Module 5 - Providing Outstanding Service
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Questions and Answers

What is essential for employees to provide outstanding service?

  • To have a smile
  • To have the right knowledge (correct)
  • To have a friendly attitude
  • To work quickly

    • What does the RATER model stand for?

  • Responsibility, Availability, Timeliness, Efficiency, Respect
  • Revenue, Advertising, Technology, Efficiency, Reputation
  • Reliability, Assurance, Tangibles, Empathy, Responsiveness (correct)
  • Risk, Analysis, Technical, Efficiency, Reputation

    • When dealing with customers, what is essential for employees to know?

  • How to manage customer complaints
  • Only the organizational policies
  • How to use technology and systems accurately and timely (correct)
  • Only the company's history

    • How do employees build a foundation of knowledge?

    <p>During a well-designed induction process</p> Signup and view all the answers

    What should employee learning be managed by?

    <p>By their manager through regular feedback sessions, on-the-job learning, and coaching</p> Signup and view all the answers

    What is important for ensuring knowledge is customer-focused?

    <p>Reviewing training objectives and linking them to the customer</p> Signup and view all the answers

    Why is it important to update product and service knowledge?

    <p>So employees can provide outstanding service</p> Signup and view all the answers

    What is one method to ensure knowledge is up to date?

    <p>Product and service updates</p> Signup and view all the answers

    What is an effective way to bring employees together and display current, new, and future products or services for internal as well as customer-facing employees?

    <p>Conference</p> Signup and view all the answers

    What can managers do to set an example to their teams in terms of increasing their knowledge?

    <p>Continually increase their knowledge</p> Signup and view all the answers

    What is one way to make a wait in a queue feel shorter?

    <p>Greeting the customer with a smile and eye contact</p> Signup and view all the answers

    Why is it important to use a customer's name when they are a regular customer?

    <p>All of the above</p> Signup and view all the answers

    What is an important aspect of providing outstanding service?

    <p>Giving the customer undivided attention</p> Signup and view all the answers

    What can be used to track who has and hasn't been briefed on new information?

    <p>A learner management system</p> Signup and view all the answers

    What can be done to ensure everyone has the knowledge required?

    <p>Providing online training</p> Signup and view all the answers

    What can employees do when they return to the workplace after attending external training programmes?

    <p>Share knowledge with other employees to consolidate knowledge</p> Signup and view all the answers

    Why is the first impression important in customer service?

    <p>It rarely changes</p> Signup and view all the answers

    What can be uploaded to an organization's intranet to provide employees with relevant supporting information?

    <p>Information and updates</p> Signup and view all the answers

    What is the primary benefit of being courteous to customers?

    <p>To avoid anger due to slighted feelings</p> Signup and view all the answers

    What is the result of a sales representative speaking confidently?

    <p>Customers feel confident about the organization's services or products</p> Signup and view all the answers

    What does confident body language convey to customers?

    <p>The sales representative is confident and trustworthy</p> Signup and view all the answers

    Why is it important to end an interaction on a positive note?

    <p>To leave a lasting, positive impression on the customer</p> Signup and view all the answers

    What is the result of not meeting customer service expectations?

    <p>Customers will feel the experience was lacking</p> Signup and view all the answers

    What is one of the skills that underpin the RATER model?

    <p>All of the above</p> Signup and view all the answers

    What is one characteristic of an outstanding representative?

    <p>Empathy</p> Signup and view all the answers

    Why is efficiency important in customer service?

    <p>To provide a quick and accurate service</p> Signup and view all the answers

    What do customers want from a service representative?

    <p>To be attended to attentively and quickly</p> Signup and view all the answers

    What happens when customers feel like their issues are not resolved on time?

    <p>They will leave the organization</p> Signup and view all the answers

    What is essential for providing outstanding customer service?

    <p>Noticing and removing assumptions</p> Signup and view all the answers

    What is the main goal of persuasion in customer service?

    <p>To support customer decision-making</p> Signup and view all the answers

    What is cross-selling?

