Basic Customer Service and Marketing Training

8/14/2019 Basic Customer Service and Marketing Training

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ASIC CUSTOMERASIC CUSTOMERERVICEERVICENDND

ARKETING TRAININGARKETING TRAINING


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Chapter I:

Target:

MARKET


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At the end of this chapter, participants mustbe able to:

Define the relationship between marketingand customer service.

Explore and understand the nature of the

organizations target clients.Identify the needs, wants and demands ofclients and how to satisfy these.

Identify and understand the

characteristics that affect clientbehavior.


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ARKETING AND CUSTOMERERVICE DEFINED

MARKETING CUSTOMER SERVICE

Business function thatidentifies customerneeds and wants,determines which targetmarket the organizationcan serve best, anddesigns appropriateproducts, services andprograms to serve thesemarkets.

Way of meeting,addressing andsatisfying customersneeds and wants in anacceptable anddesirable manner inorder to maintaincustomer loyalty andgain new ones .


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OPTOMETRISTS OPHTHALMOLOGISTSRighteous, and

authoritative

Do not admit their

mistakesExpect precision and

accuracy in presentation; has the tendency toask technical questions

Focus more on theapplication of eachproducts to differentcases rather than itscharacteristics.

Very accommodating andinquisitive on detailedpresentation

Very eager to learn aboutthe characteristics ofproducts.

Do not usually mark theirown price; they usually

ask for suggested retailprice

:EET YOUR TARGETENERAL BEHAVIOR OF CLIENTS


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OME OF YOUR TARGET S MAJOR- . . . .URN OFF s

Direct destruction of competitors products and

services.Empty promises.

Failure to observe and follow clientsconvenient or available time for presentation.

Think of it: Never fail to deliver what you are

expecting to get


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IN YOUR TARGET.NOW WHAT THEY EXPECT

As clients, they expect you toPresent truthful and precise product presentation in

a professional yet enticing manner.Be able to discuss and explain everything about

the products.Be able to discuss the benefits and disadvantage of

the products.Be able to offer options or alternatives to meet

different demands.Be able to fulfill commitment.Be able to set clients expectations.Be able to maintain relationship.


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Chapter II:

WINNING AT

THE GAMEOF MARKETING

AND SERVICE


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,At the end of this chapter participants must be:able to

Create personalized presentation techniqueby identifying clients personality, needs andwants.

Develop and improve verbal and non-verbalcommunication skills.

Develop and deliver excellent customerservice.


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actors Affecting CustomerBehaviorCulture - set of basic values ,

perception, wants andbehavior learned by amember of society from

family and other importantinstitutions.

Social - concerns the

customers small groups,family, social rules andstatus.

Personal - customers age and

life-cycle, stage, occupation,economic situation, lifestyle,personality and self-concept.

Psychological - involves the

customers motivation,perception, learning, beliefsand attitude.


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!o the Power TalkBe cautious about showing

your vulnerabilities withthe client.

Create the perception thatyoure a strong salesperson with a lot to offerand know when to build

rapport.Make suggestions in

declarative sentences, notframed as questions andspeak assertively with lowpitch.

React assertively tobantering. Within thebounds of decency andvalues, it okay to tolerateoverhearing it.

Present yourself as powerful

go-getter.Dont turn statement into

questions, especially ifyoure under fire.

Avoid hedging in presentingyour ideas and makepositive assertions.

Dont discount what you aresaying even before yousay it.


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!o the Power MovesBe aware of your smilingpatterns.

Watch how you hold yourhead because tilting andchin lowering conveys

vulnerability.Limit noises and nods.

Sit confidently duringpresentations. Pull up,put your arms on thearms of the chair andopen your posture.

Deliver a good, firmhandshake uponintroduction.

Avoid adaptors.

Always maintain

appropriate eye contact.:in k o f it o u a r e t h e r e f l e c t i o n o f w h a t

. h e o r g a n i z a t i o n i s


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AYS TO DELIVER EXCELLENTUSTOMER SERVICE

RECOGNIZE

Be consistent in maintaining andenhancing clients self-esteem.

Make them feel good about

themselves. Clients are moresatisfied with the interactionwhen they are treated fairly andcourteously.

Make them feel important; praise andcompliment them whenappropriate and show genuineappreciation or concern.


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EMPATHIZE

Ability to place oneselfwithin the other

person in order toexperience his or herfeelings. It is the keyto seeking first tounderstand. It is

listening with ears,eyes, and heart tomove below thesurface meaning tothe feelings and

issues that reallymatter.

A Y S T O D E LIV E R E X C E LLE N TU S T O M E R S E R V IC E


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SYNERGIZE

Involving clients in theinteraction whenappropriate, mostspecially in cases where

clients haveconcerns/problems thatdont have routine orclear-cut resolution. Bysoliciting clients ideas,

you are in effectinvolving them in thesolution, thereforesynergizing with them.

A Y S T O D E LIV E R E X C E LLE N TU S T O M E R S E R V IC E


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OUR PILLARS OF CUSTOMERERVICE EXCELLENCE

ACKNOWLEDGETHE CUSTOMER

- give customersyour undivided attention.

- greet clientspromptly and courteously.

CLARIFY THESITUATION

- practice ordevelop the skill ofempathic communication.

- provide accurate

information.


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EXCEED THE NEED -look for

opportunities to exceedcustomer expectations. - go the extra mile.

CONFIRMSATISFACTION

- gather feedbackto check for satisfaction.

- commit to follow-through, when necessary.

- thank thecustomer.

O U R P ILLA R S O F C U S T O M E RE R V IC E E X C E LLE N C E

:h in k o f it o n o t se ttle o n ly fo r g o o d

trive fo r so m eth in g b etter


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THANK

YOU!

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Basic Customer Service and Marketing Training