This document contains notes from a training session on customer service. It discusses the importance of customer service and relationships in today's competitive business environment. The training covers topics such as keeping existing customers, building emotional connections with customers, managing customer expectations, and adopting a customer-centric approach across the organization. It emphasizes treating customers as people rather than transactions and focusing on long-term customer satisfaction rather than just sales. Golden rules for service companies discussed are developing a unique customer experience, charging for service in a considerate way, implementing a new management model with front-line staff input, and designing simple and friendly customer procedures.
This document provides an overview of key aspects of customer service. It discusses the 6 C's of high performing employees which are competence, commitment, communication, character, courage and contribution. It then covers objectives, organizational culture, trustworthiness, and the communication process as they relate to customer service. The main part of the document focuses on customers, defining internal and external customers, customer service, customer delight, and the types and importance of customers. It also discusses the moment of truth concept and how to handle different customer situations. Finally, it outlines the 5 P's of customer delight which are philosophy, people, process, physical evidence, and passion.
Marketing strategy is focused on understanding customers and their needs. The document discusses defining an ideal customer profile, including their key characteristics and problems to be solved. It also emphasizes developing a strong value proposition centered around customer intimacy and understanding, in order to clearly communicate why people should choose the business over its competitors. The overall goal is to have a marketing approach that deeply understands customers and provides a total solution for their needs.
The document outlines an ACCESS sales program designed to inspire and train retail sales forces. It discusses setting personal goals aligned with organizational goals. It also covers understanding buyer motivations and designing sales processes around the buyer's journey. Key aspects of the sales process include qualifying needs, educating on benefits, using catalysts to generate leads, handling objections, and closing deals.
The document is a booklet on strategic customer centric marketing for small businesses. It discusses developing a customer centric approach by first understanding your values and purpose, then focusing on your customers' needs and experiences at each stage of their relationship with your business. The booklet provides templates and worksheets to help small businesses implement customer centric practices and marketing strategies.
The document discusses the top 10 reasons that a sales team gave for why they think they are successful salespeople. The reasons include: 1) having great customer service and communication skills, 2) being honest, 3) building lasting relationships, 4) listening first before talking, 5) following through on promises, 6) earning customer trust over time, 7) networking, 8) hustling and working hard, 9) knowing the product or industry inside and out, and 10) having a natural gift for sales. The document emphasizes the importance of customer service, honesty, building relationships, listening, following through on commitments, and gaining in-depth knowledge to be successful in sales.
The case study profiles Tim Bishop, the creator of Man with a Van, the first branded removal company in the world. Starting the business while at university providing a relatively pedestrian removal service, Tim was able to expand the business using a business partner to help grow the removal service brand. The summary highlights the key details about the creator, facts about the business, and how it was able to expand from a simple service into a branded company.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
This document provides an overview of key aspects of customer service. It discusses the 6 C's of high performing employees which are competence, commitment, communication, character, courage and contribution. It then covers objectives, organizational culture, trustworthiness, and the communication process as they relate to customer service. The main part of the document focuses on customers, defining internal and external customers, customer service, customer delight, and the types and importance of customers. It also discusses the moment of truth concept and how to handle different customer situations. Finally, it outlines the 5 P's of customer delight which are philosophy, people, process, physical evidence, and passion.
Marketing strategy is focused on understanding customers and their needs. The document discusses defining an ideal customer profile, including their key characteristics and problems to be solved. It also emphasizes developing a strong value proposition centered around customer intimacy and understanding, in order to clearly communicate why people should choose the business over its competitors. The overall goal is to have a marketing approach that deeply understands customers and provides a total solution for their needs.
The document outlines an ACCESS sales program designed to inspire and train retail sales forces. It discusses setting personal goals aligned with organizational goals. It also covers understanding buyer motivations and designing sales processes around the buyer's journey. Key aspects of the sales process include qualifying needs, educating on benefits, using catalysts to generate leads, handling objections, and closing deals.
The document is a booklet on strategic customer centric marketing for small businesses. It discusses developing a customer centric approach by first understanding your values and purpose, then focusing on your customers' needs and experiences at each stage of their relationship with your business. The booklet provides templates and worksheets to help small businesses implement customer centric practices and marketing strategies.
The document discusses the top 10 reasons that a sales team gave for why they think they are successful salespeople. The reasons include: 1) having great customer service and communication skills, 2) being honest, 3) building lasting relationships, 4) listening first before talking, 5) following through on promises, 6) earning customer trust over time, 7) networking, 8) hustling and working hard, 9) knowing the product or industry inside and out, and 10) having a natural gift for sales. The document emphasizes the importance of customer service, honesty, building relationships, listening, following through on commitments, and gaining in-depth knowledge to be successful in sales.
The case study profiles Tim Bishop, the creator of Man with a Van, the first branded removal company in the world. Starting the business while at university providing a relatively pedestrian removal service, Tim was able to expand the business using a business partner to help grow the removal service brand. The summary highlights the key details about the creator, facts about the business, and how it was able to expand from a simple service into a branded company.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
This document discusses how to cultivate happy customers through customer delight. It outlines seven guidelines for customer delight, including delighting employees, educating employees, empowering employees, listening, asking questions, helping and educating customers, and following up. The key takeaways are that building trust through small interactions is important to customer delight; serving people should be the priority; and innovation, communication, and education are the three pillars of customer delight.
Tips on customer relation. How to treat your customers and the ways to convert their needs into want. Power Point Presentation By Moncy Varghese (HRD Trainer, TOP Academy, Kochi)
Maximise Your Reputation in the Marketplace Jason KingMAXfocus
One of the biggest factors in determining how your target market perceives your business relates to the performance of your salespeople.
In this session we will discuss:
How to maintain existing business relationships so that your clients ignore approaches from your competitors
How to effectively prospect for new business without having to cold call
How to prepare and present compelling business proposals (not quotes)
Improvements in these key areas will significantly improve your reputation in the marketplace.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
This document discusses the importance of shifting to a customer-focused mindset in sales. It identifies three common sales mindsets - transactional, product-focused, and customer-focused - and emphasizes cultivating the latter. The key to sales success is developing sales congruence by aligning one's view of selling, abilities, values, commitment to activities, and belief in the product in a customer-centric way. Achieving congruence releases achievement drive and motivation. The document provides tips for developing a positive view of selling and gauging one's current level of sales congruence.
Learn the keys to creating outstanding customer experiences that can lead to sale in this dynamic presentation originally delivered by Deb Brown to farmer's market stand owners.
The document discusses various aspects of prospecting, which is the first step in the sales process. It involves locating and qualifying potential customers. A prospect is a lead that may purchase a product. Successful prospecting requires developing strategies to find prospects that are motivated, have authority, and desire to buy. Maintaining existing customers is important as it is easier than acquiring new ones. The document outlines various prospecting methods and guidelines for developing an effective strategy. It also discusses obtaining sales interviews through phone appointments or in-person meetings.
