Exceptional Customer Service

1. Service Attitude Excellence Relationship Service Excellence

2. Module Overview Purpose This course is designed to assist you better appreciate your customers and what they mean to your business. • Objectives • At the end of this module you will be able to understand the customer • Display courtesy and respect by making a great first impression • Communicate well by saying what you mean • Handle difficult customers skillfully • Satisfy customers and form lasting relationships

3. Module Overview • WIIFM- What’s in it for me • Better understanding the business • Grow in confidence in your ability to deal with different types of customers • Utilize personal strengths to meet sales targets • Promote Simbisa values of Exceptional Customer Service

4. Who pays you? “ Treat every customer as if they sign your paycheque…. Because they do.”

6. So… What is Customer Service

7. Relationships It’s the kind of service that makes customer feel special, service that makes him or her want to come back and do more business with the company and recommending the company to others. At Simbisa Brands we define customer service as forming a relationship with a customer – a relationship that that individual customer feels that he would like to pursue.

8. What do customers want? Customers want 3 things Customers want a product with no defect Efficient (fast but not hurried) service Friendly cashiers

9. Meeting customer service expectations • Customer service starts the moment a customer walks through our doors or when we answer the phone. • The first step to the best service is a great welcome. • This shows the customer that you are happy they came • You must greet the customer with genuine sincerity. • If a customer enters the store and you are stocking the fridge or folding napkins leave those immediately and focus on the main reason you are here. • “The Customer” • Chatting with your coworkers while the customer is in front • of you is a No! No!

10. What do customers want? If something goes wrong in the beginning – the customer complaints will come up. For example.. “The food was not cooked well” “The service was slow” “The cashier was rude” etc. Your goal is to get the customer on your side.

11. It All Begins by Welcoming Guests Friendly Welcome – One of the best ways to make our customers feel welcome is by the way we greet them. At Simbisa all our guests are greeted by a simple “welcome to Chicken Inn” Service Excellence Your Role Make eye contact – Making eye contact shows the customer that you are paying attention to them and that you focus is on them alone. Customers want to do business with friendly and approachable people. Check your attitude and make sure it complies with our expectations. Smile – when you smile a genuine small this makes the customer feel comfortable.

12. Use a friendly tone, smile, stand up straight. Be courteous “Welcome to Chicken Inn or Pizza Inn” etc. is our standard greeting Welcoming Guests Did you know that the way you greet the guest sets the tone for their experience?As a business we have come up with the best way the customer should be greeted. You will have to follow these instructions for you to be a successful.

13. Give the customer what they want • After welcoming the customer, honor their requests • The focus here is their agenda and not yours. You definitely want to make a sale or even up sale, but the focus here is satisfying your customer. • This is the reason we say – “ How may assist you? I’m happy to be of assistance” • Listen to the customer and understand their needs • Listening helps you provide your customer with exceptional service. Do not interrupt the customer when they are speaking.

14. Great send off • The final part of customer service is saying good – bye, you have provided a great welcome, and provided them with exactly what they wanted. • It’s very important to always say, “thank you for coming and have a great day” • A sincere good-bye will make your customers feel appreciated. Whatever mistrust they may have had will be replaced by trust.

15. Everyone is here to serve • Who is responsible for the customers? • Customer service is not just for cashiers. Everyone in Simbisa should make it a point to satisfy our customers. The cooks, pizza makers, cleaners and managers are all responsible for ensuring customer needs are fulfilled. • Everyone’s responsibility is to keep the customers happy

16. Three kinds of customers Loyal Customers Dissatisfied Customers Satisfied Customers These customers feel wronged, they also feel like they got less than they paid for. They may feel cashier was rude and they will go and air out their grievances online. They will become terrorist for our business These customers love our brand and our products. They’ll tell others how good our business is. They will stick with us no matter what. We have built a relationship with them. They are loyal. These are customers that feel that things are great. They got what they paid for, nothing was wrong. If competitions comes they stay put. They are satisfied with our service

17. You start to become arrogant You start to cut back on your promise Start to get careless How to loose customers When business begins to cut costs, reducing the quality of the box, maybe source from a cheaper supplier with cheap quality. Reduce the number of people serving customers. Before long customers start to complain about deteriorating standards. Not paying attention to customer needs. You let yourself become too familiar with the customers and take them for granted. When a customer feels that we’re making them feel like were more important than they are. When we make the customer feel like we are doing them a favor by coming to our business.

