This document provides guidance on building strong customer service. It discusses the importance of understanding customers, both internal and external. Effective communication is key, including active listening and adapting to different communication styles. When handling complaints, acknowledge the problem and focus on solutions. Continuously work to improve customer service through reviews and customer feedback. The overall message is that outstanding customer service requires maintaining positive attitudes, communicating well, resolving issues, and making continuous improvements.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
Retail customer service training PowerPoint
This is an easy presentation to understand. Train employees on the importance of basic customer service.
please visit my website - www.bamservicetraining.com
Customer Service Superstar - Customer Service TrainingPhil Gerbyshak
Want your customer service representatives to deliver great customer service? Help them become customer service superstars. Simple things you can do to bring out the superstar in your customer service delivering employees.
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
Retail customer service training PowerPoint
This is an easy presentation to understand. Train employees on the importance of basic customer service.
please visit my website - www.bamservicetraining.com
Customer Service Superstar - Customer Service TrainingPhil Gerbyshak
Want your customer service representatives to deliver great customer service? Help them become customer service superstars. Simple things you can do to bring out the superstar in your customer service delivering employees.
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
Taking Care of Your Campus Customers - An Inclusive Approach to Customer Servicemichellebaker
These slides were used with the "Taking Care of Your Campus Customers" workshop, delivered at Ball State University in September 2014.
Workshop facilitated by Michelle Baker, phase(two)learning
phasetwolearning.com - phasetwolearning@gmail.com
We are living in the era of buyers market. we Know customer is God. Then we should clearly know how to treat a customer or how to delight a customer. Here Green wind solutions Training professionals introduce the updated training module in Customer Service. We are happy to know your feedback.Green wind is offering a wide range of services and solutions which are powered with the latest technologies by specialized professionals. Green wind Solutions is a private limited company incorporated under the company Act in the cultural city of Kerala, Thrissur.We have lasting solutions in Corporate consultancy Finance Human Resource Marketing Brand Building Training and Development Social Media Marketing Creative agency Advertisement Counseling programs.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
2. Learning Objective
• Building a strong foundation on
customer service
• Communicating effectively with
customers
• Managing the customer encounter
• Handling complaints and conflicts
• Continuously improving customer
service
3. Building a strong
foundation
• An outstanding customer system
must be built on sound customer
service principles.
• Customer Service is a system that
must be maintained and improved.
• To build an effective customer
service system, we must
understand what influences that
system and how those influences
affect customer service behaviors.
4. Who are customers?
• Customers are people who have a specific need
or desire that they believe can be satisfied by
your product or service .
• Customers can be either internal or external.
• We most often associate the word customer
with external customers. External customers
are people outside the organization who benefit
from that organization’s product or service.
• Internal customers are people within the
company who receive your personal work
output, e.g. warehouse, accounts, purchase
person etc.
• Customer service problem between internal
customers can have a dramatic impact on
external customer service.
5. Take a Moment
Consider your customers, both external and internal.
External Customers
How would you describe your external customers (rich, poor, old, young, etc.)?
What do they expect from you?
What have been some of their recent complaints?
When customers come to you with complaints, are you able to work with them so that they leave
feeling good about your organization?
What could you do differently to help complaining customers feel good about your organization?
6. Take a Moment (continued)
Consider your customers, both external and internal.
Internal Customers
How would you describe your external customers (rich, poor, old, young, etc.)?
What do they expect from you?
What have been some of their recent complaints?
When customers come to you with complaints, are you able to work with them so that they leave
feeling good about your organization?
What could you do differently to help complaining customers feel good about your organization?
7. Why is Customer
Satisfaction Important
• The fundamental reason
customer satisfaction is
important to your organization
is because it allows your
organization to stay in
business.
• Customer satisfaction is also
important to you on a personal
level because you can derive a
sense of satisfaction when you
solve a customer’s problem
8. Take a Moment
Think of all the reasons customers choose not to buy or stop buying a product or service from your
organization. In your opinion, what are the top five reasons? List them in order of importance with
the most important first:
1.
2.
3.
4.
5.
9. Compare the list you created in the
previous exercise to the following provided
by the American Society for Quality:
• 67% of customers leave because of an attitude of
indifference on the part of a company employee.
• 14% of customers leave because of dissatisfaction
with the product.
• 10% of customers leave for other reasons (move,
death, etc.).
• 9% of customers leave because of competitors.
10. What Do Customers
Really Want from
You?
