Power point session 3

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  • WORKING AT RECEPTION DESK SO –ITS NOT JUST ABOUT WHAT WE SAY BUT LOOK LIKE AND ACT WHAT IS THE MOST IMPORTANT THING WE CAN DO ?
  • HAND SHAKE IF ABLE,CANT ALWAYS REACH OVER DESK!!
  • ANY EXAMPLES OF OPEN BODY LANGUAGE OPEN / CLOSEDAGAIN EYE CONTACT !!
  • BODY LANGUAGE MOST IMPORTANT EVEN OVER WHAT COMES OUT OF YOUR MOUTH
  • USE WHITE BOARD FOR SUGGESTIONS – MOST OF THIS COMMON SENSENAME NOT ALWAYS KNOWN, MR /MRS IF POSSBILE
  • WHAT DID YOU SEE FINSIH PLAYING VIDEO
  • COMPLAINTS CAN BE A POSITIVE – INITIATE QUALITY IMPROVEMENTWELL HANDLED CAN ACTUALLY STRENGTHEN CUSTOMER RELATIONSREMEMBER THEY ARE NOT ATTCKING YOU PERSONALLYCUSTOMER FEED BACK BOXES CAN BE GOOD, NOT VENTING VERBALLY AT STAFF !!
  • DEALING WITH ANGRY CUSTOMER
  • 6 STEPS TO HELP MANAGE IRATE CUSTOMER
  • REMEMBER THEY ARE NOT ( HOPEFULLY) CRANKY ABOUT SOMETHING YOU HAVE DONEBE ATTENTIVE, TAKING NOTES LOOKS COMMITTED TO PASSING ON THE INFORMATION
  • LET THEM TALK, I UNDERSTAND AND NODS
  • EMPATHY IS IDENTIFICATION WITH AND UNDERSTANDING OF ANOTHERS SITUATION, FEELINGS AND MOTIVES
  • HOW TO USE EMPATHY
  • MAKE SURE YOU HAVE A CLEAR UNDERSTANDING OF THE COMPLAINTPARAPHRASE BACK TO ENSURE YOUR CORRECT IF NEEDED
  • SOME EAMPLES MAY BE – “I WILL GET /SPEAK TO THE SUPERVISOR”“ I WILL HAVE ANOTHER EG/ MEAL SENT TO YOUR ROOM” ETC ETC
  • REMEMBER YOU ARE THE PERSON THEY SPOKE TO INITIALLY. YOU ARE THE ONE WHO HAS SEEN HOW UPSET THEY WERE. YOU NEED TO FOLLOW IT THROUGH, OTHERS MAY NOT ATTACH THE SAME IMPORTANCE .
  • IF THERE IS TILL TIME, DO IT NOW
  • Power point session 3

    1. 1. Establish Contact with Customers Initial Greeting MOST important
    2. 2. Face to Face greetings
    3. 3. SMILE
    4. 4. GAIN AND MAINTAIN EYE CONTACT INTRODUCE ONE SELF : GOOD MORNING / AFTERNOON HELLO I’M ……. I AM YOUR…… INITIAL GREETING
    5. 5. ATTENTIVE AT ALL TIMES OPEN BODY LANUAGE GESTURES MAINTAIN EYE CONTACT BODY LANGUAGE
    6. 6. BODY LANGUAGE
    7. 7. SMILE, EYE CONTACT GREETING CUSTOMER BY NAME NOT INTERUPTING WHILE THEY SPEAK OFFERING TO ASSIST OFFER ADDITIONAL SERVICES WHERE APPROPRIATE BE ALERT TO ANY SPECIAL NEEDS THANK THEM FOR THEIR CUSTOM SAY GOODBYE & ENCOURAGE THEIR RETURN ESTABLISH RAPPORT WITH CUSTOMERS
    8. 8. FRONT DESK FIRST IMPRESSIONS VIDEO
    9. 9. PROVIDE OPPORTUNITY TO LEARN WHAT THE CUSTOMER REALLY THINKS HELP TO PREVENT SIMILAR PROBLEMS OCCURING AGAIN OFTEN OPEN A COMMUNICATION CHANNEL TO REVEAL OTHER CONCERNS DIFFICULT CUSTOMER SITUATIONS “COMPLAINTS”
    10. 10. DIFFICULT CUSTOMER SITUATIONS “THE IRATE CUSTOMER”
    11. 11. THE FOLLOWING SIX STEPS WILL HELP YOU SUCCESSFULLY MANAGE THE IRATE CUSTOMER D-E-F-U-S-E THE IRATE CUSTOMER
    12. 12. “D” IS FOR “DON’T LOSE YOUR COOL” DON’T TAKE THINGS PERSONALLY LISTEN TAKE NOTES STAY COMMITTED TO THE CUSTOMER D-E-F-U-S-E
    13. 13. “E” IS FOR “ENCOURAGED VENTING” LISTEN DON’T INTERUPT GIVE “VERBAL NODS” D-E-F-U-S-E
    14. 14. “F” IS FOR “FOCUS ON FEELINGS” USE EMPATHY APOLOGISE BLAMELESSLY ON BELHALF OF THE BUSINESS / COMPANY OFFER TO HELP D-E-F-U-S-E
    15. 15. USE EMPATHY WHEN A CUSTOMER IS EXHIBITING A STRONG EMOTION KEEP A CALM AND UNDERSTANDING TONE BE GENUINE TIPS FOR USING EMPATHY
    16. 16. “U” IS FOR UNCOVER THE FACTS ASK QUESTIONS FILL IN THE INFORMATION GAPS D-E-F-U-S-E
    17. 17. “S” IS FOR “SUGGEST A SOLUTION” DON’T MAKE EXCUSES FOR THE PROBLEM KEEP THE CUSTOMER INVOLVED LET THE CUSTOMER KNOW WHAT YOU INTEND TO DO TO SOLVE THE PROBLEM D-E-F-U-S-E
    18. 18. “E” IS FOR “END POSITIVELY BY CHECKING” MAKES SURE THE CUSTOMER UNDERSTANDS THE ACTION PLAN THANK THE CUSTOMER D-E-F-U-S-E
    19. 19. HOMEWORK ACTIVITY – PROVIDE DETAILS ON CUSTOMER ISSUES OR COMPLAINTS YOU HAVE DEALT WITH AND SOLUTIONS OFFERED
    20. 20. QUESTIONS ???? NEXT WEEK – COMMUNICATE ACCURATE AND RELEVANT INFORMATION, REMAINING SENSITIVE TO CUSTOMER NEEDS

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