Day Two Quality Customer Carei


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Day Two Quality Customer Carei

  2. 2. <ul><li>“ Take no customer for granted. Let them know how important they are.” </li></ul><ul><li>- Achieving Excellence through customer </li></ul><ul><li>service </li></ul>
  3. 3. COMMUNICATION AND INTERPERSONAL SKILLS <ul><li>DEFINITION OF COMMUNICATION </li></ul><ul><li>  </li></ul><ul><li>Communication is defined as passing of </li></ul><ul><li>information and understanding from one </li></ul><ul><li>person to another. </li></ul><ul><li>It is the means whereby people in an organization </li></ul><ul><li>exchange information regarding the operations of the </li></ul><ul><li>organization. </li></ul>
  4. 4. IN MANAGEMENT YOU COMMUNICATE TO… <ul><li>Get things done </li></ul><ul><li>Pass on and obtain information </li></ul><ul><li>Reach decisions </li></ul><ul><li>Achieve joint understanding </li></ul><ul><li>Develop relationship </li></ul>
  5. 5. BARRIERS TO EFFECTIVE COMMUNICATION <ul><li>Language: The choice of words or language in which a sender encodes a message will influence the quality of communication </li></ul><ul><li>Defensiveness, distorted perceptions, guilt, </li></ul><ul><li>project, transference, distortions from the past </li></ul><ul><li>Misreading of body language, tone and other </li></ul><ul><li>non-verbal forms of communication </li></ul><ul><li>Noisy transmissions (unreliable messages, </li></ul><ul><li>inconsistency) </li></ul>
  6. 6. <ul><li>Receiver distortion : selective hearing, ignoring non-verbal cues </li></ul><ul><li>Power struggles </li></ul><ul><li>Self- fulfilling assumptions </li></ul><ul><li>Manager hesitation to be candid </li></ul><ul><li>Assumptions – e.g. assuming others see situation same as you, has feeling as you </li></ul><ul><li>Distrusted source, erroneous translation, value judgment,state of mind of two people </li></ul>
  7. 7. <ul><li>Perceptual biases : people tend to stimuli in the environment in very different ways. We each have shortcuts that we use to organize data </li></ul><ul><li>Interpersonal Relationships : How we perceive communication is affected by the past experience with the individual </li></ul><ul><li>Cultural Differences : Effective communication requires deciphering the basic values, motives, aspirations, and assumptions that operate across geographical lines </li></ul>
  8. 8. STRATEGIES FOR EFFECTIVE COMMUNICATION <ul><li>Be respectful and professional </li></ul><ul><li>Listen intently to the other person </li></ul><ul><li>Try to understand the other person’s viewpoint </li></ul><ul><li>Acknowledge the other person’s thoughts and feelings </li></ul><ul><li>Be Cooperative </li></ul><ul><li>Look for shared concerns </li></ul>
  9. 9. <ul><li>State your feelings </li></ul><ul><li>Don’t take things personally </li></ul><ul><li>Learn to say, “ I was wrong”. </li></ul><ul><li>Do not feel pressured to agree instantly </li></ul><ul><li>Think about possible solution before meeting </li></ul>
  10. 10. THE LANGUAGE OF POSITIVE COMMUNICATION <ul><li>Use peoples Names - People appreciate your repeated use of their name. </li></ul><ul><li>Show respect for others – Make sure that you match the name to the right face </li></ul><ul><li>Positive relationships start with fellow workers – Create a positive environment by giving positive feedback to your fellow workers </li></ul><ul><li>  </li></ul>
  11. 11. <ul><li>Being prompt and efficient really counts – Recognize other people time is valuable </li></ul><ul><li>People appreciate explanations – Giving a person an honest, straight-forward explanation of a difficulty is quality service </li></ul><ul><li>Say “Thank You!” and Smile </li></ul><ul><li>Voice Tone - Use pleasant , jovial tone of voice </li></ul><ul><li>  </li></ul><ul><li>  </li></ul>
  12. 12. HOW BODY LANGUAGE CONVEY’S ONE’S ATTITUDE <ul><li>Slouching – it is read by other people as a sign of boredom, of not caring about what they’re really saying </li></ul><ul><li>Arms closed over the chest indicates a closed mind, one that isn’t open to information </li></ul><ul><li>Making eye contact while talking shows trust and honesty </li></ul><ul><li>Smile – a smile is a powerful form of body language that is powerful </li></ul>
  13. 13. Exercise <ul><li>What can you do to improve the first impressions you make on others? </li></ul><ul><li>What communication skills would you like to improve upon? </li></ul><ul><li>In which situations do you find yourself communicating in a negative manner? </li></ul>
