Ahmed Seraj, profile picture
Uploaded byAhmed Seraj
30,470 views

Etiquette of customer interaction

This document discusses etiquette and protocols for customer interaction. It covers 6 modules: office etiquette and protocol, business conversation skills, basic customer care skills, handling difficult situations, making a positive first impression, and telephone handling. The benefits of good customer service are also discussed, including increased customer satisfaction, retention, and the company's bottom line. Body language, attitude, behavior, and distance are important aspects of customer interaction etiquette.

Embed presentation

Etiquette of Customer Interaction Etiquette of Customer Interaction Ahmed d Serag 7/3/2008 1
Ground Rules Ground Rules • Mobiles off or silent Mobiles off or silent • Keep to the point • Ask Question kQ i • No side talks • Ask for a break 7/3/2008 2
Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 3
Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 4
Introduction • “Getting customers and kee Getting customers and kee eping them are the only parts  eping them are the only parts of the business that earns M Money. All other activities  create Cost create Cost” • Competition means that customers have a choice  between several suppliers o between several suppliers of Identical or very similar of Identical or very similar  o products/services • S G So Great Customer Care me C C eans the difference between  h diff b business success or failure. 7/3/2008 5
Who are Customers Who are Customers People who receive my outp People who receive my outp put. put People who pay me. They are the reason why I d do my job. People who want to avail m People who want to avail m company’s services my company s services. my 7/3/2008 6
Type of Customers Type of Customers • Internal: Internal:  – Group of people you may ser rve within the organization • External External:  – These are customers who come to your organization for some  services or products.  services or products 7/3/2008 7
Four Things that the C Four Things that the Customer Wants Customer Wants C Friendly, caring service: y, g Being interested g Giving information Listening carefully Answering questions Warm friendly responses at all  times especially when  i i ll h customers are upset or have  concerns 7/3/2008 8
Four Things that the C Four Things that the Customer Wants Cont Customer Wants Cont. C Flexibility:  Flexibility: Customer want the person to  “jiggle” the system to make it  jiggle the system to make it work for them. They don’t want to hear “No”. 7/3/2008 9
Four Things that the C Four Things that the Customer Wants Cont Customer Wants Cont. C Problem resolution: Problem resolution: Business problems Non‐business problem p 7/3/2008 10
Four Things that the C Four Things that the Customer Wants Cont Customer Wants Cont. C Recovery: If and when mistake is made,  If and when mistake is made, customer wants you to take  care of it quickly and to their  satisfaction. Apology Fix it i i Extra Step  Follow up Follow up 7/3/2008 11
Benefits of Good Cust Benefits of Good Cust tomer Service tomer Service • Personal Benefits : Personal Benefits : Less stress Higher efficiency More job satisfaction • Organizational Benefits: g Key to survival and success. Motivated teamwork. Motivated teamwork. Cost effective. Adds to the company bottom line Adds to the company bottom line 7/3/2008 12
Benefits of Good Cust Benefits of Good Cust tomer Service Cont. tomer Service Cont Some Startling Statistics: g Only 4% of customers actually  complain which means that 94%  do not complain. do not complain For every complaint you receive  there are 26 unattended. Around 75% of the complaining  customers will do business with           you again, if you act quickly. you again, if you act quickly. It costs 5‐6 times more to attract  new customers than to keep old             ones 7/3/2008 13
Benefits of Good Cust Benefits of Good Cust tomer Service Cont. tomer Service Cont Out of the entire customers you lost: y 1%  die  3%  3% move away move away 9%  go away for cheaper prices s 19%  are chronic customers  68%  leave due to bad service So most of all Customers go elsewhere  because the people they deal with are  indifferent to their needs 68%  indifferent to their needs 68% 7/3/2008 14
What is Etiquette and What is Etiquette and Protocol? d Protocol? d • Protocol is a Greek word me is a Greek word me eans Glue. Gluing cultures,  eans Glue Gluing cultures principles, concepts, religion and others. • Then a number of global eti Then a number of global eti iquette rules to be set for all  iquette rules to be set for all the people of the community. • Ei Etiquette i h is the art of comp i f posing manners. It is how to  I i h save your professional pride e and personal dignity. • It is how to reflect professio onalism. 7/3/2008 15
Why Etiquette and Pr Why Etiquette and Protocol? • Being able to keep positive attitude Being able to keep positive attitude. • Being a winner not a loser aat the workplace and in the  world of business. world of business • It helps in changing your tho oughts as long as you are the  one who makes it. h k i • It will make you feel good about yourself, consequently  feel good about the world a around. 7/3/2008 16
Contents Introduction Module 1: Office Etiquette annd Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 17
Office Etiquette and Protocol Office Etiquette and Protocol 7/3/2008 18
Why Should You Care Why Should You Care? • You are the Image of the Co You are the Image of the Co ompany. ompany • It will be easy to handle diff ficult situations and reduce  frustration. frustration • Increase Customer satisfact tion. • Experience personal growth h, which provide self  satisfaction. • Achieve better career path 7/3/2008 19
How do People make the choice to buy? How do People make the choice to buy? • Price • Quality of the Product/Servvice • Emotional factors i lf • After Sales Support • Customer satisfaction is ver ry strongly tied to the way  they are treated. y • Positive recommendation b because of good Attitude and  Behavior 7/3/2008 20
Attitude and Behavior Attitude and Behavior r • When dealing with Custome your behavior should be: When dealing with Custome ers your behavior should be: ers – Professional – Understanding – Patient –AAccountable t bl 7/3/2008 21
Attitude and Behavior Cont. Attitude and Behavior Cont r  r • Professional – Knowing your duties very we ell. – Keeping your personal feeling aside Keeping your personal feeling aside. – Keeping your personal life ou utside the door. • U d t di Understanding – You are in people business, they want help. They will let you  help them only if you show th h l th l if h them understanding for their  d t di f th i situation. 7/3/2008 22
Attitude and Behavior Cont. Attitude and Behavior Cont r  r • Patient – Gi ti Give time to customer to explain hi t t t l i his problem bl – Be patient when ever you hear th he same question fifty time this week. – Answer the question as if it is the first time to hear it Answer the question as if it is the first time to hear it. • Accountable: – Take the responsibility for helping the customer Take the responsibility for helping g the customer g – You have to be : • Enthusiastic,  it is contagious  • Confident, it increases client trust in you u • Welcoming, satisfy the customer for feeling liked • Helpful, this is what the customer wants s more than anything else • Show Care, make the customers feel tha at they are important. 7/3/2008 23
Behavior that Sets You Behavior that Sets You Apart u Apart  u • Body Language – Control your hand gestures Control your hand gestures – Stand (or sit) tall – Face your listener y – Keep your feet down • Distance – Keep yourself close to the custo omer – Keep moving close while the ot ther stepping away • Body Contact – Handshaking  • Eye Contact 7/3/2008 24
Body language Body language • Choice of clothing • Distance from others Di t f th • Posture • Sitting position Si i ii • Movements • Gestures • Facial expressions • Eye contact • Eye movement 7/3/2008 25
Body Language Body Language • Body Language tells people w Body Language tells people w what you really mean and feel. what you really mean and feel • Look for Clusters and Changes s One gesture does not always prove how other feel, look for several  One gesture does not always prove how other feel look for several individual bits of body languagee that fit together to tell you the  story. Look also for changes, this will give you an idea of how a  person is feeling about what yoou are saying. • Open or Closed? – Some body language gestures a are open and positive – Others are closed and negative e. 7/3/2008 26
Body Language Body Language • Cold or Warm? – Using plenty of gestures will make yo ou warm, enthusiastic and emotional. – Using very little gestures makes you seem colder. This is  could be useful when  communicating facts or bad news. • Distance from others – Keep a reasonable space between yo ou and your client. • Eye Contact – It shows that you are listening and ca y g are. – Always greet clients and don’t wait them to greet you first • Smile – Remember that behavior is contagio Smile at customers, but try to be Remember that behavior is contagio ous. Smile at customers, but try to be  ous. sincere. • Voice Tone – Keep your voice moderate neither to loud nor too low Keep your voice moderate, neither to oo loud nor too low. oo 7/3/2008 27
Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 28
The Art of Busine The Art of Busine Conversation ess Conversation ess 7/3/2008 29
How to Start and Sust How to Start and Sust a Conversation tain a Conversation tain • The key is to listen more tha to talk The key is to listen more tha an to talk. an • Know how to ask is recogniz zing how to phrase questions • The best way to get other re h b h espond is to ask open ended  di k d d questions • Appear to be sincerely interrested in what you are asking  and in the response elicitedd  7/3/2008 30
How to be Perceived a How to be Perceived a a Good Listener as a Good Listener as • Take two Take two – To avoid talking while the cus stomer is talking, count to two  after he/she has finished. after he/she has finished • Jump on the same waveleng gth – Learn to identify the people as auditory visual or feeling and Learn to identify the people as auditory, visual, or feeling and  then communicate with them m on their language • Paraphrase – A bets way to let others know w that you heard what they said  is by paraphrasing. is by paraphrasing 7/3/2008 31
How to gain Control o How to gain Control o a Conversation of a Conversation of • Be open and friendly Be open and friendly • Take risks • Be the first to say hello h fi h ll • Be genuinely interested in p people • Be open to new ideas • Accept people as they are Accept people as they are 7/3/2008 32
How to change the su How to change the su ubject tactfully ubject tactfully • I heard you mention earlier I heard you mention earlier ……. • You seem to know a lot abo out ……. • Before this meeting ends, I’d lik f hi i d ’d like to ……. • I see it is already 3:00 p.m. and 7/3/2008 33
Avoid • Ping pong call g po g ca • Identifying yourself and comp pany • Jumping into the conversation without checking the right Jumping into the conversation n without checking the right  n time. g • Waving a call • Unprofessional voice messagee • Eating or chewing a gum g g g • Drinking • Giggling Giggling  7/3/2008 34
Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Custommer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 35
Eight Basic Custo Eight Basic Custo omer Care Skills omer Care Skills 7/3/2008 36
Eight Basic Customer Care Skills Eight Basic Customer Care Skills 1..Focus on the customer ocus o t e custo e 2. Provide efficient service 3. Enhance customer self estee Enhance customer self‐esteeem 4. Build rapport 5. 5 Providing explanations and information about policies and  Providing explanations and information about policies and your actions 6. Determining customer needs g 7. Selling company services 8. Referring when necessary Referring when necessary 7/3/2008 37
Focus on the custome Focus on the custome er • Listening – It means listening without interru It means listening without interru uptions – You should be able to repeat what the client says to indicate to the  customer that you have heard and d understood what he/she is saying. • How to really listen – Eye contact – Turn off any negative thoughts yo Turn off any negative thoughts yo have about them ou have about them ou – Lean towards them – Don’t interrupt – Nod in agreement – Use facial expressions and body la anguage  – Stick to their subject  Sti k t th i bj t 7/3/2008 38
Provide Efficient Servi Provide Efficient Servi ice • Take time to be accurate Take time to be accurate • Keep small talk to a minimu um • Plan ahead l h d • Follow‐up • Offer alternatives • Answer questions Answer questions 7/3/2008 39
Enhance Customer Se Enhance Customer Se esteem elf elf‐esteem • Recognize customer s prese Recognize customer’s preseence immediately ence immediately • Use the client’s Name • Listen to the customer without interruption i h ih i i • Ask open‐ended questions • Treat Customer with respecct. 7/3/2008 40
Build Rapport Build Rapport Building a rapport is a four-step proces ss: 7/3/2008 41
Providing Explanation Providing Explanation and Information n and Information n • Do not explain by saying tha Do not explain by saying tha it is the policy at it is the policy at • Meet the customer persona al needs • Give personal benefits Gi lb fi • Explain your actions for the customer to understand • Give reasons for your actionns and policies • Demonstrate knowledge an Demonstrate knowledge an treat the customer as adult nd treat the customer as adult nd • Concentrate on enhancing t the customer self‐esteem 7/3/2008 42
Determine Customer  Determine Customer Needs • Why: – To help in providing the rightt service – To help in explaining the righ offer To help in explaining the righ ht offer ht – To help in asking the right dig gging and filtering questions –T h l i To help in summarizing the customer requirements i i th t i t – It gives the customer confideence in you 7/3/2008 43
Selling Company Serv Selling Company Serv vices • To explain service is describing or selling benefits in a way  o e p a se ce s desc b g o se g be ef ts a ay that encourages the customer to use it • Sell benefits not features f f • Meet the personal need of th he customer • Be sure that your are giving th g y g g he right complete information p • Update your product information. g p g y ur information or explanation • Be organized in providing you p • Give the customer a chance to o ask • Be prepared to answer correc Be prepared to answer correc ctly 7/3/2008 44
Referring • When? – The information is out of you ur area or field – You don’t know You don t know – If it is the policy and the custtomer is not convinced – If th If the customer asked for it t k d f it – If you do not have the authority to decide – If If you are new and suffer of a l k f i f d ff f a lack of information i 7/3/2008 45
Importance of Referri Importance of Referring • By referring the customer you are making certain that the By referring the customer, you u are making certain that the  u organization is giving quality s service and that you are fitting  the customers’ needs to the s service available • By referring you are gaining thhe customer trust • By referring you are reflecting the perfect communication By referring you are reflectingg the perfect communication  g among the organization departments and employees which  leads to customer confidence leads to customer confidence in the place e in the place e • By referring you will add to yoour personal business  information 7/3/2008 46
How to refer How to refer • Explain to the customer that his req quirements are out of your field of  responsibilities • Tell him that he has to be referred tto another person who can help more  effectively • Explain the field of responsibilities o of the person that you will refer to • Ask for the customer approval if he wants to be referred or not, then  take him to the authorized one • Don’t leave the customer to explain his problem again and again Don t leave the customer to explain n his problem again and again n • Act on behalf of the customer and s summarize his problem from his  point of view • Give the customer different alterna Give the customer different alterna atives and let him to choose atives and let him to choose • Make sure to clear up the action pla an to the client and take his approval  to start • M k f ll Make a follow up even after the clie i f h lient is transferred f d 7/3/2008 47
Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 48
Handling diffic Handling diffic Situations cult Situations cult 7/3/2008 49
Do Not Ever Do Not Ever • Say it is not my fault! y y • Say you are the fifth one to co omplain about that today! • Interrupt • Jump to conclusions • Accept responsibility without ensuring it is the fault of the  company • Be demeaning • Argue • Lose your temper • Blame others Blame others 7/3/2008 50
Do • Show empathy • Use appropriate body language • Use the customer name Use the customer name • Listen well • Take notes • Ask question to clarify Ask question to clarify • Paraphrase • Sympathy even if it is not your companyy’s fault • Reply only when you have the facts R l l h h th f t • Tell  the customer what you propose to ddo • Provide alternatives • Get customer full agreement f ll • See it as an opportunity to keep the cust tomer • Follow up 7/3/2008 51
Handling a delayed Se Handling a delayed Se ervice • Apologize for the delay Apologize for the delay • Show empathy • Explain the reason for the d l h l i h f h d delay honestly l • Suggest alternatives if possi ible • Don’t act unless the custommer approved • Clear up your action plan Clear up your action plan 7/3/2008 52
Handling Disputed Ch Handling Disputed Ch harge • Listen to the customer complain without interruption Listen to the customer complain without interruption • Summarize the problem to ensure understanding • Apologize with empathy Apologize with empathy • Tack time for yourself to che eck • Explain when did it start to  E l i h did it t t t go wrong • Suggest different solutions • Let the customer select • Start acting promptly 7/3/2008 53
