Documenti di Didattica
Documenti di Professioni
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We at more.
Can Create that Magic!!!
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Objective
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Who is a customer ?
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Kinds of Customers
External customer
Internal customer
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The Customer’s Point of
View
Wants,
Reflect Needs,
Desires
Preferences
Browse -
Gather
Experience
Options
Customer
Shop - Analyze
Options
Buy -
Make
Prepare Decision
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Activity
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TEN THINGS A CUSTOMER WANTS
1 Don’t ignore me
2 Make me feel wanted
3 Don’t lie to me
4 Give me clear information
5 Don’t insult my intelligence
6 Keep your promises
7 Don’t keep me waiting
8 Listen to me when I tell you how to improve your services
9 Be sensitive to my needs
10 Treat me fairly, don’t rip me off
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We want our customers to say
What is Customer Service
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REVIEW QUESTIONS
Refer to page 9
What do customers expect from
us?
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Golden rule of Human-Relationship
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Give your customers a “TREAT”
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TREAT
• T rust
• R esponsiveness
• E mpathy
• A ssurance
• T angibles
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TREAT
• TRUST
The ability to provide what was promised, dependably
and accurately
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TREAT
• RESPONSIVENESS
The willingness to help customers promptly
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TREAT
• EMPATHY
The degree of caring and individual attention you
show to customers
“This company gives me individual attention.”
“I always go to this company because they
understand my specific needs.”
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TREAT
• ASSURANCE
The knowledge and courtesy you show to
customers, and your ability to convey trust,
competence and confidence
“I always visit this company because the
employees instill confidence in me.”
“I feel very safe in my transactions with this
company.”
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• TANGIBLES
TREAT
The physical facilities and equipment, and your own
(and others’) appearance
“I like this company because they have modern
looking equipments/ products.”
“The physical facilities are very appealing”
“I like this company as their employees appear neat
always.”
“I prefer this store because they have convenient
business hours.”
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REVIEW QUESTIONS 2
Refer to page 14
CORE NEED + SERVICE =
“Moments of Truth”
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Moments Of Truth
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Moment of Truth
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Moments of Truth
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How to create better “Moments of
Truth” ?
SERVICE
S- SMILE
E- EYE CONTACT
R- RECOGNITION
V VALUE CUSTOMER’S TIME
I- INFORMED
C- CLEAN
E- EVERYONE
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SERVICE
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Eye Contact
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Recognition
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Recognition- The Wrong Way
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Informed
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Having Product Knowledge
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Clean
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Why Clean?
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EVERYONE
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Thank customers for coming, invite again!
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SERVICE
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Activity
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REVIEW QUESTIONS 3
Refer to page 38
“I AM BY U” PHILOSPHY
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“I AM BY U” PHILOSPHY
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Immediately Acknowledge the Customers’ presence
• Eye contact
• Smile
• Greeting-
• Try to take the customer to where the product is
if possible
• When you see customers struggling, ask them if
they would like help Please Allow me to
help you
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Anticipate their needs and have resources ready and user friendly
Ask questions
Listen
Walk through your area and experience it like a
“customer”
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Meet their needs and exceed their expectations…Go the extra mile
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Meet their needs and exceed their expectations…Go the extra mile
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Be friendly ! Smile and use their name
• Smile and make eye contact when you are talking to a customer
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Find a way to say “YES”
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And always say “Thank U”
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You are the key to excellent customer service
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CASE STUDIES
more. Phraseology
REMEMBER
You never tell or instruct a customer, instead you
always ask him.
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PHRASES TO AVOID INSTEAD TRY
• 1. One sec, Just a minute Please give me a minute
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REVIEW QUESTIONS 4
Refer to page 45
ROLE PLAYS
If we don’t take care of our
customers….
Someone else
will….
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Thank You
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