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I criteri e principi di Customer Service

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Diploma in Customer Service
Customer Service in the Public Sector
The Policies and Principles of Customer Service
Customer Service Principles
Service is the primary mission of state government. The way you provide service to the citizens of the state determines whether you have satisfied customers or dissatisfied customers.

In all your interactions, adhere to professional standards even when a more assertive approach is needed to manage an issue effectively.

The customer service principles that should be followed in the public services are detailed on the following pages.

1. Treat Customers with Respect
Every customer who interacts with you is entitled to fair and courteous treatment. Respect, concern, courtesy and responsiveness in meeting the needs of our customers are the keys to all interactions.

Points to remember:
Welcome your customer
Use their name
Acknowledge their emotions and empathize
Reassure customers you can help
Take care of their needs
Thank customers and leave them with a positive comment e.g. “Thank you for bringing in all this information; it helps us process your benefits faster

2. Maintain a Positive Attitude at all Times
Choose your attitude. How you think about customers is how you will treat them.

The number one thing that really matters to customers is how they are treated
Keep your focus on what you can do to solve a customer’s problem
Exhibit a “glad I could help” attitude when dealing with customers
Smile

3. Respect the Customer’s Viewpoint
Always remember that most customers are in crisis when they come into your office or call you on the phone. In order to be effective, you need to respect their assessment of the crisis.

Take the time to listen carefully and understand their viewpoint. Even if you have listened to the same type of crisis or complaint time and time again, each customer deserves to be heard.

Remember to use “L.A.S.T.”

Listen: Listening is one of the most important - and underrated - skills we possess. Don’t just hear what someone is saying. Instead, you should truly listen. Do not interrupt a customer as they talk.

Apologize: It’s hard to apologize - especially if something isn’t your fault. But, it is part of the job.

Solve: Solve the customer’s problem with the customer- the important thing to demonstrate is that you, personally, are going to take responsibility to work with your customer to try and resolve whatever you can.

Thank: By thanking the customer you leave him/her with the feeling that their problem (and your shared experience of solving it) has been worth it.

4. Recognize Excellent Customer Service Skills
Everyone needs to know when their work is appreciated and effective. You should notice and acknowledge when your colleagues deliver excellent customer service.

Take the time to:
Watch for opportunities to recognize people doing well
Watch for opportunities to model excellent skills
Share your compliments

Complaint Process
An effective customer complaint process is an integral part of customer service in the public sector. To that end, a specific complaint process should be followed. This process goes through your chain of command, from you to your supervisor.

1. Try to Resolve the Complaint Yourself
First, always try to solve a customer’s complaint yourself. 90 % of the time, complaints are resolved using this (in-formal) process.

2. Escalate to Your Supervisor
If your customer is not satisfied, your first point of contact is your supervisor. Customers have the right to speak to your supervisor or have a decision reviewed by your supervisor, whether or not a formal complaint has been filed.

Compliments
While you should not solicit compliments from your customers, you should thank customers that recognise your efforts.

When you get a compliment, be sure to send it up the chain of command. If a customer compliments a co-worker, take the time to tell your co-worker or their supervisor. If your office has a recognition program, use that process.

END OF UNIT:
The Policies and Principles of Customer Service

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