http://www.wikihow.

com/Handle-Customers google search: customer service rules and regulations google search Sydney trains + railcorp (and news): http://www.sydneytrains.info/

1. 2. 3. 4.

A complaint isnt a personal insult Respond with the right questions (such as how to best fix the problem) Sought out problem immediately Be ready for new problems

It is ok if you dont have direct experience: you explain what you WOULD do in such a situation

INTERVIEW: Assesses skills, qualifications, motivations and knowledge Need to know the role, the company, requirements of the role, person specification (what they are looking for in the person), your experiences, reasons for applying/leaving, what you can offer, your strengths, why are you good for the role Do you match the Job Description or Person Specification

SAMPLE-INTERVIEW QUESTIONS: Tell me a little about yourself Why did you apply for this position? Summarise your main skills What experiences do you have in a customer service role? What do you know about our company? Why did you leave current job? Where do you see yourself in five years? What can you bring to this company? Please tell me about your salary expectations? Do you have a good sickness record?

HARDER QUESTIONS: Give an example of when you delivered excellent customer service? Dealings with an unhappy customer? Best level of customer service you have encountered? When you have delivered poor customer service? What are your strengths/weaknesses [weakness for chocolate]

Optional Questions: Are there opportunities for progression / when can I start? STAR RESPONSE: Situation

Task Action Result

DO 2 MOCK INTERVIEWS + LEARN CV (tell us about your CV or yourself); take along a notepad and pen; take relevant documents

Good Interview Technique (for sitting in the chair etc): Dont look too relaxed, casual, confident (may appear cocky) First impressions matter Hello, nice to meet you Smart presentation (dont sit down until invited to do so) Sitting down (good posture and up-right). Have hands in a stable position such as resting together or facing palms down on kness Dont slouch or fidget Address the interviewers correctly (Sir, Madam/Mam or Mr./Miss/Mrs. Smith or John) Smile and be Enthusiastic, Positive, Energetic Dont use slang, waffle or abbreviations Make an effort (you look reliable and trustworthy) Look at the interviewers (shows interest, but dont stare, soft eye contact such as around face, dont look down) Limit asking questions to 2 max, otherwise say this: No, its fine. You have told me everything I need to know. Thank you very much, I know youre busy and thank you for interviewing me. Final Impressions: I just want to say Thank you very much for interviewing me today. Thank you for the opportunity to come along and be assessed for the role. If I am successful, I can assure you that I will work very hard and I will be a role model within your company and I wont let you down. Thank you very much for seeing me

Essential Tips: Be polite at all times, smile and be happy Be enthusiastic and positive Be succinct (dont waffle) Avoid using jargon Dont tell jokes, use inappropriate language or use abbreviations Be respectful to the interview panel Address as Mr, Mrs or Miss Look at the interviewers but dont stare Use the company name a few times

A good job decription check this out: http://www.railcareerpathways.net.au/career/customer_service_attendant

3 BIGGEST FACTORS TO GOOD CUSTOMER SERVICE: Time Cost Quality

JOB DESCRIPTION:

Customer Service Attendant

Railcorp - Sydney NSW Positions available | RailCorp Online Application Customer Service Attendant Reference Number: 00002M7W Location: Sydney Metropolitan Region

We are looking for passionate individuals to apply their exceptional customer service skills across the Sydney Trains network to help us build outstanding customer service. Customer Service Attendants are required to undertake a broad range of station functions with a focus on providing exceptional customer service. Functions include responding confidently, courteously and efficiently to customer enquiries, providing timely and accurate information, attending to ticket gates, ensuring the safety of customers and maintaining the presentation of stations. To be successful in this role, you will be a self-motivated individual with a strong worth ethic who is able to work within a team or independently whilst providing exceptional customer service. You will work within a progressive organisation that is building the future of transport across Sydney. This role will allow you to leverage on your exceptional customer service skills and ultimately provide a better experience for Sydney Trains customers.

Sydney Trains operate quick, frequent and reliable trains in the Sydney suburban area. It is a streamlined organisation that focuses on the expectations of its customers and is responsive to their changing needs and desires: the customer is at the heart of everything they do. Full time and part time positions are available. Full time employees will be required to work 76 hours per fortnight divided into not more than 10 shifts. Part time employees will be required to work no less than 30 hours and up to 76 hours per fortnight. Successful applicant must be prepared to undertake shift work including weekends, nights, overtime, public holidays and major events. In return we will provide a starting remuneration of [CSA1SR] $962.65 per week (pro rata) inclusive of industry allowance, as well as 9.25% superannuation, annual leave loading, shift and other allowances where applicable Vacancies are available across the Sydney Trains network. The network includes the Sydney metropolitan region, north to Berowra, south to Waterfall and Macarthur, west to Emu Plains and north-west to Richmond. Please click here for a copy of the Sydney Trains network map. Current part time Customer Service Attendant s interested in a full time 'Permanent Augmented Relief' position with Sydney Trains are encouraged to apply. If you are interested in a transfer of location, please complete the Customer Service Attendant Transfer Registration Form which is located on the Sydney/NSW Trains intranet.

