CUSTOMER & STAFF RELATIONS
 Customer relations are the relationships
  that a business has with its customers and
  the w...
2   Types of Customers
  EXTERNAL CUSTOMERS
  INTERNAL CUSTOMERS
 Public Relations Officer
 Shock Absorber

 Mediator

 Salesman

 Information Gatherer
Excellent Verbal
Communication Skills


                        Productive
Excellent Non-Verbal   Relationship
Communicati...
Body Language



              Volume Cues
Non-Verbal
 Behavior
              Appearance
             and Grooming


     ...
Body Language     Volume Cue



•   Eye contact
                  •   Pitch
•   Posture
                  •   Volume
•   F...
Non Verbal Communication with
Customers


     Appearance and        Miscellaneous Cues
       Grooming




 •   Hygiene (...
Appearance
    Positive
    Uniform Worn with Pride – Badge of
     Professionalism – Clean, Neat, Fresh-
     Looking a...
 Attentiveness

 Preparedness

 Loyalty

 Honesty

 Politeness
   Honesty
       Honesty instils trust


   Politeness
     Ready to Assist from opening doors,
      helping guests ...
   Dependability
     Accomplishing what’s promised
     Fulfil commitments and to work on time

   Composure
     Un...
   Sensitivity
       Needs of the Guests are paramount
       Avoid discriminatory remarks and uncalled-for
        co...
Positive                        Negative

•   Brief eye contact           •   Yawning
•   Eyes wide open              •   ...
• Plan your messages

Communicating • Greet customer warmly
Positively…     and sincerely
              • Be specific
    ...
•   Ask positively phrased question
                    (Instead, “Why do you feel that
                    way” ,
Communi...
Words and phrases
                that BUILD relationship:
                         Please
                       Thank yo...
Words and phrases that
                  DAMAGE relationship:
                   You don’t understand
                   Y...
MOMENT OF TRUTH
The precise instant a customer comes
into CONTACT WITH ANY ASPECT OF
YOUR BUSINESS and, on the basis of th...
CUSTOMER SERVICE PERSPECTIVE

          THE CUSTOMER
         SALES/SERVICE PEOPLE

           SUPPORT GROUPS

           ...
WHY CUSTOMERS QUIT
          Die 1%

          Move Away 3%

          Other Friendships 5%


          Competitive Reason...
ATTITUDE

 A mental
disposition
regarding a
  certain
  object,
 person or
 situation.
Service Recovery Strategy

 Express     Listen to       Uncover the
 respect     understand      expectations




        ...
   Hot – Tempered
   Argues with
    Everyone
   Looks for
    opportunities to
    fight
   Interrupts You
   Is lar...
   Don’t Argue
   Don’t Trade Insults
   Don’t Be Sarcastic
   Fix the Problem
   Apologize but don’t
    grovel
   ...
 Is a Show Off
 Needs to
  Feel
  Important
 Feels above
  the Rest
   Flatter Her
   She has reached
    the right
    decision
   Her Good Taste
   Stay Calm,
    polite , helpful
    ...
   Don’t be
    intimidated or
    bullied
   Treat her with
    respect even
    when....!
   Don’t put her
    down
...
   Loves to chat and
    share his life story
   Doesn’t get
    straight to the
    point
   Tells you more
    than y...
   Treat him
    sensitively
   Acknowledge
    what he says
   Interrupt
    politely
   Watch your body
    language
 Is a Show Off
 Needs to
  Feel
  Important
 Feels above
  the rest
   Take a deep
    breath
   Remember
    PERFECT
   Don’t be
    submissive
   Don’t Rush Her
   Don’t be bullied
   Don’t
    overcompensate
   Set out all the
    options, benefits
    and drawbacks
   Let the ...
   I’m sorry
   For you
   What can I do for you?
   Let me fix this for you
   How can I help you?
   What can I he...
   I don’t know
   We don’t have it.
   We can’t do that.
   I just work here.
   This isn’tmy section.
   Don’t bla...
   Say what you can do…not what
    you can’t do!
   Say “I’ll do my best…” or “Let me
    see what I can do…”
   Offer...
 Is part of our business – not an outsider.
 A customer is not just money in the cash
  register. They are human beings ...
 Is the most important person in any
  business
 Is not dependent on us. We are
  dependent on them
 Is not an interrup...
There is
 nothing as
 nice as a
 cheerful
 word of
 greeting.
It takes 72
  muscles
 to frown,
 only 14 to
    smile.
The sweetest
    music to
 anyone's ears
is the sound of
 his own name.
If you want
friends,
you must
be one.
Speak and
act as if
Everything
you do is a
joy to you.
You can like almost
everybody if you try.
And Cautious
with Criticism...
There are
  usually three
  sides to a
  controversy:
  Yours,
the other
  fellow's and
 the right side.
Often it is
 appreciated
 more than
 you know.
a good
 sense
    of
humor,
a huge
 dose of
 patience
and a dash of humility.
This combination will open
       many doors and the
 rewards will be enormous.
Email: vannj@msn.com
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
Customer And Staff Relations
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Customer And Staff Relations