  15. 15. <ul><li>“ A chain is only as strong as its weakest link.” </li></ul><ul><li>-Achieving Excellence through customer service. </li></ul>
  16. 16. TEAM BUILDING AND IMPROVING INTERPERSONAL SKILLS <ul><li>WHAT IS A TEAM? </li></ul><ul><li>It is a group of people working together </li></ul><ul><li>towards a common goal. </li></ul>
  17. 17. WHAT IS TEAM BUILDING? <ul><li>It is enabling the group to realize its objectives. </li></ul><ul><li>It is the interaction among members of work teams to learn how each other think and works. </li></ul><ul><li>TEAM WORK - is about individuals working together to accomplish more than they could alone- and then sharing the rewards </li></ul>
  18. 18. STAGES OF TEAM BUILDING <ul><li>Identify the team </li></ul><ul><li>Clarify team goals </li></ul><ul><li>Identify the issues which inhibit the team from reaching their goals </li></ul><ul><li>Address those issues, remove the inhibitors and enable the goals to be achieved. </li></ul>
  19. 19. BENEFITS OF TEAMS <ul><li>They help people cope more effectively with change </li></ul><ul><li>They enable work and effort to be divided </li></ul><ul><li>  They generate more possible solutions to problems </li></ul><ul><li>  They minimize mistakes, as members can spot and correct each other’s errors </li></ul><ul><li>  They can increase motivation </li></ul>
  20. 20. Benefits of Teams contd… <ul><li>Increased organizational productivity and creativity. </li></ul><ul><li>Greater involvement, commitment, loyalty </li></ul><ul><li>Better use of diverse talents, knowledge, and experience </li></ul><ul><li>Improved decision-making in future </li></ul>
  21. 21. DETERMINANTS OF TEAM EFFECTIVENESS <ul><li>Common goal focus </li></ul><ul><li>Length and stability of membership </li></ul><ul><li>Dependence of members on the team </li></ul><ul><li>Size of the team to assure close interaction </li></ul><ul><li>Ability and willingness to fight outside threat (e.g. competition) </li></ul><ul><li>Charisma </li></ul>
  22. 22. Three Types of Challenges <ul><li>1. Work Priority Conflict </li></ul><ul><li>2. Co-Worker Conflict </li></ul><ul><li>3. Systems and Procedures Conflict </li></ul>
  23. 23. Handling Challenges <ul><li>1. Do not take it personally </li></ul><ul><li>2 . Listen with interest </li></ul><ul><li>3. Empathize </li></ul><ul><li>4. Ask questions to clarify </li></ul><ul><li>5. Apologize </li></ul><ul><li>6. Offer alternatives </li></ul><ul><li>7. Take steps to solve the problem </li></ul><ul><li>8. Thank the guest </li></ul><ul><li>9. Follow through to ensure satisfaction </li></ul><ul><li>10. Celebrate your success </li></ul>
  24. 24. Challenging Situations <ul><li>Do not take the problem personally </li></ul><ul><li>but </li></ul><ul><li>take personal responsibility </li></ul><ul><li>for solving the problem! </li></ul>
  25. 25. Listening <ul><li>By Listening: </li></ul><ul><li>You are better equipped to hear what the actual problem is </li></ul><ul><li>You are better able to solve the problem </li></ul>
  26. 26. Empathy <ul><li>By Empathizing You Show: </li></ul><ul><li>You care </li></ul><ul><li>You understand </li></ul><ul><li>You really want to help </li></ul>
  27. 27. Thank the Guest <ul><li>Thanking the guest </li></ul><ul><li>shows that you are dedicated </li></ul><ul><li>to making things right </li></ul><ul><li>so that the guest has a pleasant stay and returns in the future. </li></ul>
  28. 28. Follow Through to Completion <ul><li>Ensure that the </li></ul><ul><li>problem is resolved </li></ul><ul><li>and the customer </li></ul><ul><li>is happy and satisfied </li></ul>
  29. 29. Congratulate Yourself For Your Efforts <ul><li>Celebrate your success </li></ul><ul><li>Learn from the experience </li></ul><ul><li>Enhance self-respect </li></ul><ul><li>Excel at customer satisfaction </li></ul>
  30. 30. “ Finally, we have to respect our customers, learn to love them, and eventually we will adore them.” Stanley Marcus There is no other way!!!
  31. 31. Exercise <ul><li>What are the benefits of team work in Crown Berger Kenya ltd to you? </li></ul><ul><li>what do you do when you find you cannot keep a promise to a customer? </li></ul><ul><li>How do you think your co-workers would describe you? What are four words they might choose? (e.g. organized, efficient, good natured, moody, prompt, neat, quick-tempered) </li></ul>