Customer Servicefor

Landlord Action LtdVanessa Cariba &

Claudette King

Who are your Customers?

• Tell us about the type of customers you speak to?• Estimate how many calls you take within one day?

What does Customer Service mean?

• Good listening skills• Show empathy • Follow-up• Exercise courtesy• Complete processes

Building Relationships

• Role play ‘ The missing contract’• Feedback on role play – identify the five attributes of

good customer service• Five principles of building relationships

– Listen– Empathy– Follow up– Courtesy– Completeness

Customer Charter 2

Objective 2 Steps to achieve

Handling customer requirements.

1. Listen and responding to all enquiries promptly

2. Be assertive 3. Applying knowledge to meet the

customer requirements 4. Recording customer complaints 5. Be apologetic to the customer

for any problem(s) he/she is/are encountering (this is for not meeting company standards)

6. Make notes of the customer complaints

7. Offer a solution if it is within your role remit

You Factor

Competency What you did well? Supporting Evidence

Thank You

“Do what you do so well that they willwant to see talk to you again and tell

their friends.”Virtual Assistant Now