Inform, don't sell - selling in the social media ageCraig Pickering
Selling has changed with social media...forever.
If you don't recognise this, then your business will suffer and you will lose to those who embrace this new selling technique.
This document provides a summary of Victoria Jane Bundy's qualifications, skills, and work experience. It summarizes her as a talented, creative, confident, and ambitious individual with a proven track record of successfully starting up and implementing new businesses. She has over 10 years of sales experience in various industries, and has consistently exceeded targets and achieved numerous awards and recognitions.
The Value of Developing Relationships in SellingJames Muir
Presentation given in 2012 to the NextGen Healthcare national sales force. On the value of developing relationships and genuinely providing value for clients.
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
This document provides training for sales professionals at Winslow's Custom Buildings. It discusses the qualities of top performers, including dedication and a strong work ethic. It outlines traits that build trust with customers like expertise, respect, credibility, and reliability. The document also reviews how to effectively plan a sales process, handle objections, and close a sale. The goal is to empower salespeople with the skills and mindset needed to succeed in their role.
On this content packed training, You're going to learn my proven formula to double your real estate business, the right way!
I'm not guessing at this, over the last decade I've helped thousands of agents double their business and live more successful, fulfilled lives.
Here's some of what you'll learn...
- How to double your business following this proven model
- What niches gush the most profits in your market
- How to increase your repeat and referral business
- How to systematically grow your business each and every year
- Take out the guess work in acquiring and training team members
Plus much much more!
Customer Retention Methods by Tom CutshallTom Cutshall
This document provides methods for companies to retain customers. It recommends having a reliable support team to help with problems, going the extra mile to impress customers when issues arise, and surveying customers to understand how to improve. A reliable support team that responds quickly and follows up can help earn customer loyalty. Companies should also be creative in finding solutions, offer discounts, and follow up after problems to show customers they care. Surveying customers provides valuable feedback and an opportunity to address any issues before customers leave. Implementing these low-cost methods can help assure an organization's success through regular, loyal customers.
The document provides advice on how to scale a SaaS business by focusing sales efforts on larger enterprise deals. It recommends establishing a professional sales team to target larger customers as what works for smaller deals may not translate to the enterprise level. Going upmarket allows companies to generate more revenue from fewer customers and increase lifetime customer value. Customers are advised to double their average deal size to drive more significant growth. The document also outlines the typical departments and headcount allocation for a 100-person, $10M ARR SaaS company planning to reach $20M ARR.
The document provides advice from a marketing manager to their agency partners on how to best serve clients and win business. Some key points include: take a genuine interest in clients' problems rather than just selling your own credentials; expose clients to new ideas and help them learn; spend time in clients' organizations to better understand their business; and align your agency's success with your clients' success by linking compensation to client metrics. The overall message is that agencies should focus on truly understanding and helping their clients rather than just completing tasks.
This document discusses the "Contribution Factor" as the key to marketing professional services effectively. It outlines seven marketing principles, with the Contribution Factor at the core. The Contribution Factor means providing value to prospects at every stage by focusing on their needs rather than just talking about yourself. The principles discussed are: 1) Marketing as a game to move prospects through stages, 2) Developing an expansive marketing mindset, 3) Using contribution-focused marketing messages, 4) Having contribution-focused conversations, 5) Providing high-value marketing materials, 6) Implementing effective marketing strategies, and 7) Tracking results and refining efforts. The overall message is that focusing on contribution makes marketing easier and attracts the right
Account management is an essential part of running an advertising agency. It involves managing various aspects of the business including clients, projects, costs, negotiations, and agency reputation. Effective account managers have in-depth knowledge of agency processes, clients' businesses, and general business and marketing topics. They act as the link between clients and other parts of the agency, and must balance many competing priorities to ensure projects are delivered successfully.
Getting a qualified lead requires finding the right fit between a company and its employees. The individual must be productive, enjoy their career, and have growth opportunities. It is important to ask fact-finding questions to understand a potential client's needs, problems, and how a solution could help. The goal is to qualify leads by understanding the client situation and determining if the product could resolve their issues.
This intensive 6-hour seminar aims to boost sales staff competence and maximize sales and customer loyalty. The seminar will improve knowledge of advanced sales practices like dealing with problem customers, handling complaints, making add-on sales, negotiation techniques, overcoming objections, and removing conflict from the sales process. Learning methods include discussion, case studies, and one-on-one simulation practice. The seminar is suitable for sales personnel across industries and can be customized for an organization's specific needs and challenges.
How to-create-devoted-customers -acms albania nronennatek7474
The document provides guidance on how to create "devoted" customers. It emphasizes that companies should aim to deliver a consistently "great" customer experience in order to transform satisfied customers into devoted ones. It notes that simply delighting customers is not enough, as expectations will rise over time. The document recommends actively listening to customers, standing out through dramatic differences, addressing complaints, and taking action to provide top-notch service at all times rather than just taking notes. The overarching goal presented is to transform customers from satisfied to devoted through an ongoing commitment to meeting and exceeding their expectations.
This document discusses how to cultivate happy customers through customer delight. It outlines seven guidelines for customer delight, including delighting employees, educating employees, empowering employees, listening, asking questions, helping and educating customers, and following up. The key takeaways are that building trust through small interactions is important to customer delight; serving people should be the priority; and innovation, communication, and education are the three pillars of customer delight.
Tips on customer relation. How to treat your customers and the ways to convert their needs into want. Power Point Presentation By Moncy Varghese (HRD Trainer, TOP Academy, Kochi)
Maximise Your Reputation in the Marketplace Jason KingMAXfocus
One of the biggest factors in determining how your target market perceives your business relates to the performance of your salespeople.
In this session we will discuss:
How to maintain existing business relationships so that your clients ignore approaches from your competitors
How to effectively prospect for new business without having to cold call
How to prepare and present compelling business proposals (not quotes)
Improvements in these key areas will significantly improve your reputation in the marketplace.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
This document discusses the importance of shifting to a customer-focused mindset in sales. It identifies three common sales mindsets - transactional, product-focused, and customer-focused - and emphasizes cultivating the latter. The key to sales success is developing sales congruence by aligning one's view of selling, abilities, values, commitment to activities, and belief in the product in a customer-centric way. Achieving congruence releases achievement drive and motivation. The document provides tips for developing a positive view of selling and gauging one's current level of sales congruence.
Learn the keys to creating outstanding customer experiences that can lead to sale in this dynamic presentation originally delivered by Deb Brown to farmer's market stand owners.
The document discusses various aspects of prospecting, which is the first step in the sales process. It involves locating and qualifying potential customers. A prospect is a lead that may purchase a product. Successful prospecting requires developing strategies to find prospects that are motivated, have authority, and desire to buy. Maintaining existing customers is important as it is easier than acquiring new ones. The document outlines various prospecting methods and guidelines for developing an effective strategy. It also discusses obtaining sales interviews through phone appointments or in-person meetings.
