2. This course is designed to assist you better appreciate your customers and what they
mean to your business.
•
•
•
•
•
3. • Better understanding the business
• Grow in confidence in your ability to deal with different types of customers
• Utilize personal strengths to meet sales targets
• Promote Simbisa values of Exceptional Customer Service
8. 1.Customers want a product with no
defect
2.Efficient (fast but not hurried)
service
3.Friendly cashiers
9. •
•
•
•
If a customer enters the store and you are stocking the fridge or folding
napkins leave those immediately and focus on the main reason you are here.
“The Customer”
Chatting with your coworkers while the customer is in front
of you is a No! No!
14. • The final part of customer service is saying good – bye, you
have provided a great welcome, and provided them with
exactly what they wanted.
• It’s very important to always say, “thank you for coming and
have a great day”
• A sincere good-bye will make your customers feel
appreciated. Whatever mistrust they may have had will be
replaced by trust.
18. Good Customer Service means:
Providing quality product and service
Satisfying the needs and wants of the
customer.
Resulting in a repeat customer.
Good Customer Service Results in:
Continued success, Increased profits
Higher job satisfaction
Improved company morale
Better teamwork
Market expansion of service and
products
19.
20. Customer Service
Then Now
Less informed Highly informed
Less choices More choices
Preference less dynamic Ever-changing preference
Satisfied with low prices, mass
produced product and services
Demands customized solution
Selection of a product mainly based
on price
Selection of a product based on
convenience and convergence
21. 1.Commit to quality service.
-create a positive experience for the customer.
- go above and beyond customer expectations.
2.Know your products.
- helps win a customer’s trust and confidence.
3.Know your customers.
- tailor service approach to their needs and
buying habits.
- get to the root of customer dissatisfaction by
talking to people and understanding complaints
22. 4.Treat people with courtesy.
- every contact with a customer leaves an impression.
- use phrases like “sorry to keep you waiting” , “thanks for your
order”, “you’re welcome” and “ it’s been a pleasure helping you”.
5.Never argue with a customer.
- be solution focused than problem focused.
6.Don’t leave customers hanging.
- all communications with a customer needs to be handled with a
sense of urgency.
23. 7.Always provide what you promised.
- failure to do this is a sure way to lose credibility with your customer.
- if you can’t make good on your promise, apologize and offer some type of compensation.
- focus on the quality rather than the volume of sales.
- research show that it costs 6 times more to attract new customer than it does to keep an
existing one.
9.Assume that customers are telling the truth.
- majority of customers don’t like to complain; in fact, they’ll go out of their way to avoid it.
10.Make it easy to buy.
- make the process simple and user-friendly.
24. The transition from ordinary to extraordinary
performance happens through a “culture of
commitment”, where frontline people reflect to
the outside the intense pride and ownership
they are experiencing on the inside.
Always put your best face forward!
25. Baby Step #1: First Impressions Matter
Baby Step #2: Courtesy Counts
Baby Step #3: Attitude is Everything
Baby Step #4: Doing the Right Thing: The
Ethical Issues
26. First impressions are mental snapshots you take when you first encounter a person or
situation. It includes a person’s looks and actions, including general grooming and
cleanliness, clothing, voice tone, attitude, body language and posture.
Steps in Making A Good Impression:
1. People see you first, hear you second.
2. Wear appropriate clothing for the work you do.
3. Make sure you are groomed.
4. Maintain a relaxed and open demeanor.
27. Steps in Making A Good Impression:
1. People see you first, hear you second.
According to research by Professor Albert
Mehribian at the University of California in Los
Angeles, upon meeting someone for the first
time we form an opinion of them within the first
30 seconds and the majority of that opinion is
shaped by appearance.
Dress how you want to be addressed.
28. 2. Wear appropriate
clothing for the work you
do.
• Your professionalism
• Your level of sophistication
• Your intelligence
• Your credibility
Your uniform talks a lot about your organisation.
A clean neat and well ironed uniform should be worn
at all times.
30. Always use deodorant and a strong
antiperspirant.
There is a difference between these
two.
Antiperspirant keeps you from
sweating while deodorant cuts down
on what makes you stink when you do
sweat.
SCENT
ALWAYS keep your under
arms clean and shaved.
31. A neat and clean uniform at
all times.
Hair neatly tied up.
No bad breath.
Well manicured hands.
Use antiperspirant and
deodorant always.
LET’S REMEMBER !
32. 4. MAINTAIN A RELAXED AND OPEN DEMEANOR.
Maintain a positive and confident posture always
• Shoulders
back
• Head up
• Smile
• Full of
energy
• Ready to
perform
• I am great!
• Yes l can!
MY JOB IS
GREAT!
Shoulders
drooping
Head down
Frown
Low energy
Not ready
I’m no good!
No l can’t!
MY JOB IS
ROTTEN!
33. Which one is
GENUINE?
Which one is
NOT?
People don’t smile enough these days,
so we’re bringing it back.
When dealing with any situation or
scenario where you’re uncomfortable,
it’s easy to get caught up in your head,
which means you probably have a
stupidly sad look on your face.
To avoid that, just smile! Not a fake
smile, not a creepy smile, but a genuine
smile.
SMILE
34. 1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND
- looking good at work and your appearance should fit
the work you do.
2. WEAR APPROPRIATE CLOTHING FOR THE
WORK YOU DO.
- wear the type of clothing that fits the personality of
our business.
- always lean towards dressing conservatively if you
are unsure of what is suitable to your job.
35. 3. MAKE SURE YOU ARE GROOMED
- this means your hair and fingernails are clean and groomed;
your face, body, and teeth are clean; your uniform is clean and
well-pressed; your shoes polished, your hair is properly styled;
and your over-all image is professional. Put all that together and
you present a groomed look.