18. Customer service benefits. Good Customer Service Results in: Continued success, Increased profits Higher job satisfaction Improved company morale Better teamwork Market expansion of service and products Good Customer Service means: Providing quality product and service Satisfying the needs and wants of the customer. Resulting in a repeat customer.

19. THE EVOLUTION OF SERVICE ...

21. 10 RULES FOR GREAT CUSTOMER SERVICE 1.Commit to quality service. -create a positive experience for the customer. - go above and beyond customer expectations. 2.Know your products. - helps win a customer’s trust and confidence. 3.Know your customers. - tailor service approach to their needs and buying habits. - get to the root of customer dissatisfaction by talking to people and understanding complaints

22. 10 RULES FOR GREAT CUSTOMER SERVICE 4.Treat people with courtesy. - every contact with a customer leaves an impression. - use phrases like “sorry to keep you waiting” , “thanks for your order”, “you’re welcome” and “ it’s been a pleasure helping you”. 5.Never argue with a customer. - be solution focused than problem focused. 6.Don’t leave customers hanging. - all communications with a customer needs to be handled with a sense of urgency.

23. 10 RULES FOR GREAT CUSTOMER SERVICE 7.Always provide what you promised. - failure to do this is a sure way to lose credibility with your customer. - if you can’t make good on your promise, apologize and offer some type of compensation. 8.Focus on making customers, not making sales. - focus on the quality rather than the volume of sales. - research show that it costs 6 times more to attract new customer than it does to keep an existing one. 9.Assume that customers are telling the truth. - majority of customers don’t like to complain; in fact, they’ll go out of their way to avoid it. 10.Make it easy to buy. - make the process simple and user-friendly.

24. “ Culture of Commitment”. The transition from ordinary to extraordinary performance happens through a “culture of commitment”, where frontline people reflect to the outside the intense pride and ownership they are experiencing on the inside. Always put your best face forward!

25. BABY STEPS IN CUSTOMER SERVICE “ The basics are the basis of customer service”. Baby Step #1: First Impressions Matter Baby Step #2: Courtesy Counts Baby Step #3: Attitude is Everything Baby Step #4: Doing the Right Thing: The Ethical Issues

26. Baby Step # 1: First Impressions Matter First impressions are mental snapshots you take when you first encounter a person or situation. It includes a person’s looks and actions, including general grooming and cleanliness, clothing, voice tone, attitude, body language and posture. Steps in Making A Good Impression: 1. People see you first, hear you second. 2. Wear appropriate clothing for the work you do. 3. Make sure you are groomed. 4. Maintain a relaxed and open demeanor.

27. Steps in Making A Good Impression: • 1. People see you first, hear you second. According to research by Professor Albert Mehribian at the University of California in Los Angeles, upon meeting someone for the first time we form an opinion of them within the first 30 seconds and the majority of that opinion is shaped by appearance. • Dress how you want to be addressed.

28. 2. Wear appropriate clothing for the work you do. • Your professionalism • Your level of sophistication • Your intelligence • Your credibility • Your uniform talks a lot about your organisation. • A clean neat and well ironed uniform should be worn at all times.

29. Make sure you are groomed. Overall cleanliness Hair Teeth Accessories Make-Up Nails Scent Grooming involves all the aspects of your body Uniform

30. ALWAYS keep your under arms clean and shaved. SCENT Always use deodorant and a strong antiperspirant. There is a difference between these two. Antiperspirant keeps you from sweating while deodorant cuts down on what makes you stink when you do sweat.

