Chapter Two USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS

Chapter TwoUSE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Sometimes the smallest, unintended behavior can create relationship turnoffs-or trigger pleasant, positive impressions. Subtle facial expressions, gestures, vocal intonation, or appearance can make the difference between winning customer loyalty or losing it.Paul Timm

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

If people are good only because they fear punishment, and hope for reward, then we are a sorry lot indeed.Albert Einstein

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

ObjectivesRecognize the kinds of behaviors and personality factors that please customers.

Use 15 specific action tips that convey a positive personality.

Respond to difficult people with appropriate communication styles.

Apply six organizational behaviors that convey a customer-centered culture.

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

The Way It Isthe Power of Personality

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Behavior is what people do and is conveyed byVerbal communicationNon-verbal communicationSalesperson ignoring customerEmployee showing up lateClerk wearing a frowny face

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Nonverbal Communication: Eye Contact

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Nonverbal Communication: GesturesWhat is the gesture for:Good jobBlah, blah, blah (wont stop talking)Time outJust a secondOkRock on!

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Gestures Activity

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Attitude is EVERYTHING!Attitude becomes apparent through behaviors

Behavior: visible way to communicate to others

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Two important rules of communication

Anything can and will communicate

The receiver of the message determines what it means

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Customers encounter two personalitiesThe person who serves themThe organizationThe personality of the organization is called its culture

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

The personality of an organization is created by 15 different behaviors.

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

1. Greet customers like Guests

Initiate conversation promptly

Speak up

Get the customer committed

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

2. Break the ice/Initiating conversation

A compliment

Weather-related or local-interest comments

Small talk

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

3. Compliment Freely and Sincerely

Some article of clothingI like that sport coat!Their familyYour son looks like quite the athlete.Their behaviorThanks for waiting. Youve been very patient.Something they ownI like your car. What year is it?

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

4. Calling customers by name

Introduce yourself and ask their name

Better to be too formal than not formal enough

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

5. Talk to Customers with your EyesIntimacyWhen expressing loveIntimidationWhen we want to exert powerInvolvement

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

6. Ask Often How Am I Doing?

Be receptive

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

7. Listen with More than Your EarsFocus on the content of what people are saying, not the way they are saying it.

Hold your fire

Work at listening

Seek clarification from customers to fully understand their needs.

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

8. Say Please, Thank You, and Youre Welcome

There you goNo problem

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

9. Reassure Customers in Their Decision to Do Business with YouBuyers remorse

Im sure youll get many hours of enjoyment out of this

Your family will love it

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

10. SmileYoure not dressed for work until you put on a smile

Smileit will make people wonder what youve been up to

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

11. Use Good Telephone TechniquesGive the caller your nameSmile into the phoneKeep the caller informedInvite the caller to get to the pointCommit to requests of the callerThank the callerLet your voice fluctuate in tone, rate, and loudnessUse hold carefullyUse friendly, tactful words

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

12. Reach Out and Touch ThemLightly touching a shoulderShake hands

NEVER touch intimately

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

13. Enjoy People and Their DiversityAvoid negative thoughts

Avoid being judgmental

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

14. Be Positive about SellingI can convert strangers into friends quickly and easily.

I can attract and hold the attention of others even when I have not met them.

I love new situations.

Im intrigued by the psychology of meeting and building a good relationship with someone I do not know.

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

15. Watch Your Dress, Grooming, and Workplace Attractiveness

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Look Inside:How do you measure up?Pg. 30

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Life Would Be EasyIf It Werent for Difficult PeopleAssertive CommunicationAggressive CommunicationPassive CommunicationPassive-Aggressive Communication

Tips that Convey a Customer-Centered Culture

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

16. Consider Your Companys Appearance and GroomingOffer a comfortable living room-type atmosphere as a place to meet customers or as a waiting area

Look for customer comfort

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

17. Get Customers to Interact with Your OrganizationPersonally hand them a shopping cartInvite them to sample the productOffer a drink or food while they waitOffer a product flyer/information to review

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

18. Correspond Regularly-The Old Fashioned Way

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

19. Use Hoopla and FunEmployee of the monthAwards luncheonsWin a day off with payCasual dress daysHalloween costume dayFamily picnics

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

20. Reward the Right ActionsRewarding No Complaints

Rewarding Fast Transactions

Encouraging an employee to send a thank you note and not giving them enough time to do so

Customer Service, 5ePaul R. Timm* 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved.

21. Stay Clo