CUSTOMER SERVICE TRAINING

Renee Evenson

TRAİNİNG BABY STEPS : THE BASİC

Always remember,

the customer is the reason you have a job… Greet with a friendly smile and a helpful attitude They may even tell their friends They feel greatful when they get a good service

Take of your customer service provider hat

Put on your customer hat

For the great customer servicethis points are important

First impression matter Courtesy counts Attitude is everything Doing the right thing : ethical ıssues

What kind of service do you give your customer ?

you can providing customer service the moment a

customer comes into your business , calls you on the telephone or e-mails

When customer phsically walk through you door, they take a mental snapshot of you this is

FİRST İMPRESSİONS

First impressions

include ; person’s looks and actions general grooming and cleanliness Clothing Voice tone Attitude Body language and posture

!!! People see you first, hear you second ; the first step to making a good first impression is your Appearance

!!! Wear appropriate clothing for the type of work you do

!!! Make sure you are groomed ; your hair, body, teath, and clothes are clean

!!! Your bady language is very important, make eye contact when talking with someone , smile as often as appropriat

If a customer’s first impression is favorable , you have laid the foundation for providing great customer service

Courtesy countswhen you act courteously, you send a

positive and powerful message

Say excuse me and ı am sorry for your mistakes

Say please, thank you, and you are welcome Use sir and maam ; using these words shows a

sign of respect Use a person’s name when you know it ;

everyone enjoys hearing his or her name Say it with smile

Attitude is everything

attitude is everything good or bad, your attitude is what people are going to remember about you…

Believe in yourself : when you stop your negative self-talk, you will start to believe in your self

Believe you can make a difference when you believe in yourself an gain

Doing the right thing : ethical issues

always be honest ; being honest at all times will make your life farless complicated

Always be truthful about your products, service and policies.

Never make misleading claims

TOSSİNG THE BALL BACK AND FORTH: EFFECTİVE COMMUNİCATİON

ın your dealings with customers, be the one to initiate honest, respectful, and thoughtful

communication

We communicate when we need to make decisions, solve problems, get answers or resolve conflicts.

communicating is so important a person success often depends on good communication skills

You are not only represant the company, you are the company ;

how well do you communicate?

you should choose rigt word and voice tone and you should use body language communicates the

emotions behind the message

The six step to effective communication are;

1. Saying what you mean and meaning what you say

2. What you don’t say : nonverbal communication

3. Putting words together: grammer usage

4. Asking the correct questions and answering the questions correctly

5. When the customer says no

6. Listening actively

Step 1 : saying what you mean and meaning what you say

When you communicate, you can either speak or listen. İt is impossible to do both well at the same time. As the speaker, you control the conversation. So you should;

Choose the right words Make sure your tone fits the message you are

sending Add welcome words to your vocabulary

Step 2 : what you don’t say : nonverbal commmunication

how you say something is more important the words you choose, but what you do when you convey a message is also important

Nonverbal communication include that : smile often Make eye contact Maintain good posture Get enough rest

Step 3 : putting words together: grammar usage

Proper grammar is critical to effective communication.

Reflect your company’s personality ; for example you can choose friendly and casual words if your company is not formal

Speak clearly and avoid using tecnical language ; most customer will not understand the tecnical terms you use

Step 4 : asking the correct questions and answering the questions correctly

Employees ask questions to figure out how to solve a customer’s problem or resolve a customer’s complaint.

Step 5 : when the customer says “no”

When you offer a valid solution and your customer says no ; your job is to uncover the reasons for your customer’s objections. For this action;

listen to the customer’s objections and need to understand why the customer saying no so you can best help her.

Acknowledge the objections ; always validate the customer’s reason,then respond with a positive statement

Step 6 : listening actively

Listening is often more important than speaking. Without the ability to listen well, communication can never be effective. İf you can’t listen to the message, you can might easily give the wrong response

for the listening actively :

focus entirely on your customer, think of the customer you are helping as the only customer in your business

listen completely and remain objective; do not judge

JUMPING IN WITH BOTH FEET: RELATİONSHIP BUILDING

to provide the best possible service, you must get close to your customers by building a strong ralationship with them.

customer remember and judge the company by their relationship with the employees. They are also likely to tell others. They share their experience with others.

What are people saying about you ???

remember, to your customer you are the company. Customer judge a business by their interactions with employees. You have a valuable opprtunity to build a strong relationship.

how to build and maintain positive and strong relationships with all your customer??

there are six step

Step 1 : establishing rapport

Step 2 : interacting positively with customer

Step 3 : identfying customer’s need

Step 4 : making the customer feel valued

Step 5 : maintaining ongoing relationship

Step 6 : different strokes: handling different types of customer

Step 1 : establishing rapport ; establishing a rapport begins the moment you start

communicating with your customer.

Think about who are your customers?

- Are they men, women , teens, or young

What they expect from your company?

- Quality product, the best prices or quick service

Step 2 : interacting positively with customer

after the establish a rapport building your relationships by interacting with your customer in a positive manner

Be helpful Be committed Be a problem solver Believe in your products

Step 3 : identifying customer’s need

sometimes customer are not very clearly about their needs. When you deal with customers, your job is to uncover their needs

Ask questions like how do you think you would use this?

Summarize customers needs Recommend appropriate solutions

Step 4 : making the customer feel valued

your primary job is to communicate effectively and build positive relationships.

Go out of your way for your customers. Validate customers decisions ; for example ı

understand how you feel, this brand is costly İnstill positive feelings.; never make customers

feel bad about their decisions.

Step 5 : maintaining ongoing relationship

imagine how valued they will feel if you remember them?

Remember your customer Learn customer’s name Remember something about your customer Learn your customer’s prefences

Step 6 : different strokes : handling different types of customers

Most of your customers wiil be average needs.

besides the average , Everyday people with whom you regularly interact, here are some other customer “types” and tips on how to interact positively with them

The pushy, obnoxious customer- remin calm The timid, indecisivecustomer-be patient The overly friendly, flirty customer-be professional The culturally different customer- be tolerant

CALMİNG STORM : DİFFUCULT CUSTOMER CONTACTS

When a customer complains , look at it as an apportunity to improve.

by learning how to tactfully handle a difficult customer in any situation you can make every customer feel satisfied at the end of the contact.

five-step process is exist for it.

Step 1: what is going on :determine the reason

The first step is the most critical. What you say? What you don’t say? Your customer is upset and you dont want to do anything to make him more upset.

Assure the customer you are going to help Restate the customer’s opening statement Listen carefully Write down key details Display emphaty Remain composed

Step 2 : what caused it: identfy the root cause of the problem

İnvestigate the situation Apologize Explain what happened

Step 3: what can I do ?

Tell the customer what you are going to do to solve the problem

Focus on what you can do Offer your best solution Never assign blame Display empathy Offer an alternative solution

Step 4 :what can I say: acknowledge the problem

Thank the customer for allowing you to make things right

Tell what you will do not avoid future problems Offer some sort of compensation or restitution Make follow-up call or visit

Step 5 : what needs to be done:fix what needs to be fixed

Analyze what went wrong Review your company’s policies and

procedures Change what you can to make things

better

NAZMİYE KANBEROĞLU / 0508050027