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Clifford L. Marshall
Communications
A Communications Company…….

616 Carlyle Place
Union, NJ 07083
Phone 646 678-1709
Clif...
Leadership
It All Starts
At The Top
It All Starts At The Top -Leadership

The Leadership style of the head
of

an

usually

Office/Business
be

figured

out

...
It All Starts At The Top -Leadership
Effective Leaders share 4 Basic
Traits:
1. Provide direction and
meaning
2. Generate ...
It All Starts At The Top -Leadership
Perception of the Office
Through the eyes of the leader
customers get a sense of how
...
It All Starts At The Top -Leadership
Vision/Mission Statement
Every office should have a
Vision/Mission statement which
ba...
It All Starts At The Top -Leadership
Creating Systems
Leaders understand that a great
system

can

take

ordinary

people ...
Understanding
About The
Customer and
Their
Expectations
Understanding About The Customer and
Their Expectations
Overview of Customer Relations
– Why is it Necessary?
– Who should...
Understanding About The Customer and
Their Expectations
Role of the Service Provider
– Who are the service providers?
– Wh...
Understanding About The Customer and
Their Expectations
Students are forever connected
– You Know them; They Know You
– Th...
Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere
Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere
Appearance of Office/Business
– What is Meant by App...
Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere
Elements needed to Create a Great
Atmosphere
– Good ...
Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere
Image Management
– What is Image Management?
– Does ...
Communication
Communication

– What is
Communication?
– Why is it Important?
Communication
Two Forms of Communication

– Verbal Equals Less Than
50% of Communication
Three Ways of Receiving Informati...
Communication
Two Forms of Communication

– Non-Verbal Equals More Than
50% of Communication
Three Body Language Movements...
Communication
Recognizing Personality Types

– 4 Basic Personalities
Shark

Urchin

Dolphin

Whale
Communication
Face to Face – 8 Qualities Needed
1. Good Listener
2. Smile
3. Neat Appearance
4. Strong Presence
5. Multi-t...
Communication
Building Rapport – Art of Building Trust
1. Tone of Voice
2. Words Used
3. Body Language
Communication
Telephone and Email
1. Pick Up Phone ASAP
2. Greet Caller and identify the Office
and yourself
3. Listen Car...
Communication
Amateurs Say ……., Experts Say……..

1. I don’t know…, I will find out…
2. No…, What I can do is…
3. That’s no...
Communication
Amateurs Say ……., Experts Say……..
5. Please speak to my manager…, I can
help you with…
6. You want it by tom...
Tearing Down Walls
Identifying Barriers for Success
– Why are they in Place?
– What Can be done to Eliminate
Them?
– How C...
Dealing With Angry Customers

The Customer is not always Right, but the Customer is
the Customer!!!

Staff must stay under...
Dealing With Angry Customers

The Customer is not always Right, but the Customer is
the Customer!!!
Customers will get und...
Dealing With Angry Customers
3 steps in moving from problem to solution
1. Get as much information as
possible; Stick to t...
Dealing With Angry Customers
Rebuilding Trust
• Solve the Problem ASAP
• Keep the Customer in the
loop
• Make Atonement fo...
Secret of Success
Customer Relations: How To Create A "Win-Win" Environment For Your Business, Office, or Organization
Customer Relations: How To Create A "Win-Win" Environment For Your Business, Office, or Organization
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Customer Relations: How To Create A "Win-Win" Environment For Your Business, Office, or Organization

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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.

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

  1. 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. 2. Leadership It All Starts At The Top
  3. 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. 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. 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. 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. 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. 8. Understanding About The Customer and Their Expectations
  9. 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. 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. 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. 12. Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
  13. 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. 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. 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. 16. Communication
  17. 17. Communication – What is Communication? – Why is it Important?
  18. 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. 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. 20. Communication Recognizing Personality Types – 4 Basic Personalities Shark Urchin Dolphin Whale
  21. 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. 22. Communication Building Rapport – Art of Building Trust 1. Tone of Voice 2. Words Used 3. Body Language
  23. 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. 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. 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. 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. 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. 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. 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. 30. Dealing With Angry Customers Rebuilding Trust • Solve the Problem ASAP • Keep the Customer in the loop • Make Atonement for any inconvenience
  31. 31. Secret of Success

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