• Customer make the decision to buy based on their
perception of how that product or service will meet
their expectations.
• There are three components of perceived value—
Quality, Customer Service, and Cost.
• Perceived Value = Quality + Customer Service – Cost
• According to the Perceived Value concept, if our
customers perceive our quality and customer service
higher and our price lower than our competitors’,
chances are they will buy from us.
11. Maintaining a Positive Attitude
Managing Your attitude
• Good customer service starts with a positive
attitude—your positive attitude.
• A positive customer service attitude begins when
you come to work expecting to have a good day.
• You can take control of your attitude and turn a
negative day into a positive one.
• People with a positive attitude use “I can” and “I
will” when talking to themselves and to their
customers.
• Talk about what you can do for the customer, not
what you can’t do
12. Overcoming Biases
• Our attitudes toward other
people affect our willingness to
accept and deal with those
people.
• To provide outstanding
customer service, we must be
willing to question our biases
and challenge the assumptions
upon which they are based.
• All customers deserve respect.
13. Developing Customer Service Standards
• Personal appearance
• Work area appearance
• Personal attitude
• Listening
• Telephone communication
• Face-to-face communication
• Problem solving
• Product/Service knowledge
• Customer response time
• Customer knowledge
• Customer hand-offs
• Customer follow-up
• Customer attention and comfort
14. Building Your Product
or Service Knowledge
• Knowledge of your products and services
allows you to discuss the various
characteristics that set you apart from the
competition.
• Customer is interested in how a product or
service’s features can help them meet that
need or desire—how those features will
benefit them.
• You should also have a working knowledge
of the products and services of your
competitors.
15. Communicating
Effectively with
Customers
• In business, no skill is more important than
the ability to effectively communicate.
• Communication can make or break
customer relationships.
• Your primary goal in customer service
communication is to understand the
customer. This requires a skill we call active
listening.
16. Developing Active Listening
Skills
• When you engage in active listening, you actively work
to understand what the other party is trying to
convey.
• Avoid distractions
• Make eye contact
• Confirming statements
• Questioning
• Reflecting
17. Speaking in the Positive: Words and Tone
of Voice
• Don’t waste time telling the
customer what you can’t do;
focus on what you can do.
• Fifty-five percent of the
message is conveyed by your
tone of voice.
Negative Phrase Positive Phrase
I don’t know I’ll find out
That’s not my job. I’ll find someone who can
help you with that.
That’s not my fault. I’ll get that taken care of right
away.
I’m busy right now. I’ll be with you in just a
minute.
Why don’t you give me a
call back in a few minutes.
May I call you back?
Why did you…? (implying
blame)
Let me see if I
understand…
We can’t do that. We can do this.
18. Body Language:
Yours and Theirs
• The words we speak convey
7 percent of our meaning
and our tone of voice
conveys 55 percent of our
meaning. The remaining 38
percent is conveyed by our
body language .
• When our words and body
language contradict each
other, listeners will believe
what the body is saying
rather than our words.
19. Sending a Message Through Physical Surroundings
• Physical surroundings can influence a customer’s reactions to
perceived failures in customer service.
• A messy disorganized work area may intensify the negative feeling
customer is having.
• A neat, well-groomed, professional appearance will help your
customers feel more positive about their encounters with you.
Improving Your Telephone Communication
• One way you can make up for a lack of face-to-face contact with
your customers is by dealing with their calls promptly.
• When you answer the phone, try consciously smiling before you
speak.
• Letting callers know what is happening gives them a sense of
having some control.
20. Understanding
Your Customer’s
Communication
Style
• Everyone has certain
preferences about how she
or he wants to
communicate.
• The key to good
understanding is adapting
your style of communication
to the other person’s style.
• People tend to respond best
to those whose
communication style is
similar to theirs.
Four basic communication
styles:
The “don’t waste my
time” style
The “let’s get acquainted”
style
The “let’s take our time
and work together” style
The “let’s study this
situation” style
21. Managing The
Customer
Encounter
You are responsible for managing the
customer encounter so the customer
perceives that she or he has received
outstanding service.
Customer encounters include situations
in which:
A new customer makes a buying
decision.
A repeat customer brings you return
business.
A customer with a problem comes to
you for a solution
22. Showing Customers That You Value Their
Business
Successful customer encounters always leave
the customer feeling valued.
Failing to greet customers when they walk up to you.
Not making eye contact when talking with a customer.
