Recommended
More Related Content
What's hot
What's hot (19)
Viewers also liked
Viewers also liked (14)
Similar to Work presentation jhabua barnaul 1988
Similar to Work presentation jhabua barnaul 1988 (20)
Recently uploaded
Recently uploaded (20)
Work presentation jhabua barnaul 1988
- 3. First Impression You never get a second chance to make a first impression! How many of you agree to this statement?
- 4. Tips to create a Positive Impression • Be presentable • Respect customer’s time / don’t be late for appointments • Behave appropriately with customer and other family members
- 6. • “Namashkar”Greet the customer • I am <your name> from Samsung.Introduce self • “I am from Samsung and I am here to solve the issue that you are facing with your Samsung broadband connection” Explain the purpose of visit
- 7. Some More Ways to Greet the Customer • Good morning/afternoon/evening, I am <your name> from Samsung. I am here to give you demo of the newly bought washing machine. • Hello sir/ma’am. My name is <your name> and he is my colleague <name>. We are from Samsung and have come for installation of Samsung LED TV. • Good morning/afternoon/evening sir, I want to meet Mr. <name of customer>. I am from Samsung and have come here to repair your Samsung refrigerator.
- 8. Points to Remember Tips to Greet a Customer Smile Eye Contact Voice Look Alert Hands in the Open Grooming Posture Name Tag
- 9. If the Customer is on Call There are situations when a customer is not available at the house and some other person (either relative or attendant ) is present. In such a situation, at times customer comes over the phone and the fault repair engineer needs to speak to him/her regarding repair work.
- 10. If the Customer is on Call • Seek permission from the attendant/relative to call the customer • Greet the customer, for example hello, good morning. Good manners shows that you respect the customer • Give your name. This is a courtesy that serves to personalise the customer service experience • Tell the customer that you have come to repair the broadband connection at his/her house. Politely seek permission from him and explain the tasks that you would be performing at his/her house • Give assurance to the customer • The greeting is the key, it sets the tone and style of the whole interaction
- 11. Role Play
- 12. • Clean the customer’s premises and use the dustbin for throwing the trash or carry it with you outside the house and throw it in a community trash bin. Clean Up When Done
- 14. • Ensure the you call the customer 30-45 minutes in advance of your arrival. • Go prepared, check the address before you enter the customer’s premises. Be at Your Best Behaviour
- 15. • Dress up professionally and follow grooming norms.
- 16. • Carry newspapers in your toolkit instead of asking the customer. • Spread the newspaper on the floor before you start working.
- 17. • Keep the toolkit and other things on a newspaper instead of directly keeping it on the floor.
- 18. • Carry a water bottle in your toolkit instead of asking the customer for water.
- 19. • Be polite, friendly and well behaved with the customers • Greet the customer during a visit • Respect their comfort zone • Check your toolkit before reaching the customer’s premises • Ring the bell once or twice. Do not ring continuously • Mind your tone and body language Be at Your Best Behaviour
- 20. • Be extra careful if there are women and elderly people in the house • Carry newspapers in your toolkit instead of asking the customer • Spread the newspaper on the floor before you start working • Keep the toolkit and other things on a newspaper instead of directly keeping it on the floor • Carry a water bottle in your toolkit instead of asking the customer for water • Do not carry the helmet inside the customer’s premises, instead lock your helmet to your bike Be at Your Best Behaviour
- 21. Be at Your Best Behaviour • Keep your mobile phone, keys, wallet in your pocket. Do not keep them on the customer’s table etc. • Keep your phone on silent/vibration mode and avoid answering in front of the customer • If necessary, take permission from the customer and go in seclusion (outside the customer’s premises) to talk • If the customer insists on serving tea, coffee, refuse politely, however, if he/she is insistent (offers the tea at least thrice) then smile say thanks and have it – don’t be rude and say “no”. If you need to say no, then, smile and say, “no thank you sir/ma’am!”
- 22. • Leave your footwear outside • Do not chew tobacco inside customer premises • Do not smoke • Do not look here and there and stare at family members while working inside the customer premises • Let the customer escort you • Apologise without delay, in case of any mistake at your end • After completion of work, always politely thank the customer • Greet the customer while leaving by saying, ‘Have a great day’ Be at Your Best Behaviour
- 23. Be presentable The way we dress affects the way we think, the way we feel, the way we act and the way others react to us.
