This document outlines topics to be covered in a 3 hour training session on customer service and selling skills. The presentation will be delivered by Joe Pav and include a feedback questionnaire. Key areas to be discussed include reviewing customer service standards and issues in the hospitality industry, understanding what customers value in their experiences, the importance of consistency, speed of service, and anticipating customer needs. Emphasis will also be placed on having a positive attitude, using appropriate greetings and language with customers, quickly resolving any issues, and creating positive word-of-mouth through excellent service.
Building a sales oriented culture in consulting servicesGustaf Brandberg
B2B sales, especially in professional services, is not so much about SELLING as it is about BUSINESS DEVELOPMENT. If you help your customer solve their business problems, they will gladly buy services from you.
Everyone working in the consulting company needs to be aware of the customers' challenges; You need a sales oriented culture. This presentation summarizes my experience of selling consulting services and creating a sales oriented culture in consulting companies from the last 18 years.
Bob London Master Class, Part II - Aligning Voice of Customer & Voice of Your...Chief Listening Officers
In Part I of this Master Class, we talked about uncovering your customers elevator rant which is basically the topics that are most important to them that they share on the proverbial elevator when there are no vendors around. And how important it is to understand those rants and the language they use - because that’s the language we’re going to use back to them when we message them.
And that’s what this presentation is about: Synthesizing the voice of your customers into a compelling, customer-first messaging strategy.
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
Bob London Master Class - Aligning voice of your customer with voice of your ...Chief Listening Officers
HOW TO GROW BY TEARING DOWN THE VENDOR-CUSTOMER WALL
A master class on aligning the voice of your customer with the voice of your company
In this two-part master class, "B2B marketing Jedi" (per Forbes.com) and customer discovery expert Bob London will deliver actionable tips for how to
Uncover your customers' Elevator Rant - what they're really saying when vendors aren't around; and
Craft an authentic, customer-first messaging strategy that will increase your marketing and sales traction.
Bob has conducted over 2,300 conversations with his clients' customers and used the resulting insights to develop their go-to-market messaging - as well as build a compelling Strategic Narrative that creates excitement and buy-in from employees, customers and investors alike.
Session I: Uncovering Your Customer's Elevator Rant
Bob's disruptive customer discovery questions that yield candid responses
How to frame conversations, ask questions and follow up
Tips on "listening between the lines" to maximize insights
Session II: (to follow) Crafting a Customer-First Messaging Strategy
Positioning your company in the marketplace
Developing a crisp, winning value proposition
Creating sales messages that start with the customer
These sessions are designed to give Founders, business owners and senior B2B executives - CEOs, CMOs, Chief Revenue Officers and Chief Customer Officers - immediate and actionable takeaways.
Building a sales oriented culture in consulting servicesGustaf Brandberg
B2B sales, especially in professional services, is not so much about SELLING as it is about BUSINESS DEVELOPMENT. If you help your customer solve their business problems, they will gladly buy services from you.
Everyone working in the consulting company needs to be aware of the customers' challenges; You need a sales oriented culture. This presentation summarizes my experience of selling consulting services and creating a sales oriented culture in consulting companies from the last 18 years.
Bob London Master Class, Part II - Aligning Voice of Customer & Voice of Your...Chief Listening Officers
In Part I of this Master Class, we talked about uncovering your customers elevator rant which is basically the topics that are most important to them that they share on the proverbial elevator when there are no vendors around. And how important it is to understand those rants and the language they use - because that’s the language we’re going to use back to them when we message them.
And that’s what this presentation is about: Synthesizing the voice of your customers into a compelling, customer-first messaging strategy.
As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.
Bob London Master Class - Aligning voice of your customer with voice of your ...Chief Listening Officers
HOW TO GROW BY TEARING DOWN THE VENDOR-CUSTOMER WALL
A master class on aligning the voice of your customer with the voice of your company
In this two-part master class, "B2B marketing Jedi" (per Forbes.com) and customer discovery expert Bob London will deliver actionable tips for how to
Uncover your customers' Elevator Rant - what they're really saying when vendors aren't around; and
Craft an authentic, customer-first messaging strategy that will increase your marketing and sales traction.
Bob has conducted over 2,300 conversations with his clients' customers and used the resulting insights to develop their go-to-market messaging - as well as build a compelling Strategic Narrative that creates excitement and buy-in from employees, customers and investors alike.
Session I: Uncovering Your Customer's Elevator Rant
Bob's disruptive customer discovery questions that yield candid responses
How to frame conversations, ask questions and follow up
Tips on "listening between the lines" to maximize insights
Session II: (to follow) Crafting a Customer-First Messaging Strategy
Positioning your company in the marketplace
Developing a crisp, winning value proposition
Creating sales messages that start with the customer
These sessions are designed to give Founders, business owners and senior B2B executives - CEOs, CMOs, Chief Revenue Officers and Chief Customer Officers - immediate and actionable takeaways.
