Customer service skills

Understanding Customer Service

Comprehend that customer service is all about meeting and exceeding the expectations of the customer.
Understand the importance of customer expectations and how the quality of your products and level of service can influence them.
Be aware of the positive impact that good customer service can have on your business, such as attracting new customers and retaining existing ones.
Understand that poor customer service can harm your business’s reputation and result in lost sales or customers.

Customer Service Skills

Recognise the essential communication skills needed to deliver good customer service, such as using clear and concise language and maintaining good body language.
Know how to listen effectively to customers, understanding their needs and concerns.
Grasp the importance of empathy in customer service. Showing understanding and genuine concern for a customer’s issue can lead to customer loyalty.
Understand the concept and benefits of going the extra mile for customers, including improved customer satisfaction and potential repeat business.

Handling Customer Complaints

Learn how to handle customer complaints professionally and effectively to minimise damage and maintain customer loyalty.
Understand the importance of resolving complaints promptly to prevent situations from escalating.
Acknowledge that criticism or feedback can offer valuable insights into areas of your business that may require improvement.

Building Customer Relationships

Recognise the significance of building long-term relationships with customers. Building trust and demonstrating commitment to customers can result in repeat business and referrals.
Know how to use loyalty programs and other customer incentives to encourage repeat business and reward loyal customers.
Understand the value of keeping customers informed about new products or services, changes in business hours, or upcoming sales or promotions.

Legal and Ethical Considerations in Customer Service

Be familiar with the Consumer Rights Act 2015. As a blacksmith, this is the key piece of legislation relating to your obligations towards customers.
Understand the importance of honest and transparent communication with customers, ensuring they fully understand the service they will receive and at what price.
Be aware of Data Protection Act 2018 and its implications for handling customer information, and the necessity of maintaining confidentiality and trust.