31. LET’S REMEMBER ! A neat and clean uniform at all times. Hair neatly tied up. No bad breath. Well manicured hands. Use antiperspirant and deodorant always.

32. Shoulders drooping Head down Frown Low energy Not ready I’m no good! No l can’t! MY JOB IS ROTTEN! • Shoulders back • Head up • Smile • Full of energy • Ready to perform • I am great! • Yes l can! • MY JOB IS GREAT! • 4. MAINTAIN A RELAXED AND OPEN DEMEANOR. Maintain a positive and confident posture always

33. Which one is GENUINE? Which one is NOT? SMILE People don’t smile enough these days, so we’re bringing it back. When dealing with any situation or scenario where you’re uncomfortable, it’s easy to get caught up in your head, which means you probably have a stupidly sad look on your face. To avoid that, just smile! Not a fake smile, not a creepy smile, but a genuine smile.

34. STEPS IN MAKING A GOOD IMPRESSION: 1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND - looking good at work and your appearance should fit the work you do. 2. WEAR APPROPRIATE CLOTHING FOR THE WORK YOU DO. - wear the type of clothing that fits the personality of our business. - always lean towards dressing conservatively if you are unsure of what is suitable to your job.

35. STEPS IN MAKING A GOOD IMPRESSION: 3. MAKE SURE YOU ARE GROOMED - this means your hair and fingernails are clean and groomed; your face, body, and teeth are clean; your uniform is clean and well-pressed; your shoes polished, your hair is properly styled; and your over-all image is professional. Put all that together and you present a groomed look. 4. MAINTAIN A RELAXED AND OPEN DEMEANOR - Hold your head high, and keep your facial expressions friendly. Make eye contact when talking to someone. Smile as often as appropriate; smile often. A smile goes a long way, both personally and interpersonally. When you smile, you feel better. When you smile, you make others feel better.

36. Baby Step # 2: Courtesy Counts Unlike children, as adults, you are not going to receive constant praise for being courteous, but people will appreciate your behavior. When your act courteously, you send a positive vibe and it becomes a natural part of your vocabulary and personality. Steps in Developing Courtesy: 1.Say “Please”, “Thank you” and “ You’re Welcome”. 2.Say “Excuse Me” and “I’m Sorry”. 3.Use “Sir” and Ma’am”. 4.Use a person’s name when you know it. 5.Use “Yes” rather than “Yeah”. 6.Say it with a smile.

37. STEPS IN DEVELOPING COURTESY: 2. SAY “EXCUSE ME” AND “I’M SORRY” - say “excuse me” when you do not understand someone, when someone was in your way, or when you inadvertently did something wrong; - say “I’m sorry” when you did something wrong or made a mistake.

38. STEPS IN DEVELOPING COURTESY: 4. USE A PERSON’S NAME WHEN YOU KNOW IT -everyone enjoys hearing his/her name, so if you know your customer’s name use it. Also be sure to wear your name badge so that the customer knows your name. Always try to practice name re-calling. STEPS IN DEVELOPING COURTESY: 3. USE “SIR” OR “MA’AM” - even if these words are signs of respect, be careful how you accentuate these words. - wrong emphasis can make you sound sarcastic, however, right emphasis can make you sound respectful.

39. STEPS IN DEVELOPING COURTESY: 5.USE “YES” RATHER THAN “YEAH” -use “Yes” instead of “yeah” to sound professional, intellectual and respectful. 6.SAY IT WITH A SMILE - In today’s fast-paced world, smiling when you speak does come across loud and clear. Whether you are speaking face-to-face or by telephone, our customer will see or hear the smile in your voice.

40. Baby Step # 3: Attitude is Everything Attitude is everything. Good or bad. Whether yours is good or bad, your attitude is what people are going to remember about you. When you interact with customers, you may not get a second chance. Even if you are not a naturally positive person you can learn to have a more positive attitude. It begins by learning to APPRECIATE. Steps in developing positive attitude: 1.Appreciate the good in yourself and in others. 2.Believe in yourself. 3.Believe you can make a difference. 4.Keep an open-mind ; do not stereotype people.