Inform, don't sell - selling in the social media ageCraig Pickering
Selling has changed with social media...forever.
If you don't recognise this, then your business will suffer and you will lose to those who embrace this new selling technique.
This document provides a summary of Victoria Jane Bundy's qualifications, skills, and work experience. It summarizes her as a talented, creative, confident, and ambitious individual with a proven track record of successfully starting up and implementing new businesses. She has over 10 years of sales experience in various industries, and has consistently exceeded targets and achieved numerous awards and recognitions.
The Value of Developing Relationships in SellingJames Muir
Presentation given in 2012 to the NextGen Healthcare national sales force. On the value of developing relationships and genuinely providing value for clients.
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
This document provides training for sales professionals at Winslow's Custom Buildings. It discusses the qualities of top performers, including dedication and a strong work ethic. It outlines traits that build trust with customers like expertise, respect, credibility, and reliability. The document also reviews how to effectively plan a sales process, handle objections, and close a sale. The goal is to empower salespeople with the skills and mindset needed to succeed in their role.
On this content packed training, You're going to learn my proven formula to double your real estate business, the right way!
I'm not guessing at this, over the last decade I've helped thousands of agents double their business and live more successful, fulfilled lives.
Here's some of what you'll learn...
- How to double your business following this proven model
- What niches gush the most profits in your market
- How to increase your repeat and referral business
- How to systematically grow your business each and every year
- Take out the guess work in acquiring and training team members
Plus much much more!
Customer Retention Methods by Tom CutshallTom Cutshall
This document provides methods for companies to retain customers. It recommends having a reliable support team to help with problems, going the extra mile to impress customers when issues arise, and surveying customers to understand how to improve. A reliable support team that responds quickly and follows up can help earn customer loyalty. Companies should also be creative in finding solutions, offer discounts, and follow up after problems to show customers they care. Surveying customers provides valuable feedback and an opportunity to address any issues before customers leave. Implementing these low-cost methods can help assure an organization's success through regular, loyal customers.
The document provides advice on how to scale a SaaS business by focusing sales efforts on larger enterprise deals. It recommends establishing a professional sales team to target larger customers as what works for smaller deals may not translate to the enterprise level. Going upmarket allows companies to generate more revenue from fewer customers and increase lifetime customer value. Customers are advised to double their average deal size to drive more significant growth. The document also outlines the typical departments and headcount allocation for a 100-person, $10M ARR SaaS company planning to reach $20M ARR.
The document provides advice from a marketing manager to their agency partners on how to best serve clients and win business. Some key points include: take a genuine interest in clients' problems rather than just selling your own credentials; expose clients to new ideas and help them learn; spend time in clients' organizations to better understand their business; and align your agency's success with your clients' success by linking compensation to client metrics. The overall message is that agencies should focus on truly understanding and helping their clients rather than just completing tasks.
This document discusses the "Contribution Factor" as the key to marketing professional services effectively. It outlines seven marketing principles, with the Contribution Factor at the core. The Contribution Factor means providing value to prospects at every stage by focusing on their needs rather than just talking about yourself. The principles discussed are: 1) Marketing as a game to move prospects through stages, 2) Developing an expansive marketing mindset, 3) Using contribution-focused marketing messages, 4) Having contribution-focused conversations, 5) Providing high-value marketing materials, 6) Implementing effective marketing strategies, and 7) Tracking results and refining efforts. The overall message is that focusing on contribution makes marketing easier and attracts the right
Account management is an essential part of running an advertising agency. It involves managing various aspects of the business including clients, projects, costs, negotiations, and agency reputation. Effective account managers have in-depth knowledge of agency processes, clients' businesses, and general business and marketing topics. They act as the link between clients and other parts of the agency, and must balance many competing priorities to ensure projects are delivered successfully.
Getting a qualified lead requires finding the right fit between a company and its employees. The individual must be productive, enjoy their career, and have growth opportunities. It is important to ask fact-finding questions to understand a potential client's needs, problems, and how a solution could help. The goal is to qualify leads by understanding the client situation and determining if the product could resolve their issues.
This intensive 6-hour seminar aims to boost sales staff competence and maximize sales and customer loyalty. The seminar will improve knowledge of advanced sales practices like dealing with problem customers, handling complaints, making add-on sales, negotiation techniques, overcoming objections, and removing conflict from the sales process. Learning methods include discussion, case studies, and one-on-one simulation practice. The seminar is suitable for sales personnel across industries and can be customized for an organization's specific needs and challenges.
How to-create-devoted-customers -acms albania nronennatek7474
The document provides guidance on how to create "devoted" customers. It emphasizes that companies should aim to deliver a consistently "great" customer experience in order to transform satisfied customers into devoted ones. It notes that simply delighting customers is not enough, as expectations will rise over time. The document recommends actively listening to customers, standing out through dramatic differences, addressing complaints, and taking action to provide top-notch service at all times rather than just taking notes. The overarching goal presented is to transform customers from satisfied to devoted through an ongoing commitment to meeting and exceeding their expectations.
This document provides instructions for an acquaintance exercise at a workshop. Participants are asked to introduce themselves by stating their name, position, age, marital status, and other relevant details. They are also asked to imagine being a part of a car drawing provided and explain which part they identify with based on their role in their organization. The goal is for attendees to learn more about each other both professionally and personally.
Genesis presentation and basket of servicesnatek7474
The Genesis Group was established in 1958 in Israel and provides human resources and management consulting services internationally. It employs over 400 professionals and has tested over 250,000 individuals. Its services include auditing, profiling, and testing individuals; consulting services for organizations, management, and individuals; training programs in management, communication, sales, and customer service; conducting research; and offering higher education programs in management. The Genesis Group aims to help organizations improve performance and competence through better management of human factors.
Time management 27 ways of what not to do = that will get you out of your m...natek7474
This document outlines 27 ways that managers can waste time and offers suggestions for better time management. Some key points include:
1) Prioritizing tasks based on importance and urgency, rather than just tackling things as they come up. Important tasks should not be avoided or postponed in favor of less important ones.
2) Learning to say "no" to unreasonable requests and avoiding interruptions when concentrating on important work.
3) Keeping a tidy and organized work environment to avoid wasting time searching for things.
4) Delegating appropriate tasks to subordinates rather than taking on too much work yourself.
5) Taking regular breaks to maintain effectiveness and avoid burnout from being "overworked
This intensive 6-hour seminar aims to boost sales staff competence and maximize sales and customer loyalty. The seminar will improve knowledge of advanced sales practices like dealing with problem customers, handling complaints, making add-on sales, negotiation techniques, overcoming objections, and removing conflict from the sales process. Learning methods include discussion, case studies, and one-on-one simulation practice. The seminar is suitable for sales personnel across industries and can be customized for an organization's specific needs and challenges.
1) The document introduces the concept of Adversity Quotient (AQ), which measures how people respond to adversity and predicts success. AQ is determined by assessing Control, Origin, Ownership, Reach, and Endurance of adverse situations.