How to satisfy impatie How to satisfy impatie Customer ent Customer ent • Do not interrupt him when sh Do not interrupt him when sh howing his anger howing his anger • Do not take his anger persona ally • Keep your self calm Keep your self calm • Summarize the problem from m the customer point of view to  ensure understanding and tru t d t di d t ust • Try to solve patiently • Follow up to show the client tthat you are acting • Check client satisfaction 48 ho ours after solving the problem 7/3/2008 54
What to Do When Keeping Customer Waiting What to Do When Keeping Customer Waiting • Apologize for the delay • Explain the reason for the delay • Ask the customer if he wants to w wait or to call him later • Wait for his approval W it f hi l • Inform him with procedures of th he action or policy • If he approved to wait, try to kee If he approved to wait, try to kee him busy ep him busy ep • Give him something to read or w watch • Offer a welcome drink • Do not interrupt with personal taalks • Report and show him a follow up p from your side every now and  then 7/3/2008 55
What to Do if the Serv What to Do if the Serv is not Available vice is not Available vice • Listen carefully to the custo Listen carefully to the custo omer s needs omer’s needs • Apologize positively and sho ow empathy • Give alternatives of the sam Give alternatives of the sam kind to meet his needs me kind to meet his needs me • Wait for his approval • If he disagree, tell him the t If h di t ll hi th t time when the service will be  ti h th i ill b available. • O d Or describe the nearest plac h ib th t l ce where to find his needs t fi d hi d • Take his telephone number for follow up 7/3/2008 56
Handling a Demanding Customer Handling a Demanding Customer • Listen without interruption Listen without interruption • Keep yourself patient and calm • Respond with pleasant, cou Respond with pleasant cou urteous body language urteous body language • Put your talk to minimum • Respond when appropriate R d h i t • Make your client busy to sto op his nagging politely • You may refer him to absorb b his anxiety and handle his  delay 7/3/2008 57
Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 58
Making a Positive Making a Positive First Impression e First Impression e 7/3/2008 59
Seven Easy Ways to Sabotage a first Impression Seven Easy Ways to Sabotage a first Impression 1. 1 Using sloppy language Using sloppy language 2. Using lazy words 3. 3 Giggling Gi li 4. Inappropriate touching 5. Hiding your hands 6. 6 Chewing gum Chewing gum 7. Throat clearing 7/3/2008 60
Four Rules for Making Four Rules for Making a Good Impression g a Good Impression g 1. 1 Make your first ten words  Make your first ten words count 2. Tune into others 3. 3 Walk with a purpose lk i h 4. Be impeccably groomed 7/3/2008 61
Make Your First Ten W Make Your First Ten Words Count Words Count W • The most effective way to o The most effective way to o open any interaction is to  open any interaction is to send a “thanks” Message • Examples: – “Thank you for taking time to o meet with me this morning, Mr.  Karim” – “It is a pleasure to finally meet with you in person, Mr.  Ahmed” • When possible include the p person name in the first ten  or twelve words of conversa ation 7/3/2008 62
Tune into Others Tune into Others • Make eye contact Make eye contact • Wear a smile • Your expression can convey energy and motivation OR  i d i i O gloom and depression • Your expression demonstrat te the confidence you have in  yourself • Be vibrant and confident an nd people will respond  p positively y 7/3/2008 63
Walk in Purpose Walk in Purpose • Whether you are walking to your office or to meet a Whether you are walking to o your office or to meet a  o customer, put some bonus i into your steps • Move with vigor and vitality Move with vigor and vitality y 7/3/2008 64
Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handlin ng 7/3/2008 65
Telephone Handling e Handling e 7/3/2008 66
Give  Really Listening Give “Really Listening g g” • Don’t think so much about what you are going to say in Don t think so much about what you are going to say in  response to the customer, b but rather focus on what he  or she might be really trying or she might be really trying to tell you g to tell you. g • The best way to have your c customers understand you is  to first understand them. to first understand them • Really listen to your custom mers and they will be more  likely to listen to you. lik l li
Listening Tips Listening Tips • Let the customer know that y you are interested in what he or  y she has to say. • Ask clarifying questions or po olitely request that he or she  repeat certain things to ensur repeat certain things to ensur your understanding re your understanding. re • Be empathetic to any problem ms the customer tells you  about and listen for what the customer tells you he or she  about and listen for what the customer tells you he or she would like to have corrected. • Remember that it is not what t you say that is as important as  how you say it. Be careful you h i B f l u are not giving the customer  i i h the wrong message by your to one of voice or attitude on the  p phone.
Listening Factoids Listening Factoids
Building Rapport Building Rapport • Find common interests that y a d t e custo e s a e. d co o te ests t at you and the customer share. you y • Ask the customer about their interests or hobbies. • Inquire about the weather in the part of the country from Inquire about the weather in the part of the country from  which the customer is calling.. • Comment about an upcoming p g g holiday or event that is about  y to take place. m of the customer. • Ask about a local sports team • Comment about the part of th he country that the customer is  from.
Rapport Building Factoids t Rapport Building Fact toids
Understanding the Cu Understanding the Cu ustomer • Don’t jump to conclusions or just t assume that you know what the  customer wants. • Ask questions of the customer to o gain a better understanding of  his/her needs. his/her needs. • Find ways to learn more about yoour customers in general. • Do some research of your own. • Keep notes about customer trend ds. • Look on the Internet. • Read articles Read articles. • Find studies on consumers. • Read what your customers read. y
Understanding the Customer Factoids u Understanding the Cu ustomer Factoids
General Tips General Tips • Answer the phone before 3 rings (make sure to catch Answer the phone before 33 rings (make sure to catch  your breath if needed. Nev ver answer while winded).  • Be prepared by having a ca intake log/form Be prepared by having a ca all intake log/form all • Take one second to adjust, , sit or stand up straight, and  smile. il • Take two seconds to focus on the potential Info the call  will be about. 
General Tips Cont. General Tips Cont • Do listen to the caller Do listen to the caller • Do be aware of the tone off your voice • Do drop everything else yo ' d i d hi l ou're doing and give your  d i undivided attention to the caller • Do ask questions and showw you care about the caller's  needs. • Do speak clearly and annunciate your words. 
General Tips Cont. General Tips Cont • Do be aware of the position o your headset's mouthpiece Do be aware of the position o of your headset s mouthpiece of • Do ask permission before put tting your customer on hold • Do check back with your custo Do check back with your custo omer periodically if you need  omer periodically if you need to keep him or her on hold for an extended period of time. • D Do ask permission before tran f i k i i b f t nsferring callers to another  ll t th agent or department • D Do ensure you are well trained d k ll t i ed and knowledgeable enough  l d bl h to handle calls successfully. 
General Tips Cont. General Tips Cont • When the conversation is co When the conversation is co ompleted, what do you do?  ompleted what do you do? – Make sure that the caller hass no more queries  – Use “Goodbye thank your fo calling ” or some other  Use  Goodbye, thank your fo or calling, or some other or appropriate closing to indicat te the conversation is ended. – Let the caller put down the receiver first so they don't feel Let the caller put down the receiver first, so they don t feel  you have cut them off.
General Tips Cont. General Tips Cont • Transfer Calls Quickly and Correctly: Transfer Calls Quickly and C – Correct transfer of a call requ uires the one who answers the  telephone to get adequate in telephone to get adequate in nformation for correct referral. nformation for correct referral – When a call must be transfer rred, the most desirable  procedure is to tell the caller procedure is to tell the caller to whom he/she will be r to whom he/she will be  r transferred, “I’ll give you Ms Brown; she handles those  matters; just a moment, plea ase.” – Be sure you are transferring t the caller to the proper person or  department.
7/3/2008 79
7/3/2008 80