- 24. Do you think, the executive is properly groomed for office? Be presentable
- 25. What is grooming? Grooming is the basic cleanliness and overall neatness of the body. Be presentable
- 26. • Clean shave • Neatly-trimmed moustaches • Short haircut and properly combed • Trimmed and clean nails • No body odour • No paan-stained teeth • Formal dress • Polished shoes • Neat socks • Light coloured shirt with a dark coloured trouser • Well ironed and wrinkle-free clothes • Shirt tucked in • Dark-coloured formal shoes, preferably black or brown • Shoes should be polished and not worn-off at the edges • Formal belts with a sleek buckle Be presentable
- 27. • Good grooming increases self confidence • A pleasant and a cheerful FE creates a favourable atmosphere for a long term relationship with the customer • Good grooming helps in winning customers’ respect Be presentable
- 28. Be on time • Reach on time as per appointment • In case of any delay due to unexpected reasons, keep customer informed and reschedule appointment if required • Be flexible as per customer’s need. In case, customer wants an appointment which is beyond TAT, respect that ask
- 29. Behavior with customer and family members Whenever you visit a customer, there are chances that the customer might not be present at home. In all situations, you must talk to the available person nicely. Ladies Elderly Children Maids / Security Guards Customer
- 30. Behavior with customer and family members • Ring the bell once or twice. Do not ring continuously • Greet the customer / available person during a visit • Be polite, respectful and well behaved with the customers / available person • Show your ID card and introduce yourself • Take permission before entering. • Leave your footwear outside • Do not carry the helmet inside the premises, instead lock your helmet to your bike • Do not chew tobacco / smoke during visit / inside customer’s premises
- 31. Behavior with customer and family members cont… • Keep your mobile phone, keys, wallet in your pocket or seek permission from customer before putting on table • Keep your phone on silent mode and avoid answering in front of the customer. • If the customer insists on serving tea, coffee, refuse politely. • Apologise without delay, in case of any mistake at your end • In case of lot of questions, ensure that you keep calm and answer all queries. • Repeat the instructions for better and complete understanding. • Ensure to give all the necessary details for future e.g. call center details etc. • Always wear a smile while interacting.
- 32. Behavior with customer and family members cont… • If family members are unable to give the information, call the customer and suggest to reschedule the visit when they are home. • Ensure you call the customer from your own phone . • When speaking with the customer on phone and referring to maid / servant / care taker / security guard then address them by their “Name” instead “maid / security guard”. • After completion of work, always politely thank the customer / available person for their time • Greet the customer / available person while leaving by saying, ‘Have a great day’
- 34. Call Flow Opening and Greeting Confirm if good time to talk Stating the Purpose Listening Confirming the Appointment Closing
- 35. List of Things to Cover on Call 1. Greet appropriately 2. Introduce yourself and the organisation 3. Ask if it is good time to talk 4. State the purpose of your call 5. Check the customer’s availability 6. Fix an appointment 7. Confirm the address, landmark and time of visit 8. Appropriately close the call: Greet the customer and thank him/her for their time • Do not call from noisy area • Be polite and sound warm • Speak clearly and confidently • Avoid multitasking on the call • Be helpful
- 36. Role Play
- 37. Role Play
- 38. Summary At the end of this session, you are now able to: • Discuss the ways to create a positive first impression • Discuss the grooming essentials for men • Discuss how to behave with customers • Discuss telephone etiquettes while taking appointment
- 44. Good morning sir! I am Rahul from Samsung Good morning sir! I am Rahul from Samsung and I am here to solve the issue that you are facing with your Samsung LED TV
Editor's Notes
- Probing helps you understand the actual requirements of the customer. Productive probing skills are based on your ability to ask the right questions at the right time. Man, with a doofy exercise like this, I think I would start with some version of "Does your dog bite?" "No." * pets dog, dog bites him* "I thought you said your dog didn't bite!" "It doesn't. That is not my dog."
- The main motive of probing is to: Find more details Need clarification Prevent misunderstanding Whenever you visit a customer’s premises, you must ask accurate probing questions. Activity: Pin the Tail on the Donkey Instructions: Ask any two participants to volunteer for this activity. Put the image of the donkey on a flipchart. (Printout to be taken from the image shared in the folder) Blindfold one player. Spin the blindfolded player in circles for a few seconds until they get a bit dizzy and lose their sense of direction. Ask the blindfolded player to try and pin the donkey’s tail at the correct place, trying to remember where the donkey was hanging. When he/she place the tail, remove their blindfold. Now, ask another participant to give the instructions to the first one and guide him/her properly to place the tail at the correct place. The second volunteer’s job is to ensure that he/she gives detailed instructions. The first participant is allowed to ask questions. Allow 5 minutes for this activity. When the time is up, ask the volunteer to stop the activity and check if the tail has been placed on the correct place. Repeat with a few more volunteers. Ask: Why did things go wrong when the volunteer was on his/ her own? Expected Responses: ‘No feedback’, ‘no cross checking allowed’, ‘instructions not clear’ ‘difference of perceptions’, ‘not allowed to ask questions’ etc. Say: One of the important reasons for not been able to pin the tail correctly was because there was no two-way communication. Two-way communication process is the method by which a sender reaches a receiver with a message. Here the receiver sends back his response or reaction to the sender so that he/she (sender) can understand how the message is interpreted and what to do next. Feedback enables the sender to measure the effectiveness of the message. Only two-way business communication can ensure good communication and feedback in the organization or elsewhere. In this activity, when the participants were allowed to ask questions, the result was better than the previous attempt. As a SAM, when you visit a customer, you must involve the customer in a two-way communication. Questioning and probing are critical components of effective two-way communication.