    <p>Suggesting related products or services</p> Signup and view all the answers

    Why is consistent presentation important?

    <p>To build trust with customers</p> Signup and view all the answers

    What are the three elements of face-to-face communication?

    <p>Words, tone of voice, and non-verbal behavior</p> Signup and view all the answers

    Why is it important to communicate consistently?

    <p>To build trust with customers</p> Signup and view all the answers

    What is the benefit of understanding social styles?

    <p>To improve communication with customers</p> Signup and view all the answers

    What are the two dimensions of social styles?

    <p>Assertiveness and responsiveness</p> Signup and view all the answers

    What is the result of combining assertiveness and responsiveness?

    <p>Four social styles</p> Signup and view all the answers

    Why is it important for customer service representatives to know their communication style?

    <p>To improve communication with customers</p> Signup and view all the answers

    What is empathetic listening?

    <p>Listening to fully appreciate a customer’s unique requirements</p> Signup and view all the answers

    What is the purpose of reflecting the customer’s rhythm and breathing?

    <p>To build rapport with the customer</p> Signup and view all the answers

    What is the result of communicating clearly and simply?

    <p>Customer satisfaction</p> Signup and view all the answers

    Why is excellent communication important in outstanding service?

    <p>It is the foundation for trust and excellent customer experience</p> Signup and view all the answers

    What is the benefit of noticing and removing assumptions in communication?

    <p>It avoids ambiguity</p> Signup and view all the answers

    What is the role of empathy in service context?

    <p>To share and understand someone else’s feelings</p> Signup and view all the answers

    What is the result of exchanging pleasantries with customers?

    <p>Building rapport with the customer</p> Signup and view all the answers

    Why is building rapport important in service context?

    <p>To build empathy with the customer</p> Signup and view all the answers

    What is the purpose of communicating without ambiguity?

    <p>To ensure customer satisfaction</p> Signup and view all the answers

    What is the foundation of outstanding service?

    <p>Excellent communication</p> Signup and view all the answers

    How are customer service skills embedded in an organization?

    <p>Through relevant and regular training, communication, and development activities and linking behavior back to organizational values</p> Signup and view all the answers

    Why is a positive attitude important for delivering outstanding service?

    <p>Because individuals with a positive service attitude care about the customer and want to achieve a positive outcome</p> Signup and view all the answers

    What is an aspect of a positive service attitude?

    <p>Being friendly, committed, attentive and helpful</p> Signup and view all the answers

    What is the result of a positive attitude in customer service?

    <p>A positive upward spiral that can lead to an improvement in customer experience</p> Signup and view all the answers

    How is a positive attitude developed and nurtured?

    <p>A choice influenced by an individual’s character, experience, and understanding</p> Signup and view all the answers

    What can managers do to support new employees in developing customer service skills?

    <p>Pair them with experienced employees to observe service skills in action</p> Signup and view all the answers

    Why is it important to have a positive attitude when dealing with customers?

    <p>Because it improves the overall customer experience</p> Signup and view all the answers

    What is an aspect of positive thinking?

    <p>Taking on life’s challenges with an outlook that is positive</p> Signup and view all the answers

    What is a characteristic of someone with a positive outlook and attitude?

    <p>They make the best of a potentially poor situation</p> Signup and view all the answers

    How can managers engage with new employees to embed customer service skills?

    <p>By pairing them with experienced employees, mentoring, coaching, and discussing best practice service with employees during team meetings</p> Signup and view all the answers

    What can happen when a service representative spends too much time with a customer?

    <p>The customer becomes frustrated and other customers are not attended to efficiently</p> Signup and view all the answers

    What is required to balance time with customers?

    <p>Good time-management skills</p> Signup and view all the answers

    What does a well-ended conversation indicate to the customer?

    <p>The organization works to resolve issues correctly</p> Signup and view all the answers

    What is patience in the context of customer service?

    <p>The capacity to accept or tolerate delay, problems, or suffering without becoming annoyed or anxious</p> Signup and view all the answers

    Why is patience important to customers?

