May Local Chapter Meeting Agenda

May’s Local Chapter Meeting Titletown HDI May 19, 2009

Agenda Time Topic Person 5:30 PM Networking All 6:00 PM Welcome/Introductions All 6:10 PM Review Previous Meeting Notes President 6:20 PM Chapter News VP of Programs 6:30 PM How to Talk to Customers Chuck Tomasi 7:45 PM Q&A/Open Discussion All 8:00 PM Adjourn

Welcome/Introductions ,[object Object],[object Object],[object Object],[object Object]

Ground Rules ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

April Meeting Minutes ,[object Object],[object Object],[object Object],[object Object]

April Meeting Minutes Continued ,[object Object],[object Object],[object Object]

Chapter News ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Chapter News Continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Presentation ,[object Object],[object Object],[object Object],[object Object]

Chuck Tomasi ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

MAGIC Defined ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Five MAGIC Steps ,[object Object],[object Object],[object Object],[object Object],[object Object]

What does MAGIC mean? ,[object Object],[object Object],[object Object]

Benefits Caring Creates Profits Why They Left % Death 1 A move or relocation 2 Salesperson relationship 4 Price and other relevant costs 11 Product dissatisfaction 14 Attitude of indifference from someone representing the company 68

The Customer is Always… What? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Creating a Climate ,[object Object],[object Object]

Control Can Control Cannot Control My attitude Corporate policy How I use my time How customers react What I say and how I say it Volume of calls How I manage my workload Other departments My knowledge How I response to customers and collegues What I can do if I see something wrong or inappropriate

First Impressions ,[object Object]

Exercise: The Greeting ,[object Object],[object Object],[object Object],[object Object],[object Object],Cheerful Good at his/her job Interested Self-assured Educated Trustworthy Friendly Intelligent Enthusiastic Impressive Polite Professional Kind Mature Pleasant

Empathy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Empathy ,[object Object],[object Object],[object Object]

Why we don’t empathize ,[object Object],[object Object],[object Object],[object Object]

Empathy – Unintended Messages Rep Says Subtle message received “ I’m sorry you feel that way.” “ It’s your own fault you feel that way – you really shouldn’t” I’m sorry you don’t understand the process” “ It’s perfectly clear to most people. I don’t know why you don’t get it.” “ I’m sorry to hear that.” Oh great – this means more work for me.” or “Here we go again.”

The Name Game ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Offering Help ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

“ Help” Defined ,[object Object],[object Object],[object Object]

Getting More Information ,[object Object],[object Object],[object Object],[object Object]

Make a Connection: Build a Relationship ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Acting Professionally ,[object Object],[object Object],[object Object],[object Object]

What Makes it MAGIC? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tragic Phrases Tragic Phrase Implied Message As soon as possible When I get around to it I’ll try Not sure I can do it The truth is… I probably shouldn’t tell you this To be honest I was lying up until now Hopefully Who really knows? Maybe or Possibly I really have no idea

Tragic Phrases ,[object Object],[object Object],[object Object],[object Object],[object Object]

Exercise: Tragic to Magic ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Act Professionally: Express Confidence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Voice Mail – Greeting ,[object Object],[object Object],[object Object],[object Object],[object Object]

Voice Mail – Leaving a Message ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],No one cares how much you know until they know how much you care

Ask Probing and Clarifying Qs ,[object Object],[object Object],[object Object],[object Object],[object Object]

Rephrase and Repeat ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Transfers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Hostile Example ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Hold Please ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tragic Hold Phrases Avoid These Hold on… Hang on a sec… Hold please… Mind if I put you on hold? I’m going to have to put you on hold

Getting to the Heart of the Matter ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Inform and Clarify ,[object Object],[object Object],[object Object],[object Object]

Inform and Clarify ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Close with the Relationship in Mind ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Follow Through ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Follow Through ,[object Object],[object Object],[object Object],[object Object]

Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object]

Exercise: Identify your Hot Buttons ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Changing Your Responses ,[object Object],[object Object],[object Object],[object Object]

Putting Choice in to Practice ,[object Object],[object Object],[object Object],[object Object],[object Object]

Defusing Irate and Abusive Callers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Rambling Callers ,[object Object],[object Object],[object Object],[object Object],[object Object]

Delivering Bad News ,[object Object],[object Object],[object Object],[object Object]

Bad News: Example ,[object Object],[object Object],[object Object]

Bottom Line: Restoring the Relationship ,[object Object],[object Object],[object Object],[object Object]

Thank You ,[object Object],[object Object],[object Object],[object Object],[object Object]

Open Discussion ,[object Object]

May Local Chapter Meeting Agenda

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