For more information about this position please refer to the Position Description. Please Note: You are not required to attach a resume or address selection criteria for this position. To apply for this dynamic opportunity, please click on the 'Begin' button at the bottom of the page. For further information or assistance on how to apply online, please contact Paul Newling on (02) 8574 3094 or alternatively contact Workforce Selection and Supply on 1300 305 855 and quote Reference Number: 00002M7W. Applications close: 11:59pm on Sunday, 6 April 2014.

For permanent positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident. For most Temporary jobs, you need a visa that gives you permission to work in Australia. To be considered for these roles you must be 18 years of age. Applicants will need to complete merit based selection activities and will be subject to satisfactory medical, drug & alcohol and criminal record checks as part of the selection process. Please note that an eligibility list may be created for this position, and position(s) of the same classification that subsequently become vacant may be filled using this eligibility list (where

the vacancy is within 60 minutes travelling time). Transport for NSW is an equal opportunity employer. Women and people with a disability are encouraged to apply. If you have NOT registered with our Online Application System, you can begin your Application by clicking the 'Begin' button below. If you are unsure if you have registered before, click here and follow the steps. FORGOTTEN YOUR LOGIN DETAILS? click here and follow the steps. If you want to preview the Application Form prior to logging in click here. IMPORTANT: This site is optimised for - Internet Explorer 6.0 (or later browser versions) and Mozilla Firefox 1.5 (or later browser versions).

CUSTOMER SERVICE CATCH PHRASES: Good afternoon and welcome to ___________. How are you? If they respond with a little tired, we drove for 3 hours.. Ask a question to show interest in the person, such as: Where are you coming from Tell them the information and ask them to verify if it is correct or not I am sorry to hear that. Perhaps I could take your luggage for you or assist you with _________ There is no need to be angry, as I will endeavour to aid you to the best of my ability and resolve this problem as quickly as possible Is there anything else I can do for you?

https://www.google.com.au/#q=customer+service+role+play+assessment&safe=off https://www.google.com.au/#q=customer+service+employee+coaching+role+play+assessment&saf e=off

DEALING WITH ANGRY CUSTOMERS: 1. 2. 3. 4. Apologize for any inconvenience this may have cause Clearly weve upset you and resolving this issue is my first priority Speak without emotion (dont take the bait) Computer-like response: People get irritated when they dont get the help they need OR It is very annoying to experience a delay in service response OR Nothing is more distressing than feeling like youre being passed around when all you want is help 5. RISKY QUESTION: Have I done something to personally upset you? Id like to be a part of the solution 6. Show empathy (to build a rapport bridge): That must have been very frustrating for you OR I appreciate the inconvenience for waiting that amount of time OR I realise the wait

7.

8. 9. 10. 11. 12.

you encountered was an inconvenience OR If I were in your shoes Im sure Id feel just as you do OR I apologize for the delay OR It saddens me to hear that Thank them for their feedback (dont interrupt though, maintain I eye contact, agree with them, nod head): Thank you for taking the time to let us know how you feel OR Thank you for being honest OR We appreciate the customer feedback Thats interesting. Tell me more / Why would you say that / why would you do that / why would you ask that? More examples: when did you buy that, do you have a receipt? Summarise the situation then focus on resolution Ask what the customer wants, then explain what you can do and suggest alternate solutions and finally try to reach agreement (provide several options and share information Re-apologize for any previous inconveniences

http://www.skillsyouneed.com/ips/verbal-communication.html https://www.youtube.com/user/LearnComTraining

