Power point session 3

Establish Contact with Customers

Initial Greeting MOST important

Face to Face greetings

SMILE

GAIN AND MAINTAIN EYE CONTACT INTRODUCE ONE SELF : GOOD MORNING / AFTERNOON HELLO I’M ……. I AM YOUR……

INITIAL GREETING

ATTENTIVE AT ALL TIMES

OPEN BODY LANUAGE GESTURES

MAINTAIN EYE CONTACT

BODY LANGUAGE

BODY LANGUAGE

SMILE, EYE CONTACT GREETING CUSTOMER BY NAME NOT INTERUPTING WHILE THEY SPEAK OFFERING TO ASSIST OFFER ADDITIONAL SERVICES WHERE

APPROPRIATE BE ALERT TO ANY SPECIAL NEEDS THANK THEM FOR THEIR CUSTOM SAY GOODBYE & ENCOURAGE THEIR RETURN

ESTABLISH RAPPORT WITH CUSTOMERS

FRONT DESK FIRST IMPRESSIONS

VIDEO

PROVIDE OPPORTUNITY TO LEARN WHAT THE CUSTOMER REALLY THINKS

HELP TO PREVENT SIMILAR PROBLEMS OCCURING AGAIN

OFTEN OPEN A COMMUNICATION CHANNEL TO REVEAL OTHER CONCERNS

DIFFICULT CUSTOMER SITUATIONS “COMPLAINTS”

DIFFICULT CUSTOMER SITUATIONS “THE IRATE CUSTOMER”

THE FOLLOWING SIX STEPS WILL HELP YOU SUCCESSFULLY MANAGE THE IRATE CUSTOMER

D-E-F-U-S-ETHE IRATE CUSTOMER

“D” IS FOR “DON’T LOSE YOUR COOL”

DON’T TAKE THINGS PERSONALLY LISTEN TAKE NOTES STAY COMMITTED TO THE CUSTOMER

D-E-F-U-S-E

“E” IS FOR “ENCOURAGED VENTING”

LISTEN DON’T INTERUPT GIVE “VERBAL NODS”

D-E-F-U-S-E

“F” IS FOR “FOCUS ON FEELINGS”

USE EMPATHY APOLOGISE BLAMELESSLY ON BELHALF OF

THE BUSINESS / COMPANY OFFER TO HELP

D-E-F-U-S-E

USE EMPATHY WHEN A CUSTOMER IS EXHIBITING A STRONG EMOTION

KEEP A CALM AND UNDERSTANDING TONE

BE GENUINE

TIPS FOR USING EMPATHY

“U” IS FOR UNCOVER THE FACTS

ASK QUESTIONS

FILL IN THE INFORMATION GAPS

D-E-F-U-S-E

“S” IS FOR “SUGGEST A SOLUTION”

DON’T MAKE EXCUSES FOR THE PROBLEM KEEP THE CUSTOMER INVOLVED LET THE CUSTOMER KNOW WHAT YOU

INTEND TO DO TO SOLVE THE PROBLEM

D-E-F-U-S-E

“E” IS FOR “END POSITIVELY BY CHECKING”

MAKES SURE THE CUSTOMER UNDERSTANDS THE ACTION PLAN

THANK THE CUSTOMER

D-E-F-U-S-E

HOMEWORK ACTIVITY –

PROVIDE DETAILS ON CUSTOMER ISSUES OR COMPLAINTS YOU HAVE DEALT WITH AND SOLUTIONS OFFERED

QUESTIONS ????

NEXT WEEK – COMMUNICATE ACCURATE AND RELEVANT

INFORMATION, REMAINING SENSITIVE TO CUSTOMER NEEDS