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
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Had a very interesting meeting and discussion with about 20 staff of the Asia Foundation in Manila. We talked about policy entrepreneurship and development entrepreneurship and discussed the differences and similarities between the two concepts. The slides refer to the policy entrepreneur concept developed by ODI's RAPID programme
Customer Delight Training PPT for a service industry. This PPT helps in covering 6 key things customer wants and kindly also read trainer notes that helps in understanding the activities and facilitation. For any activity based content you can connect with me on melwani.jharna@gmail.com
A little guide for agency people giving and idea about some basic hints and requirements for a proper agency client servicing as I see them through the perspective of my own career and experience.
Policy entrepreneurs and development entrepreneurs: a discussion with The Asi...Arnaldo Pellini
Had a very interesting meeting and discussion with about 20 staff of the Asia Foundation in Manila. We talked about policy entrepreneurship and development entrepreneurship and discussed the differences and similarities between the two concepts. The slides refer to the policy entrepreneur concept developed by ODI's RAPID programme
This PPT covers the basics of customer delight for any service based industry. Please read the notes section to know further. For more activity based content pls write to melwani.jharna@gmail.com
Presented by DeSantis Breindel and the authors of Woo, Wow, and Win, the award-winning book on service design.
A great B2B brand can woo clients, but only a great experience can wow them. And experience doesn’t happen by accident. Using service design, you can deliver experiences that maximize the value of your brand, accelerate growth, and win both repeat business and new clients. Watch this webinar to learn how to build the wow into every interaction with your clients.
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This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
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Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
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A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
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1. Customer Service and Selling Skills
3 hours with a short break
Presenter – Joe Pav and his bio.
Short verbal resume by you
Feedback questionnaire at completion
Finish and put into practice!
1
6. Current service issues in Hospitality.
LACK OF SERVICE
NEGATIVE ATTITUDE
DON'T CARE
APATHY – CLOSE ENOUGH IS GOOD ENOUGH
BRUSH OFF
CONDESCENDING
ARGUING
MINIMAL KNOWLEDGE
and
POOR SKILLS
6
7. WHAT DO YOU CONSIDER AS
GREAT CUSTOMER
SERVICE?
Recent example of getting it??
7
8. What do customers look for?
Positive experience
Acknowledgement
Smile
Comfort
Appreciation
Speed
Consistency
Thank you
Respect
Value for money
8
9. Come to SPEND money!
Disposable income
Opportunity Cost?
Discretionary Spend
Most customers are happy
9
13. Employment contract.
YOUR obligations.
A g r e e m e n t w i t h e m p l o y e r.
H o u r l y r a t e i n r e t u r n f o r l a b o u r.
Obligations of job description.
Meet it at ALL times
13
18. Need for SPEED!
Same, slow pace.
Intensity, sense of urgency, quality.
3 / 30 / 300 pax
18
19. “Reading the room”
Awareness of EVERYTHING around you.
Look everywhere but see NOTHING!
Anticipate, prioritise, communicate
19
20. Proactive vs Reactive
Anticipating customer needs
Don’t wait to be asked, yelled at, signalled at
Don’t wait for the customer to initiate service ritual
20
21. Casual staff = Casual habits
Service is not determined by your employment status!
Maccas, KFC – Multimillion dollar businesses run by teenagers
21
22. Regulars vs non
Regulars
Really good at serving regulars
What about NON REGULARS?
Potentially big and regular spenders
How did regulars become regulars
22
23. Priorities
What you NEED to do...
rather than What is NICE to do.
Your priority is the customers needs.
23
24. How Are Youse Guys Today"?
Why is "guys“ the standard greeting?
Even females!!
Should say... "Hello, welcome to ____________".
When you "welcome" someone you allow them in "your space”.
24
25. "No Problem“ / “No worries”
Why are these the standard responses in 2013???
Should be ...
"You're welcome",
"It's my pleasure“ , “Happy to help“
25
26. "You Need To...“
"You need to go down this hall“
“You need to order over there”
Customers only "need to“ pay.
Never feel they must jump through hoops.
26
28. Social media.
Unheard of 5 years ago. Instant. Volatile. Mobile.
Huge implications and here to stay.
Every man and his dog is a blogger.
Don’t give them ammo!
28
29. Competitive advantage.
Hotels / Clubs / Cafes / Restaurants...EVERYWHERE!
All the same - Menus, Decor, Beverages ,POS, Uniforms
Too many of them. Cut throat business. High failures.
What makes YOU stand out?
29
30. Complaints
What is the problem
Can I fix it or need help
FIX the problem...Quickly
Make sure customer is happy
Avoid problem occurring again
30
31. Word of mouth.
Costs a lot to advertise
Brochures / websites / banners / adverts / TVs
Negative WOM is powerful business killer.
Positive WOM is best and cheapest.
31
32. CS in a nutshell!
Deliver what you SAID you would.
Deliver it in the WAY you said.
Deliver it in the TIME you said.
Be NICE when you do it.
32
33. Beat the customer to...
Greeting and welcome
Farewelling and thanking them
AHEAD of your opposition
33