More Related Content

PDF
Soft Skills Training - PPT.pdf
byshantanujadon6
 
PDF
Customer Service Etiquette Tips: How to Keep Your Customers Happy (Infographic)
byProvide Support, LLC
 
PPS
Handling Difficult Calls
byBhavana Agarwal
 
PPSX
Phone etiquette - Customer Management
byGopikrishnan Velayutham
 
PPTX
Telephone etiquette ppt
byShubham Aggarwal
 
PPTX
How to write customer service emails
byRik Bhattacharjee
 
PDF
Email Etiquette.pdf
bySripriyaMehta2
 
PDF
12 Conflict Resolution Tips for Excellent Customer Service
byTalkdeskInc
 
Soft Skills Training - PPT.pdf
byshantanujadon6
 
Customer Service Etiquette Tips: How to Keep Your Customers Happy (Infographic)
byProvide Support, LLC
 
Handling Difficult Calls
byBhavana Agarwal
 
Phone etiquette - Customer Management
byGopikrishnan Velayutham
 
Telephone etiquette ppt
byShubham Aggarwal
 
How to write customer service emails
byRik Bhattacharjee
 
Email Etiquette.pdf
bySripriyaMehta2
 
12 Conflict Resolution Tips for Excellent Customer Service
byTalkdeskInc
 

What's hot

PPT
Customer service the basics
byWillie Johnson
 
PDF
10 customer service skills
byKelechi Okeke
 
PPT
Providing Exceptional Customer Service
byPeter Stinson
 
PPTX
CUSTOMER SERVICE TRAINING
byCharles Mwakio
 
PPTX
Effective Customer Care
byMd R-Islam
 
PPT
Cust Svc Exceeding Exp Ppt
byjakeandikory
 
PPTX
Customer service training[1]
byloryn_aquino
 
PPT
About Good Customer Service
byNicholas Mustelin
 
PPTX
Customer service skills
byRamy Awad
 
PPT
Customer service
byIGilmore
 
PPSX
Customer service
byAlimakki
 
PPTX
Workplace etiquette
byImprint Training Center
 
PPT
Effective customer service training
byMaged Elsakka
 
PDF
Customer Service Training
byKate Zabriskie
 
PPTX
Customer Service Training
byJo Mullins
 
PPT
Customer Care
byaJerry4u
 
PPTX
7 Pillars Of Customer Service
bySales Progress
 
PPT
Customer Service Basics
byStephanie Orange
 
PPTX
Customer service presentation
byIsrael Murillo Hernández
 
PDF
How to Improve your Customer Service Skills by Scott Storick
byScott Storick
 
Customer service the basics
byWillie Johnson
 
10 customer service skills
byKelechi Okeke
 
Providing Exceptional Customer Service
byPeter Stinson
 
CUSTOMER SERVICE TRAINING
byCharles Mwakio
 
Effective Customer Care
byMd R-Islam
 
Cust Svc Exceeding Exp Ppt
byjakeandikory
 
Customer service training[1]
byloryn_aquino
 
About Good Customer Service
byNicholas Mustelin
 
Customer service skills
byRamy Awad
 
Customer service
byIGilmore
 
Customer service
byAlimakki
 
Workplace etiquette
byImprint Training Center
 
Effective customer service training
byMaged Elsakka
 
Customer Service Training
byKate Zabriskie
 
Customer Service Training
byJo Mullins
 
Customer Care
byaJerry4u
 
7 Pillars Of Customer Service
bySales Progress
 
Customer Service Basics
byStephanie Orange
 
Customer service presentation
byIsrael Murillo Hernández
 
How to Improve your Customer Service Skills by Scott Storick
byScott Storick
 

Similar to Etiquette of customer interaction

PPT
Customer Service handbook
bygearBoB PR Agency
 
PPT
Customerservice new ppm
bykhalosman
 
PPT
Customerserivce
byCharanpreet Singh
 
PPT
Customerservice new 199
byRajThilak
 
PPTX
Customer Service Skills - Retail
byChinnu Thilakan
 
PPT
Customer Service introduction
byskillcraft
 
PPTX
Customer service Basic Training
bySahar Andrade, MBBCh Diversity, Leadership, Reinvent Yourself
 
PPT
Customer service-presentation
byRowdy Mauch
 
PDF
Casting Customer Service: Session III
byArts Engagement Exchange
 
PPT
Customer Service
byNadeem Aslam
 
PPT
Let’s discuss about the Facebook customer service : 1-850-361-8504
byJorgbaly
 
PPT
Customer service-presentation (1)
bymatthew taylor
 
PPSX
Customerservicegreenwind
byGreen Wind Solutions Pvt Ltd
 
PPT
customer-service-presentation for sales.ppt
byHiral Mody
 
PPTX
Customer Service
byAkash Dolas,PMP [Open Networker]
 
PPT
Customer service presentation
byKhush Ahmed Deen
 
PPTX
Apertures r-us customer ppt
byjbrackey
 
PPT
Mods Customer Service Introduction
byanita1704
 
PPT
John Murtagh Grad Dip Notes
byIBAT College
 
PDF
How to provide excellent customer service in your leisure centre
bySports Marketing Network
 
Customer Service handbook
bygearBoB PR Agency
 
Customerservice new ppm
bykhalosman
 
Customerserivce
byCharanpreet Singh
 
Customerservice new 199
byRajThilak
 
Customer Service Skills - Retail
byChinnu Thilakan
 
Customer Service introduction
byskillcraft
 
Customer service Basic Training
bySahar Andrade, MBBCh Diversity, Leadership, Reinvent Yourself
 
Customer service-presentation
byRowdy Mauch
 
Casting Customer Service: Session III
byArts Engagement Exchange
 
Customer Service
byNadeem Aslam
 
Let’s discuss about the Facebook customer service : 1-850-361-8504
byJorgbaly
 
Customer service-presentation (1)
bymatthew taylor
 
Customerservicegreenwind
byGreen Wind Solutions Pvt Ltd
 
customer-service-presentation for sales.ppt
byHiral Mody
 
Customer Service
byAkash Dolas,PMP [Open Networker]
 
