3. Know Your Sales Expert
Know Your Trainer: James Mwang’amba
Corporate Trainer, Customer Experience Expert,
International Speaker & 3 X Author
15 years experience in Staff Development & Business
Consultancy
Has consulted for over Corporates in E.A;
NBC Bank, NMB, CRDB, Vodacom, E.A Breweries,
Jubilee Insurance, US Embassy, Amref, JNIA etc
President African Trade Network
M.D Mwancom Consult & Training Co LTD
11. • ANYTHING YOU HOLD TO BE THE TRUTH
• BELIEFS ARE UNQUESTIONABLE
COMMANDS TO THE BRAIN
12. .
•Whatever you believe, with EMOTION
becomes your reality!
•You do not necessarily believe what you
see, but you see what you have already
decided to believe
‘Your actions are then an expression of your
beliefs’
29. .
Your ability to discipline
yourself "to do what you
should, when you should
do it, whether you feel like
it or not," is the key to
becoming a great person
and living a great life.
42. Productivity Exercise
• Draw up the Stephen Covey’s Time
Management Matrix and fill in with both
your personal and professional life’s
activities
43. ADDITIONAL TIPS TO HELP
YOU BECOME MORE
PRODUCTIVE
• 1. DISCIPLINE
“The ability to do what you have to do
when you have to do it, whether you
feel like it or not” – Elbert Hubbard
44. TIPS CONT…….
2. ACCEPT CRITISIM
We are never educated or
informed enough.
Be open to new ways,
methods of doing things,
search for more alternatives.
Some time criticism is
the best teacher.
45. TIPS CONT…….
3. ACCEPT AND EMBRACE CHANGE
Don’t be rigid, change is inevitable hence be pro-active about it.
46. 4. LEARN FROM FAILURE
“Only those who dare to fail greatly can ever achieve greatly” – Robert
Kennedy
47. TIPS CONT…….
5. INVEST IN PEOPLE
A good healthy relationship with co-workers, fellow
employees or community at large is your first capita
For your own success to be real, it must contribute
to the success of others! – Eleanor Roosevelt
48. TIPS CONT…….
6. SEEK HELP
Be strong enough to stand alone, smart enough to know
when you need help, and brave enough to ask for it.
“We ask for help not because we are weak but we
want to remain strong” – Les Brown
49. TIPS CONT…….
7. USE YOUR ENVIRONMENT
Understanding your surroundings could prove to
be the key towards your productivity.
50. TIPS CONT…….
8. ACKNOWLEDGE PROGRESS
There is nothing greater than-self esteem, and self
appraisal. It directly shows you that you are on the right
course, it boosts efficiency and increases the drive to
push further.
51. TIPS CONT…….
9. SEE TASKS THROUGH
These will help you focus on the bigger goal, sharpen
your decision making, provide information, provide
motivation, and provide direction.
“The great thing in this world is not so much where
we are, but in which direction we are moving” –
Oliver Wendell Holmes
52. TIPS CONT…….
10. GIVE BACK
Whenever we are in a position to touch other people’s
lives, we get the sense of responsibility that reminds us
of where we have come from and what life really means.
“What is the essence of life? To serve others and to
do good” - Aristotle
55. It improves trust.
It saves money and increases profit.
It improves customer retention thus low
attrition rate.
Why Should MASUMIN Provide
Excellent Customer Service?
56. .
Differentiate us from other organizations
Improve our company’s image in the eyes of
the customer.
Increase customer satisfaction
Minimize price sensitivity
Why Should MASUMIN Provide
Effective Customer Service..cont?
57. “Quote”
If you do not take care of your customers;
some one else will.
Dick Maslow
58. THE MAIN REASONS WHY
CUSTOMERS QUIT OR SWITCH TO
OTHER BUSINESSES?
59. Customers do not feel appreciated.
Customers are not able to speak to a
person who can provide them the answers
they are looking for.
60. Customers experience rude and unhelpful
employees.
Customers are being passed around to
multiple people.
Customers are put on hold for
unreasonable lengths of time!
68. .
• It will make you feel better
about your job
• It will make you feel better about
yourself
• If you don’t service customers
well, you may lose your job
70. • Customer service is basically one piece of
the puzzle — focused on human
interaction and directly supporting
customers — whereas customer
experience is the sum of the entire
customer journey with our business and
exceeding their expectations.
72. • External customers are those that
actually buy our company's products or
services.
• Internal 'customers' are people in our
company/organization or a colleague that
we provide our services to in order to
deliver our company's products or
services.
101. INITIAL GREETING
• In your initial greeting, identify the
organization, the department, and
yourself. Be careful about verbal
shorthand or internal jargon.
102. TRANSFERRING TELEPHONE CALLS
• A call should only be transferred when
the person transferring it cannot help
the caller and is reasonably sure the
person to whom the call is transferred
will be able to help the caller.
103. PUTTING CALLERS ON HOLD
• If you are handling a call and you must
put the caller on hold, ask their
permission and explain why you are
putting them on hold.
104. PROGRESS REPORTS
• A progress report means informing the
waiting person what progress is being
made on the call.
105. PROPER RETURN TO THE LINE
• Attract the person’s attention by calling
them by name or using a suitable
introductory expression
• Thank them for waiting
106. TAKING A MESSAGE
Messages should be:
• Error free
• Delivered to the intended recipient as
soon as possible
107. Taking messages Accurately and
Completely
• Keep a pad handy.
