Customer Appreciation ppt Notes

® The ImageMaker, Inc.

GOING THE EXTRA MILE FOR YOUR CUSTOMER


• Why customer appreciation? • Communication techniques • Know yourself and your customer • Customer resolution • Going the extra mile


The deepest hunger of the human soul is to

be understood and appreciated

This especially applies to how

to treat EVERY one of your

customers


• Give your customer what they don’t get somewhere else and you will encourage customer loyalty

• Customers are always given top priority

• Customers are the reason you are employed.


Customer Perception = Delivery Expectation

If your customer PERCEIVES that

you are not meeting or exceeding their

expectations, you will lose them


Rate according to importance


Verbal and Nonverbal




NEVER SAY or DO •Argue

•Be Judgmental •Wallow in the customers problem •Say ANYTHING NEGATIVE •Be purposely slow

• “I don’t know” • “I can’t help” •“We don’t do that here” • Chew gum or food • Interrupt


ALWAYS

• Agree

• Be patient

• Listen closely/ empathetically

• Have eye contact 45-60% of the time

• Be courteous

• Give the utmost attention

• Ask permission of the speaker


Sender

Receiver

Message

Communication Vehicle





What it is:

A way to understand the speakers message

A way of stating what you have heard and

seen in your own words, including the

thoughts and feelings of the speaker.


What it is not:

•Giving Advice •Judging •Demeaning •Dismissing


Use of “trigger” words/phrases

Personal biases

Environmental distractions


•Faking attention

•Judging the speaker

•Listening to gather evidence to argue

•Rehearsing counterarguments inside your

head

•Tolerating distractions


• Improve relationships • Helps to avoid a difficult situation • Gives us an opportunity to learn

more • Decreases stress • Helps to clarify situations


Present a clean and neat personal

appearance at all times.

Avoid wearing strong scents which may

offend others or cause allergic reactions.

A smile is the finishing touch of your

uniform.


Finish eating/ drinking before servicing a

customer.

Maintain a clean and neat customer service

area.

When shaking hands, make “web to web”

contact.


Show appreciation for the customer you are

presently serving by finishing with them --before

answering a ringing telephone.


Avoid idle chatter and gossip.

Maintain an air of readiness to assist.

Present a calm demeanor, even

when your feathers are ruffled.


Always identify yourself.

Project a smile.

Speak clearly at an even pace.


Build rapport Fact-find using empathetic listening Answer as soon as you are able to


If you need to transfer the

caller:

• Ask them if they can hold.

• Put them on hold and get

someone who can and will be

able to help them with their

challenge.


Like you to be direct

Like to have fun

Like new products

Like proven products

Like showy products

Like traditional products


Know your behavior style.

Know you customers’ behavior style.

Blend your style with theirs to avert

tension.


Are they in a hurry?

Are they talkative?

Are they attracted to a display of NEW

items?

Are they making direct eye contact?


Are they quiet?

Are they casually shopping?

Are they more interested in the “tried and

true” items?

Do they make indirect contact with

others?


Are they talkative?

Are they interested in the general purpose

rather

than the specifics of a product?

Are they willing to hear multiple options?

Do they solicit the opinions of those around

them?


Do they appear self assured? Are they detail oriented? Are they interested in “getting the task

done” without eliciting other opinions?


For the customer who is extroverted and

people oriented.

Be friendly, not dominating.

Ask for their opinion and ideas.

Use testimonials


For the customer who is extroverted and task oriented:

Ask specific questions. Help them with details.

Minimize features and maximize benefits. Keep the pace fast enough that they don’t

lose interest.


For the customer who is Introverted and people

oriented:

Go slowly

Speak with a sincere tone of voice

Develop empathy and patience

Take time to explain

Exhibit friendly attitude

Give more attention to detail


For the customer who is Introverted and task

oriented:

Slow down and listen

Be sincere - lower the tone of your voice

Be conservative in assertions

Minimize risks

Explain details

Answer questions precisely


“E-Excuse me”


“Hey You”


“I’d like to explain

something to you”


“Ummmm, I’m not sure

yet”


“I’m not happy with…”


Don’t you agree?


“Nothing recorded”


Dissatisfied Customers:

Tells 5 others

Who tell 12 others

Now 73 people know


Reports indicate that companies

lose customers for a variety of

reasons.

Sixty Percent go elsewhere

because they felt people were

indifferent to their needs.


Their expectations have not been met.

They were already upset.

They are tired, stressed, or frustrated.

They feel that no one will really listen.


They have a chip on their shoulder.

They want to appear right, even if they

know

they are not.

They have been waiting a long time.

They don’t understand.

They are embarrassed.


Their integrity or honesty has been questioned.

They were given a flip/smart answer.


To be taken seriously.

To be treated with respect.

To feel important.

A truthful answer.

To be listen to.

A response that does not seem like an

insult.


To clear up the problem so it never

happens

again.

Immediate action.

Some form of restitution.

Someone to be reprimanded!


Their integrity or honesty has been

questioned.

They were given a flip/smart answer.

Customer Appreciation ppt Notes

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