What is Good Customer Care?

Good customer care is about:

• Meeting the customer‘s needs.
• Knowing how to deal effectively with customers in all circumstances.
• Building good working relationships with colleagues.
• Managing communication, expectation and perception.

Who are our customers?

• External customers: students, parents, funders, public agencies, business partners, etc.
• Internal customers: our colleagues.

We don‘t all deal directly with external customers but those who do cannot provide a good service unless they are well supported by the rest of us.
Working on reception:

• Make eye contact with the customer and smile.
• If you‘re busy and you have to keep them waiting acknowledge their presence, let them know that you are aware that they are waiting.
• Greet them – Good morning or hello.
• Find out the customer‘s name and use it.
• Introduce yourself or at least be identifiable – wear a name badge or have a name plate on your desk.
• Listen carefully. Make notes if needed
• Watch your body language – it needs to reflect the smile.
• Know what services, resources and other staff are available to help you.
• If there are two of you on the reception desk don‘t talk to each other while dealing with a customer.
• If you can‘t provide what is asked for, offer the customer an alternative.
• Concentrate on your customer.