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Customer Relations & Handling Complaints

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  • this is brilliant, how can i get a powerpoint or keynote version of it or even just the images?
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  • Very informative presentation. Could you please email this presentation to tamarayjst@gmail.com. Thank you for sharing...
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  • good morning..it was a very good presentation..can you please send me this presentation on myla_carrasco@yahoo.com..it will be a great help for my students..thank you
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  • Could you warmly email to: ceo_dave [at] yahoo.com
    Expect my response mail once I sees it.
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  • Awesome aspects with customer service to benefit the service industry. Could you please send me a soft copy to blade.spg@gmail.com
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Customer And Staff Relations

  1. 1. CUSTOMER & STAFF RELATIONS  Customer relations are the relationships that a business has with its customers and the way in which it treats them.  Good customer & staff relations require courtesy, professionalism and effective response.
  2. 2. 2 Types of Customers  EXTERNAL CUSTOMERS  INTERNAL CUSTOMERS
  3. 3.  Public Relations Officer  Shock Absorber  Mediator  Salesman  Information Gatherer
  4. 4. Excellent Verbal Communication Skills Productive Excellent Non-Verbal Relationship Communication Skills with Customers Excellent Listening Skills
  5. 5. Body Language Volume Cues Non-Verbal Behavior Appearance and Grooming Miscellaneous Cues
  6. 6. Body Language Volume Cue • Eye contact • Pitch • Posture • Volume • Facial expression • Rate of speech • Gestures • Voice quality • Articulation • Pauses • Silence
  7. 7. Non Verbal Communication with Customers Appearance and Miscellaneous Cues Grooming • Hygiene (regular • Personal habits washing and • Proper combing of hair, use of mouthwash etiquette and and deodorant) manners • Clothing and accessories
  8. 8. Appearance  Positive  Uniform Worn with Pride – Badge of Professionalism – Clean, Neat, Fresh- Looking at All Times  Good Grooming – hair neatly cut and combed, Nails are clean and trimmed, no nail polish  Teeth are clean, brushed and flossed  Clothing Fits Properly  Shoes are shined and in good condition
  9. 9.  Attentiveness  Preparedness  Loyalty  Honesty  Politeness
  10. 10.  Honesty  Honesty instils trust  Politeness  Ready to Assist from opening doors, helping guests with chairs, packages, helpful attitude  Polite words and deeds and considerate actions
  11. 11.  Dependability  Accomplishing what’s promised  Fulfil commitments and to work on time  Composure  Unobtrusive service  The Front-of-the-House is not a place for chatting.  Speak only about business, the job at hand
  12. 12.  Sensitivity  Needs of the Guests are paramount  Avoid discriminatory remarks and uncalled-for comments  Tact  The innate ability to say or do the right thing at the right time without giving offense to others.  We are all diplomats in our own right and little ways
  13. 13. Positive Negative • Brief eye contact • Yawning • Eyes wide open • Frowning or sneering • Smiling • Attending to matters other than the customer • Nodding affirmatively • Leaning away from customers as • Expressive body gestures he/she speaks • Open body stance • Subdued or Minimal hand • Listening actively gestures • Remaining silent as • Staring blankly or coolly at customer speaks customers • Interrupting • Gesturing with open hand • Pointing finger or object at • Clean, organize work area customer • Disorganized, cluttered work space
  14. 14. • Plan your messages Communicating • Greet customer warmly Positively… and sincerely • Be specific • Use “small talk” • Use simple language • Paraphrase
  15. 15. • Ask positively phrased question (Instead, “Why do you feel that way” , Communicating Use: What makes you feel that Positively… way? Instead, Why do you want that color, use : What other colors have you considered?) • Communicate to your customer’s style • Agree with customers • Solicit customer feedback and participation
  16. 16. Words and phrases that BUILD relationship: Please Thank you I can or will Communicating How may I help? Positively….. I understand how you feel You’re right May I Would you mind….. I apologize for….
