Learner Pack

Skills for Customer Care

UNIT CODE- F38W 10

Copyright

© Skills Development Scotland 2013Copyright for this pack is held by the Skills Development Scotland Co Ltd. However, tutors have permission to use the pack and reproduce items from the pack provided that this is to support teaching and learning processes and that no profit is made from such use. If reproduced in part, the source should be acknowledged.

Further information regarding this Course, including the Course and Unit Specifications, National Assessment Bank materials, Assessment Support Materials, Centre Approval and certification, can be obtained from:

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Skills for Customer Care

We all know what it is like to receive good customer care.

It’s that nice feeling we get when we are helped to select the right product, when a repair is done properly and on time, when we are not left waiting for ages. When people take the time to tell us what is happening.

Customer Care is not only about giving people what they want. It is also about telling people when things are not possible and handling complaints in such a way that they feel satisfied with what has happened even though they have not got what they wanted.

Activity 1 – Customer Care

Think of as many words or phrases you think would be used when describing customer care

Activity 2 – Who are your customers?

Think about who your customers are within the work placement.

Identify who is an Internal Customer and who is an External Customer.

Write them down.

Activity 3 – Good and Bad Customer Care

During the past year there will have been many occasions when you will have been a customer for either goods or services.

Think of: An example of what you regard as EXCELLENT customer care

An example of what you regard as POOR customer care

For each example: Identify the main points that contributed to the experiences

Describe your feelings and reactions at the time

Describe your feelings and reactions now

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Example 1Excellent Customer Service

Example 2Poor Customer Service

Briefly describe the circumstances Briefly describe the circumstances

List the factors that contributed to this being an excellent customer care experience

List the factors that contributed to this being a poor customer care experience

My feelings and reactions at the time My feelings and reactions at the time

My feelings and reactions now My feelings and reactions now

Activity 4

Take a look at the difficult situations given below. What should you do in each situation?

1. You have a deadline to meet and are struggling to do so, as you start to get frustrated with interruptions such as customer calls. What do you do?

2. An aggressive customer calls and demands to speak to a member of staff who is unavailable at present. What do you say?

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3. A company call you to find out about an account, you are extremely busy and do not have time to talk at present. What do you do?

4. There has been a delay in a company receiving paperwork you promised them would arrive today, they phone you and are very annoyed as they believe if they are told something it should happen. What do you say?

Activity 5 - Why Do Customers Complain?

There are a number of reasons why customers complain.

Try to think of some of the complaints your organisation or company might receive.

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Activity 6 - Telephone Skills

Unhelpful words and phrases

The following phrases and expressions are frequently used on the telephone even though they are not very “user friendly” Can you suggest a better alternative.

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What’s the problem?

You ought to………

I don’t know what you mean by that.

The system’s down.

You need to talk to someone else

No, I can’t help you

Hold, please.

I can’t do anything about it. This is our organisation’s policy.

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Learning

To what extent do you feel you have learned from the programme? (Please ring the score number that you feel most closely represents your views)

Learned a lot being a 6Learned nothing being a 1

6 5 4 3 2 1

If you have rated 6, 5 or 4 please describe

a) What you have learned

b) What you intend to do with this learning when you are on work placement?

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If you have rated 3, 2 or 1, please state as fully as possible the reasons why you gave this rating.

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