So this time I thought I'd focus on what I call "positive trigger words" -- the ones that convey the exact same messages but with completely different results. Of course, what you do is more important than what you say. But whether it's good news, bad news, or simply passing on information, your choice of words will have a significant effect on the way the customer hears what you're saying, and consequently the way she feels about it and reacts to it. The goal, of course, is to make the customer as happy as possible with the service experience, even if the outcome isn't exactly as she had hoped for. It is, in fact, possible for a customer to have a positive feeling about a company even if she doesn't get what she wants. And that is where words make a big difference: - People respond positively to words that are active rather than passive. There is a world of difference between "I can" and "I will." - Words of genuine compassion and empathy suggest that you are not just carrying the company line or reading from a memo. - Delivering those words in a cheerful, upbeat, and most importantly, natural manner (appropriate to the circumstances, of course) suggests one human being's desire to help another, not just an equivocal, noncommittal suggestion that something "may" be possible. Here, then, in no particular order, are six active, enthusiastic, mood-altering, wonderfully human words that will dramatically change the way customers react to your conversations, emails and text chats. They are ridiculously simple, yet potent tweaks to the normally gray, predictably mundane language of customer service: "Delighted" "Absolutely"

"Pleasure" "Happy" "Sorry" "Yes" Think of the passive catch-all, "Let me see what I can do," which sets the customer's expectations somewhere between low and zero. But change that to "I'd be delighted to help," and the customer will be -- I guarantee -- smiling on the other end of the phone, confident that you're actually interested in helping her, and much more receptive to whatever you have to say. Note that this only works if it's genuine, not forced or scripted. It presumes a good attitude, and the desire and authority to help people. Contrived speech is always obvious, so don't over-pepper (as in the way so many reps cloyingly insert your name in every sentence). Speak as a normal person, with a smile and a wish to please, and these "good words" will work wonders.
http://www.cbsnews.com/news/the-6-best-words-in-customer-service/

DEALING WITH EMPLOYEES/COACHING EMPLOYEES:

Manners:
30 Manners Everyone Should Know #1: When asking for something, say "Please." #2: When receiving something, say "Thank you." Be especially appreciative and say "thank you" for any gift you receive. #3: Do not interrupt people who are speaking with each other unless there is an emergency. They will notice you and respond when they are finished talking. #4: If you do need to get somebody's attention right away, the phrase "excuse me" is the most polite way for you to enter the conversation. #5: When you have any doubt about doing something, ask permission first. It can save you from many hours of grief later.

#6: Keep negative opinions to yourself, or between you and your friends, and out of earshot of others. #7: Do not comment on other people's physical characteristics unless, of course, it's to compliment them, which is always welcome. #8: When people ask you how you are, tell them and then ask them how they are. #9: When you have spent time at a friend's house, remember to thank your hosts for having you over and for the good time you had. #10: Knock on closed doors -- and wait to see if there's a response -- before entering. #11: When you make a phone call, introduce yourself first and then ask if you can speak with the person you are calling. #12: Use a quiet voice inside, especially in places like restaurants. #13: Never use foul language in front of people if you don't know if it will bother them. #14: Don't call people mean names. #15: Do not make fun of anyone for any reason. Teasing shows others you are weak, and ganging up on someone else is cruel. #16: Even if an event is boring, sit through it quietly and pretend that you are interested. The performers and presenters are doing their best. #17: If you bump into somebody, immediately say "Excuse me." #18: Cover your mouth when you cough or sneeze, and don't pick your nose in public. #19: As you walk through a door, look to see if you can hold it open for someone else. #20: Help others out when you can. #21: When someone helps you, say "thank you." #22: When someone asks you to do something, try to do it without grumbling and with a smile. You have a right to say no, you should be polite and offer a good reason if you do. If someone asks you to do something that feels dangerous or wrong, it's okay to say no and not be polite to keep yourself safe. #23: Use eating utensils properly. If you are unsure how to do so, ask someone to teach you or watch what people you respect do. #24: Keep a napkin on your lap; use it to wipe your mouth when necessary. #25: Don't reach for things at the table; ask to have them passed.

#26: Chew with your mouth closed. #27: If you hurt someone, say "I'm sorry" and try to find a way to make it better. #28: Don't hurt people on purpose. #29: Don't use people's things without permission. #30: Treat others the way you'd like to be treated. * Remember: Children count as people. Manner #1 When asking for something, say "Please." Manner #2 When receiving something, say "Thank you." Related: Kid-Made Thank You Notes Manner #3 Do not interrupt grown-ups who are speaking with each other unless there is an emergency. They will notice you and respond when they are finished talking. Manner #4 If you do need to get somebody's attention right away, the phrase "excuse me" is the most polite way for you to enter the conversation. Manner #5 When you have any doubt about doing something, ask permission first. It can save you from many hours of grief later.
Manner #6

The world is not interested in what you dislike. Keep negative opinions to yourself, or between you and your friends, and out of earshot of adults.
Manner #7

Do not comment on other people's physical characteristics unless, of course, it's to compliment them, which is always welcome. Related: Raise Polite Kids
Manner #8

