The document discusses the importance of customer orientation. It emphasizes understanding customer needs, choosing a positive image, and maintaining good personal hygiene and grooming. It also discusses actively listening to customers, showing empathy, taking ownership of issues, and establishing action plans based on customer feedback. The key aspects of customer orientation are understanding customer needs to feel welcomed, recognized, guided, and comfortable.

1. Customer Orientation
Joita Shah

2. Customer Orientation
Understanding your customer
Changing yourself as per the needs of your Customers

3. “People don’t buy products.
People buy people”

4. You are the key to your Success
Choose your image
We are what we are
Others see in us what we think of ourselves

5. What do you change?
Attitude!

6. Personal Hygiene
• Brushing teeth, regular bath, and mouth free
from odor, neatly trimmed nails
• Hair must be short and trim and properly
groomed
• Beards sideburns and mustaches must be clean
and neatly groomed
• No fancy hair colors
Grooming

7. Empathy
I know how you feel

8. So how do we Customer orient?
Understand:
•Need to be Welcomed
( Greetings, Welcome drink etc)
•Need to be recognised ( If you know your customer address by
name or if not plainly ,“ May I help/ assist you”.
•Need to be guided properly
( Help him /her to choose the best
product or service by genuine guidance)
•Need to feel comfortable( Make him /her feel comfortable and easy

9. Personal Hygiene
• Brushing teeth, regular bath, and mouth free
from odor, neatly trimmed nails
• Hair must be short and trim and properly
groomed
• Beards sideburns and mustaches must be clean
and neatly groomed
• No fancy hair colors
Grooming

10. First Impressions
• You are the First point of contact with the
Customers

11. L isten Actively
I mmediately Apologize
Show Empathy
T ake Ownership
E stablish Action Plan
N ote Feedback on Action

12. 5 Steps to Listening Effectively
Receive
Interpret
Evaluate
Remember
Respond

13. Communication Effectiveness
The Message Delivery System.
Words
Tone of Voice
Body Language
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14. Adding the ‘Zing’
Enthusiasm spells the difference between
mediocrity and accomplishment

15. Offering Help
• I would be happy….
• Would you like me to……
• If you like, I could……
• May I……..

16. Making suggestions
• May I suggest…….
• How about……..
• Why don’t I…….
• We/I could…….
• We may want to……

17. Agreeing
•
•
•
•
•
•
•
Definitely……
Yes, of course….
No, not at all…..
Please do…..
Absolutely
Sure…….
No problem……..

18. Asking for permission
•
•
•
•
May I….
Would you mind if I…..
Could I……..
Do you think I can………

19. The Skills For Active Listening
Give the customer your full attention.
Make eye contact.
Check for understanding.
Use physical & verbal responses.
Write it down.
Summarise what the customer said.
Tuesday, December 17, 2013
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20. It is the attitude not the aptitude that
takes you to altitude

21. Don’t forget to