Definition Attitude: The mental reaction towards external stimulators. Attitude Behaviour: The Physical reaction towards external stimulators. Habit = Knowledge (what to do) + Skill ( How to do) + Desire (want to do)
Your AttitudeThe Positive attitude is the middle point between two negative attitudes
Your AttitudeYour Career success depends upon your technical skills and human relations skills. Building good human relationships require a positive attitude.
Your Attitude Changing your attitude does not mean you change your personality. It simply means that you think, feel and appear positive about the task on hand. Having a good attitude makes everything else come easier! The more you focus on the positive factors of your environment, the easier it is to remain positive.
The Circle of Concerns & The Circle of Influence Circle of Concerns Circle of Influence
The Circle of Concerns & The Circle of Influence Circle of Influence Circle of Concerns
The Best Empathy – The ability to understand the mood of others Discipline – The ability to work systematically and consistently Command – The ability to control a situation through communication Responsibility – The ability to own a problem until it is solved
The Best Leadership: Directing and Moving your people into a common goal Effectiveness: Doing the right thing. Efficiency: Doing the thing right. Efficacy: Doing the right thing right.
The Maturity Continuum in Attitude Level 1. Dependence (The Attitude of You) Level 2. Independence (The attitude of I) Level 3. Interdependence ( The Attitude of We) The Seven Habits of highly effective People Steven Covey
The Science Of ListeningWhy do we listen?Hearing isPhysiological*Listening isPsychological
Levels Of Listening Empathic Attentive Selective Ignoring Pretending Listening Listening Has the intension to understand Paying attention on the words said Listening to some parts of the conversation Not listening but trying to show the other person that he listens Not really listening at all.
Listening Behaviors Focus Focus: when you are practicing focus, imagine that your lips are zipped. Try to listen as much as you can without interrupting the other person or be in a hurry to reply. LISTEN Reflect: It’s either done by words and body or by asking questions. Summarize: restate what the otherSummarize Reflect person has said to confirm your understanding. “you can not truly listen to anyone and do anything else at the same time” Role Play
Active Listening Learn to listen Great Listening is what enables you to talk to people with their own terms. Make sure that you maintain eye contact throughout. Make it clear to those who want to talk to you that you have blocked off your time for their benefits. We can speak at a rate of over 100 words a minute, but we can listen at more than twice that speed. We Were given two ears and one mouth because listening is twice as hard as talking
Paradigm ShiftingIn Most cases your empathic listening will drive you into a total paradigm shifting Try and See!!! The Seven Habits of Highly Effective people Steven R. Covey
SpeakingBehaviors(To Be Understood) Perception Is Reality
Speaking Behaviors Organize Organize: Determine the other’s needs Decide what results you want Plan key points Speak Express: Give a back ground on the topic State and support the idea Address the other’s concernsCheck Express Check: Check their understanding
ActionListen Speak Linking the Rings Role Play – Chess Movie
Non Verbal Signals In person On the phone Tone of voice = 38% Tone of voice = 86% Body language = 55% Words = 14% words = 7%
A Question to AnswerWhat is the shortest word in the English language that contains the letters: ABCDEF FEEDBACK
The Sandwich Technique The Feedback process:1. Give balanced feedback starting with positives2. Give feedback at the appropriate time3. Share The Problem4. Criticize the performance not the performer.5. Give feedback on thing that can be changed6. Be specific7. Check to ensure understanding.
Barriers Of Communication Shyness Lack of Appearance (Hygiene Problem) Fear Lack of Sense of Humor Careless Lack of Self Confidence Over Reacting Body language Not using Speaking Behaviors Unexpressive Tone of Voice Inflexible Mind Lack of Charisma Insufficient General Knowledge
What is Customer Service? The activities that support orders, including application, advice, configuration, order processing, handling, post-sale communication and special services. The primary objective of customer service is to increase customer satisfaction, operational efficiency and customer loyalty. A series of activities designed to enhance the level Of Customer satisfaction before, during, and after a purchase.