4. MAINTAIN A RELAXED AND OPEN DEMEANOR
- Hold your head high, and keep your facial expressions friendly.
Make eye contact when talking to someone. Smile as often as
appropriate; smile often. A smile goes a long way, both personally
and interpersonally. When you smile, you feel better. When you
smile, you make others feel better.
36. Unlike children, as adults, you are not going to receive constant praise for being
courteous, but people will appreciate your behavior. When your act courteously,
you send a positive vibe and it becomes a natural part of your vocabulary and
personality.
1.Say “Please”, “Thank you” and “ You’re Welcome”.
2.Say “Excuse Me” and “I’m Sorry”.
3.Use “Sir” and Ma’am”.
4.Use a person’s name when you know it.
5.Use “Yes” rather than “Yeah”.
6.Say it with a smile.
37. 2. SAY “EXCUSE ME” AND “I’M SORRY”
- say “excuse me” when you do not
understand someone, when someone was
in your way, or when you inadvertently did
something wrong;
- say “I’m sorry” when you did something
wrong or made a mistake.
38. 4. USE A PERSON’S NAME WHEN
YOU KNOW IT
-everyone enjoys hearing his/her
name, so if you know your
customer’s name use it. Also be sure
to wear your name badge so that the
customer knows your name. Always
try to practice name re-calling.
3. USE “SIR” OR “MA’AM”
- even if these words are signs of
respect, be careful how you
accentuate these words.
- wrong emphasis can make you
sound sarcastic, however, right
emphasis can make you sound
respectful.
39. 5.USE “YES” RATHER THAN “YEAH”
-use “Yes” instead of “yeah” to sound professional, intellectual and respectful.
6.SAY IT WITH A SMILE
- In today’s fast-paced world, smiling when you speak does come across loud
and clear. Whether you are speaking face-to-face or by telephone, our
customer will see or hear the smile in your voice.
40. Attitude is everything. Good or bad. Whether yours is good or bad,
your attitude is what people are going to remember about you. When
you interact with customers, you may not get a second chance. Even if
you are not a naturally positive person you can learn to have a more
positive attitude. It begins by learning to APPRECIATE.
Steps in developing positive attitude:
1.Appreciate the good in yourself and in others.
2.Believe in yourself.
3.Believe you can make a difference.
4.Keep an open-mind ; do not stereotype people.
41. 1. APPRECIATE THE GOOD IN YOURSELF AND IN OTHERS
Appreciation can be learned by changing your self-talk (the words you use when you
think) to think positive thoughts. For example, change “I’ll never do this right” to “next
time I’ll do this better”. This also goes for thoughts about your customers (e.g., “Look
at this old lady. She doesn’t look like she has a clue about our products. This is going
to be a tough one to handle”. Change this mindset to “ I’ll do what I can to help this
customer. She mentioned she doesn’t know a whole lot about our products, so I’ll do
my best to explain them all”.).
42. 2. BELIEVE IN YOURSELF
When you stop your negative self-talk, you will start to believe in yourself. Saying
things such as,” I’ll never do this right”, only sets you up for failure. Changing your
self-talk to “next time I’ll do it differently” sets you up for success. When you begin
to believe in yourself, you will begin to feel more confident. When you feel more
confident, you will begin projecting a powerful image to others. To your customers,
you will project an image of someone who believes in yourself, your company, and
your products.
43. 3.BELIEVE YOU CAN MAKE A DIFFERENCE
When you believe in yourself and gain confidence, you will naturally progress
to believing that you can make a difference in the lives of others. When you
believe you can make a difference, you will find ways to make it happen. At
work, look for ways to make a difference by being helpful, interested, and
caring toward your customers.
44. 4. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE
When the associate thought about the older woman who did not know what she
wanted and was going to be tough to handle, he was accepting a negative
stereotype about older people before he talked to her. That older woman might be
smarter and sharper than he is. Stereotypes can skew first impressions. Do you
want people to stereotype you? When you change your thought process and stop
stereotyping others, you will change the way you present yourself.
45. Being ethical means being honest, doing the right thing, and
being accountable for your actions.
Steps to develop ethical ways of doing things:
1.Always be honest.
2.Do the right thing.
3.Do what you say when you say you will.
4.Be accountable for your actions.
46. 1. ALWAYS BE HONEST
Being honest at all times will make your life far less complicated.
When you are truthful, you do not have to remember what you
said to whom. Being truthful is important to your customer. If you
become dishonest, the truth always has a way of coming out.
When people find out you have not been completely honest, they
will no longer trust you.
47. 2. DO THE RIGHT THING
When you make the decision to always do the right thing for others, you will go out
of your way to do the best. At work when you are faced with a dilemma, base your
decision on doing what is right and ethical. Being ethical includes treating all your
customers fairly and equally.
48. 3.DO WHAT YOU SAY WHEN YOU SAY YOU WILL
Become a person others can rely on. When you give a customer
your word, mean it. Let your word be your bond. Erase the words
“I can’t” and “no” from your vocabulary. If you cannot do what
the customer asks, explain instead what you can do. It is all right
to say “I don’t know.” Follow up with “I’ll find out for you.
49. 4. BE ACCOUNTABLE FOR YOUR ACTIONS
When you take responsibility and own up to your mistakes, people will respect you.
No one expects you to make the right decision 100% of the time. We are all human
and are all going to make mistakes. What sets ethical people apart is that they hold
themselves accountable for their mistakes. This may not be easy at first, but it is
the right thing to do. People will appreciate that you are able to admit you did
something wrong. You will also have an added benefit: You will respect yourself
more when you take responsibility for your actions.
