4. Workshop outcomes
• Understand the importance of attitude in
delivering excellent customer service.
• Be aware of the contribution that words and non-
verbal messages have on customer service.
• Have a better understanding of your
customers’ needs and how to satisfy
them.
• Be able to apply your learning to communicate
more productively with your customers.
6. Who are your competitors
Their
service
Their
market
7. Who are your customers
age
Profile
phoneonline
Social media
gender
In-person
8. Customers are your best marketers'
How can customers market for you?
Word by
mouth
Social
media
Buying &
using your
brand
Carrier
bags
9. Satisfied customers
• Start with your Average transaction value, for example £10
• It is suggested that a satisfied customer will return up to four times each
year!
• They all tell 10 of their friends who also shop and return 4 times a year
with the same transaction value
• These in turn tell 10 of their friends!
• How many extra customers do you have per year?
• How much more revenue can they generate for your store each
year?
16. • Cleanliness – tidy, clean, no rubbish, bright,
welcoming
• Safety / security – no obstructions, no trip hazards
• Up to date – posters, adverts, leaflets,
information, product
• Interesting – topical, novel, trendy,
inoffensive behaviours, attitude
We will go into more detail about personal first impressions later on in the
workshop.
22. When we say music, we refer to the way
how we say it, this includes:
• The tone of your voice
• The volume of your voice
• How fast you speak
• The rhythm of your voice
• Which words you emphasise
I didn't steal your purse I didn’t steal your purse
I didn’t steal your purse I didn’t steal your purse
I didn’t steal your purse
24. The dance – think about the effects that
the following may have when we are
talking with customers
• Making gestures with our hands or arms
• Pacing while we walk
• Smiling
• Raising eyebrows
• General body language open / closed
28. Listening skills
In pairs tell your partner about something that
happened to you in the last week.
The partner must not listen!
Give feedback on how much you heard!
29. Listening skills
Now reverse the roles!
The partner has to demonstrate they are listening to
you!
Give feedback on how much you heard and how it
made you feel to be listened to
33. Workshop outcomes
We said at the end of this workshop you will:
• Have a better understanding of your customers’ needs and how to satisfy
them.
•
• Understand the importance of attitude in delivering excellent customer service.
•
• Be aware of the contribution that words and non-verbal messages have on
customer conversations.
•
• Be able to apply your learning to communicate more productively with your
customers.