    <p>Because customers often contact a service representative when they are confused or frustrated</p> Signup and view all the answers

    What is required to develop patience?

    <p>To learn to control negative emotions</p> Signup and view all the answers

    What is the result of building patience in customer service?

    <p>Service representatives provide better service to angry, difficult or confused customers</p> Signup and view all the answers

    What is attentive listening?

    <p>Listening to the customer with the intent to reply</p> Signup and view all the answers

    What is the result of paying attention to the customer?

    <p>The customer feels valued and understood</p> Signup and view all the answers

    What is the benefit of attentive listening in customer service?

    <p>The customer feels valued and understood</p> Signup and view all the answers

    What is a benefit of positive thinking in the workplace?

    <p>Improved psychological and physical health</p> Signup and view all the answers

    What is a technique to help employees build and maintain a positive attitude under challenging customer circumstances?

    <p>Set the tone by focusing on positive interactions with customers</p> Signup and view all the answers

    Why is it important to finish customer interactions on a positive note?

    <p>Customers remember how an interaction finishes</p> Signup and view all the answers

    What is an advantage of having a positive attitude when dealing with customers?

    <p>It opens up the mind to ideas</p> Signup and view all the answers

    How can a positive attitude help service representatives?

    <p>It helps them put themselves in the customer's shoes</p> Signup and view all the answers

    What is the result of treating employees as customers?

    <p>An organizational culture that is positive, embraces performance, and is customer-centric</p> Signup and view all the answers

    What is an important aspect of providing outstanding service?

    <p>Maintaining a positive attitude</p> Signup and view all the answers

    What is the benefit of talking well of others, including the competition?

    <p>It demonstrates that you will talk positively about the customer</p> Signup and view all the answers

    What is the result of using positive language when interacting with customers?

    <p>It demonstrates that the organization is responsive to customer needs</p> Signup and view all the answers

    What is the benefit of managing internal dialogue when dealing with challenging customers?

    <p>It helps the service representative remain calm and empathetic</p> Signup and view all the answers

    Study Notes

    Providing Outstanding Service

    Knowledge for Outstanding Service

    • Employees need to have the right knowledge to support customers, including:
      • Technology and systems to ensure accuracy and timeliness (Reliability)
      • Product and service understanding (Assurance)
      • Knowledge of where to find things (Tangibles)
      • Interpersonal skills and complaint resolution procedures (Empathy)
      • Organization, systems, services, and product expertise (Responsiveness)
    • Ensuring employees have the knowledge:
      • Well-designed induction program
      • Ongoing learning and feedback from managers
      • Regular corporate training interventions (e.g., workshops, online learning)
      • Reviewing training objectives to focus on customer needs
    • Keeping knowledge up to date:
      • Product and service updates communicated through various channels (e.g., team briefings, intranet)
      • Conferences, online training, and external training programs
      • Encouraging reading and continuous learning
      • Managerial example-setting

    Skills for Outstanding Service

    Minimum Requirements for Good Service

    • Smile and eye contact to create a welcoming atmosphere
    • Greeting customers by name to personalize the experience
    • Giving customers undivided attention to ensure they feel important
    • Being courteous, calm, and confident in customer interactions
    • Demonstrating confident body language (e.g., upright posture, relaxed demeanor)
    • Looking professional and well-groomed to reflect positively on the organization
    • Ending interactions positively to leave a lasting impression

    Additional Skills for Good Service

    • Building a rapport with customers through positive attitude, friendliness, and attentiveness
    • Efficient service that is quick, accurate, and patient
    • Excellent communication skills, including active listening and clear, simple language
    • Empathetic listening and understanding to meet customers' unique needs
    • Patience and calmness in handling customer issues and complaints
    • Ability to balance time with customers to ensure each feels valued

    Efficiency in Service

    • Balancing time with customers to ensure each feels valued and heard
    • Managing time effectively to avoid wasting customer and employee time
    • Good time-management skills to resolve issues efficiently and courteously

