CUSTOMER SERVICE TRAINING

1. CUSTOMER SERVICE TRAINING Renee Evenson

2. TRAİNİNG BABY STEPS : THE BASİC • Always remember, the customer is the reason you have a job… • Greet with a friendly smile and a helpful attitude • They may even tell their friends • They feel greatful when they get a good service

3. Take of your customer service provider hat Put on your customer hat

4. For the great customer servicethis points are important • First impression matter • Courtesy counts • Attitude is everything • Doing the right thing : ethical ıssues

5. What kind of service do you give your customer ? you can providing customer service the moment a customer comes into your business , calls you on the telephone or e-mails When customer phsically walk through you door, they take a mental snapshot of you this is FİRST İMPRESSİONS

6. First impressions include ; • person’s looks and actions • general grooming and cleanliness • Clothing • Voice tone • Attitude • Body language and posture

7. !!! People see you first, hear you second ; the first step to making a good first impression is your Appearance !!! Wear appropriate clothing for the type of work you do !!! Make sure you are groomed ; your hair, body, teath, and clothes are clean !!! Your bady language is very important, make eye contact when talking with someone , smile as often as appropriat If a customer’s first impression is favorable , you have laid the foundation for providing great customer service

8. Courtesy counts when you act courteously, you send a positive and powerful message • Say excuse me and ı am sorry for your mistakes • Say please, thank you, and you are welcome • Use sir and maam ; using these words shows a sign of respect • Use a person’s name when you know it ; everyone enjoys hearing his or her name • Say it with smile

9. Attitude is everything attitude is everything good or bad, your attitude is what people are going to remember about you… • Believe in yourself : when you stop your negative self-talk, you will start to believe in your self • Believe you can make a difference when you believe in yourself an gain

10. Doing the right thing : ethical issues • always be honest ; being honest at all times will make your life farless complicated • Always be truthful about your products, service and policies. • Never make misleading claims

11. TOSSİNG THE BALL BACK AND FORTH: EFFECTİVE COMMUNİCATİONın your dealings with customers, be the one to initiate honest, respectful, and thoughtful communication

12. We communicate when we need to make decisions, solve problems, get answers or resolve conflicts. • communicating is so important a person success often depends on good communication skills • You are not only represant the company, you are the company ; how well do you communicate? you should choose rigt word and voice tone and you should use body language communicates the emotions behind the message

13. The six step to effective communication are; 1. Saying what you mean and meaning what you say 2. What you don’t say : nonverbal communication 3. Putting words together: grammer usage 4. Asking the correct questions and answering the questions correctly 5. When the customer says no 6. Listening actively

14. Step 1 : saying what you mean and meaning what you say When you communicate, you can either speak or listen. İt is impossible to do both well at the same time. As the speaker, you control the conversation. So you should; • Choose the right words • Make sure your tone fits the message you are sending • Add welcome words to your vocabulary

15. Step 2 : what you don’t say : nonverbal commmunication how you say something is more important the words you choose, but what you do when you convey a message is also important Nonverbal communication include that : • smile often • Make eye contact • Maintain good posture • Get enough rest

16. Step 3 : putting words together: grammar usage Proper grammar is critical to effective communication. • Reflect your company’s personality ; for example you can choose friendly and casual words if your company is not formal • Speak clearly and avoid using tecnical language ; most customer will not understand the tecnical terms you use

17. Step 4 : asking the correct questions and answering the questions correctly Employees ask questions to figure out how to solve a customer’s problem or resolve a customer’s complaint.

18. Step 5 : when the customer says “no” When you offer a valid solution and your customer says no ; your job is to uncover the reasons for your customer’s objections. For this action; • listen to the customer’s objections and need to understand why the customer saying no so you can best help her. • Acknowledge the objections ; always validate the customer’s reason,then respond with a positive statement

19. Step 6 : listening actively Listening is often more important than speaking. Without the ability to listen well, communication can never be effective. İf you can’t listen to the message, you can might easily give the wrong response for the listening actively : focus entirely on your customer, think of the customer you are helping as the only customer in your business listen completely and remain objective; do not judge

20. JUMPING IN WITH BOTH FEET: RELATİONSHIP BUILDING to provide the best possible service, you must get close to your customers by building a strong ralationship with them. customer remember and judge the company by their relationship with the employees. They are also likely to tell others. They share their experience with others.

21. What are people saying about you ??? remember, to your customer you are the company. Customer judge a business by their interactions with employees. You have a valuable opprtunity to build a strong relationship. how to build and maintain positive and strong relationships with all your customer?? there are six step

22. Step 1 : establishing rapport Step 2 : interacting positively with customer Step 3 : identfying customer’s need Step 4 : making the customer feel valued Step 5 : maintaining ongoing relationship Step 6 : different strokes: handling different types of customer

23. Step 1 : establishing rapport ; establishing a rapport begins the moment you start communicating with your customer. Think about who are your customers? • Are they men, women , teens, or young What they expect from your company? • Quality product, the best prices or quick service

24. Step 2 : interacting positively with customer after the establish a rapport building your relationships by interacting with your customer in a positive manner • Be helpful • Be committed • Be a problem solver • Believe in your products

25. Step 3 : identifying customer’s need sometimes customer are not very clearly about their needs. When you deal with customers, your job is to uncover their needs • Ask questions like how do you think you would use this? • Summarize customers needs • Recommend appropriate solutions

26. Step 4 : making the customer feel valued your primary job is to communicate effectively and build positive relationships. • Go out of your way for your customers. • Validate customers decisions ; for example ı understand how you feel, this brand is costly • İnstill positive feelings.; never make customers feel bad about their decisions.

27. Step 5 : maintaining ongoing relationship imagine how valued they will feel if you remember them? • Remember your customer • Learn customer’s name • Remember something about your customer • Learn your customer’s prefences

28. Step 6 : different strokes : handling different types of customers Most of your customers wiil be average needs. besides the average , Everyday people with whom you regularly interact, here are some other customer “types” and tips on how to interact positively with them • The pushy, obnoxious customer- remin calm • The timid, indecisivecustomer-be patient • The overly friendly, flirty customer-be professional • The culturally different customer- be tolerant

29. CALMİNG STORM : DİFFUCULT CUSTOMER CONTACTS When a customer complains , look at it as an apportunity to improve. by learning how to tactfully handle a difficult customer in any situation you can make every customer feel satisfied at the end of the contact. five-step process is exist for it.

30. Step 1: what is going on :determine the reason The first step is the most critical. What you say? What you don’t say? Your customer is upset and you dont want to do anything to make him more upset. • Assure the customer you are going to help • Restate the customer’s opening statement • Listen carefully • Write down key details • Display emphaty • Remain composed

31. Step 2 : what caused it: identfy the root cause of the problem • İnvestigate the situation • Apologize • Explain what happened

32. Step 3: what can I do ? • Tell the customer what you are going to do to solve the problem • Focus on what you can do • Offer your best solution • Never assign blame • Display empathy • Offer an alternative solution

33. Step 4 :what can I say: acknowledge the problem • Thank the customer for allowing you to make things right • Tell what you will do not avoid future problems • Offer some sort of compensation or restitution • Make follow-up call or visit

34. Step 5 : what needs to be done:fix what needs to be fixed • Analyze what went wrong • Review your company’s policies and procedures • Change what you can to make things better

35. NAZMİYE KANBEROĞLU / 0508050027