chapter 7- provide quality service Flashcards
what are internal clients
internal clients are the clients that are right in front of you. They are provided with customer service through verbal communication, body language and presentation
what is verbal communication when dealing with internal clients
You are friendly and professional, speaking clearly, appropriate language.
what is good body language when dealing with internal clients
you need to have eye contact, be smiling, have good posture, palms face up
what is good presentation when dealing with internal clients
correct uniform, neat hair, well groomed, hygiene
what are external clients
external clients are clients that on the phone calling the organisation for info on either a product or
service.
why are they just as important as internal clients
They are just as important as internal customers as they have not yet made a
commitment to buy the product or service from you
how do you give good customer service over the phone
/externally
Greet customers in a friendly and professional manner
Identify the organisation they have called
Use your name and ask how they are
Be prepared and timely with your responses
When putting on hold, clearly explain why and a rough time estimate
what are Participants with routine or special
requests
A senior member of staff or manager should always approve any special requests
made by participants, these could relate to delivery, pricing, returns, refunds etc.
all policies and procedures are followed so that no matter
which sales assistant is serving you, the processes and the experience should always be the same for the customer
what are regular and new customers
regular and new customers should always be treated the same and always assume that the
customer has never been to the organisation before and should greet and deal with
them as if it is the first time the customer has been there
what are People from a range of social, cultural and
ethnic backgrounds
when dealing with people from a range of social, cultural and ethnic backgrounds maintain a friendly and respectful approach and listen to your instincts as something hat is acceptable in our society may not be the same in theirs
dealing with clients with a disability
disabilities vary between participants so check wth them or the parent/ Guardian if the program is suitable and enjoyable for them
mental impairment
When running a sport and recreation session for clients it is important to consider the complexity of the task/game
physical impairment
Variations to activities will depend on the nature of the disability. Eg, hearing impaired will require some form of sign language to interpret.
how do you deal with those with challenging behaviours
The type of challenging behavior will determine the appropriate action to take. Eg, a person could be bored and need ‘jobs’ to do like setting up and packing up to prevent boredom or you could use disciplinary measures such as a time out for 5 minutes
how to help those overweight or obese
make sure they have been medically cleared to participate and Build confidence and enjoyment
Start slowly and aim to get them moving
Minimise situations that may make them feel self conscious
Unaccompanied children or adolescents
It is important that you have completed all legal
documentation and also have parental consent to
make medical decisions on their behalf if they
cannot be contacted
Duty of care is most important in this situation.
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what is CONSUMER LAW
CONSUMER LAW protects consumers from from false or misleading information.eg. a refund
what is the equal OPPORTUNITY act
This is about fair treatment and access and protects
people from discrimination.
what is the WORK HEALTH AND SAFETY act
This is about taking reasonable measures to
ensure the safety of employees and clients. Could result in negligence
Communication protocols
communication flows both internally and externally and is clear examples are email, and face to face use appropriate voice basic gestures
promotion
finding a way for customers to your organisation and use/buy services
what are adds on
adds on: woe a sales assistant encourages a customer to purchase additional items that could be use in conjunction to enhance a product eg. thick running socks
what is upselling
upselling is when the sales assistant encourages the costumer to by a more advanced or better product. It is often more expensive.
why is personal presentation important
sets the the tone for the organisation and demonstrates to the customers your enthusiasm for your job. It includes attire, shoes and accessories, hair and grooming
what is the privacy act
the privacy act protects inderviduas private basic information. It covers how how it is collected (in a form) . how it is use
what is record keeping procedures
always be kept up to date can be used to monitor and and review workplace systems can be done through hard copy filing systems
costumer service procedures
guidlines to follow while serving customs eg. add ons and upselling. you should be polite and welcoming, listen attetenivly.
