Customer Orientation

Joita Shah

Customer Orientation

Understanding your customer

Changing yourself as per the needs of your Customers

“People don’t buy products. People buy people”

You are the key to your Success

Choose your image

We are what we are Others see in us what we think of ourselves

What do you change?

Attitude!

Personal Hygiene

• Brushing teeth, regular bath, and mouth free from odor, neatly trimmed nails

• Hair must be short and trim and properly groomed

• Beards sideburns and mustaches must be clean and neatly groomed

• No fancy hair colors

Grooming

Empathy

I know how you feel

So how do we Customer orient?

•Need to be Welcomed ( Greetings, Welcome drink etc)

•Need to be recognised ( If you know your customer address by name or if not plainly ,“ May I help/ assist you”.

•Need to be guided properly ( Help him /her to choose the best product or service by genuine guidance)

•Need to feel comfortable( Make him /her feel comfortable and easy

Understand:

Personal Hygiene

• Brushing teeth, regular bath, and mouth free from odor, neatly trimmed nails

• Hair must be short and trim and properly groomed

• Beards sideburns and mustaches must be clean and neatly groomed

• No fancy hair colors

Grooming

First Impressions

• You are the First point of contact with the Customers

L isten Actively

I mmediately Apologize

Show Empathy

T ake Ownership

E stablish Action Plan

N ote Feedback on Action

5 Steps to Listening Effectively

ReceiveInterpret

Evaluate

Remember

Respond

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Communication Effectiveness

Words

Tone of Voice

Body Language

The Message Delivery System.

Adding the ‘Zing’

Enthusiasm spells the difference between mediocrity and accomplishment

Offering Help

• I would be happy….

• Would you like me to……

• If you like, I could……

• May I……..

Making suggestions

• May I suggest…….

• How about……..

• Why don’t I…….

• We/I could…….

• We may want to……

Agreeing

• Definitely……• Yes, of course….• No, not at all…..• Please do…..• Absolutely• Sure…….• No problem……..

Asking for permission

• May I….• Would you mind if I…..• Could I……..• Do you think I can………

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The Skills For Active Listening

Give the customer your full attention.

Make eye contact.

Check for understanding.

Use physical & verbal responses.

Write it down.

Summarise what the customer said.

It is the attitude not the aptitude that takes you to altitude

Don’t forget to