Customer service presentation
byKhush Ahmed Deen
 
Apertures r-us customer ppt
byjbrackey
 
Mods Customer Service Introduction
byanita1704
 
John Murtagh Grad Dip Notes
byIBAT College
 
How to provide excellent customer service in your leisure centre
bySports Marketing Network
 

Recently uploaded

PDF
A good time to buy a diamond company? By James Allan
byJames AH Campbell
 
PPTX
OpenAI’s Pitch Deck Analysis: Full Slide Review
byashishupmetrics
 
PPTX
Production and operations Unit 2 Unit II Plant Location and Layout.pptx
byDavies Chacko
 
PPTX
Enterprise-Grade Remote Desktops Why Businesses Choose BuyRDPAdmin.pptx
bybuyrdpseo1
 
PPTX
Production and Ops - 1 Unit-I-Foundation to Production and Operations Managem...
byDavies Chacko
 
PDF
Mesh WiFi for Mine: Reliable and Secure Wireless Connectivity for Mining Oper...
byAeroMesh Systems
 
PDF
Decoded: The Mystery of Life and the Begining of Time
byanyebepeter
 
PDF
Equinox Gold - February Investor Presentation.pdf
byEquinox Gold Corp.
 
PDF
Top 4.4 Sites To Buy Edu Emails Accounts in 2026.pdf
by8rn3l6efpnommwzc7r29
 
PDF
Books on display in our Library January-February 2026
byNZSG
 
PPTX
PRELIMS for PES on world businesses.pptx
bySureshGKPESUniversit
 
DOCX
Proven Ways to Buy Verified PayPal Accounts in Los Angeles Safely.docx
byUsaservicepoint
 
PDF
Top 7 Tips for Buying TikTok Accounts.pdf
byc23tykuq37te8lzue2ds
 
PDF
Top 10 Trusted Places to Buy Verified Airbnb Accounts Today.pdf
byriwansavage
 
PDF
A Brief Introduction About Zaid Alsikafi
byZaid Alsikafi
 
PPTX
Thermal Energy International - TMG - Q2 2026 Earnings Call
byMarketing847413
 
PDF
Reliable Coolrooms for Commercial Kitchens
byCool Fast Refrigeration
 
PDF
Trusted Online Sources for Acquiring Verified Wise Business Accounts
byusaseoshops
 
PDF
Optimizing Buy Old Gmail Accounts Security – Academic & Professional Guide 20...
byBuy iCloud Email Accounts
 
PDF
15 Smart Hacks for Repurposing Forgotten Buy Gmail Profiles This Year.pdf
byBuy Old Gmail Accounts
 
A good time to buy a diamond company? By James Allan
byJames AH Campbell
 
OpenAI’s Pitch Deck Analysis: Full Slide Review
byashishupmetrics
 
Production and operations Unit 2 Unit II Plant Location and Layout.pptx
byDavies Chacko
 
Enterprise-Grade Remote Desktops Why Businesses Choose BuyRDPAdmin.pptx
bybuyrdpseo1
 
Production and Ops - 1 Unit-I-Foundation to Production and Operations Managem...
byDavies Chacko
 
Mesh WiFi for Mine: Reliable and Secure Wireless Connectivity for Mining Oper...
byAeroMesh Systems
 
Decoded: The Mystery of Life and the Begining of Time
byanyebepeter
 
Equinox Gold - February Investor Presentation.pdf
byEquinox Gold Corp.
 
Top 4.4 Sites To Buy Edu Emails Accounts in 2026.pdf
by8rn3l6efpnommwzc7r29
 
Books on display in our Library January-February 2026
byNZSG
 
PRELIMS for PES on world businesses.pptx
bySureshGKPESUniversit
 
Proven Ways to Buy Verified PayPal Accounts in Los Angeles Safely.docx
byUsaservicepoint
 
Top 7 Tips for Buying TikTok Accounts.pdf
byc23tykuq37te8lzue2ds
 
Top 10 Trusted Places to Buy Verified Airbnb Accounts Today.pdf
byriwansavage
 
A Brief Introduction About Zaid Alsikafi
byZaid Alsikafi
 
Thermal Energy International - TMG - Q2 2026 Earnings Call
byMarketing847413
 
Reliable Coolrooms for Commercial Kitchens
byCool Fast Refrigeration
 
Trusted Online Sources for Acquiring Verified Wise Business Accounts
byusaseoshops
 
Optimizing Buy Old Gmail Accounts Security – Academic & Professional Guide 20...
byBuy iCloud Email Accounts
 