- Trainer Notes Instructions: • Read the quote from the slide and ask the following question: How many of you agree with this statement? • Listen to the participants’ responses and sum up. Say: We have always heard that the ‘first impression is always the last impression’, which in fact, is true. Every day when you are in field, you meet a number of customers. They make judgments about you in a matter of seconds and you do not want to portray the wrong picture. This is why the first impression is extremely important and can set the tone for all future transactions. It is important to develop good manners and etiquette to make a good and lasting impression. How you speak, how well you listen, the words you choose and above all, how you are dressed, all contribute to first impressions. First impressions are important but, the last impression we leave with the customer, will leave the most lasting impression. Impressions are the key to developing trust and confidence in the customer.
- Trainer Notes Say: Read from slide and say that you would get to know in detail about these tips
- Trainer Notes Activity Time: Introduce Yourself Identify three individuals who can act as a judge for this activity. As a judge, their responsibility is to judge the participants and identify the three best participants. You can also provide them with three A4 size sheets where they can give marks (out of 10) to each participant. Now identify three–four participants who can act as a customer. Ask rest of the participants to come in front of the class and introduce themselves to the customer. Ask them to be as creative as they want. After completion of the activity, ask them what are the important things that should be part of an introduction to a customer. Also, ask what they missed while introducing themselves to the customers. Note down their responses on the white board. Tell the participants that first impression is the last impression. For them, the success lies in creating a good first impression on the customer. The way they introduce themselves to the customers can create business opportunities for them.
- The first step to introduce yourself is to greet the customer. You can say “good morning/good afternoon/good evening as per time”. The next step is introduce yourself and then explain the purpose of your visit to the customer. When you visit a customer’s place, if a customer offers handshake, please do a proper handshake with the customer, however, do not initiate handshake to the customer.
- Trainer Notes Explain the important tips that the participants need to remember while greeting a customer: Smile: Smile is very important while greeting a customer. A smile is the universal language that opens doors of communication and sets the tone for what’s to come. A smile can disarm the angriest of customers. Eye Contact: Eye contact is very important while communicating with customers. Make a stronger connection by looking in the eyes of the customer. It communicates that you are focused and fully present. Voice: Use a warm, crisp tone of voice. Warmth conveys a friendly, helpful conduct. A crisp, articulate voice, creates the opinion of sharp intelligence, responsibility, and capability. Proper Grammar: Use of proper grammar is also very important. Use real words such as, Yes, instead of Yeah or Yep; Aren’t instead of Ain’t. No instead of Nope or Nah. Avoid using slang words and double negatives. Look Alert: Another tip is to look alert. Bring energy into the greeting. Bring energy in everything you do, but don’t overdo it. Always remember balance is peak performance. Hands in the Open: It is also important to keep your hands in the open. Avoid putting hands in pockets. It blocks messages of openness and trust. Posture : Keep your posture erect. Avoid slouching while sitting or standing. It communicates fatigue, lack of confidence, and even incompetence. Customers appreciate energetic, fully present service providers. Name Tag: Identify yourself with a nametag and job title. Nametags communicate professionalism.
- Activity Instructions: 1. Divide the whole class into groups of four participants each. 2. Ask each group to prepare a list of best practices that needs to be followed at the customer premises. 3. The group that will list the maximum number of points will be the winner of this activity.
- Trainer Notes Explain the points to the participants.
- Trainer Notes Explain the points to the participants.
- Trainer Notes Explain the points to the participants.
- Trainer Notes Explain the points to the participants.
- Trainer Notes Explain the points to the participants.
