Another great course from Universal Class

You can access this course on Universal Class and it is an essential training programme for anyone working with the public. It is one of over 500 free online courses available on DCC libraries website. This course is delivered over 15 lessons and can be taken in video-mode only with exam and a certificate qualification. I chose the former.

The course starts with defining what customer service is or indeed, what it is not, and the importance of realising the distinction. In the past, customers were loyal to a particular company or brand and stuck with that and only that.

Today people have a different attitude, so you need to develop good customer service to generate loyalty. Good customer service is not just about satisfying patrons, it is about wowing them, because if they get just the bare minimum they will take their custom elsewhere. First impressions are so important and anything less than a welcoming or positive attitude is not acceptable.

Always put the customer first and treat them with courtesy and respect.

Communication is important in the provision of good customer service. Effective communication is a 2-way system. You should listen and ask questions to draw out the person.

There are two types of questions: (closed and open questions) but it is the open-ended questions that draw people out. Body language is also an effective method of communication – one should never display signs of boredom by looking around you or continually glancing at your watch.

Be aware of your appearance, a sloppy appearance gives the impression of someone who is not content in their work. A polished appearance suggests a more competent and committed worker. A positive attitude is vital but also make sure this is matched by what you say. Eye contact is a reassurance that you are focusing on the customer. The last impression is just as impressive as the first, so keep that in mind to encourage return custom. 

The course also goes into telephone communication and stresses the importance of answering the phone promptly, greeting contacts and using people’s name frequently. 

There are two lessons given over to handling difficult customers. You cannot satisfy all of people all of the time. Try to do what is necessary to keep the customer happy and being upfront helps most of the time. Acknowledging and understanding their concerns are important steps in helping to resolve conflicts. 

In conclusion, good customer service is crucial to the success or failure of a business. Every company should devise a policy where all customers are treated fairly and that policy should be applied in all branches, although there are times when a little bit of flexibility is needed. 

I’ve learned that people will forget

what you said, people will forget

what you did, but people will never

forget how you made them feel.       

from Maya Angelou. 

   

Submitted by Teresa in Inchicore Library.