    Patience in Service

    • The capacity to accept or tolerate delay, problems, or suffering without annoyance
    • Staying calm, listening actively, and understanding customers' issues
    • Explaining complex issues simply without being simplistic or condescending
    • Giving customers time to understand and resolve their issues

    Attentive Service

    • Paying attention to customers' needs and watching for opportunities to meet them
    • Responding well and providing solutions to customers' expressed and unexpressed wishes
    • Active listening to fully understand customers' unique requirements
    • Empathic listening to accurately understand customers' feelings and concerns

    Empathy in Service

    • Sharing and understanding customers' feelings and perspectives
    • Accurately naming customers' emotions and showing understanding
    • Building rapport through easy, friendly conversations
    • Empathic listening to fully appreciate customers' unique requirements

    Excellent Communication

    • Clear, simple, and unambiguous communication to avoid misunderstandings

    • Communicating effectively to build trust and rapport with customers

    • Persuasion techniques, such as cross-selling and up-selling, to improve customer experience and sales

    • Non-verbal elements, such as tone of voice and facial expressions, to consistently convey the message### Communication Style and Customer Service

    • Authenticity is key in customer interactions; if a representative doesn't believe in what they're saying, it will be apparent to the customer.

    • Knowing one's communication style and adapting to the customer's preferred style can improve communication and rapport.

    • There are four dominant patterns of behavior people use to communicate with others, which can be measured and identified using models such as the Social Styles Model, DISC Model, BEST Model, and DOPE Model.

    Social Styles and Communication

    • Social style refers to an individual's preferred style of communicating, and different people prefer different styles.
    • Understanding social styles can help individuals improve their communication and know themselves better.
    • Social styles can be classified into two dimensions: assertiveness and responsiveness.
    • Combining these dimensions results in four social styles: Driving/Eagle, Expressive Peacock, Amiable/Dove, and Analytical/Owl.
    • There is no right or wrong social style, and understanding one's own style can help improve interactions with customers.

    Embedding Customer Service Skills in an Organization

    • Customer service skills can be embedded in an organization through regular training, communication, and development activities that link behavior to organizational values.
    • Mentoring, coaching, and knowledge transfer practices can support this embedding process.
    • Training new employees in basic customer service expectations can help them understand what is expected of them and how to meet these expectations.

    Attitude for Outstanding Service

    • A positive attitude is important for delivering outstanding service, as it shows that a representative cares about the customer and wants to achieve a positive outcome.
    • A positive service attitude includes paying attention to detail, ensuring basics are correct, and being friendly, committed, attentive, and helpful.
    • Rude and incompetent staff are the number one reason customers leave organizations.
    • A positive attitude is evident from the first interaction with a customer and can be demonstrated through tone of voice, words, and presentation.

    Positive Thinking and Attitude

    • Positive thinking means taking on life's challenges with an optimistic outlook and trying to make the best of potentially bad situations.
    • Individuals with a positive outlook approach challenges looking for favorable results, make the best of a potentially poor situation, interact with others in a positive way, and use positive self-talk to remain calm during stress or conflict.
    • People are wired to respond positively to a positive situation, and a positive attitude can lead to a positive upward spiral that improves customer experience and contributes to the organization's bottom line.

    Developing and Nurturing a Positive Attitude

    • A positive attitude can be developed and nurtured through skills training and practice.
    • Techniques for building a positive attitude include setting the tone, acting as if, using positive language, talking well of others, managing internal dialogue, and finishing positively.
    • A positive attitude can help service representatives cope better with stress, improve their psychological and physical health, and build a positive customer approach.

    Anticipating Customer Wishes

    • A positive attitude can help service representatives anticipate customer needs by opening up their minds to ideas, identifying options, and putting themselves in the customer's shoes.
    • A positive, friendly approach can help service representatives observe and approach customers, making them more likely to open up and explain their needs.
    • Treating employees as customers can build an organizational culture that is positive, embraces performance, and is customer-centric.

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    Identify the key knowledge areas required by employees to provide outstanding service to customers. Learn about the RATER model and its components.

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