C9 Provide quality service

• Providing quality service


  involves understanding and meeting the needs of others while also being professional and knowledgeable
• Organisational procedures ~ Client service

  friendly & knowledgeable staff

  clear and correct information

  quick and easy sign-ups

  communication
• Organisational procedures ~ Complaint handling


  listening & understanding

  fast response

  fixing problems

  safety first

  feedback & improvement

  training staff
• Substituting services and products

  if a company cannot give their customer what they asked for, they should try to provide something similar. this shows that the company cares about meeting their needs customers
• Principals & practices of quality service


  form the basis of environments where people feel welcomed, valued and heard
• Principals and practices of quality service include...

  friendly and welcoming atmosphere

  understanding customer needs

  clear communication

  efficiency and timeliness

  professionalism

  active listening

  positive language

  empathy

  clarity in instructions

  non-verbal communication

  resolving issues thoughtfully
• 9. Match client requirements

  involves thoughtful consideration of the clients specific needs, preferences and expectations, tailoring your recommendations to them. this contributes to building a strong report because you see the client as an individual. provide pros and cons of each option and give physical information such as pamphlets
• Relevant information about programs

  time ~ session length and operation hours

  location

  cost

  required equipment

  booking requirements
• Providing a quality service experience

  about being friendly and understanding what people need, while making them feel good about their experience
• Service standards


  rules that businesses follow to ensure they provide goos service, all employeess follow them which leads to consistent and reliable service
• Typical client service standards

  welcoming environment

  prompt response

  clear communication

  professional staff

  safety & wellbeing

  program variety

  clean & well maintained facilities

  efficient complaint handling

  education and training

  accessibility & inclusivity

  feedback tools

  clear polices
• 9. Staff and employee standards

  staff need the right attitudes and attributes to work effectively with clients and customers

  • being friendly
  • patient
  • having good interpersonal skills
  • good listeners
  • professional
  • adaptable
  • problem solving
• Personal presentation standards

  expectations and guidelines regarding how staff members present themselves in the workplace
• 9. Effective communication techniques

  means sharing information in a way everyone understands

  • open questioning ~ encourage more detail
  • closed questioning ~ want a specific answer
• Use of paraphrasing

  clarification

  enhanced understanding

  building rapport

  avoiding confusion

  personalised cpommunication

  conflict resolution
• 9. Active listening

  listener fully focuses, understands and engages with the speaker

  • giving full attention
  • using verbal & non-verbal cues
  • paraphrasing
  • reflecting feelings
  • avoiding interruptions
  • asking clarifying questions
  • withholding judgement
  • responding appropriately
  • summarising
  • empathising
• Communication conventions

  different ways to communicate with people

  • face to face
  • written communication
  • body language
  • tone and volume of voice (also important and portrays its own communication)
  • gestures
  • personal presentation
• Advantages of online communication platforms

  convenience

  accessibility

  instant access to information

  able to contact loads of different people

  requires minimal resources
• Disadvantages of online communication platforms

  miscommunication & misunderstandings

  technical problems

  delays

  security risks
• Telephone communication

  a direct line of communication from customers to businesses, utilised to quickly answer questions or solve problems

  • personal connection
  • immediate assistance
  • clarity and tone
  • complex issue or complaint resolution
  • customer feedback
  • trust building
• 9. Interacting with clients from diverse cultural backgrounds

  culture sensitivity training

  active listening

  ask open questions

  learn basic phrases

  be mindful of non verbal communication

  provide written information in multiple languages

  use simple language

  respect cultural norms

  feedback mechanisims

  regular training updates
• 9. Responding to customer complaints

  when working with clients it is important to create an environment where they feel comfortable and confident bringing concerns to your attention.

  complaints should not be seen as criticism, but as an opportunity to improve
• How to know when a customer is dissatisfied

  overhearing them complaining or discussing an issue with another client

  they stop using the service

  failure to engage

  frequent complaining
• How to handle complaints

  professionally, sensitively, courteously, and discretely

  should be dealt with immediately

  if you dont have enough knowledge, source someone who does
• Complaint polices and procedures


  how a client can make a complaint & how it is to be recorder

  who is able to hear or record the complaints?

  how quickly should the complaint be dealt with and what records need to be documented and kept

  the steps involved in handling the complaint

  identifying a list of potential solutions

  follow up
• Role responsibilities in complaint handling 


  customer service representatives ~ directly interact with customers, receive complaints and work towards fixing them

  client relations team ~ team focused on maintaining positive relations with clients, they address complaints

  front desk & reception staff ~ first point of contact with clients & customers

  managers or supervisors ~ involved in higher levels of resolution

  complaint resolution teams ~ specifically trained in handling and resolving customer complaints

  online and virtual support teams
• Boundaries of handling complaints


  follow what they know and do not promise things that cannot be kept

  keep details private only share with people directly involved
• 9. Importance of personal presentation in customer service

  it is important to look “put together” as your personal presentation cam indicate your motivation levels.
• 9. Professionalism, Empathy & Non-verbal communication – importance of in providing positive experiences for clients


  professionalism involves dressing appropriately, acting respectfully and being knowledgeable

  empathy means to understand how someone is feeling and show that you care and want to help

  non-verbal communication involves paying attention to yours and their body language and facial expressions to ensure positive communication and understanding
• 9. Refunds and exchanges

  each business is different so polices surrounding this should be made clear to clients, customers and employees