CUSTOMER SERVICE TRAINING. Renee Evenson. TRAİNİNG BABY STEPS : THE BASİC. Always remember, the customer is the reason you have a job… Greet with a friendly smile and a helpful attitude They may even tell their friends They feel greatful when they get a good service.
the customer is the reason you have a job…
Put on your customer hat
you can providing customer service the moment a
customer comes into your business ,
calls you on the telephone
When customer phsically walk through you door, they take a mental snapshot of you this is FİRST İMPRESSİONS
!!! People see you first, hear you second ; the
first step to making a good first impression is your
!!! Wear appropriate clothing for the type of work you do
!!! Make sure you are groomed ; your hair, body, teath, and clothes are clean
!!! Your bady language is very important, make eye contact when talking with someone , smile as often as appropriat
If a customer’s first impression is favorable , you have laid the foundation for providing great customer service
when you act courteously, you send a positive and powerful message
attitude is everything good or bad, your attitude is what people are going to remember about you…
TOSSİNG THE BALL BACK AND FORTH: EFFECTİVE COMMUNİCATİONın your dealings with customers, be the one to initiate honest, respectful, and thoughtful communication
how well do you communicate?
you should choose rigt word and voice tone and
you should use body language communicates the emotions behind the message
1. Saying what you mean and meaning what you say
2. What you don’t say : nonverbal communication
3. Putting words together: grammer usage
4. Asking the correct questions and answering the questions correctly
5. When the customer says no
6. Listening actively
When you communicate, you can either speak or listen. İt is impossible to do both well at the same time. As the speaker, you control the conversation. So you should;
how you say something is more important the words you choose, but what you do when you convey a message is also important
Nonverbal communication include that :
Proper grammar is critical to effective communication.
Employees ask questions to figure out how to solve a customer’s problem or resolve a customer’s complaint.
When you offer a valid solution and your customer says no ; your job is to uncover the reasons for your customer’s objections. For this action;
Listening is often more important than speaking. Without the ability to listen well, communication can never be effective. İf you can’t listen to the message, you can might easily give the wrong response
for the listening actively :
focus entirely on your customer, think of the customer you are helping as the only customer in your business
listen completely and remain objective; do not judge
to provide the best possible service, you must get close to your customers by building a strong ralationship with them.
customer remember and judge the company by their relationship with the employees. They are also likely to tell others. They share their experience with others.
remember, to your customer you are the company. Customer judge a business by their interactions with employees. You have a valuable opprtunity to build a strong relationship.
how to build and maintain positive and strong relationships with all your customer??
there are six step
Step 1 : establishing rapport questions correctly
Step 2 : interacting positively with customer
Step 3 : identfying customer’s need
Step 4 : making the customer feel valued
Step 5 : maintaining ongoing relationship
Step 6 : different strokes: handling different types of customer
Think about who are your customers?
What they expect from your company?
after the establish a rapport building your relationships by interacting with your customer in a positive manner
sometimes customer are not very clearly about their needs. When you deal with customers, your job is to uncover their needs
your primary job is to communicate effectively and build positive relationships.
imagine how valued they will feel if you remember them?
Most of your customers wiil be average needs.
besides the average , Everyday people with whom you regularly interact, here are some other customer “types” and tips on how to interact positively with them
When a customer complains , look at it as an apportunity to improve.
by learning how to tactfully handle a difficult customer in any situation you can make every customer feel satisfied at the end of the contact.
five-step process is exist for it.
The first step is the most critical. What you say? What you don’t say? Your customer is upset and you dont want to do anything to make him more upset.