15 Smart Hacks for Repurposing Forgotten Buy Gmail Profiles This Year.pdf
byBuy Old Gmail Accounts
 

Etiquette of customer interaction

  • 1.
    Etiquette of Customer Interaction Etiquette of Customer Interaction Ahmed d Serag 7/3/2008 1
  • 2.
    Ground Rules Ground Rules • Mobiles off or silent Mobiles off or silent • Keep to the point • Ask Question kQ i • No side talks • Ask for a break 7/3/2008 2
  • 3.
    Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 3
  • 4.
    Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 4
  • 5.
    Introduction • “Getting customersand kee Getting customers and kee eping them are the only parts  eping them are the only parts of the business that earns M Money. All other activities  create Cost create Cost” • Competition means that customers have a choice  between several suppliers o between several suppliers of Identical or very similar of Identical or very similar  o products/services • S G So Great Customer Care me C C eans the difference between  h diff b business success or failure. 7/3/2008 5
  • 6.
    Who are Customers Who are Customers People who receive my outp People who receive my outp put. put People who pay me. They are the reason why I d do my job. People who want to avail m People who want to avail m company’s services my company s services. my 7/3/2008 6
  • 7.
    Type of Customers Type of Customers •Internal: Internal:  – Group of people you may ser rve within the organization • External External:  – These are customers who come to your organization for some  services or products.  services or products 7/3/2008 7
  • 8.
    Four Things that the C Four Things thatthe Customer Wants Customer Wants C Friendly, caring service: y, g Being interested g Giving information Listening carefully Answering questions Warm friendly responses at all  times especially when  i i ll h customers are upset or have  concerns 7/3/2008 8
  • 9.
    Four Things that the C Four Things thatthe Customer Wants Cont Customer Wants Cont. C Flexibility:  Flexibility: Customer want the person to  “jiggle” the system to make it  jiggle the system to make it work for them. They don’t want to hear “No”. 7/3/2008 9
  • 10.
    Four Things that the C Four Things thatthe Customer Wants Cont Customer Wants Cont. C Problem resolution: Problem resolution: Business problems Non‐business problem p 7/3/2008 10
  • 11.
    Four Things that the C Four Things thatthe Customer Wants Cont Customer Wants Cont. C Recovery: If and when mistake is made,  If and when mistake is made, customer wants you to take  care of it quickly and to their  satisfaction. Apology Fix it i i Extra Step  Follow up Follow up 7/3/2008 11
  • 12.
    Benefits of Good Cust Benefits of GoodCust tomer Service tomer Service • Personal Benefits : Personal Benefits : Less stress Higher efficiency More job satisfaction • Organizational Benefits: g Key to survival and success. Motivated teamwork. Motivated teamwork. Cost effective. Adds to the company bottom line Adds to the company bottom line 7/3/2008 12
  • 13.
    Benefits of Good Cust Benefits of GoodCust tomer Service Cont. tomer Service Cont Some Startling Statistics: g Only 4% of customers actually  complain which means that 94%  do not complain. do not complain For every complaint you receive  there are 26 unattended. Around 75% of the complaining  customers will do business with           you again, if you act quickly. you again, if you act quickly. It costs 5‐6 times more to attract  new customers than to keep old             ones 7/3/2008 13
  • 14.
    Benefits of Good Cust Benefits of GoodCust tomer Service Cont. tomer Service Cont Out of the entire customers you lost: y 1%  die  3%  3% move away move away 9%  go away for cheaper prices s 19%  are chronic customers  68%  leave due to bad service So most of all Customers go elsewhere  because the people they deal with are  indifferent to their needs 68%  indifferent to their needs 68% 7/3/2008 14
  • 15.
    What is Etiquette and What is Etiquetteand Protocol? d Protocol? d • Protocol is a Greek word me is a Greek word me eans Glue. Gluing cultures,  eans Glue Gluing cultures principles, concepts, religion and others. • Then a number of global eti Then a number of global eti iquette rules to be set for all  iquette rules to be set for all the people of the community. • Ei Etiquette i h is the art of comp i f posing manners. It is how to  I i h save your professional pride e and personal dignity. • It is how to reflect professio onalism. 7/3/2008 15
  • 16.
    Why Etiquette and Pr Why Etiquette andProtocol? • Being able to keep positive attitude Being able to keep positive attitude. • Being a winner not a loser aat the workplace and in the  world of business. world of business • It helps in changing your tho oughts as long as you are the  one who makes it. h k i • It will make you feel good about yourself, consequently  feel good about the world a around. 7/3/2008 16
  • 17.
    Contents Introduction Module 1: Office Etiquette annd Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 17
  • 18.
    Office Etiquette and Protocol Office Etiquette and Protocol 7/3/2008 18
  • 19.
    Why Should You Care Why Should YouCare? • You are the Image of the Co You are the Image of the Co ompany. ompany • It will be easy to handle diff ficult situations and reduce  frustration. frustration • Increase Customer satisfact tion. • Experience personal growth h, which provide self  satisfaction. • Achieve better career path 7/3/2008 19
  • 20.
    How do People make the choice to buy? How do Peoplemake the choice to buy? • Price • Quality of the Product/Servvice • Emotional factors i lf • After Sales Support • Customer satisfaction is ver ry strongly tied to the way  they are treated. y • Positive recommendation b because of good Attitude and  Behavior 7/3/2008 20
  • 21.
    Attitude and Behavior Attitude and Behavior r • When dealing with Custome your behavior should be: When dealing with Custome ers your behavior should be: ers – Professional – Understanding – Patient –AAccountable t bl 7/3/2008 21
  • 22.
    Attitude and Behavior Cont. Attitude andBehavior Cont r  r • Professional – Knowing your duties very we ell. – Keeping your personal feeling aside Keeping your personal feeling aside. – Keeping your personal life ou utside the door. • U d t di Understanding – You are in people business, they want help. They will let you  help them only if you show th h l th l if h them understanding for their  d t di f th i situation. 7/3/2008 22
  • 23.
    Attitude and Behavior Cont. Attitude andBehavior Cont r  r • Patient – Gi ti Give time to customer to explain hi t t t l i his problem bl – Be patient when ever you hear th he same question fifty time this week. – Answer the question as if it is the first time to hear it Answer the question as if it is the first time to hear it. • Accountable: – Take the responsibility for helping the customer Take the responsibility for helping g the customer g – You have to be : • Enthusiastic,  it is contagious  • Confident, it increases client trust in you u • Welcoming, satisfy the customer for feeling liked • Helpful, this is what the customer wants s more than anything else • Show Care, make the customers feel tha at they are important. 7/3/2008 23
  • 24.
    Behavior that Sets You Behavior that SetsYou Apart u Apart  u • Body Language – Control your hand gestures Control your hand gestures – Stand (or sit) tall – Face your listener y – Keep your feet down • Distance – Keep yourself close to the custo omer – Keep moving close while the ot ther stepping away • Body Contact – Handshaking  • Eye Contact 7/3/2008 24
  • 25.
    Body language Body language • Choice of clothing • Distance from others Di t f th • Posture • Sitting position Si i ii • Movements • Gestures • Facial expressions • Eye contact • Eye movement 7/3/2008 25
  • 26.
    Body Language Body Language • BodyLanguage tells people w Body Language tells people w what you really mean and feel. what you really mean and feel • Look for Clusters and Changes s One gesture does not always prove how other feel, look for several  One gesture does not always prove how other feel look for several individual bits of body languagee that fit together to tell you the  story. Look also for changes, this will give you an idea of how a  person is feeling about what yoou are saying. • Open or Closed? – Some body language gestures a are open and positive – Others are closed and negative e. 7/3/2008 26
  • 27.
    Body Language Body Language • Cold or Warm? – Using plenty of gestures will make yo ou warm, enthusiastic and emotional. – Using very little gestures makes you seem colder. This is  could be useful when  communicating facts or bad news. • Distance from others – Keep a reasonable space between yo ou and your client. • Eye Contact – It shows that you are listening and ca y g are. – Always greet clients and don’t wait them to greet you first • Smile – Remember that behavior is contagio Smile at customers, but try to be Remember that behavior is contagio ous. Smile at customers, but try to be  ous. sincere. • Voice Tone – Keep your voice moderate neither to loud nor too low Keep your voice moderate, neither to oo loud nor too low. oo 7/3/2008 27
  • 28.
    Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 28
  • 29.
