KHARAFI NATIONAL CUSTOMER SERVICE TB 19 07/07 FM

TOOLBOX TALK INFORMATION SHEET – 19

CUSTOMER SERVICE
(2 Pages)

PURPOSE

Communication is the key to good customer service. Always keep the customer informed so
that they know what is happening for any reported problem.

Remember that your attitude and actions reflect the impression that the customer has of the
service provided by Kharafi National. One persons’ aggressiveness and bad attitude could
create a reputation that Kharafi National provides a bad service.

It is important to treat customers how you would want to be treated yourself.

HELPFUL GUIDELINES

Helpful Hints for good customer service:

 Treat customers and colleagues as you would like to be treated yourself.

 A positive happy attitude is essential to convey the Facilities Management

Department's professionalism.

 When speaking to a customer, always use appropriate ‘clear’ language.

 Always speak clearly concisely and confidently in an interested and pleasant manner.

 Avoid slang.

 Always be polite.

 Always greet customers when you pass them.

 Remember that customers will judge you by how they are treated so be nice.

 You are always under scrutiny and your attitude and actions will reflect the
customers’ impression of the Facilities Management Department.

 Always communicate any problems to the customer as soon as possible.

 Always explain, fully, reasons for delays and the positive action taken to provide a
remedy.

 Provide continual updates to the customer providing timelines for a resolution to the
problem until the problem is resolved.

 If the customer is awkward, be as helpful as possible to try and placate them.

SAFETY FIRST – SAFETY LAST

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KHARAFI NATIONAL CUSTOMER SERVICE TB 19 07/07 FM

 Do not be angry or aggressive towards a customer, this only generates conflict and
aggravates the situation.

 Any complaints or problems or incidents are to be reported to your Supervisor

immediately.

 Organize your workload in order of priorities; assess the most important tasks to be
carried out first. If you are not sure, speak to your Supervisor or Manager.

 Inform the customer of when planned work is to take place and obtain their
agreement, preferably in writing. Contact your Supervisor and inform him of any
agreements.

 When attending to a complaint or carrying out work in an area, get the permission of
the persons occupying the area to carry out the work. Explain exactly what you are
going to do, especially if this involves noisy, disruptive or restrictive access work and
how long the work will take place. It is essential to communicate this to the occupiers
to ensure good customer service.

 Obtaining agreements for work on advance assists in the efficient completion

improving the speed, quality and inevitably saves money.

 Always remember, our customers pay your wages. Be polite, be professional !!

SAFETY FIRST – SAFETY LAST

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