Importance of customer service inbusiness life. Its the front image of any powerful organization and its also a function of an organization that interacts with customers, respond to inquiries or complaints. Can also describe the positive attitude of an organization towards its client base, and taking active steps (as opposed to always Reacting) to improve product or service delivery.
What is a Customer? The person (s) next in line who receives your output. Whether the customers are internal or external to your organization, they use this output as an input to their work process (es). Almost anyone you interact with is a customer.
External Customer.we are most familiar with external customers as an organization; we want to get new customers with whom we can do business and keep them
Keeping customers requires efforts ? You must listen to your customer You must speak to your customer You must continually provide an exceptional service to your customers
Internal CustomerInternal customers are people or parts of the organization to which we supply products and services. To be successful in our jobs we need our internal customers to be successful in theirs. For Example, we all want the payroll department to be successful! However, if the payroll department is continually attacked and not supported by the organization they will become de-motivated and less successful.
Internal CustomerIf we see people in the business context as "Customers", this will have a positive impact on how we behave and communicate. If we view people with whom we work as customers, and not subordinates or bosses, we will behave and communicate with them differently.
What is A "CUSTOMER" for us? The one who pays us our salaries. To deliver our services to him in a way that exceeds his expectations, In order to reach his full satisfaction and delight.
Classify and categorize your customers. The most important way to provide an excellent service is to classify your customer, in order to deliver your services to him in the way that he likes. (New customer, Occasional customer, Regular customer, Super User). Also, you have to categorize your customer’s needs. (Time-service-price).
Understanding your customers business & culture Based on the previous point, to gain a wonderful communication and relationship with your customer, you need to study him by understanding his culture, his business needs and value So you can talk the same language, and reach the target point: (CUSTOMER SATISFACTION)
How to deal with a different type of Customers? First time Customer Expert Customer Hesitated Customer worried Customer Angry Customer Happy customer Occasional Customer Super User
GOLDEN RULE Instead of giving all your customers the same thing [s], how about redesigning your offering to suit specific groups of customers? This way, you win the loyalty of your customer and make more money.
How to gain the Customer Loyalty? The 1st rule for gaining the customer loyalty is to build a base of TRUST with him; Honesty is the most important point to deal with a customer. The 2nd rule is to meet the customer needs and expectations, and always put yourself in his situation (happiness and anger).
How to gain the Customer Loyalty? Feedback: keeping your customer aware of his business status, by providing him with the correct feedback, makes the customer feels relax, and using our services is an added value for his business. Try to remember his special events (if it’s possible), and send him a greeting card.
How to WOW a Customer? Be proud of your work. Love what you do. Learn everything about your business, so you can provide him an excellent service. Help your colleagues serve their customers.
How to WOW a Customer? Ask for help when you are stuck. Treat your customer just as you would like to be treated. Your customer can tell you how good your service is. ASK!
How to WOW a Customer? Learn about your customer’s business. Thank your customer whenever you have an opportunity Set up a system to capture and review customer comments
How to WOW a customer? Say “I apologize” when the customer complains. If you can save your customer some money, just do it Make every visit as a 1st time visit.
The meaning of Customer Satisfaction S AC TU IS ST FO AM CE TR I O N
Satisfied Customers Customers will spend up to 10% more for the same product with better service Customers who receive good service will tell an average of 5-8 other people 82% of customers who complain and are satisfied quickly remain loyal.
Dissatisfied Customers On average, twice as many people are told about poor service as they are about good service. It is five times more expensive to attract a new customer than to keep an existing one.
Commitments !!!!Is always the best way to reach Customer Satisfaction
* Make Commitments Work hard to manage the customer’s expectations. Assures customer that action will be taken within a specific time frame.
Meet Commitments A kept commitment BUILDS trust A missed commitments DESTROYS trust
Attention!!!The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it Michelangelo
SuggestionsQuestions Wish you all the best of luck,,, Rami Hassan