    The Art of Busine The Art of Busine Conversation ess Conversation ess 7/3/2008 29
  • 30.
    How to Start and Sust How to Startand Sust a Conversation tain a Conversation tain • The key is to listen more tha to talk The key is to listen more tha an to talk. an • Know how to ask is recogniz zing how to phrase questions • The best way to get other re h b h espond is to ask open ended  di k d d questions • Appear to be sincerely interrested in what you are asking  and in the response elicitedd  7/3/2008 30
  • 31.
    How to be Perceived a How to bePerceived a a Good Listener as a Good Listener as • Take two Take two – To avoid talking while the cus stomer is talking, count to two  after he/she has finished. after he/she has finished • Jump on the same waveleng gth – Learn to identify the people as auditory visual or feeling and Learn to identify the people as auditory, visual, or feeling and  then communicate with them m on their language • Paraphrase – A bets way to let others know w that you heard what they said  is by paraphrasing. is by paraphrasing 7/3/2008 31
  • 32.
    How to gain Control o How to gainControl o a Conversation of a Conversation of • Be open and friendly Be open and friendly • Take risks • Be the first to say hello h fi h ll • Be genuinely interested in p people • Be open to new ideas • Accept people as they are Accept people as they are 7/3/2008 32
  • 33.
    How to change the su How to changethe su ubject tactfully ubject tactfully • I heard you mention earlier I heard you mention earlier ……. • You seem to know a lot abo out ……. • Before this meeting ends, I’d lik f hi i d ’d like to ……. • I see it is already 3:00 p.m. and 7/3/2008 33
  • 34.
    Avoid • Ping pong call g po g ca • Identifying yourself and comp pany • Jumping into the conversation without checking the right Jumping into the conversation n without checking the right  n time. g • Waving a call • Unprofessional voice messagee • Eating or chewing a gum g g g • Drinking • Giggling Giggling  7/3/2008 34
  • 35.
    Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Custommer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 35
  • 36.
    Eight Basic Custo Eight Basic Custo omer Care Skills omer Care Skills 7/3/2008 36
  • 37.
    Eight Basic Customer Care Skills Eight Basic CustomerCare Skills 1..Focus on the customer ocus o t e custo e 2. Provide efficient service 3. Enhance customer self estee Enhance customer self‐esteeem 4. Build rapport 5. 5 Providing explanations and information about policies and  Providing explanations and information about policies and your actions 6. Determining customer needs g 7. Selling company services 8. Referring when necessary Referring when necessary 7/3/2008 37
  • 38.
    Focus on the custome Focus on thecustome er • Listening – It means listening without interru It means listening without interru uptions – You should be able to repeat what the client says to indicate to the  customer that you have heard and d understood what he/she is saying. • How to really listen – Eye contact – Turn off any negative thoughts yo Turn off any negative thoughts yo have about them ou have about them ou – Lean towards them – Don’t interrupt – Nod in agreement – Use facial expressions and body la anguage  – Stick to their subject  Sti k t th i bj t 7/3/2008 38
  • 39.
    Provide Efficient Servi Provide Efficient Servi ice • Take time to be accurate Take time to be accurate • Keep small talk to a minimu um • Plan ahead l h d • Follow‐up • Offer alternatives • Answer questions Answer questions 7/3/2008 39
  • 40.
    Enhance Customer Se Enhance Customer Seesteem elf elf‐esteem • Recognize customer s prese Recognize customer’s preseence immediately ence immediately • Use the client’s Name • Listen to the customer without interruption i h ih i i • Ask open‐ended questions • Treat Customer with respecct. 7/3/2008 40
  • 41.
    Build Rapport Build Rapport Building a rapport is a four-step proces ss: 7/3/2008 41
  • 42.
    Providing Explanation Providing Explanation andInformation n and Information n • Do not explain by saying tha Do not explain by saying tha it is the policy at it is the policy at • Meet the customer persona al needs • Give personal benefits Gi lb fi • Explain your actions for the customer to understand • Give reasons for your actionns and policies • Demonstrate knowledge an Demonstrate knowledge an treat the customer as adult nd treat the customer as adult nd • Concentrate on enhancing t the customer self‐esteem 7/3/2008 42
  • 43.
    Determine Customer  Determine Customer Needs •Why: – To help in providing the rightt service – To help in explaining the righ offer To help in explaining the righ ht offer ht – To help in asking the right dig gging and filtering questions –T h l i To help in summarizing the customer requirements i i th t i t – It gives the customer confideence in you 7/3/2008 43
  • 44.
    Selling Company Serv Selling Company Serv vices • To explain service is describing or selling benefits in a way  o e p a se ce s desc b g o se g be ef ts a ay that encourages the customer to use it • Sell benefits not features f f • Meet the personal need of th he customer • Be sure that your are giving th g y g g he right complete information p • Update your product information. g p g y ur information or explanation • Be organized in providing you p • Give the customer a chance to o ask • Be prepared to answer correc Be prepared to answer correc ctly 7/3/2008 44
  • 45.
    Referring • When? – The information is out of you ur area or field – You don’t know You don t know – If it is the policy and the custtomer is not convinced – If th If the customer asked for it t k d f it – If you do not have the authority to decide – If If you are new and suffer of a l k f i f d ff f a lack of information i 7/3/2008 45
  • 46.
    Importance of Referri Importance of Referring •By referring the customer you are making certain that the By referring the customer, you u are making certain that the  u organization is giving quality s service and that you are fitting  the customers’ needs to the s service available • By referring you are gaining thhe customer trust • By referring you are reflecting the perfect communication By referring you are reflectingg the perfect communication  g among the organization departments and employees which  leads to customer confidence leads to customer confidence in the place e in the place e • By referring you will add to yoour personal business  information 7/3/2008 46
  • 47.
    How to refer How to refer •Explain to the customer that his req quirements are out of your field of  responsibilities • Tell him that he has to be referred tto another person who can help more  effectively • Explain the field of responsibilities o of the person that you will refer to • Ask for the customer approval if he wants to be referred or not, then  take him to the authorized one • Don’t leave the customer to explain his problem again and again Don t leave the customer to explain n his problem again and again n • Act on behalf of the customer and s summarize his problem from his  point of view • Give the customer different alterna Give the customer different alterna atives and let him to choose atives and let him to choose • Make sure to clear up the action pla an to the client and take his approval  to start • M k f ll Make a follow up even after the clie i f h lient is transferred f d 7/3/2008 47
  • 48.
    Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 48
  • 49.
    Handling diffic Handling diffic Situations cult Situations cult 7/3/2008 49
  • 50.
    Do Not Ever Do Not Ever • Say it is not my fault! y y • Say you are the fifth one to co omplain about that today! • Interrupt • Jump to conclusions • Accept responsibility without ensuring it is the fault of the  company • Be demeaning • Argue • Lose your temper • Blame others Blame others 7/3/2008 50
  • 51.
    Do • Show empathy • Use appropriate body language • Use the customer name Use the customer name • Listen well • Take notes • Ask question to clarify Ask question to clarify • Paraphrase • Sympathy even if it is not your companyy’s fault • Reply only when you have the facts R l l h h th f t • Tell  the customer what you propose to ddo • Provide alternatives • Get customer full agreement f ll • See it as an opportunity to keep the cust tomer • Follow up 7/3/2008 51
  • 52.
    Handling a delayed Se Handling a delayedSe ervice • Apologize for the delay Apologize for the delay • Show empathy • Explain the reason for the d l h l i h f h d delay honestly l • Suggest alternatives if possi ible • Don’t act unless the custommer approved • Clear up your action plan Clear up your action plan 7/3/2008 52
  • 53.
    Handling Disputed Ch Handling Disputed Ch harge • Listen to the customer complain without interruption Listen to the customer complain without interruption • Summarize the problem to ensure understanding • Apologize with empathy Apologize with empathy • Tack time for yourself to che eck • Explain when did it start to  E l i h did it t t t go wrong • Suggest different solutions • Let the customer select • Start acting promptly 7/3/2008 53
  • 54.