  17. 17. Words and phrases that DAMAGE relationship: You don’t understand You don’s see my point Avoiding Hold on a second Negative Our policy says (or prohibits) Communication That’s not my responsibility What you need to do is….. Why don’t you The word “problem” The word “but” The word “no”
  18. 18. MOMENT OF TRUTH The precise instant a customer comes into CONTACT WITH ANY ASPECT OF YOUR BUSINESS and, on the basis of that contact, FORMS AN OPINION ABOUT THE QUALITY OF YOUR SERVICE and potentially, THE QUALITY OF YOUR PRODUCT.
  19. 19. CUSTOMER SERVICE PERSPECTIVE THE CUSTOMER SALES/SERVICE PEOPLE SUPPORT GROUPS SUPERVISORS MIDDLE MANAGEMENT TOP MANAGEMENT
  20. 20. WHY CUSTOMERS QUIT Die 1% Move Away 3% Other Friendships 5% Competitive Reasons 9% Product Dissatisfaction 14% Attitude of Indifference toward the customer by some employee/s 68%
  21. 21. ATTITUDE A mental disposition regarding a certain object, person or situation.
  22. 22. Service Recovery Strategy Express Listen to Uncover the respect understand expectations Outline the Take action Double check solutions and follow for satisfaction through
  23. 23.  Hot – Tempered  Argues with Everyone  Looks for opportunities to fight  Interrupts You  Is largely inconvenienced by small things
  24. 24.  Don’t Argue  Don’t Trade Insults  Don’t Be Sarcastic  Fix the Problem  Apologize but don’t grovel  Don’t Blame your Organization  Agree to a Solution (and DO IT)
  25. 25.  Is a Show Off  Needs to Feel Important  Feels above the Rest
  26. 26.  Flatter Her  She has reached the right decision  Her Good Taste  Stay Calm, polite , helpful and friendly
  27. 27.  Don’t be intimidated or bullied  Treat her with respect even when....!  Don’t put her down  Agree to a course of action and stick to it
  28. 28.  Loves to chat and share his life story  Doesn’t get straight to the point  Tells you more than you need to know  Is difficult to get to focus
  29. 29.  Treat him sensitively  Acknowledge what he says  Interrupt politely  Watch your body language
  30. 30.  Is a Show Off  Needs to Feel Important  Feels above the rest
  31. 31.  Take a deep breath  Remember PERFECT  Don’t be submissive  Don’t Rush Her
  32. 32.  Don’t be bullied  Don’t overcompensate  Set out all the options, benefits and drawbacks  Let the Customer Decide
  33. 33.  I’m sorry  For you  What can I do for you?  Let me fix this for you  How can I help you?  What can I help you with?  Let me find out.  Let me take care of that for you.  Let me get some help for you.  Let me show you what we have.
  34. 34.  I don’t know  We don’t have it.  We can’t do that.  I just work here.  This isn’tmy section.  Don’t blame me.  My last customer was…  My boss is on my case.  I can’t wait to get out of here.  I haven’t had lunch yet.
  35. 35.  Say what you can do…not what you can’t do!  Say “I’ll do my best…” or “Let me see what I can do…”  Offer options
  36. 36.  Is part of our business – not an outsider.  A customer is not just money in the cash register. They are human beings with feelings and deserves to be treated with respect.  Is a person who comes to us with their needs and wants. It is our job to fill them.  Deserves the most courteous attention we can give them. They are the lifeblood of this and every business.
  37. 37.  Is the most important person in any business  Is not dependent on us. We are dependent on them  Is not an interruption of our work, but the purpose of it  Does us a favor when they come in. We aren’t doing them a favor by waiting on them
  38. 38. There is nothing as nice as a cheerful word of greeting.
  39. 39. It takes 72 muscles to frown, only 14 to smile.
  40. 40. The sweetest music to anyone's ears is the sound of his own name.
  41. 41. If you want friends, you must be one.
  42. 42. Speak and act as if Everything you do is a joy to you.
  43. 43. You can like almost everybody if you try.
  44. 44. And Cautious with Criticism...
  45. 45. There are usually three sides to a controversy: Yours, the other fellow's and the right side.
  46. 46. Often it is appreciated more than you know.
  47. 47. a good sense of humor,
  48. 48. a huge dose of patience
  49. 49. and a dash of humility.
  50. 50. This combination will open many doors and the rewards will be enormous.
  51. 51. Email: vannj@msn.com

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