1. 1. Customer Service From the
2. 2. Objectives At the end of this program you should be able to develop a mindset of world-class customer service by Understanding the ultimate outcome of every customer service transaction Identifying strategies to create superior customer service experiences Recognizing industry standards and best practice behaviors in world-class customer service Using world-class language in daily customer interactions Demonstrating active listening skills Demonstrating the steps to diffuse an upset customer
3. 3. Agenda Day 1 Day 2 Objectives Review exercises Ultimate Goal What is superior service? What is Customer Service Superior service scenarios activity Who is your customer? How to handle difficult customers Win-win-win in World Class Service Role play activities The good, the bad and the ugly Customer Service mantras What drives performance? Johnny the bagger Levels of service relationship Assessment Best practices and core standards Recognition Active listening Survey World Class language Summary
4. 4. AFWJ Objectives To improve our market share in the local watches and jewellery industry To increase our retail foot print by opening Watch House doors in feasible markets To attract and acquire leading international watch and jewellery brands to strengthen our portfolio To maintain and continuously upgrade Watch House and AFWJ stores To attract the best talent by providing best working practices and career opportunities To be a world class shopping destination with
5. 5. I love AFWJ, they provide the best customer service. Our Goal
6. 6. Knowledge Understanding
7. 7. What is Customer Service? I want to feel cared for I want to feel looked after
8. 8. Getting to know you
9. 9. Who is your customer? Internal External
10. 10. Win-Win-Win The customer You AFWJ
11. 11. Your Role as Sales Representative Sales Targets Customer Service Visual Merchandising SOP Teamwork and Grooming Al-Futtaim Way
12. 12. Whats your story?
13. 13. What drives performance? Values/ Beliefs Opinions /Emotions Behavior Performance
14. 14. Levels of Service Relationships
15. 15. Wow Stories The best way to find yourself is to lose yourself in the service of others. M. Gandhi
16. 16. Achieving Best Practice Core standards Professionalism Look pro Act pro Speak pro If you refuse to accept anything but the best, you often get it. W. S. Maugham
17. 17. Active Listening People before paperwork Eye contact VMEs Undivided attention Facial expression and body language You must be the change you want to see in the world. M. Gandhi
18. 18. Listening Exercises 1. Amazing facts 2. Whats in a name? 3. Pass the message Most people do not listen with the intent to understand; they listen with the intent to reply. Stephen Covey
19. 19. Quick tips to be world-class Problem cant You have to No I dont know Situation or concern CAN We need to Id love to or I wish I could Good question, let me check
20. 20. Quick tips to be world-class Sorry to keep you waiting. Thank you for the wait. Youre welcome!, My pleasure! Sure! See you again soon! Ill be right with you in __ minutes. The words you use make up the world we live in. Jeff Courtney
21. 21. What is Superior Service?
22. 22. Customer Service Mantras
23. 23. Steps to Diffuse 1. Apologize Im sorry for the confusion 2. Empathize I understand you are frustrated 3. Assure I assure you we will fix this for you 4. Get Cooperation Okay?
24. 24. Lets watch Johnny the bagger
25. 25. I love AFWJ, they provide the best customer service. Our Goal