When people ask you how you are, tell them and then ask them how they are. Manner #9 When you have spent time at your friend's house, remember to thank his or her parents for having you over and for the good time you had.
Manner #10

Knock on closed doors -- and wait to see if there's a response -- before entering.
Manner #11

When you make a phone call, introduce yourself first and then ask if you can speak with the person you are calling.
Manner #12

Be appreciative and say "thank you" for any gift you receive. In the age of e-mail, a handwritten thank-you note can have a powerful effect. Related: Print and Color Cards for Birthdays, Thank-Yous and More!
Manner #13

Never use foul language in front of adults. Grown-ups already know all those words, and they find them boring and unpleasant. Manner #14 Don't call people mean names.
Manner #15

Do not make fun of anyone for any reason. Teasing shows others you are weak, and ganging up on someone else is cruel. Related: Raise a Compassionate Kid
Manner #16

Even if a play or an assembly is boring, sit through it quietly and pretend that you are interested. The performers and presenters are doing their best.
Manner #17

If you bump into somebody, immediately say "Excuse me." Related: Quiz: What's Your Parenting Style?

Manner #18

Cover your mouth when you cough or sneeze, and don't pick your nose in public. Related: How to Handle Inappropriate Behavior Manner #19 As you walk through a door, look to see if you can hold it open for someone else.
Manner #20

If you come across a parent, a teacher, or a neighbor working on something, ask if you can help. If they say "yes," do so -- you may learn something new.
Manner #21

When an adult asks you for a favor, do it without grumbling and with a smile. Related: Use this Table-Setting Map as a Guide
Manner #22

When someone helps you, say "thank you." That person will likely want to help you again. This is especially true with teachers!
Manner #23

Use eating utensils properly. If you are unsure how to do so, ask your parents to teach you or watch what adults do. Related: Mrs. McVeigh Weighs in on Proper Utensil Use and More! Manner #24 Keep a napkin on your lap; use it to wipe your mouth when necessary. Manner #25 Don't reach for things at the table; ask to have them passed.

http://www.wikihow.com/Have-GoodManners
Some people make such a fuss about having good manners. But perhaps there is good reason for doing so. Proper etiquette is a way to show that you care about someone. It also helps people feel more comfortable in social situations. Feeling appreciated and accepted usually leads to better social relationships.

One of the challenges with etiquette is that it can vary so much (e.g., timeframes, culture, places, gender). Take table manners as one example: in North America, it is generally considered proper etiquette to eat your food quietly; however, in Japan, it is encouraged to make slurping noises when eating hot noodles. Additionally, it appears that technology has moved us toward a more relaxed view on manners (e.g., use of mobile phones everywhere, texting incomplete sentences and abbreviations, less formality in emails than letters). Emily Post once wrote that "IDEAL conversation should be a matter of equal give and take, but too often it is all "take." She attributed nearly all faults or mistakes in conversations as being caused by a lack of thought. Here are some suggestions to noodle: Summary of etiquette and manners in conversation
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. Avoid political or religious discussions. Listen courteously. Keep your temper. Yield gracefully and decline further conversation in disagreements. Do not parade your opinion on all occasions. Use wit and vivacity. Be educated and have a cultivated mind (e.g., old literature, art). Don't let conversations be one-sided. Be precise and accurate in grammar. Use reason to think. Be generally modest. Show politeness and deference to the feelings and opinions of others. Listen with an air of interest and attention. Never interrupt someone who is speaking. Do not anticipate the point of a story someone is reciting (i.e., take it from his lips and finish it in your own language). Never raise your voice. Never speak in a dictatorial manner. Be amiable and frank in your discussions. Speak on the same level as to whom you are speaking. Don't speak of your own business or profession. Let the subject of your discussion conform to the place/event. Do not gesticulate. Do not ask someone to repeat his words. Do not concentrate attention upon yourself. Do not eavesdrop on the conversations of others. Avoid long speeches or tedious stories. Speak of yourself, but little. Do not submit to flattery. Do not compare your friends to one another. Do not give any sign of incredulity. Avoid subjects which can injure someone who is absent. Do not swear. Avoid a declamatory style. Avoid set phrases and use quotations rarely (especially in a foreign language). Avoid pedantry. Don't be a stickler for formal correctness of language. Avoid the use of technical terms around those who may not understand them.