2) People can be taught to improve their AQ through listening to their responses, exploring origins and ownership, analyzing evidence, and taking action to gain control and limit the impact of adversity.
3) Organizations and leaders also have AQ profiles that impact culture and performance. Assessing and developing organizational AQ can reduce costs from setbacks and improve the ability to adapt to challenges.
Customer Service Procredit Bank Albania Day One Final Version [מצב תאימות]natek7474
Here are a few things that may be happening in this interaction:
1. There is a lack of understanding between the customer and salesperson due to cultural or other differences. Their communication styles, expectations, and ways of expressing needs may not align.
2. Both parties are filtering the interaction through their own perspectives and paradigms without fully considering the other's point of view. This can lead to misinterpretations.
3. Emotions like fear, anxiety, need for approval etc. may be influencing both sides and hindering fully open and honest communication. Both want to present themselves in a certain light.
4. External "noise" like biases, assumptions, environmental distractions are interfering with clear decoding of the
Giáo trình Inbound Marketing của Hubspot.
Điểm cao nhất là Khách hàng Marketing cho Doanh nghiệp.
Hướng dẫn cách làm cho Khách hàng Marketing lại cho Doanh nghiệp
Cung cấp bởi 1ketoan.com
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
Principles to increase customer loyaltyKHOURY George
The document outlines 7 principles for increasing customer loyalty: 1) Know yourself, 2) Follow the golden rule, 3) Establish personal relationships, 4) Build a reputation for reliability, 5) Deliver first-class customer service, 6) Handle complaints well, and 7) Implement loyalty programs. Each principle is explained with examples of how to apply it, such as conducting market visits, training employees, personalizing interactions, responding quickly to issues, and piloting loyalty program strategies. The overall message is that focusing on customer experience, service, and relationships at every step can create highly satisfied, repeat customers and business growth.
Principles to increase customer loyaltyKHOURY George
This document outlines 7 principles for increasing customer loyalty: 1) Know Yourself, 2) Follow the Golden Rule, 3) Establish Personal Relationships, 4) Build a Reputation for Reliability, 5) Deliver First-Class Customer Service, 6) Handle Complaint Management Well, and 7) Loyalty Programs. For each principle, strategies are provided such as using customer journey maps to understand the customer experience, treating customers the way you want to be treated, personalizing interactions, establishing trust through reliability and responsiveness, and going above and beyond to meet customer needs. The overall message is that understanding customers, building relationships, and delivering excellent service at every step will increase customer loyalty and satisfaction.
Presented by Cecilia E. Samson at PAARL’s National Summer Conference on the theme "Superior Practices and World Widening Services of Philippine Libraries", held at Dao District, Tagbilaran City, Bohol, 14-16 April 2010
Practical Strategies to Address the Top 10 Issues Facing Banks TodayIntegrity Solutions
Ideas to shift from a transactional to a customer-focused culture and relationship-based selling. Five qualities of a customer-centered culture. Four questions to gauge where your organization is today.
This document summarizes a workshop on creating compelling value propositions. The agenda covers understanding customer value through exercises on customer jobs, pains, and gains. It discusses assessing whether products and services relieve customer pains and create gains. The workshop teaches rebuilding value propositions based on customer insight and crafting effective messaging. Participants work through worksheets and are given a case study example. The goal is to help attendees develop value propositions that clearly communicate why customers should choose their offerings over competitors.
The document discusses customer delight from a sales perspective. It outlines that customer delight is the process of ensuring customer satisfaction through delivering an experience that exceeds expectations and creates loyalty. It discusses that understanding customers, identifying their needs, establishing the right solutions, addressing queries and objections, and following up are key to achieving customer delight. Customer delight is both a science and an art that requires understanding customers, paying attention to their unique experiences and perceptions, and going above and beyond to satisfy their needs and create unexpected value.
The document summarizes key lessons from a webinar on sales for startups. It discusses challenges startups face in getting first customers and building an effective sales pipeline. It emphasizes the importance of customer centricity, involving customers in building products to test concepts, and collecting feedback to make improvements. The webinar focuses on pricing and positioning, understanding customers, and using customer feedback to enhance products and services. The next webinar will cover additional sales lessons and plans to create an online community and sales campaign for Indian startups.
Matt Heinz, founder and president of Heinz Marketing Inc, presented on secrets for success in professional services firms. The presentation discussed how customers have changed and are now busier, self-educated, skeptical, distrustful, and jaded. It also reviewed lessons from "The Challenger Sale" about how the way companies sell is now more important than what they sell. Additionally, it outlined seven traits of successful services selling: revenue responsibility, focus, customer centricity, personal accountability, technology competence, an agile mentality, and empathy. The presentation concluded by discussing habits to build customer trust and respecting customers.
Customer satisfaction and retention is essential for business success. Unhappy customers will tell many people about negative experiences, while it takes many positive experiences to make up for one bad one. Implementing good customer relationship management like listening, empathizing, apologizing, and taking immediate action to resolve complaints can turn unhappy customers into loyal, long-term customers. Defining business objectives, understanding customer needs and data requirements, collecting customer interaction data, and empowering staff are important aspects of an effective customer relationship management strategy.
Have your customer service representatives started talking politely? Has the call time taken to successfully deal with a customer reduced? Have your started taking the customer complaints seriously?
How To Market a Professional Services FirmPaul Banks
This document provides an overview of marketing strategies for professional services firms. It discusses six core marketing strategies: marketing to new clients, marketing to existing clients, superpleasing, nurturing, courting, and branding. For each strategy, it provides examples of specific tactics and ideas for implementation. It emphasizes focusing efforts on the most effective strategies and consistently implementing tactics over time. The document concludes by recommending professionals commit to their top three strategies from the six discussed to focus their marketing efforts.
Communication with Customers + Customer Feedback = Better CX | SoGoSurveySogolytics
Ready to deliver a better customer experience? Communicate with your customers and act on their feedback, and you'll know how to spend your time and resources.
The document outlines 21 steps to help businesses succeed. It discusses the importance of standing out from competitors, being adaptable to change, understanding that success requires hard work, having self-belief, focusing on improving the business rather than just working in it, paying attention to detail, surveying clients for feedback, continuously learning, building a strong brand, and engaging with customers online through social media. Success requires implementing these lessons and addressing both the business idea and the hard work needed for execution. Ignoring the online business world is a risk for any company.
Business Survival Strategies: Why a Human-Centric Approach to Your Business i...Spodek & Co.
Learn how to apply a human-centric strategic approach to your business, recruitment, and marketing efforts during periods of disruption.
Here's what you need to know
How are you and your business coping in the age of COVID-19?
We’re all having to adapt at an unprecedented pace in order to survive. How your business responds to the pandemic has the potential to reflect on your company for years to come. Three experts in business, recruitment and marketing will discuss approaches to:
Understanding the difference between culture and performance culture and why both are important
Navigating the complexity of human resources and recruitment during a crisis
Defining your brand today while building customer loyalty for the future
Apply these tips and strategies today and be prepared for future disruptions.
