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® The ImageMaker, Inc.
GOING THE EXTRA MILE FOR YOUR CUSTOMER
® The ImageMaker, Inc.
• Why customer appreciation? • Communication techniques • Know yourself and your customer • Customer resolution • Going the extra mile
® The ImageMaker, Inc.
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
® The ImageMaker, Inc.
• 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.
® The ImageMaker, Inc.
Customer Perception = Delivery Expectation
If your customer PERCEIVES that
you are not meeting or exceeding their
expectations, you will lose them
® The ImageMaker, Inc.
Rate according to importance
® The ImageMaker, Inc.
Verbal and Nonverbal
® The ImageMaker, Inc.
® The ImageMaker, Inc.
® The ImageMaker, Inc.
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
® The ImageMaker, Inc.
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
® The ImageMaker, Inc.
Sender
Receiver
Message
Communication Vehicle
® The ImageMaker, Inc.
® The ImageMaker, Inc.
® The ImageMaker, Inc.
® The ImageMaker, Inc.
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.
® The ImageMaker, Inc.
What it is not:
•Giving Advice •Judging •Demeaning •Dismissing
® The ImageMaker, Inc.
Use of “trigger” words/phrases
Personal biases
Environmental distractions
® The ImageMaker, Inc.
•Faking attention
•Judging the speaker
•Listening to gather evidence to argue
•Rehearsing counterarguments inside your
head
•Tolerating distractions
® The ImageMaker, Inc.
• Improve relationships • Helps to avoid a difficult situation • Gives us an opportunity to learn
more • Decreases stress • Helps to clarify situations
® The ImageMaker, Inc.
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.
® The ImageMaker, Inc.
Finish eating/ drinking before servicing a
customer.
Maintain a clean and neat customer service
area.
When shaking hands, make “web to web”
contact.
® The ImageMaker, Inc.
Show appreciation for the customer you are
presently serving by finishing with them --before
answering a ringing telephone.
® The ImageMaker, Inc.
Avoid idle chatter and gossip.
Maintain an air of readiness to assist.
Present a calm demeanor, even
when your feathers are ruffled.
® The ImageMaker, Inc.
Always identify yourself.
Project a smile.
Speak clearly at an even pace.
® The ImageMaker, Inc.
Build rapport Fact-find using empathetic listening Answer as soon as you are able to
® The ImageMaker, Inc.
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.
® The ImageMaker, Inc.
Like you to be direct
Like to have fun
Like new products
Like proven products
Like showy products
Like traditional products
® The ImageMaker, Inc.
Know your behavior style.
Know you customers’ behavior style.
Blend your style with theirs to avert
tension.
® The ImageMaker, Inc.
Are they in a hurry?
Are they talkative?
Are they attracted to a display of NEW
items?
Are they making direct eye contact?
® The ImageMaker, Inc.
Are they quiet?
Are they casually shopping?
Are they more interested in the “tried and
true” items?
Do they make indirect contact with
others?
® The ImageMaker, Inc.
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?
® The ImageMaker, Inc.
Do they appear self assured? Are they detail oriented? Are they interested in “getting the task
done” without eliciting other opinions?
® The ImageMaker, Inc.
For the customer who is extroverted and
people oriented.
Be friendly, not dominating.
Ask for their opinion and ideas.
Use testimonials
® The ImageMaker, Inc.
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.
® The ImageMaker, Inc.
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
® The ImageMaker, Inc.
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
® The ImageMaker, Inc.
“E-Excuse me”
® The ImageMaker, Inc.
“Hey You”
® The ImageMaker, Inc.
“I’d like to explain
something to you”
® The ImageMaker, Inc.
“Ummmm, I’m not sure
yet”
® The ImageMaker, Inc.
“I’m not happy with…”
® The ImageMaker, Inc.
Don’t you agree?
® The ImageMaker, Inc.
“Nothing recorded”
® The ImageMaker, Inc.
Dissatisfied Customers:
Tells 5 others
Who tell 12 others
Now 73 people know
® The ImageMaker, Inc.
Reports indicate that companies
lose customers for a variety of
reasons.
Sixty Percent go elsewhere
because they felt people were
indifferent to their needs.
® The ImageMaker, Inc.
Their expectations have not been met.
They were already upset.
They are tired, stressed, or frustrated.
They feel that no one will really listen.
® The ImageMaker, Inc.
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.
® The ImageMaker, Inc.
Their integrity or honesty has been questioned.
They were given a flip/smart answer.
® The ImageMaker, Inc.
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.
® The ImageMaker, Inc.
To clear up the problem so it never
happens
again.
Immediate action.
Some form of restitution.
Someone to be reprimanded!
® The ImageMaker, Inc.
Their integrity or honesty has been
questioned.
They were given a flip/smart answer.
