to the customer and allow him/her to “vent.” Angry or frustrated customers generally will not listen to or accept your response until they have had a chance to voice their concerns and frustration. Express empathy/regret. Don’t get defensive and don’t blame the customer. The problem may be a result of something the customer did incorrectly, but blaming the customer will only exacerbate the situation. Don’t argue with the customer. If you have tried to resolve the situation and are not getting anywhere, refer the customer to your supervisor.

24. 5. If possible, offer several ways of dealing with the problem at hand and allow the customer to choose a resolution. 6. Don’t make promises to customers unless you are absolutely certain you can deliver what’s been promised. 7. If the customer asks to speak to your supervisor or a manager, don’t take it personally; it’s natural for customers to want to confirm information with a manager-level staff member. When this happens, simply ask your supervisor if he/she is available to speak with the customer. If so, refer the customer to him/her. If not, politely ask the customer if he/she would like to speak to another staff member or leave his/her phone number for the supervisor to contact him/her later. 8. After dealing with a difficult situation or angry customer, it is advisable to inform your supervisor about the interaction, even if you feel that you handled it appropriately

25. Poor Customer Services VS Good Customer Service

26. Providing quality Customer Service on the Phone

27. Providing quality Customer Service on the Phone, Whether you are at work, at home, or on your mobile phone; here are Six ( 6) solid telephone etiquette tips everyone should practice at all times.

28. 1. Always identify yourself at the beginning of all calls. When in the office, always answer a telephone by saying: “ Hello, Good Morning/afternoon/evening, Office of the Chief Secretary/Department of Labour, John Smith speaking.” Do not answer by using words such as “yeah” or “ yo ”, “yeah wha yuh want”. From a cell phone, either simply say Hello, or state your name, Hello, John Smith here .  Do not answer by using words such as “yeah” or “ yo ”, “yeah wha yuh want”. When placing a call, always state your name along with the name of the person you are calling. Example: “Hello, my name is John Smith from XYZ division.  May I please speak with Ms. Jane Smith?”

29. 2. Be sensitive to the tone of your voice Do not sound overly anxious, aggressive or pushy. It is important your tone conveys authority and confidence.  Do not lean back in your chair when speaking on the telephone. Tip: Sit up in your chair or stand during the conversation. When at home, privately record your own conversations.  You will then hear how your sound to others.

30. 3.Think through exactly what you plan to say and discuss BEFORE you place a call. Tip:   Write down the items you want to discuss and questions you want answered.  In other words, anticipate and expect you will be placed into a voicemail system; plan your message to be as direct and specific as possible, asking the person to respond to specific alternatives or questions.  Do not say, “Hello, it’s John Smith, call me back.”  At least state the subject about which you want the person to call you back about.

31. 4.Do not allow interruptions to occur during conversations Do not carry on side conversations with other people around you.  The person on the telephone takes precedence over someone who happens to walk in your office or passes by while you are on the phone. Tip: If you must interrupt the conversation, say to the person, “Please excuse me for a moment I’ll be right back.”  And when you return, say, “Thank you for holding.”

32. 5. Especially when leaving messages, speak clearly and slowly Do not use broken phrases, slang or idioms. Always, always leave your return telephone number as part of your message, including the area code . . . and S-L-O-W-L-Y, including REPEATING your telephone number at the end of your message. Tip: Practice leaving your number, by saying it aloud to yourself as slow as you have heard an informational operator say it.

33. 6. Ring Time Never let your phone ring more than three (3) times before you answer it. If you happen to answer your phone after the third ring, always apologies to the person on the receiving end for your late response in answering the phone.

34. QUESTIONS?????

35. THANK YOU!!!!!!!