Making customers stand in long lines.
Handing off a customer several times.
Doing paperwork when talking to a customer.
Trying to handle two customers at once.
Allowing a coworker to interrupt when talking to a
customer.
Answering the phone when talking with a customer.
Not using good questioning and feedback skills when
handling a customer’s problem.
Wasting a customer’s time through inefficiency.
Failing to follow up on what you said you would do.
23. Understanding Customer Behavior and
Creating Positive Outcomes
• If you can determine what the customer
believes is a positive outcome and offer it
quickly, you can influence customer
behavior in the direction you and the
customer want to go.
• Try to provide satisfaction for all customers,
especially those that approach you with
courtesy and respect. If a customer tries to
create a scene, defuse the situation, then
deal with the request.
24. Asking the
Right
Questions
• Good questioning
techniques use two types of
probing questions: open and
closed.
• Open probes are questions
that require the customer to
provide more than a yes-or-
no answer.
• Closed-probe questions, on
the other hand, require only
a short answer—usually
“yes” or “no.”
• When we ask questions
without making
assumptions, customers will
give us all the information
we need to help them.
Information
General
Open
Probes
Closed
Probes
Specific
25. Dealing
Effectively
with
Customer
Hand-Offs
Most customers don’t mind being
handed off to another customer service
representative one time.
You are responsible for getting
customers to the right person and
making sure their expectations are met.
If you cannot find someone who can
help the customer, you need to take
ownership of the customer’s needs.
26. Making the Customer’s Problem Your Problem
• Viewing the customer’s problem as your own helps focus your attention on a winning solution
rather than just “getting the customer off my back.”
Five steps that will help you and the customer solve your problem:
• Define the problem.
• List alternatives.
• Pick a solution.
• Implement the solution.
• Make sure the problem is solved.
27. Telling the Customer “No”
No matter how good your problem-solving skills, you will encounter
situations in which you have to tell a customer “no.”
• Apologize for not being able to meet expectations.
• Give them facts about the situation, not excuses.
• Be firm with the customer, but gentle.
• Remain calm if customers continue their demands.
• Focus on what you can do.
• Review your interaction and learn.
28. Closing the Customer Encounter
Closings provide an opportunity to ensure that
you have met the customer’s needs.
Following these steps can help you leave the customer
with a positive impression:
• Smile sincerely.
• Stand if the customer is standing.
• Shake hands.
• Ask if there is anything else you can do for the
customer.
• Give customers your name and phone number or a
business card.
• Invite customers to call or visit if they have questions
or concerns.
• Make an appropriate personal comment, such as
complimenting them on their purchase or telling them
you’re glad that you were able to resolve their
problem.
• Thank the customer for coming in or calling.
29. Handling Complaints
and Conflicts
• Research suggests that more than 95 percent of the
customers who are unhappy with your organization will
not complain to anyone within the organization.
• However, most will tell at least one other person
outside the organization. Many will tell 10, 15, or even
20 people about their displeasure, which is certainly
bad advertising for your organization.
• More than 90 percent of your complaining customers
will remain loyal if you resolve their concerns
• If you exceed their expectations when solving their
problems, they will tell others about you.
30. Calming
Upset
Customers
Recognize that the customer is not angry at you
personally.
Acknowledge that a problem exists.
Tell the customer what you can do, not what you
can’t do.
Keep the lines of communication open.
Stay in control of your emotions at all times.
31. How To Handle Abusive
Customers
No customer service professional should have to put up
with abuse. Here are some tips for handling abusive
customers
• In a calm but firm voice, tell abusive customers that you
will not allow them to attack you verbally. If they persist,
you will not be able to handle their problem.
• Ask abusive customers if they would like to talk to your
supervisor. You should inform the supervisor when a
customer has been abusive so your supervisor will know
what to expect. Don’t use this as a crutch. It should be
used when you have exhausted all your options.
• Develop a security action plan to help you deal with
situations in which a customer becomes physically
abusive or needs to be removed
32. Controlling Your Own Emotions
You can remain in control of your
emotions by:
• Trying to understand what triggers your
emotions.
• Putting yourself in the customer’s place.
• Recognizing the humor in the situation.
• Taking a time-out.
33. Continuously Improving Customer
Service
Your entire organization is involved in creating
your customer service system
o Conduct a customer service audit.
o Review your customer service system.
o Gain valuable feedback from your
customers.
o Develop an action plan for improving