• Write while you are on the line.
• Request, don’t demand information.
• Verify spelling.
• Get the first name too.
• Give feedback for verification.
108. WHAT TO RECORD
• To whom
• From whom
• Where
• What
• Why
• By whom
• When
109. OTHER TIPS
• Listen attentively to the message
• Check to be sure all telephone numbers
are correct
• Verify spelling of difficult names
111. A QUICK FORMULA TO PRACTICE
• Prepare to hear the name
• Write it down immediately
• If you miss it, ask the person to repeat it
• Repeat the name immediately in your
next comment
• Use the name occasionally in the
conversation
• Thank the person and use the name
again as you are parting
113. YOUR TELEPHONE VOICE
• Speak at the right volume
• Use a pleasant, friendly tone
• Do not talk too quickly
• Have a SMILE in your voice
114. FORMAT FOR CLOSING
• Summarize the main ideas of your call
• End with a courteous closing e.g:
- Is there anything else I can do for
you?
- It was nice talking to you
- Thank you for calling
115. MANAGING THE TALKATIVE CUSTOMER
• Ask closed questions.
• Use space control: interrupt when the caller pauses.
• Provide minimal response.
• Prioritize calls
• Process calls in order
• Record incoming calls when appropriate.
• Allow caller to hang up first.
• Process call immediately.
116. .
• Neat and tidy
• Rest rooms clean and fresh
smelling
2. APPEARANCE OF FACILITIES
125. .
Customer Complaints
Appropriate response to customer
complaints is essential to a business.
A customer with a complaint that is
resolved is more likely to return than a
dissatisfied customer who doesn’t voice
any complaints.
126. .
The average customer with an
unresolved complaint will tell 9 to 10
other people.
For every complaint received, the
average company has 26 unhappy
customers that don’t complain.
129. .
Apologize to the customer and then
master the proper way of behaving
around customers.
.
The employee helping me was
very rude.
130. .
I feel like none of the employees want to help
me.
Make sure that when a customer first
comes in, one person greets them and
continues to help
131. .
Apologize and then fix the problem. If you
are a manager/supervisor, sit down
employees and make sure they understand
what they can do to fix that problem when it
arises again. And if they cannot, advise
them to seek a manager.
He / She doesn’t know what to do.
132. You need to solve this problem ASAP!
Having a customer come back
repeatedly for the same problem is
dangerous and unfair to them. Make
sure that the problem is addressed and
will not occur again.
I keep coming back with the same
problem. When will it be fixed?
133. .
Help the customer through the process by
taking the time to explain exactly what you
want to do, and walk the customer through
the steps.
I feel like I don’t have a choice in the
matter, the employee is making the
decision for me.
134. .
This is the most deadly problem that
can arise.. Do your best to show your
concern for their problems and
promptly fix them.
Nobody seems to care for my
problem.
136. .
Readily complains, often loudly and at length.
Your response: Listen completely.
What not to do: Be aggressive in return. This
customer does not respond well to excuses or
reasons why the product or service was
unsatisfactory.
Always follow company policy.
1. The Aggressive
Customer
138. .
Expects the absolute best and is willing
to pay for it. Likely to complain in a
reasonable manner.
Your Response: Always listen
respectfully and actively question to fully
determine cause.
Always follow company policy.
2. The High-Roller
Customer
139. .
3. The Rip-Off Customer
Their goal is not to get the complaint satisfied
but to win by getting something that is not
entitled to be received. Often replies with a
repetitive “not good enough” response.
Your Response: Remain objective. Use
accurate data to back up your response. Be
sure the adjustment is within the range of what
the organization would normally do.
Always follow company policy.
140. .
Never satisfied, feels there is always
something wrong.
Your Response: Extreme patience is
required. Listen carefully and never get
angry. It is best to give sympathy, a sincere
apology, and a promise to correct the
situation.
4. The Chronic Complainer
141. .
Generally, will not complain. Most
dangerous to businesses because they
will most often complain to others.
Your Response: Must work hard at
soliciting comments and complaints to
act appropriately to correct those
problems.
5. The Meek Customer
144. .
1 Receive & classify
Ensure that all potential issues are
captured by the organisation, and
classified for escalation, review and
action as required.
145. .
2 Acknowledge
Ensure that every complaint receives a
formal written acknowledgement,
containing an expectation of when
they will receive a response, and the
person dealing with it
146. .
Investigate
Follow up all aspects of the
complaint, both internal and
external, to ensure that the key
facts are identified and clarified
147. .
4 Resolve & Confirm
Ensure that the final resolution
is clear and fair. Also confirm
the proposed action and
resolution with another senior
person.
148. .
5 Respond to Customer
Provide the customer with the
resolution within the time
scales promised
149. .
6 Follow up
Ensure that complaints are
followed up to confirm that
customers are satisfied with the
response given.
150. .
QA & Close
Ensure that the organisation as a
whole is aware of complaints and
any underlying issues. Plan actions
to remove these and prevent future
recurrence.
154. .
Good customer service is important for
ensuring that customers are satisfied
Customer complaints are important for a
company because they help make the
company better
It is important to understand the different
types of customers and how to handle each
one
A customer with a complaint that was
solved is much more likely to return to the
business again
155. .
DO IT RIGHT FIRST
TIME;
DO NOT EXPAND THE
COMPLAINTS
DEPARTMENT !!!