38. When speaking with foreigners, do not complete their words when they hesitate or show impatience. 39. Never play the buffoon or be known as the "funny" man. 40. Avoid boasting (e.g., about money, connections, luxuries, travels). 41. Don't drag in a grave subject when the conversation is pleasant or bantering. 42. Do not question a literary person about their own works. 43. Don't use phrases which have a double-meaning. 44. If you become angry in a conversation, turn to another subject or keep silent. 45. Avoid subjects that may be too personal. 46. Avoid using adjectives when you inquire about someone else in a room of people with whom you are unfamiliar (e.g., "who is that awkward girl over there?" "sir, that is my daughter."). 47. Avoid gossip; in a woman, it is detestable but, in a man, it is utterly despicable. 48. Do not officially offer assistance or advice in public. 49. Do not use ridicule or practical joking. 50. Avoid flattery. 51. Discuss higher-level subjects with a lady. 52. Avoid inflated/exaggerated expressions 53. Speak plainly and avoid untruths. http://www.mtstcil.org/skills/manners-2.html http://www.artofmanliness.com/2010/09/24/the-art-of-conversation/

QUOTES: Well done is better than well said. Benjamin Franklin

Your most unhappy customers are your greatest source of learning. Bill Gates It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change. Charles Darwin
Spend a lot of time talking to customers face to face. Youd be amazed how many companies dont listen to their customers. Ross Perot If you do build a great experience, customers tell each other about that. Word of mouth is very powerful. Jeff Bezos, CEO Amazon.com Customer satisfaction is worthless. Customer loyalty is priceless. Jeffrey Gitomer Being on par in terms of price and quality only gets you into the game. Service wins the game. Tony Allesandra

Youll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture cant be copied. Jerry Fritz In the world of Internet Customer Service, its important to remember your competitor is only one mouse click away. Doug Warner Know what your customers want most and what your company does best. Focus on where those two meet. Kevin Stirtz Dealing with people is probably the biggest problem you face, especially if you are in business. Yes, and that is also true if you are a housewife, architect or engineer. Dale Carnegie Make your product easier to buy than your competition, or you will find your customers buying from them, not you. Mark Cuban When people talk about successful retailers and those that are not so successful, the customer determines at the end of the day who is successful and for what reason. Jerry Harvey If you work just for money, youll never make it, but if you love what youre doing and you always put the customer first, success will be yours. Ray Krock The nature of any human being, certainly anyone on Wall Street, is the better deal you give the customer, the worse deal it is for you. Bernie Madoff Youve got to look for a gap, where competitors in a market have grown lazy and lost contact with the readers or the viewers. Rupert Murdoch I wont complain. I just wont come back Brown & Williamson Tobacco Ad Excellent firms dont believe in excellence only in constant improvement and constant change. Tom Peters Every contact we have with a customer influences whether or not theyll come back. We have to be great every time or well lose them. Kevin Stirtz Here is a simple but powerful rule: always give people more than what they expect to get. Nelson Boswell Customers today want the very most and the very best for the very least amount of money, and on the best terms. Only the individuals and companies that provide absolutely excellent products and services at absolutely excellent prices will survive. Brian Tracy

It helps a ton when you learn peoples names and dont butcher them when trying to pronounce them. Jerry Yang Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. Zig Ziglar Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution. Rick Tate Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You cant expect your employees to exceed the expectations of your customers if you dont exceed the employees expectations of management. Howard Schultz, CEO Starbucks Coffee The customers perception is your reality. Kate Zabriskie, Author of: Customer Service Excellence: How to Deliver Value to Todays Busy Customer

Do what you do so well that they will want to see it again and bring their friends. Walt Disney He profits, most who serves best. Arthur F. Sheldon The longer you wait, the harder it is to produce outstanding customer service. William H. Davidow
Under promise and over deliver. Toby Bloomberg Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. W. Edwards Deming

Every client you keep, is one less that you need to find. Nigel Sanders If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends Jeff Bezos The purpose of a business is to create a customer who creates customers Shiv Singh
Nothing is so contagious as enthusiasm. Samuel Taylor Coleridge

Good customer service costs less than bad customer service. Sally Gronow, Welsh Water

 Whether you are big or small, you cannot give good customer service if your employees dont feel good about coming to work. Martin Oliver, MD Kwik-Fit Financial Services If we keep doing what were doing, were going to keep getting what were getting. Stephen Covey There are no traffic jams along the extra mile. Roger Staubach Good leaders must first become good servants. Robert Greenleaf We dont want to push our ideas on to customers, we simply want to make what they want. Laura Ashley A shoe without sex appeal is like a tree without leaves. Service without emotion is like a shoe without sex appeal. Anonymous A little experience often upsets a lot of theory. S. Parkes Cadman
An ounce of loyalty is worth a pound of cleverness. Elbert Hubbard There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton, Founder of Wal-Mart