ISSUE 01

OCTOBER 2015

CUSTO

articles and material:

Sign up to our Facebook
page

ED

v Free and exclusive

UR

'Body Language
and Communication
Skills Training
Session

Service Assured
Programme
kicks off

CSA

E AS

v 'Innovative Customer

IC

THE CUSTOMER SERVICE ASSURED NEWLETTER

ER SER

FOCUS

Earning the CSA

ServiceMark - becoming
a recognised outlet

INNOVATIVE CUSTOMER SERVICE

ASSURED PROGRAMME KICKS OFF
Local businesses who have signed up to
Customer Service Assured (Malta), with the
potential of differentiating themselves from
their competitors, over the past weeks have
started reaping the benefits of the new and
innovative CSA programme.
Focused on providing organizations and
retail outlets with the necessary support,
tools, skills and professional expertise in
customer experience management, the
CSA (Malta) Programme is adapted
according to the industry and its purpose.
The programme provides organizations
with timely and regular customer experience data
and also includes well-designed and innovative
customer service/sales training sessions led by
training consultant Paul Vincenti.

86% of consumers will pay

more for a better customer
experience.

Thriving DIY Superstore BigMat (Malta), one of

the companies who have signed up to the CSA
Programme in recent weeks were full of praise for
the intensity at which the programme keeps
driving the organization and its employees to
consistently keep improving the holistic customer
experience.

SIGN UP TO OUR FACEBOOK PAGE - keep

updated with the latest trends and improve
your customer experience skills

BigMat (Malta) General Manager Noel Attard said

although as of today we are nowhere close to
reaching service excellence, with Customer
Service Assured, we have found a business
partner we can trust and have the expertise to
help us continuously enhance the customer
experience and most importantly our culture of
service. Their Business philosophy is very simple
service excellence is what drives sales growth and
profitability.

Social media is the fastest grow

means of communication. At the
click of a button, today you can
keep up-to-date with case
studies and innovative ways of
how to excel in
customer
experience
management.
Sign up to our

Source: RightNow Customer Experience Impact Report

facebook page
www.facebook.com/cs
amalta and receive
free and exclusive
material.

THE CUSTOMER SERVICE ASSURED NEWLETTER

'BODY LANGUAGE AND COMMUNICATION

SKILLS - REFRESH YOUR MEMORY
The difference between the words people speak and
our understanding of what they are saying comes
from non-verbal communication, otherwise known as
"body language." By developing your awareness of
the signs and signals of body language, you can more
easily understand other people, and more effectively
communicate with them. Here are a few points which
can help you:
Successful face to face communication
depends primarily upon our body language (55% how we stand, smile, use our body when we speak),
then on the tone we use (38% - do we sound bored,
in a bad mood, excited to be assisting the customer)
and finally on the words we say (7% - do we use
negative or positive words).
Three components (face, arms/hands, feet)
within our body language need to be synchronised
together. The smile on our face needs to match the
openness we portray with our hands and coupled with
our body leaning slightly more towards the customer.
We don't have to wait for a customer to come
face-to-face with us before we decide to smile. Even
from a distance always welcome customers with a
BIG smile!
While serving customers, we need to keep an
eye out for other customers who may need our help.
Smile and show a customer that you noticed them
and that you will soon attend to them (use the phrase
'I will be with you in a minute').

EARNING THE CSA SERVICEMARK A CHANCE TO STAND OUT

Our ServiceMark represents important customer
service criteria and benchmarking standards that
create and enhance customer experience in
business.
This ServiceMark offers a great opportunity for an
organisation to develop service capabilities and
expose the level of its customer service. The service
criteria and benchmarking standards will vary
depending on the industry and sector a business is
working in.

We should never assume we know the needs

of our customers, even if we are correct.

During the year an organisation is allotted points

based on the results of the mystery shopping
sessions, the outcome of the various customer
feedback surveys and the audit of the customer
complaint management system. Each of the
categories is assigned a maximium number of points.

First use the right question to ask the

customer what it is they need. Then, listen to their
needs carefully.

The classification of the earned CSA ServiceMark will

be based on the total points accumulated at the end of
December.

RE

For more information visit

www.csamalta.com

CUSTO

CUSTO

CSA

2015

RE

RE

CUSTO

SER

E ASS

RE

CUSTO

ER

IC

For more information visit

www.csamalta.com

CSA

E ASS

CUSTOMER SERVICE ASSURED OFFICE

LUXE APARTMENTS, NUMBER 5, ABBE DE VERTOT STREET, ST.JULIANS

2015

BRONZE
IC

Always thank them for choosing your outlet as they

leave use the BigSmile

For more information visit

www.csamalta.com

CSA

EXCELLENCE

2015

SER
ER
V

E ASS

CSA

SILVER

SER
ER
V
IC

GOLD

Offer to wrap, pack or carry things for the customer

when and where possible.

SER
ER
V
E ASS

Always ask them if you can help them with

anything else be sincere!

PLATINUM
IC

Follow this up by ask them at least 3 questions

to clarify what their need is (use what, how, where,
why questions). Recap what it is you heard them tell
you. Now assist them with their need/s.

2015
For more information visit
www.csamalta.com

CSA ServiceMark classification

mobile: +356 9971 2291

website: www.csamalta.com
email address: info@csamalta.com