    How to satisfy impatie How to satisfyimpatie Customer ent Customer ent • Do not interrupt him when sh Do not interrupt him when sh howing his anger howing his anger • Do not take his anger persona ally • Keep your self calm Keep your self calm • Summarize the problem from m the customer point of view to  ensure understanding and tru t d t di d t ust • Try to solve patiently • Follow up to show the client tthat you are acting • Check client satisfaction 48 ho ours after solving the problem 7/3/2008 54
  • 55.
    What to Do When Keeping Customer Waiting What to DoWhen Keeping Customer Waiting • Apologize for the delay • Explain the reason for the delay • Ask the customer if he wants to w wait or to call him later • Wait for his approval W it f hi l • Inform him with procedures of th he action or policy • If he approved to wait, try to kee If he approved to wait, try to kee him busy ep him busy ep • Give him something to read or w watch • Offer a welcome drink • Do not interrupt with personal taalks • Report and show him a follow up p from your side every now and  then 7/3/2008 55
  • 56.
    What to Do if the Serv What to Doif the Serv is not Available vice is not Available vice • Listen carefully to the custo Listen carefully to the custo omer s needs omer’s needs • Apologize positively and sho ow empathy • Give alternatives of the sam Give alternatives of the sam kind to meet his needs me kind to meet his needs me • Wait for his approval • If he disagree, tell him the t If h di t ll hi th t time when the service will be  ti h th i ill b available. • O d Or describe the nearest plac h ib th t l ce where to find his needs t fi d hi d • Take his telephone number for follow up 7/3/2008 56
  • 57.
    Handling a Demanding Customer Handling a DemandingCustomer • Listen without interruption Listen without interruption • Keep yourself patient and calm • Respond with pleasant, cou Respond with pleasant cou urteous body language urteous body language • Put your talk to minimum • Respond when appropriate R d h i t • Make your client busy to sto op his nagging politely • You may refer him to absorb b his anxiety and handle his  delay 7/3/2008 57
  • 58.
    Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handling 7/3/2008 58
  • 59.
    Making a Positive Making a Positive First Impression e First Impression e 7/3/2008 59
  • 60.
    Seven Easy Ways to Sabotage a first Impression Seven Easy Waysto Sabotage a first Impression 1. 1 Using sloppy language Using sloppy language 2. Using lazy words 3. 3 Giggling Gi li 4. Inappropriate touching 5. Hiding your hands 6. 6 Chewing gum Chewing gum 7. Throat clearing 7/3/2008 60
  • 61.
    Four Rules for Making Four Rules forMaking a Good Impression g a Good Impression g 1. 1 Make your first ten words  Make your first ten words count 2. Tune into others 3. 3 Walk with a purpose lk i h 4. Be impeccably groomed 7/3/2008 61
  • 62.
    Make Your First Ten W Make Your FirstTen Words Count Words Count W • The most effective way to o The most effective way to o open any interaction is to  open any interaction is to send a “thanks” Message • Examples: – “Thank you for taking time to o meet with me this morning, Mr.  Karim” – “It is a pleasure to finally meet with you in person, Mr.  Ahmed” • When possible include the p person name in the first ten  or twelve words of conversa ation 7/3/2008 62
  • 63.
    Tune into Others Tune into Others •Make eye contact Make eye contact • Wear a smile • Your expression can convey energy and motivation OR  i d i i O gloom and depression • Your expression demonstrat te the confidence you have in  yourself • Be vibrant and confident an nd people will respond  p positively y 7/3/2008 63
  • 64.
    Walk in Purpose Walk in Purpose •Whether you are walking to your office or to meet a Whether you are walking to o your office or to meet a  o customer, put some bonus i into your steps • Move with vigor and vitality Move with vigor and vitality y 7/3/2008 64
  • 65.
    Contents Introduction Module 1: Office Etiquette and Protocol Module 2: The Art of Business C d l 2 h f i s Conversation i Module 3: Eight Basic Customer Care Skills Module 4: Handling difficult S Situations Module 5: How to make a pos Module 5: How to make a pos sitive first Impression sitive first Impression Module 6: Telephone Handlin ng 7/3/2008 65
  • 66.
    Telephone Handling e Handling e 7/3/2008 66
  • 67.
    Give  Really Listening Give “ReallyListening g g” • Don’t think so much about what you are going to say in Don t think so much about what you are going to say in  response to the customer, b but rather focus on what he  or she might be really trying or she might be really trying to tell you g to tell you. g • The best way to have your c customers understand you is  to first understand them. to first understand them • Really listen to your custom mers and they will be more  likely to listen to you. lik l li
  • 68.
    Listening Tips Listening Tips • Let the customer know that yyou are interested in what he or  y she has to say. • Ask clarifying questions or po olitely request that he or she  repeat certain things to ensur repeat certain things to ensur your understanding re your understanding. re • Be empathetic to any problem ms the customer tells you  about and listen for what the customer tells you he or she  about and listen for what the customer tells you he or she would like to have corrected. • Remember that it is not what t you say that is as important as  how you say it. Be careful you h i B f l u are not giving the customer  i i h the wrong message by your to one of voice or attitude on the  p phone.
  • 69.
  • 70.
    Building Rapport Building Rapport • Find common interests that ya d t e custo e s a e. d co o te ests t at you and the customer share. you y • Ask the customer about their interests or hobbies. • Inquire about the weather in the part of the country from Inquire about the weather in the part of the country from  which the customer is calling.. • Comment about an upcoming p g g holiday or event that is about  y to take place. m of the customer. • Ask about a local sports team • Comment about the part of th he country that the customer is  from.
  • 71.
    Rapport Building Factoids t Rapport Building Fact toids
  • 72.
    Understanding the Cu Understanding the Cu ustomer • Don’t jump to conclusions or just t assume that you know what the  customer wants. • Ask questions of the customer to o gain a better understanding of  his/her needs. his/her needs. • Find ways to learn more about yoour customers in general. • Do some research of your own. • Keep notes about customer trend ds. • Look on the Internet. • Read articles Read articles. • Find studies on consumers. • Read what your customers read. y
  • 73.
    Understanding the CustomerFactoids u Understanding the Cu ustomer Factoids
  • 74.
    General Tips General Tips • Answerthe phone before 3 rings (make sure to catch Answer the phone before 33 rings (make sure to catch  your breath if needed. Nev ver answer while winded).  • Be prepared by having a ca intake log/form Be prepared by having a ca all intake log/form all • Take one second to adjust, , sit or stand up straight, and  smile. il • Take two seconds to focus on the potential Info the call  will be about. 
  • 75.
    General Tips Cont. General Tips Cont •Do listen to the caller Do listen to the caller • Do be aware of the tone off your voice • Do drop everything else yo ' d i d hi l ou're doing and give your  d i undivided attention to the caller • Do ask questions and showw you care about the caller's  needs. • Do speak clearly and annunciate your words. 
  • 76.
    General Tips Cont. General Tips Cont •Do be aware of the position o your headset's mouthpiece Do be aware of the position o of your headset s mouthpiece of • Do ask permission before put tting your customer on hold • Do check back with your custo Do check back with your custo omer periodically if you need  omer periodically if you need to keep him or her on hold for an extended period of time. • D Do ask permission before tran f i k i i b f t nsferring callers to another  ll t th agent or department • D Do ensure you are well trained d k ll t i ed and knowledgeable enough  l d bl h to handle calls successfully. 
  • 77.
    General Tips Cont. General Tips Cont •When the conversation is co When the conversation is co ompleted, what do you do?  ompleted what do you do? – Make sure that the caller hass no more queries  – Use “Goodbye thank your fo calling ” or some other  Use  Goodbye, thank your fo or calling, or some other or appropriate closing to indicat te the conversation is ended. – Let the caller put down the receiver first so they don't feel Let the caller put down the receiver first, so they don t feel  you have cut them off.
  • 78.
    General Tips Cont. General Tips Cont •Transfer Calls Quickly and Correctly: Transfer Calls Quickly and C – Correct transfer of a call requ uires the one who answers the  telephone to get adequate in telephone to get adequate in nformation for correct referral. nformation for correct referral – When a call must be transfer rred, the most desirable  procedure is to tell the caller procedure is to tell the caller to whom he/she will be r to whom he/she will be  r transferred, “I’ll give you Ms Brown; she handles those  matters; just a moment, plea ase.” – Be sure you are transferring t the caller to the proper person or  department.
  • 79.
  • 80.