Customer Service. Promoting Guest Relations At Hillsdale Community Health Center. YOUR CUSTOMER”S REPORT CARD: A = Dazzled B = Pleased C = Satisfied D = Disappointed E = Angry Statistics show 1 in 4 customers are dissatisfied
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Promoting Guest Relations
Hillsdale Community Health Center
A = Dazzled
B = Pleased
C = Satisfied
D = Disappointed
E = Angry
Statistics show 1 in 4 customers are dissatisfied
Only 4 out of 100 customers will tell you they are dissatisfied!
Behold the Turtle: He Only Makes Progress When He Sticks His Neck Out
-W. Clement Stone
-The Ritz Carlton
-Hardee’s complaint-handling policy
Eye Contact-Indirect eye contact can undermine trust
Silence-Use Vocal cues
Gestures- Illustrate & Explain
Posture- Lean in to show attentiveness
Facial Expression-Convey friendliness & openness
Physical Contact-Two-handed handshake
Smell-Beware of strong perfumes & colognes
Overall Appearance-Your customer defines appropriateProject A Service PersonalityNine Ways Project A More Professional Image To Customers
S mileO pen stanceF orward leanT one/touchE ye contactN od/acknowledge
Listening Too Hard
Jumping The Gun
Focusing on Delivery or Appearance
AddingDevelop Your Listening SkillsSeven Common Listening Errors:
Senior VP, British Airways
A loyal customer, Hans left the car to alert them of the problem. “Oh, is it broken again?” came the indifferent response. “Go back to your car. We’ll fix it”.
A slow 10 minutes later, Hans & Sara reached the service window. “How about a large fries instead of a small to compensate us for our inconvenience?” they asked. “No.” When Hans asked why not, the conversation quickly broke down. The service provider’s final response?
“Here’s your food and I hope you choke on it!”
“Treat the other man like a gentlemen not because he is, but because I am.”