My Sales Manager, Inc. works with companies to develop a sales culture where all employees sell and contribute to the company's success. The company assists clients in aligning their employees and resources with marketing and sales plans to increase profits, customer loyalty, and employee satisfaction. With over 25 years of experience developing markets for Fortune 500 companies, the business owner has a passion for helping companies boost revenue and overall profitability through developing an effective sales culture.
Step by Step details of how I recruited 5,000 loan originators and builders, Realtors to refer over 67,000 closed customers in 8 Years for over $27,000,000 Revenue
About Scoreinc.com
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Open session on customer service 3 july 2012
1. natek7474@gmail.
GENESIS - ACMS
Nathan Ronen
1
OPEN WORKSHOP ONOPEN WORKSHOP ON
CUSTOMER SERVICECUSTOMER SERVICE
Trainer: Prof. Nathan Ronen, MBA
“GENESIS” - ACMS
4. natek7474@gmail.
GENESIS - ACMS
Nathan Ronen
4
• The new view of marketing
• The importance of customer service
• What is in it for me Personally?
• Customers, who are they ?
• What and where is CS made?
• How to “deliver”
• Summery
On the Agenda Today :
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GENESIS - ACMS
Nathan Ronen
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WHO ARE WE?WHO ARE WE?
• Who am I ? - facilitator, mentor or trainer ?
• What is our plan for the day ?
• What is the system of our training?
• People who are shy never learn , please
do not hesitate to ask questions, to make
remarks, and to doubt the theories.
• Your working experience is invaluable,
please share it with others.
6. natek7474@gmail.
GENESIS - ACMS
Nathan Ronen
6
IntroductIon toIntroductIon to
customer servIcecustomer servIce In aIn a
most competItIvemost competItIve
WorldWorld
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GENESIS - ACMS
Nathan Ronen
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The New View of
Marketing
• The marketing emphasis today is on
keeping existing customers as well as
getting new ones
• Four principles guide marketing:
– retention: keeping them coming back
– referrals: encourage them to recommend us
– relationships: build an emotional connection
– recovery: solve problems as they arise
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GENESIS - ACMS
Nathan Ronen
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Today’s Environment
• In today’s business environment, customers are
demanding more than ever—expecting to get
what they want when they want it, and often
customizing it to suit their needs. If they do not
get what they seek from one company, they can
easily obtain it from another.
• Organizations are realizing that achieving
customer satisfaction is essential to maintaining a
competitive advantage, but winning customer
loyalty and commitment is challenging.
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GENESIS - ACMS
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Expectations of customers
• Good value products (for price paid)
• Rapid response to enquiries
• Clear and honest information
• Information about suitable products
• Help with general issues or individual needs
• Care and attention during the sale
• Good after-sales service
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Customer-Relationship
Thinking
• The customer-relationship view of
marketing requires some new thinking:
• It is very much a long-term strategy
• Requires that management take the
customer’s view
• The value proposition must be defined
very broadly
• Different measures of success are needed
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GENESIS - ACMS
Nathan Ronen
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The Modern Marketing
Concept
• All planning and operations are designed to create long-
term customer satisfaction: “everyone in the firm is
involved in marketing”
• All of the marketing activities of the organization should
be consistently designed and delivered, and should be
coordinated across departments
• All of the organization’s planning and operations are
customer-oriented, meeting customer needs and
achieving profitability
• All activities are focused on the long-term and designed
to create an emotional connection with customers
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GENESIS - ACMS
Nathan Ronen
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Product Oriented
companies
CEO OF BANK
MORTGAGE DEPT CREDIT DEPT BRNACHES DEPT
BRANCH MANAGER
DURES
LOAN SPECIALIST
CUSTOMER SERVICE
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GENESIS - ACMS
Nathan Ronen
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Structure of a service
oriented BUSINESS
CUSTOMERS
FRONT line
employees
Team
leaders
MIDLLEMIDLLE
MANAGEMENTMANAGEMENT
TOP
MANAGEMENT
Internal orInternal or
external customerexternal customer??How does thatHow does that
effect myeffect my
thinkingthinking
Of my jobOf my job??
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GENESIS - ACMS
Nathan Ronen
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The importance of CSThe importance of CS
• All customers are worth money to a firm
• Satisfied customers :
Return, again and again
Tell their friends
Help to enhance the firm’s reputation
Can provide useful feedback
Help the firm to keep/increase its market share
Increase sales revenue and profits
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GENESIS - ACMS
Nathan Ronen
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The importance of CSThe importance of CS
Don’t forget :
dissatisfied customers also tell their friends
and therefore can ruin a firm’s reputation
and destroy the potential of any expensive
marketing campaign.
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GENESIS - ACMS
Nathan Ronen
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The importance of CSThe importance of CS
• It is 5 times cheaper for a company to
spend money retaining existing customers
and developing customer loyalty than it is
to advertise to attract new customers
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GENESIS - ACMS
Nathan Ronen
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What does it mean inWhat does it mean in
service?service?
• For the last 20 years the western world is talking aboutFor the last 20 years the western world is talking about serviceservice as theas the
added value that will make the difference in service orientedadded value that will make the difference in service oriented
businesses.businesses.
• Recent survey show that although technically they do everything right,Recent survey show that although technically they do everything right,
the satisfaction of clients is diminishing in the last years.the satisfaction of clients is diminishing in the last years.
• It seems that management is stressing more on the” right way “ ofIt seems that management is stressing more on the” right way “ of
doing things (“ red tape”) rather than giving workers the opportunity todoing things (“ red tape”) rather than giving workers the opportunity to
exertexert Emotional Added ValueEmotional Added Value..
•
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GENESIS - ACMS
Nathan Ronen
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4 Golden Rules for a
service company )Prof. Frances 19
19, Harvard business school 2008)
• The techniques that are thought in business
schools now a days, are actually obsolete.
• They were formed when most of the businesses
were of industrial nature, whilst more than two
thirds of the economy now are serviceservice
oriented businesses.
• It is not enough to “talk service”“talk service” or use the
mantra “the customer is always right.”
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Nathan Ronen
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Golden rule no 1. :
Unique ServiceUnique Service
• As a product must be unique to be branded, the creator
of service must engage in customer experiencecustomer experience.
• Each service company must find its USP while focusing:
either cheap prices or excellent service, it not necessarily
goes togather.
• WALMARTWALMART decided that it will appeal to customers who
are looking for good value for money and vast array of
products & bargains, so there are hardly any sales
personnel on the shops floor.
• COMMERCE BANKCOMMERCE BANK has decided to focus on customer
service for those who need service later in the evening
or on weekends, it is not giving better rates.
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GENESIS - ACMS
Nathan Ronen
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Golden rule no 2 :
charge for your service in
a nice manner
• Businesses must find ways to charge for the extra
service in order to be profitable.
