Service Connection

Customer Service (Part 1)There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer

The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else.

Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind pleasing the customer.

- Sam Walton, Owner CEO, Wal-Mart

Customer Service (Part 1)Definition

● links the organization - its products and services with the outside world.● Providing a quality product or service● Satisfying the needs/wants of a customer

Results● A repeat customer● Continued success● Increased profits● Higher job satisfaction● Improved company or organization morale● Better teamwork● Market expansion of services/products

Customer Service Connection Steps

Step 1 - Greet the CustomerStep 2 - Listen and Evaluate Customer NeedsStep 3 - Respond with the Appropriate Service

Step 1 - Greet the CustomerWhy?

- making your customer feel welcome- start in establishing rapport- connecting means - starting building trust that runs both ways. Be genuine.

How?

- Start positively with a warm, sincere welcome; but don’t overdo it!

“Good Morning”,

“Welcome”

“Thanks for stopping by”

“Are you looking for something in particular today”

or some other appropriate comment to indicate that you are there to help and that you are happy to help.

Step 1 - Greet the CustomerHow? continuation..

- Continue communicating as appropriate, relax and be as natural as possible – if necessary steer the

conversation around the product or service you want to sell.

- You don't want to come across as being pushy or too complacent so try to be natural and avoid sounding as if

you are reciting a script.

- Never complain to a customer about your organisation, your day, how busy you are, the management, your

colleagues or anything else that may lead the customer to develop negative feelings.

Step 2 - Listen and Evaluate Customer NeedsWhy?

- You are unlikely to be able to help all your customers effectively if you don’t listen to their needs. By not listening

you can become very frustrating to the customer and may lose a sale or repeat visit.

- Listening is not the same as hearing. Hearing refers to the sounds that you hear, whereas listening requires

more than that: it requires focus. Listening means paying attention not only to the story, but how it is told, the

use of language and voice, and how the other person uses his or her body. In other words, it means being

aware of both verbal and non-verbal messages.

How?- Stop talking. Don't talk, listen. When somebody else is talking listen to what they are saying, do not interrupt,

talk over them or finish their sentences for them. - Prepare yourself to listen and focus on the customer.- Help the speaker to feel free to speak. Maintain eye contact but don’t stare.- Remove distractions.- Emphatise. Look at the issues from their perspective.

Step 2 - Listen and Evaluate Customer NeedsHow? continuation….

- Avoid personal prejudice. Don't become irritated and don't let the person’s habits or mannerisms distract you from what the speaker is really saying.

- Listen to the tone- Listen for ideas and not just words. You need to get the whole pictures not just isolated bits of pieces.- Wait and watch for non-verbal communication. Gestures, facial expressions, and eye-movements can all be

important.

Step 3 - Respond with the Appropriate ServiceWhy?

- You are unlikely to be able to help all your customers effectively if you know less regarding the products and

services that your company is offering. This will translate a potential loss of sales.

How?- Supply the information tactfully.

- NEVER lie or make up an answer; if possible find somebody who does know the answer.

- Don’t be afraid to ask the customer/client questions that will give you a better understanding of their needs.

- Be true to your word. Only ever offer a customer or client something that you are sure you can give them.

Working with Extraordinary Customers (Part 2)

1. Working with waiting customers2. Working with unsatisfied customers3. Working with dishonest or manipulative

customers

Working with Waiting Customers

Working with Unsatisfied Customers

Working with Dishonest or Manipulative Customers

Exceeding Customer Expectation (Part 3)

Why exceed?

How?

Give example: (show video of Ritz Carlton exceeding customer expectation)