how do you address clients need and expectations
build rapport, use clients need, prefrenaces and expectations, create goals together, open communication. you should also always be polite and fair, if a question gets asked you respond accurate info, give them the right advice, be honest with pricing and be fair
what is building rapport
building rapport is about building relationships, clients will feel commutable and connected. It is important as it builds up trust,
what is regular and open communication
talk to your client regualy about their expectations. let them know if their are unrealistic - respect
what is creating goals together
work together to set reachable gaols for them to achieve
how do you match clients requirements
Once you are clear on a client’s preferences, needs and expectations, you need to provide quality service and meet these needs. You can do this by : what programs service and facilities would be most appropriate based on what the client likes, needs and wants to achieve.
the location and accessibility of the location and the cost.
how do you provide quality service
when dealing with customers you’ll need to book apointments and confirm them. be clear about the time, date, and purpose you’ll also give them information on what t bring. all client appointments should be kept accrutaly and clearly as the appointment gets closer you should confirm via a text message or phone call.
what is Personalised and Professional Service
Personalised service is about catering for the individual, making the client feel important and valued.Know your clients
Be flexible and provide choices
Track their progress
Follow up clients
What is Knowing your clients
introduce yourself ask get to know you questions, so next time you can ask things like hows the dog, kids, ect.
what is Being flexible and provide choices
provide choices like pushups or dips and they could also try both and see what works.
how do you track a clients progress
you can track a client progress by making them a program eg at the gym and see If they increase certain weights. next time you see them you’ll be like I saw that you got a pb and they will feel like you vested intrest at them
how do follow up with a client
contact a client to see how they felt after a session it shows that you are interested in them while gaining feedback
how do you Anticipate Client Preferences, Needs and Expectations
you can Anticipate Client Preferences, Needs and Expectations by listening actively, asking questions and obersving them
what is oberserving a client
What are they doing or saying that could indicate they need something? For
example, if they are looking bored or disinterested you could modify the exercise or offer something different
how do you listen actively to a client
Pay attention by looking directly at the person, show that you
are listening by smiling and nodding (positive body language), respond appropriately to what they are saying or perhaps as questions and be honest
how should you ask questions
Effective questioning is the key to good communication. Discuss the difference between open ended and closed ended questions
How to confirm client satisfaction
seek feedback.To ensure that you are providing a quality service experience for your clients you should confirm their satisfaction in a timely manner and implement appropriate adjustments to service as required. you can do this by Surveys and questionnaires
Suggestion Boxes
Client Retention
Reach out directly
what are they different types of promotion
Discounts Loyalty cards and programs Create a game (eg. Monopoly Money at McDonald’s) Free giveaways Reward programs
why is it important to maintain records
The client may want the exact same service again
To ensure that the client does not purchase a service that they have already accessed previously
To follow up business (eg, if a client wants the service again in 3 months)
how can you tell a costumer is angry/upsest.
- Negative body language signalling disinterest,such as arms crossed and a lack of eye contact.
- Becoming disrespectful and dismissive
- They don’t seem to be listening to you or are interested in what you are saying.
- Showing frustration or anger as they leave the store, such as slamming a door or making a negative comment as they leave such as “I’m never coming back here again”.
- They are quieteven when issues occur/re-occur
- They choose not to provide feedback or they give you below-average feedback
- They are not responding to you via email and phone •Clients unsubscribe from your email promotions and/or send back promotional mail
How can you deal with customer complaints
LISTEN- actively listento the customer’s complaint. Be attentive, ensure eye contact and use positive body language
ACKNOWLEDGE- note the details of the complaint.
ACT IN RESPONSE- Thank the customer for bring the issue to your attention and apologise for the way that the situation has made them feel.
ACTION-attempt to resolve the complaint to the satisfaction of the customer.
FOLLOW UP-complete any referral requests and required documentation and discuss any unresolved concerns with client and prepare plan of action if appropriate.If needed, a follow-up phone call to the customer should be made to ensure that they are happy with how the complaint was dealt with by the organisation
