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Getting the Most Out of Customer Interactions. Welcome. Welcome! Facilitator: Tracy Laycock. Supplemental Resources. Center on Community Living and Careers (CCLC) Web site Leadership Academy Courses in OnCourse. Professionalism and Good Business Sense. Business Dictionary.com:

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Getting the Most Out of Customer Interactions


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Presentation Transcript
welcome
Welcome
  • Welcome!
  • Facilitator: Tracy Laycock
supplemental resources
Supplemental Resources
  • Center on Community Living and Careers (CCLC) Web site
  • Leadership Academy Courses in OnCourse
professionalism definition
Business Dictionary.com:

Meticulous adherence to undeviating courtesy, honesty, and responsibility in one's dealings with customers and associates, plus a level of excellence that goes over and above the commercial considerations and legal requirements.

Professionalism – Definition
importance of professionalism
Importance of Professionalism
  • Ensures good performance by all
  • Ensures good team spirit
  • Keeps employees motivated
  • Ensures justice to everyone’s efforts
  • Maintains the right amount of communication
professionalism tips
Make excellence your goal

Get your basics right

Take your job seriously

Switch off personal problems

Focus on your work

Be willing to learn

Be a team player

Enjoy what you do

Professionalism Tips
professionalism vs customer service
Professionalism vs. Customer Service
  • Are professionalism and good customer service the same or different?
barriers to good customer service
Barriers to Good Customer Service
  • Human Barriers
  • Environmental Barriers
first impressions
First Impressions
  • The first 30 seconds
  • No second chances
  • Some tips to remember
    • Focus on the other person’s needs
    • Demonstrate good listening skills
    • Check your appearance
    • Remember names
elements of communication
Elements of Communication
  • Body language
  • Voice tone
  • Words
voice tone
Voice Tone
  • Three types:
    • Negative
    • Neutral
    • Positive
  • Other voice tone techniques:
    • Meet the pace of the consumer
    • Gain attention by changing your volume
    • Use emphasis and inflection to convey interest and concern
words
Words
  • Use positive phrasing to show consumers that you care:
    • Acknowledging phrases
    • Affirming phrases
    • Assuring phrases
disc behavior model
DISC Behavior Model
  • Based on psychological theory developed in the 1920s
  • Describes a person’s natural reaction mode or behavioral style in different situations
  • Provides a tool to help understand one’s own and other’s behavior
disc behavior model20
DISC Behavior Model
  • D – Style
    • Decisive, tough
    • Strong-willed
    • Competitive, demanding
    • Independent, self-centered
    • Under pressure: shows lack of concern
    • Fear: loss of control
    • Relating to D Behavior: be direct, straightforward, and open to their needs for results
disc behavior model21
DISC Behavior Model
  • I – Style
    • Sociable
    • Talkative, open
    • Enthusiastic, energetic
    • Persuasive
    • Under pressure: disorganized
    • Fear: social rejection
    • Relating to I behavior: be friendly, emotionally honest, and recognize contributions
disc behavior model22
DISC Behavior Model
  • S – Style
    • Calm, steady
    • Careful, patient
    • Family-oriented
    • Good listener, modest, trustworthy
    • Under pressure: too willing
    • Fear: loss of stability
    • Relating to S behavior: be relaxed, agreeable, cooperative, and show appreciation
disc behavior model23
DISC Behavior Model
  • C – Style
    • Precise
    • Follows rules
    • Logical, careful
    • Formal, disciplined
    • Under pressure: overly critical
    • Fear: criticism of work
    • Relating to C behavior: minimize socializing, give details, and value accuracy
emotional hot buttons
Emotional Hot Buttons
  • Do Any of These Behaviors Bother You?
dealing with difficult people
Dealing with Difficult People
  • Tips for dealing with the occasionally difficult person
    • Separate personality from behavior.
    • Don’t take it personally.
    • Try to see his or her perspective.
    • Be patient.
    • Take a break and try again later.
conclusion
Conclusion
  • Thank you for your time.
  • We look forward to your participation in future webinars.
  • Remember to access the CCLC Web site or the Leadership Academy Course in OnCourse to find resources and a link to a survey about this session.