- Trainer Notes Instructions: Read the quotation from the slide. Say: Our very first impression is made by how we are dressed. When you go to a customer’s house, if you are not well groomed and professionally dressed, he/she will not like to trust you enough to interact with you. Nobody likes to talk to an untidy looking person. Ask: Why do you pay attention to your looks and clothes when you have to go for a wedding or some other special occasion? Instructions: Listen to the participants’ responses and sum up. Say: When we have to go for a party, we all want to leave a good impression before others by looking our best. We pay extra attention to how we look. The same way, when you go to work or to a customer’s premise, pay extra attention to how you dress and look. For you, it may be your 10th or 20th visit of the month, however, for a customer, it would be his/her first interaction with airtel. The first impression of yours will let the customer build a positive image about airtel. Because when you are in the field, you are not just an individual, you represent airtel.
- Trainer Notes Say: Let me ask you a question. Look at the picture carefully. Ask: Do you think, the FE is properly groomed for work? Instructions: Listen to the participants’ responses and sum up. Say: No, the FE is not correctly groomed for work. While on official duty, an FE should be professionally groomed with a pleasing attitude. Grooming is an important aspect for a positive self-image. A well groomed person makes a great impression on others.
- Trainer Notes Ask: What is grooming? Instructions: Listen to the participants’ responses and sum up. Say: Grooming is the basic cleanliness and overall neatness of the body.
- Trainer Notes Say: Men should take care of the following aspects of grooming: Instructions: Read the content from the slide.
- Trainer Notes Say: Let’s now discuss the importance of grooming. Instructions: Read the content from the slide.
- Trainer Notes Ask: Why it’s important to be punctual Instructions: Listen to the participants’ responses and sum up. Say: Being punctual shows that you respect customer’s time and commitment made. Flexibility shows that you are sensitive to customers’ needs.
- Trainer Notes Say: Read from slide. You should be respectful with every person available at customer’s premises. You are face of airtel and way you behave with them creates a perception about brand airtel.
- Trainer Notes Say: Read from slide. Instructions: Involve participants after each statement and ask the reason / logic. Sum up the responses and reinforce the learning.
- Trainer Notes Say: Read from slide. Instructions: Involve participants after each statement and ask the reason / logic. Sum up the responses and reinforce the learning.
- Trainer Notes Say: Read from slide. Instructions: Involve participants after each statement and ask the reason / logic. Sum up the responses and reinforce the learning.
- Trainer Notes: Say: As an FE, you need to call the customer to fix an appointment. To get the interaction right, you need to follow a correct call flow. There are five steps that you need to follow while talking to the customer: • Opening and Greeting: You need to greet the customer, introduce yourself and introduce your organization. For example, Good morning / afternoon / evening. I am _________<Say Agent’s Name> from airtel. • Confirm if good time to talk: Seek customer’s permission before initiating purpose of call. Customer may be driving, in meeting. Seeking permission will show respect and concern towards customer. • Stating the Purpose: You need to state the purpose of your visit and take appointment. For example, I need to handover the new SIM. Could you please confirm your residence address? May I know the time when I can meet you? • Listening: Listen carefully without interrupting the customer. Note down the information provided by the customer so, that there is no confusion later. • Confirming the Appointment: Next, confirm the address and time of visit. For example, thank you sir. As specified by you, I will visit you at 5:30 in the evening at the address, <customer’s address>. Will that be fine? • Closing: Close the call with the proper closing script. For example, thank you for your time sir. Have a nice day/evening.
- Trainer Notes Instructions: Read the text from the slide.
- Trainer Notes Role Play Instructions: • Ask two participants to come in front. • One participant acts as a customer and other acts as FE. • Ask them to perform a role play based on the scenario given below: Scenario: Rajan is an FE who visits a new customer for address verification. He finds out that the customer’s wife is present, who has all the documents required for verification. After collecting the documents, Rajan informs the lady that he would need to take a snap of the customer to complete the verification. Debrief: The participants will learn how to deal with ladies.
- Trainer Notes Role Play Instructions: • Ask two participants to come in front. • One participant acts as a customer and other acts as FE. • Ask them to perform a role play based on the scenario given below: Scenario: Sumit is an address verification agent who visits a new customer for address verification. He finds out that the customer is not at home instead his children are present. Sumit asks the children to call their parents but, they refuse to call them. Sumit does not argue with the children and calls the customer and reschedules the visit to complete the verification. Debrief: The participants will learn how to deal with children.
- “Good morning sir! I am Rahul from Samsung.” “Good morning sir! I am Rahul from Samsung and I am here to solve the issue that you are facing with your Samsung LED TV” If I ask you, which of these two statements would create more impact in the mind of the customer? The obvious answer would be the second statement. The first statement is just a simple greeting sentence. The second statement is a power greeting sentence. This sentence force the customer to think that you would resolve the issue that he/she is facing. It gives the assurance to the customer that Samsung has sent the right person to solve their problem. Therefore, you should always use power greeting statements whenever you meet a customer.