41. STEPS IN DEVELOPING POSITIVE ATTITUDE: 1. APPRECIATE THE GOOD IN YOURSELF AND IN OTHERS Appreciation can be learned by changing your self-talk (the words you use when you think) to think positive thoughts. For example, change “I’ll never do this right” to “next time I’ll do this better”. This also goes for thoughts about your customers (e.g., “Look at this old lady. She doesn’t look like she has a clue about our products. This is going to be a tough one to handle”. Change this mindset to “ I’ll do what I can to help this customer. She mentioned she doesn’t know a whole lot about our products, so I’ll do my best to explain them all”.).

42. STEPS IN DEVELOPING POSITIVE ATTITUDE: 2. BELIEVE IN YOURSELF When you stop your negative self-talk, you will start to believe in yourself. Saying things such as,” I’ll never do this right”, only sets you up for failure. Changing your self-talk to “next time I’ll do it differently” sets you up for success. When you begin to believe in yourself, you will begin to feel more confident. When you feel more confident, you will begin projecting a powerful image to others. To your customers, you will project an image of someone who believes in yourself, your company, and your products.

43. STEPS IN DEVELOPING POSITIVE ATTITUDE: 3.BELIEVE YOU CAN MAKE A DIFFERENCE When you believe in yourself and gain confidence, you will naturally progress to believing that you can make a difference in the lives of others. When you believe you can make a difference, you will find ways to make it happen. At work, look for ways to make a difference by being helpful, interested, and caring toward your customers.

44. STEPS IN DEVELOPING POSITIVE ATTITUDE: 4. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE When the associate thought about the older woman who did not know what she wanted and was going to be tough to handle, he was accepting a negative stereotype about older people before he talked to her. That older woman might be smarter and sharper than he is. Stereotypes can skew first impressions. Do you want people to stereotype you? When you change your thought process and stop stereotyping others, you will change the way you present yourself.

45. Baby Step # 4: Doing the Right Thing: Ethical Issues Being ethical means being honest, doing the right thing, and being accountable for your actions. Steps to develop ethical ways of doing things: 1.Always be honest. 2.Do the right thing. 3.Do what you say when you say you will. 4.Be accountable for your actions.

46. STEPS TO MAINTAIN ETHICS IN DOING THINGS: 1. ALWAYS BE HONEST Being honest at all times will make your life far less complicated. When you are truthful, you do not have to remember what you said to whom. Being truthful is important to your customer. If you become dishonest, the truth always has a way of coming out. When people find out you have not been completely honest, they will no longer trust you.

47. STEPS TO MAINTAIN ETHICS IN DOING THINGS: 2. DO THE RIGHT THING When you make the decision to always do the right thing for others, you will go out of your way to do the best. At work when you are faced with a dilemma, base your decision on doing what is right and ethical. Being ethical includes treating all your customers fairly and equally.

48. STEPS TO MAINTAIN ETHICS IN DOING THINGS: 3.DO WHAT YOU SAY WHEN YOU SAY YOU WILL Become a person others can rely on. When you give a customer your word, mean it. Let your word be your bond. Erase the words “I can’t” and “no” from your vocabulary. If you cannot do what the customer asks, explain instead what you can do. It is all right to say “I don’t know.” Follow up with “I’ll find out for you.

49. STEPS TO MAINTAIN ETHICS IN DOING THINGS: 4. BE ACCOUNTABLE FOR YOUR ACTIONS When you take responsibility and own up to your mistakes, people will respect you. No one expects you to make the right decision 100% of the time. We are all human and are all going to make mistakes. What sets ethical people apart is that they hold themselves accountable for their mistakes. This may not be easy at first, but it is the right thing to do. People will appreciate that you are able to admit you did something wrong. You will also have an added benefit: You will respect yourself more when you take responsibility for your actions.

50. Thank you!