Your SlideShare is downloading. ×
Customer Relations: How To Create A "Win-Win" Environment For Your Business, Office, or Organization
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Customer Relations: How To Create A "Win-Win" Environment For Your Business, Office, or Organization

89
views

Published on

Does your business, office, or organization look unorganized and lacks customer enjoyment. The presentation trains your staff on what to concentrate on when building a customer friendly environment.

Does your business, office, or organization look unorganized and lacks customer enjoyment. The presentation trains your staff on what to concentrate on when building a customer friendly environment.

Published in: Education, Business, Technology

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
89
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Clifford L. Marshall Communications A Communications Company……. 616 Carlyle Place Union, NJ 07083 Phone 646 678-1709 Clifford@CliffordLMarshall.com www.CliffordLMarshall.com/custrel.html
  • 2. Leadership It All Starts At The Top
  • 3. It All Starts At The Top -Leadership The Leadership style of the head of an usually Office/Business be figured out can by assessing the behavior of the staff
  • 4. It All Starts At The Top -Leadership Effective Leaders share 4 Basic Traits: 1. Provide direction and meaning 2. Generate and sustain trust 3. Creates a sense of urgency and a willingness to risk failure to achieve results 4. Are purveyors of hope
  • 5. It All Starts At The Top -Leadership Perception of the Office Through the eyes of the leader customers get a sense of how they should perceive the office or business
  • 6. It All Starts At The Top -Leadership Vision/Mission Statement Every office should have a Vision/Mission statement which basically tells what the office wants to accomplish (vision) and what will happen when it is accomplished (mission)
  • 7. It All Starts At The Top -Leadership Creating Systems Leaders understand that a great system can take ordinary people and get Extra-ordinary results. It’s important to assess the system to insure that barriers are not hindering the success of the team.
  • 8. Understanding About The Customer and Their Expectations
  • 9. Understanding About The Customer and Their Expectations Overview of Customer Relations – Why is it Necessary? – Who should provide it? – What should be provided? Profile of a Customer – What is the Make-up ? – What are their Expectations?
  • 10. Understanding About The Customer and Their Expectations Role of the Service Provider – Who are the service providers? – What are their expectations? – Why do they exist?
  • 11. Understanding About The Customer and Their Expectations Students are forever connected – You Know them; They Know You – They refer friends, family and acquaintances – They prefer to be serviced by you
  • 12. Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
  • 13. Psychology of Appearance–Environment Must Have a Welcoming Atmosphere Appearance of Office/Business – What is Meant by Appearance? – Why is it important? – Can Appearance cause a negative atmosphere?
  • 14. Psychology of Appearance–Environment Must Have a Welcoming Atmosphere Elements needed to Create a Great Atmosphere – Good Looking Furniture – Nice paint job – Floor/Carpet cleaned – Bulletin board kept neat – Desk neat if in view of customers
  • 15. Psychology of Appearance–Environment Must Have a Welcoming Atmosphere Image Management – What is Image Management? – Does staff Project the correct Image? – What’s A Professional Image?
  • 16. Communication
  • 17. Communication – What is Communication? – Why is it Important?
  • 18. Communication Two Forms of Communication – Verbal Equals Less Than 50% of Communication Three Ways of Receiving Information 1. Visionary 2. Sensorial 3. Auditory
  • 19. Communication Two Forms of Communication – Non-Verbal Equals More Than 50% of Communication Three Body Language Movements 1. Smile 2. Eye Contact 3. Nod
  • 20. Communication Recognizing Personality Types – 4 Basic Personalities Shark Urchin Dolphin Whale
  • 21. Communication Face to Face – 8 Qualities Needed 1. Good Listener 2. Smile 3. Neat Appearance 4. Strong Presence 5. Multi-task Ability 6. Well Organized 7. Leadership Ability 8. Good Follower
  • 22. Communication Building Rapport – Art of Building Trust 1. Tone of Voice 2. Words Used 3. Body Language
  • 23. Communication Telephone and Email 1. Pick Up Phone ASAP 2. Greet Caller and identify the Office and yourself 3. Listen Carefully 4. Take a detailed message 5. Thank caller for holding 6. Be courteous and transfer the call 7. When emailing write in as much detail as possible
  • 24. Communication Amateurs Say ……., Experts Say…….. 1. I don’t know…, I will find out… 2. No…, What I can do is… 3. That’s not my job…, Ms/Mr can help you… 4. It’s not my fault… ,Let me see what I can do……
  • 25. Communication Amateurs Say ……., Experts Say…….. 5. Please speak to my manager…, I can help you with… 6. You want it by tomorrow…, I will do my best… 7. I’m busy right now…, I will help you in…… 8. Call me back…, I will call you back…
  • 26. Tearing Down Walls Identifying Barriers for Success – Why are they in Place? – What Can be done to Eliminate Them? – How Can We Provide Good Service with Them in Place? – Asking Open-Ended Questions to Identify Customers needs/wants
  • 27. Dealing With Angry Customers The Customer is not always Right, but the Customer is the Customer!!! Staff must stay under control •Be Proactive •Don’t take anything Personal
  • 28. Dealing With Angry Customers The Customer is not always Right, but the Customer is the Customer!!! Customers will get under control with the help of staff • Let anger subside before assisting •Acknowledge customers feelings, Don’t try to fix feelings •Always pause before responding
  • 29. Dealing With Angry Customers 3 steps in moving from problem to solution 1. Get as much information as possible; Stick to the facts 2. Stay with the Customer 3. Get the customer involved with the solution
  • 30. Dealing With Angry Customers Rebuilding Trust • Solve the Problem ASAP • Keep the Customer in the loop • Make Atonement for any inconvenience
  • 31. Secret of Success