Power point session 3
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Transcript of Power point session 3
Establish Contact with Customers
Initial Greeting MOST important
Face to Face greetings
SMILE
GAIN AND MAINTAIN EYE CONTACT INTRODUCE ONE SELF : GOOD MORNING / AFTERNOON HELLO I’M ……. I AM YOUR……
INITIAL GREETING
ATTENTIVE AT ALL TIMES
OPEN BODY LANUAGE GESTURES
MAINTAIN EYE CONTACT
BODY LANGUAGE
BODY LANGUAGE
SMILE, EYE CONTACT GREETING CUSTOMER BY NAME NOT INTERUPTING WHILE THEY SPEAK OFFERING TO ASSIST OFFER ADDITIONAL SERVICES WHERE
APPROPRIATE BE ALERT TO ANY SPECIAL NEEDS THANK THEM FOR THEIR CUSTOM SAY GOODBYE & ENCOURAGE THEIR RETURN
ESTABLISH RAPPORT WITH CUSTOMERS
FRONT DESK FIRST IMPRESSIONS
VIDEO
PROVIDE OPPORTUNITY TO LEARN WHAT THE CUSTOMER REALLY THINKS
HELP TO PREVENT SIMILAR PROBLEMS OCCURING AGAIN
OFTEN OPEN A COMMUNICATION CHANNEL TO REVEAL OTHER CONCERNS
DIFFICULT CUSTOMER SITUATIONS “COMPLAINTS”
DIFFICULT CUSTOMER SITUATIONS “THE IRATE CUSTOMER”
THE FOLLOWING SIX STEPS WILL HELP YOU SUCCESSFULLY MANAGE THE IRATE CUSTOMER
D-E-F-U-S-ETHE IRATE CUSTOMER
“D” IS FOR “DON’T LOSE YOUR COOL”
DON’T TAKE THINGS PERSONALLY LISTEN TAKE NOTES STAY COMMITTED TO THE CUSTOMER
D-E-F-U-S-E
“E” IS FOR “ENCOURAGED VENTING”
LISTEN DON’T INTERUPT GIVE “VERBAL NODS”
D-E-F-U-S-E
“F” IS FOR “FOCUS ON FEELINGS”
USE EMPATHY APOLOGISE BLAMELESSLY ON BELHALF OF
THE BUSINESS / COMPANY OFFER TO HELP
D-E-F-U-S-E
USE EMPATHY WHEN A CUSTOMER IS EXHIBITING A STRONG EMOTION
KEEP A CALM AND UNDERSTANDING TONE
BE GENUINE
TIPS FOR USING EMPATHY
“U” IS FOR UNCOVER THE FACTS
ASK QUESTIONS
FILL IN THE INFORMATION GAPS
D-E-F-U-S-E
“S” IS FOR “SUGGEST A SOLUTION”
DON’T MAKE EXCUSES FOR THE PROBLEM KEEP THE CUSTOMER INVOLVED LET THE CUSTOMER KNOW WHAT YOU
INTEND TO DO TO SOLVE THE PROBLEM
D-E-F-U-S-E
“E” IS FOR “END POSITIVELY BY CHECKING”
MAKES SURE THE CUSTOMER UNDERSTANDS THE ACTION PLAN
THANK THE CUSTOMER
D-E-F-U-S-E
HOMEWORK ACTIVITY –
PROVIDE DETAILS ON CUSTOMER ISSUES OR COMPLAINTS YOU HAVE DEALT WITH AND SOLUTIONS OFFERED
QUESTIONS ????
NEXT WEEK – COMMUNICATE ACCURATE AND RELEVANT
INFORMATION, REMAINING SENSITIVE TO CUSTOMER NEEDS