• STARBUCKS coffee shops, are charging a different rate
for take away or sit in service, as the customers tend to
sit for hours in the shop with his laptop after purchasing
his cappuccino.
• If they would have put a meter to time customers, that
would create strong objection.
• Another way to save money on service and still be nice,
is letting customers to do it themselvesletting customers to do it themselves, and they will
gladly use it if it gives them a benefit: check in stations
from home or airport with the possibility to set your sit
and choose your meals in advance.
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GENESIS - ACMS
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Golden rule no 3:
new management model
• I strongly recommend that each executive of a
service oriented company will volunteer to work
once a month in the front office as a CS worker.
• This will ensure, that ‘red tape’ or bureaucratic
procedures will be ironed out, and more support
and decision making power will be given to front
desk workers, who encounter every day verbal
violence from customers.
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Golden rule no 4:
Make the work procedures
simple and friendly
• Your customers are not professional, plan
your procedures as simple as possible.
• this applies to an ATM station or a
CHECK IN point, no one likes to feel an
idiot , because it seemed simple to your
IT engineer.
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GENESIS - ACMS
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The “ME” mixThe “ME” mix( Gardner model)( Gardner model)
MY EMOTIONSMY EMOTIONS::
RELATIONS: To please, to be perfect, fear of rejection,RELATIONS: To please, to be perfect, fear of rejection,
fear, anxiety and love, needsfear, anxiety and love, needs
MY PHYSICMY PHYSIC
MY HEALTH, ME AND ME, ME AND YOUMY HEALTH, ME AND ME, ME AND YOU
MY VALUESMY VALUES
INTEGRITY, CORE VALUES, BELIEVES, SPIRITUALINTEGRITY, CORE VALUES, BELIEVES, SPIRITUAL
MY RATIONALMY RATIONAL
Targets, vision, ambitionsTargets, vision, ambitions
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GENESIS - ACMS
Nathan Ronen
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EIEI= Emotional
Intelligence
• The ability to keep a balanced mix of the 4 inner layers
of me.
• Not to let the “automatic pilot” of emotions dictate the
way I run my life.
• Not to make accountancy with the pastpast but to
understand what are my core valuesmy core values and act
accordingly in a pro active way without judgment.
• People are like a 100 dollar bill, however old and torn or
dirty , it still keeps its value .
• "the Optimist and the Pessimist die the same,the Optimist and the Pessimist die the same,
but their quality of life is so different”but their quality of life is so different”
• "The choice is yours, to live like a king or like a slave”
27. natek7474@gmail.
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Nathan Ronen
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Relationship as EI inRelationship as EI in
serviceservice
• Nurture customer relationship , every worker
must be market drivenmarket driven ( including the
cleaning lady or the guard at the entrance) they
too represent your business .
• Retention = Loyalty marketingRetention = Loyalty marketing - find ways to
make your customer want to stay with you and
indifferent to competition offers.
• ““anticipate your customer’s needs andanticipate your customer’s needs and
satisfy it” – American Expresssatisfy it” – American Express
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Emotional SSelling PPoint
• If you check why certain corporate are so
successful while others are not, you find
that the ones who are in the “winners
circle” like VIRGIN AIR or COCA COLA
are connected to a whole set of emotional
images: fun, innovation, integrity .life style,
etc.
• Instead of the usual USPUSP they have
created a ESPESP ( emotional selling point)
29. natek7474@gmail.
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Customer ExperienceCustomer Experience
& Its effect
on the structure of servIce orIented busInessesservIce orIented busInesses.
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CUSTOMER EXPERIENCE-CUSTOMER EXPERIENCE-
VIRGIN AIRWAYSVIRGIN AIRWAYS blue print
• Richard Branson, chairman of Virgin Air said he wants
to have a company where it is fun to work for and that
if employees will be happy customers will no doubtcustomers will no doubt
feel it.feel it.
• His instruction for his Customer Relation Dept are:
1. take work seriously- not yourself.
2. Think in a humoristic way
3. Be first to laugh
4. Laugh with your clients not on them
5. Laugh at yourself and your defaults
6. Think that life is a play
31. natek7474@gmail.
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CS personnel & EICS personnel & EI
• In a competitive world, everyone can copy your product
and manufacture it cheaper, no one can copy the
friendship and good relationship you give to your
customer.
• we are human beings, we are emotional and there are
some things you can not measure like the worth of a
smile.
• When we take our wife/husband to a fancy restaurant on
her/his birthday, we pay more for the ambiance, status,
service, the décor, and for being in love – not the price of
the food.
• Add yourselfyourself to your service, think of your client as a
guestsguests coming to your saloon, it will pay back !
•
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ESPESP for service
personnel
• The added value you can give you
customer interlinked in 3 characteristics:
1. Emotional Connectivity- the ability not only to say
the “right things “ but to be sensitive to the situation and the
specific needs of the client , especially in crisis or complaint.
2. Integrity- the ability to identify with the your values as well as
your work vision whilst bypassing sometimes laws and rules and “
red tape” ( do you have the authority to correct mistakes or do you
have to get permission for every step? )
3. Creativity- the more there are rules and regulations, the
less creative your front desk will be. Use your common sense.
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IAN CARLZONE:
“MOMENT OF TRUTH”“MOMENT OF TRUTH”
• “CUSTOMERS EXPERIENCE IS WHAT
COUNTS”.
Ian Carlzone. ceo SAS
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The Law of Reciprocity
The Law of Reciprocity means:
to give and take mutually;
to return in kind or even in another kind or degree.
"I'll scratch your back if you scratch mine."
Applies in EVERY culture on the face of the earth.
Simply explains that when someone gives you
something you feel an obligation to give back.
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GENESIS - ACMS
Nathan Ronen
37
Law of Reciprocity
• Practicing every day those core values we
learned at home as children
• Courtesy
• Kindness
• Respect
• Honesty
GreatGreat
CustomerCustomer
ServiceService
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GENESIS - ACMS
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Law of Reciprocity
Psychologically it puts us in the driver’s seat…
We are in control of creating the
positive energy to turn a bad
situation into a good one
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Nathan Ronen
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PART 3: Who is our
Customer ?
“A person with whom one has dealings”
Everyone is your customer !!Everyone is your customer !!
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Nathan Ronen
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The Customer
• Is the most important person we will
work with
• Is not an interruption of our work, but
rather, is the reason for it,
• Is an individual with a name and
feelings,
• Is the reason we all have jobs,
• Is not always right, but is still ….
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GENESIS - ACMS
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Types of customer
– private individuals (consumers)
– business customers
– a mixture of both
External customers
(people outside the organisation). These may be:
Internal customers
(people within the organisation) who need information
for an external customer.
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How do we give a
PERFECT service?
