customer relations: how to create a "win-win" environment for your business, office, or...
TRANSCRIPT
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A Communications Company…….
616 Carlyle PlaceUnion, NJ 07083
Phone 646 678-1709
www.CliffordLMarshall.com/custrel.html
Clifford L. MarshallCommunications
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Leadership
It All Starts
At The Top
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The Leadership style of the head
of an Office/Business can
usually be figured out by
assessing the behavior of the
staff
It All Starts At The Top -Leadership
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1. Provide direction and
meaning
2. Generate and sustain trust
3. Creates a sense of urgency
and a willingness to risk
failure to achieve results
4. Are purveyors of hope
It All Starts At The Top -Leadership
Effective Leaders share 4 Basic Traits:
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Through the eyes of the leader
customers get a sense of how
they should perceive the office
or business
It All Starts At The Top -Leadership
Perception of the Office
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It All Starts At The Top -Leadership
Vision/Mission Statement
Every office should have a
Vision/Mission statement which
basically tells what the office
wants to accomplish (vision)
and what will happen when it is
accomplished (mission)
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It All Starts At The Top -Leadership
Creating Systems
Leaders understand that a great
system can take ordinary
people and get Extra-ordinary
results. It’s important to assess
the system to insure that
barriers are not hindering the
success of the team.
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Understanding About The
Customer and Their
Expectations
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– Why is it Necessary?
– Who should provide it?
– What should be provided?
Overview of Customer Relations
Understanding About The Customer and Their Expectations
Profile of a Customer
– What is the Make-up ?
– What are their Expectations?
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– Who are the service providers?
– What are their expectations?
– Why do they exist?
Understanding About The Customer and Their Expectations
Role of the Service Provider
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– You Know them; They Know You
– They refer friends, family and
acquaintances
– They prefer to be serviced by you
Understanding About The Customer and Their Expectations
Students are forever connected
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Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
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– What is Meant by Appearance?
– Why is it important?
– Can Appearance cause a
negative atmosphere?
Appearance of Office/Business
Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
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– Good Looking Furniture
– Nice paint job
– Floor/Carpet cleaned
– Bulletin board kept neat
– Desk neat if in view of
customers
Elements needed to Create a Great Atmosphere
Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
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– What is Image Management?
– Does staff Project the correct
Image?
– What’s A Professional Image?
Image Management
Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
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Communication
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– What is
Communication?
– Why is it Important?
Communication
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– Verbal Equals Less Than
50% of Communication
Three Ways of Receiving Information
1. Visionary
2. Sensorial
3. Auditory
Two Forms of Communication
Communication
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– Non-Verbal Equals More Than
50% of Communication
Three Body Language Movements
1. Smile
2. Eye Contact
3. Nod
Two Forms of Communication
Communication
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– 4 Basic Personalities
Recognizing Personality Types
Shark
Dolphin
Urchin
Whale
Communication
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Face to Face – 8 Qualities Needed
1. Good Listener
2. Smile
3. Neat Appearance
4. Strong Presence
5. Multi-task Ability
6. Well Organized
7. Leadership Ability
8. Good Follower
Communication
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Building Rapport – Art of Building Trust
1. Tone of Voice
2. Words Used
3. Body Language
Communication
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Telephone and Email
1. Pick Up Phone ASAP
2. Greet Caller and identify the Office
and yourself
3. Listen Carefully
4. Take a detailed message
5. Thank caller for holding
6. Be courteous and transfer the call
7. When emailing write in as much
detail as possible
Communication
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Amateurs Say ……., Experts Say……..
1. I don’t know…, I will find out…
2. No…, What I can do is…
3. That’s not my job…, Ms/Mr can
help you…
4. It’s not my fault… ,Let me see
what I can do……
Communication
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Amateurs Say ……., Experts Say……..
5. Please speak to my manager…, I can
help you with…
6. You want it by tomorrow…, I will do
my best…
7. I’m busy right now…, I will help you
in……
8. Call me back…, I will call you back…
Communication
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– Why are they in Place?
– What Can be done to Eliminate
Them?
– How Can We Provide Good
Service with Them in Place?
– Asking Open-Ended Questions to
Identify Customers needs/wants
Identifying Barriers for Success
Tearing Down Walls
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The Customer is not always Right, but the Customer is the Customer!!!
Dealing With Angry Customers
Staff must stay under control
•Be Proactive
•Don’t take anything Personal
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The Customer is not always Right, but the Customer is the Customer!!!
Dealing With Angry Customers
Customers will get under control with
the help of staff
• Let anger subside before assisting
•Acknowledge customers feelings,
Don’t try to fix feelings
•Always pause before responding
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1. Get as much information as
possible; Stick to the facts
2. Stay with the Customer
3. Get the customer involved with the
solution
Dealing With Angry Customers
3 steps in moving from problem to solution
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Rebuilding Trust
• Solve the Problem ASAP
• Keep the Customer in the loop
• Make Atonement for any inconvenience
Dealing With Angry Customers
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Secret of Success
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