• PPolite
• EEfficient
• RRespectful
• FFriendly
• EEnthusiastic
• CCheerful
• TTactful
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GENESIS - ACMS
Nathan Ronen
50
A group of scientists placed 5A group of scientists placed 5
hungry monkeys in a cage andhungry monkeys in a cage and
in the middle, a ladder within the middle, a ladder with
ripe bananas on the top.ripe bananas on the top...
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GENESIS - ACMS
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51
Each time that a monkey wentEach time that a monkey went
up the ladder, the scientistsup the ladder, the scientists
soaked the rest of thesoaked the rest of the
monkeys with cold ICE water.monkeys with cold ICE water.
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GENESIS - ACMS
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After a while, every time aAfter a while, every time a
monkey went up the ladder,monkey went up the ladder,
the rest of the group beatthe rest of the group beat
up the one on the ladder.up the one on the ladder.
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GENESIS - ACMS
Nathan Ronen
53
After some time, noAfter some time, no
monkey dared to go upmonkey dared to go up
the ladder regardless ofthe ladder regardless of
the temptation andthe temptation and
hunger.hunger.
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54
Scientists then decided to
substitute one of the
monkeys. The 1st
thing this
new monkey did was of
course to go up the ladder.
Immediately the other
monkeys beat him up.
(although this time NO coldalthough this time NO cold
showershower)
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After severalAfter several
beatings, the newbeatings, the new
member learned not tomember learned not to
climb the ladder evenclimb the ladder even
though he neverthough he never
understood why.understood why.
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A 2nd
monkey was
substituted and the same
occurred. The 1st
monkey
participated on the beating
for the 2nd
monkey. A 3rd
monkey was changed and
the same was repeated
(beating). The 4th
was
substituted and the beating
was repeated and finally
the 5th
monkey was
replaced.
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What was left was a groupWhat was left was a group
of 5 monkeys that evenof 5 monkeys that even
thoughthough never received a coldnever received a cold
showershower, continued to beat up, continued to beat up
any monkey who attemptedany monkey who attempted
to climb the ladder.to climb the ladder.
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If it was possible to ask theIf it was possible to ask the
monkeys why they would beatmonkeys why they would beat
up all those who attempted toup all those who attempted to
go up the ladder…..go up the ladder…..
I bet you the answer wouldI bet you the answer would
be….be….
““I don’t know – that’s howI don’t know – that’s how
things are done around here”things are done around here”
Does it sounds familiar?Does it sounds familiar?
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59
Don’t miss the
opportunity to share this
with others as they
might be asking
themselves why we
continue to do what we
are doing if there is a
different way out there.
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"Only two things are infinite:"Only two things are infinite:
The universe and humanThe universe and human
stupidity. And I am not sostupidity. And I am not so
sure about the former."sure about the former."
Albert EinsteinAlbert Einstein
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The 10: 90 modelThe 10: 90 model
(Stephen Covey – the seven habits of most effective people)
11..EVENTEVENT
22..PARADIGMPARADIGM
3. EMOTION3. EMOTION
44..REACTIONREACTION
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Media
MessageSenderSender EncodingEncoding
ResponseFeedback
Noise
Decoding Receiver
Elements in the Communication ProcessElements in the Communication Process
MEME
““BUYBUY
THISTHIS””
CUSTOMERCUSTOMER““WHY IS HEWHY IS HE
PUSHINGPUSHING””
WHOWHO
AMAM
II
WHOWHO
AMAM
II
EmotionsEmotions
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WHAT IS HAPPENINGWHAT IS HAPPENING
HERE ?HERE ?
• After you have studied the inter communication
system, you must realize that people ( customers
as well as salesmen ) are hiding their real needs
and wants as well as feelings.
• We want people to like us, we do not like to hurt
their feelings, but internally we develop a liking or
rejection to a customer in accordance to the 3
dimensions of the intercommunication model.
• We shall now see a short movie: ” the parking: ” the parking
lotlot""
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Parking grounds
“CONRAD”CONRAD” shopping
center TIRANA
• Imagine the following situation:
• My name is Armida,Armida, I am 38, work as a
pediatrician specialist in Hospital , I drive a
Mercedes “Super jeep” 2oo8, I live in a
very nice house at Tirana ereTirana ere district.
• My name is Viola,Viola, I am 36, divorced
unemployed, I worked as a cashier in a
shop . I drive a Fiat uno 1995, and I live in
Bregu I LumitBregu I Lumit district of Tirana.
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We are all differentWe are all different
types with wants andtypes with wants and
needsneeds
1. E type
2. P type
3. I type
4. A type
• Please pay attention:Please pay attention:
this is only a
schematic division,
people vary , most of
us are mix of types.
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EENTREPRENEUR TYPENTREPRENEUR TYPE
Dominant type, veryDominant type, very
friendly, when hefriendly, when he
enters the room youenters the room you
feel it, likes to be infeel it, likes to be in
center of things. Fullcenter of things. Full
of ideas, veryof ideas, very
creative, likes tocreative, likes to
listen to himself,listen to himself,
weak listener, needsweak listener, needs
constantconstant
compliments andcompliments and
attention.attention.
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Formal , dominant, likesFormal , dominant, likes
toto rule and in need ofrule and in need of
control.control.
The “ BOSS” type, theThe “ BOSS” type, the
“Butcher” type, does“Butcher” type, does
not enjoy small talk,not enjoy small talk,
no patience forno patience for
feelings and excuses,feelings and excuses,
likes results, waste oflikes results, waste of
time drives him crazy,time drives him crazy,
bottom line person.bottom line person.
Productive typeProductive type
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ANALIZERANALIZER
administrative typeadministrative type
• Not a dominant type, likes to
gather information, prefers
data to people, takes life
very seriously, likes to ask
lots of questions, very
suspicious and hesitant,
difficult for him to make
decisions, conservative,
When asked to describe a
projects, brings lot of
statistics, research results ,
details , details...
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IntegrativeIntegrative
TypeType
Not dominant, shy andNot dominant, shy and
delicate, good listener,delicate, good listener,
hates chaos andhates chaos and
disharmony, in order fordisharmony, in order for
everybody to be in peaceeverybody to be in peace
will give up his ownwill give up his own
wants, togetherness iswants, togetherness is
very important, discretevery important, discrete
-everybody comes to tell-everybody comes to tell
him their secrets, needshim their secrets, needs
assurances.assurances.
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E Type - whatE Type - what
motivatesmotivates him?him?
What motivates him?What motivates him?
Creative and innovative works,Creative and innovative works,
competition, being in thecompetition, being in the
center of attention ,center of attention ,
compliments, to lead, shortcompliments, to lead, short
tem targets, credit to histem targets, credit to his
ideasideas
What is difficult for him ?What is difficult for him ?
Routine, monotonous work,Routine, monotonous work,
lots of technical details, nolots of technical details, no
attention or credit to hisattention or credit to his
work, long term taskswork, long term tasks
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P Type -P Type -
what motives him?what motives him?
What motives him?What motives him?
efficiency , reason andefficiency , reason and
rational ,concrete targets,rational ,concrete targets,
challenges andchallenges and
competition, results andcompetition, results and
controlcontrol
What is difficult forWhat is difficult for
him?him?
Too many details, non
relevant information,
inefficiency, waste of
time, emotions.
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A type-
what motives him?what motives him?
What motives him?What motives him?
Details, statistics, results ofDetails, statistics, results of
research, routine , veryresearch, routine , very
suspicious , schedule,suspicious , schedule,
clear and specific tasks,clear and specific tasks,
procedures and rules ,procedures and rules ,
order.order.
What is difficult forWhat is difficult for
him?him?
Vague situations,
change, innovation
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I typeI type
What motives him?What motives him?
Helping and servingHelping and serving
people, harmony,people, harmony,
togetherness,togetherness,
emotions, awareness toemotions, awareness to
details in style,details in style,
recognitionrecognition
What is difficult forWhat is difficult for
him/ her ?him/ her ?
Disharmony, gossip,Disharmony, gossip,
noisy and loud people.noisy and loud people.
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How to make use of thisHow to make use of this
Model?Model?
• E type-E type- listen to him , laugh from his jokes, compliment him onlisten to him , laugh from his jokes, compliment him on
his sense of humor, let him feel that all god ideas are derivinghis sense of humor, let him feel that all god ideas are deriving
from him,from him, focus him gently.focus him gently.
• P type- “P type- “let us get to the point the benefits of this productlet us get to the point the benefits of this product
are….. , I see that you are in a hurry, bottom line of the matterare….. , I see that you are in a hurry, bottom line of the matter
is….” .is….” . listen and let him feel he is in controllisten and let him feel he is in control..
• A type –”A type –” last research proved that……….. We have here
statistics about it……would you like to read about this product
at home? I am here for you should you have more questions.
do not push himdo not push him..
• I type-I type- please help me on this, let us do it togather, let us flow
with it and think about this in the best ways for both of us. Easy
and gently .
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no customer is one type!no customer is one type!
We are all a mix of types with aWe are all a mix of types with a
dominant characteristicdominant characteristic
what happens if you anwhat happens if you an EE type and enterstype and enters
a customer ofa customer of PP type?type?
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ADULTADULT
• Rational figure,
focused, here and
now, facts and figures,
assertive.
• Usually a balanced
personality.
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•Emotional figure , feels
that he constantly has to
defend himself against
authority, revolting child or
conforming child,
manipulative, spoiled.
Loves toys or gadgets,
easy to please but easily
insulted.
•Passive aggressive
CHILDCHILD
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ParentParent
Adult
Child
adult
child
what does it dowhat does it do??
How Much for itHow Much for it??
It will save youIt will save you
time and the costtime and the cost
is only 5000 lekis only 5000 lek..
BuyerSalesman
ParentParent
Good transactionGood transaction
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ParentParent
Adult
Child
adult
child
I kept the last one
kept the last one
especially for you
especially for you
BuyerSalesman
ParentParent
Good transactionGood transaction
W
ow
! Its wonderful of you, you
W
ow
! Its wonderful of you, you
spoil me
spoil me
……
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ParentParent
Adult
Child
adult
child
I kept the last one
kept the last one
especially for you
especially for you
BuyerSalesman
ParentParent
Bad transactionBad transaction
Don’t bullshit m
e
I am
not a
little
Don’t bullshit m
e
I am
not a
little
girl
girl
……
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parent
Adult
Child
Covert dealCovert deal
BuyerSalesman
Two last like this in stockTwo last like this in stockIts on sale now and it finishes today
Its on sale now and it finishes todayOk I will take them
both
Child
Adult
parent
1
2
3
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parent
adult
child
Unbalanced dealUnbalanced deal
buyerSalesman
2.this car is toothis car is too
expensive for meexpensive for me
For you
I shall give you
a
special discount
child
adult
parent
11.
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ParentParent
Adult
Child
adult
child
I kept the last one
kept the last one
especially for you
especially for you
BuyerSalesman
ParentParent
Bad transactionBad transaction
Don’t bullshit m
e
I am
not a
little
Don’t bullshit m
e
I am
not a
little
girl
girl
……
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GENESIS - ACMS
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98
Customer service features
• Products/ServiceProducts/Service – quality, safety,
packaging, clear information
• StaffStaff – attitude, dress, communication skills
• PremisesPremises – cleanliness, access, facilities
• DeliveryDelivery – reliability, speed, availability
• After-sales careAfter-sales care – complaints, returns,
repairs, guarantees
• Other featuresOther features – payment methods, advice
lines, staff training etc
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Customer satisfaction
It is measured byIt is measured by:
• Analysing sales performance
• Recording the number of complaints/returns
• Making comparisons with competitors
This occurs when customer expectations and
needs are met over and over again.
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Investigating customer
service
Always remember:Always remember:
• Key features vary, depending upon the type of
organisation and its customers
• No business can please everyone all the time –
though they should try!
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Customer feedback
Why is it so important ?
It helps to inform the company
for the future so it can
improve products/services
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Feedback obtained by:
• On the spot questions by staff
• Observation of customers
• Questionnaires
• Customer panels/focus groups
• The website (eg pop-up questionnaires)
• E-mails and email questionnaires
• Complaints
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A Few Tips:
• Practice what you preach
– I have to be the role model
• You get a lot further with sugar than
vinegar
– In other words – the more challenging the
customer the sweeter you become – “kill’em
with kindness”
• External and internal service are equally
important
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A Few Tips:
• Common sense goes a long way
– Sometimes rules are made to be broken
• Regardless of one’s role in an
organization – it is everyone’s
responsibility to serve the customer
• What you say about your employer in
public will have a lasting effect – both
positive and negative
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A Few Tips:
• Exceed the customers expectations –
these days it doesn’t take much!
• If someone gives you great service – let
them know it – often times we only report
the bad stuff!
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A Few Tips:
• Listening skills are #1!
Give your full attention –
• Stephen Covey says, “Seek first to
understand, then to be understood.”
• Listen with the intent to understand rather than
with the intent to respond.
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A Few Tips:
• Exercise Empathy not Sympathy
– Empathy means you understand the point of view –
not necessarily that you agree with it.
• Listen with your eyes, and your ears
– Sometimes it is not WHAT is said but HOW it is said
• Rephrase content – Reflect Emotion
– “In other words what I hear you saying is…and what it
seems you are feeling is….is that about right?
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One last note…
I would like to leave you with this to think
about to take back to your workplace…..
www.simpletruths.com/simpletruths/a.aspx?
af=219&mo=stsr
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Summary
Customer service:Customer service:
• Comprises all the appropriate services to
help, advise and assist customers
• Is important for business success
• Has key features which vary, depending upon
the business
• Aims to keep customers satisfied – and loyal
• Needs trained, well-informed staff
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Summery
From My Personal Perspective
Customer Service
Is not…..
just another initiative
It is…
a way of life and a personal philosophy!