Professional Documents
Culture Documents
what happens;
Not by what life brings us, but by the attitude we bring to life.
A positive attitude causes a chain reaction of positive thoughts, events, and
outcomes.
It is a catalyst...a spark that creates extraordinary results."
--author unknown
Put Yourself in Your Customers
Place!
Your Customers
Perspective:
Whats In It For Me
WIIFM
WIIFM
3
Revisiting the Service
Excellence Formula
First Impressions, Cycle of Service,
Greeting the Customer
Stressors and Burnout
Plus
Cycle of Service, Communication, Determining Needs
WIIFM, Listening, HEAT , Plus
Dealing with Difficult Customers Meeting Needs
First Impressions, Cycle of Service, Plus
Communication, WIIFM, Listening, Making the Moment Memorable
HEAT, Dealing with Difficult Plus
Customers, Stressors and Checking Results
Burnout, Telephone Skills. Plus
Leaving the Door Open
Equal
SERVICE EXCELLENCE
4
COMMUNICATION IS
EVERYTHING!!!
COMMUNICATION IS everything you do
or say
or dont do or dont say
Good or Bad you communicate!
Eye Contact
Nod to Acknowledge
How Do our Customers
Communicate??
There are FOUR types of Customers
1. PRAISERS (Happy & will tell you so)
2. PATRONS (Happy but wont say anything)
3. TALKERS (Unhappy and are sure to let you
know)
4. WALKERS (Unhappy and just leave, never to
return) APPRECIATE the
TALKERS!!!
Communication
____%
58 of communication consists of body
language
____%
35 is expressed through tone of voice
____%
7 is communicated through words
10
Communication is a 2-way
Process
Communication skills involve: sender
sender
Barriers
receiver
The Communication Equation
What you hear
Tone of voice
Vocal clarity
Verbal expressiveness 40% of the
message
Effective
Encouragement Communication skills silence
to continue
1. Sender
2. Channel of Communication
3. Receiver
4. Feedback
5. Physical Environment
14
The Communication Process
MESSAGE
FEEDBACK
15
The Communication Process
16
Communication
Types of Communication
1. Non-Verbal
2. Verbal communication
3. Interpersonal communication
4. Formal communication
5. Informal communication
6. One way communication
7. Two way communication
17
Barriers to Communication
FILTERING
SELECTIVE PERCEPTION
EMOTIONS
LANGUAGE
NON-VERBAL CUES
18
Barriers to Effective
Communication
Language Noise
Time Distractions
Barriers to
effective communication
Too many Lack of interest
Questions
Distance Disability
Discomfort
with the topic
How to Overcome Barriers
Using Feedback
Simplifying Language
Listening Actively
20
How to Listen to Customers
Active listening = Attending skills (being ready)
Invitations
Questions
Encouragement
Empathetic Silence
Questioning Skills
Open Questions
Closed Questions
Paraphrasing
Check for
Understanding
Reflective Skills
Keeps the door open for further
communication
Paraphrasing
Reflecting Facts
Reflecting Feelings
Reflecting Silence
Summarising
Choosing your Words
Useful Phrases
Using Your Voice
Do you
26
The customer may not always be right,
but the customer is always the
customer!
27
Hear them out
Apologize to them
Take action
28
Taking the Heat
Hear them out
Empathize
Apologize
Take responsibility for action.
Hear them out
Hear them out moment
Validate feelings
How do you hear customers out?
Invite their story to be shared
How do you listen with the intent
Be careful to not assume
to listen and not the intent to
respond?
Empathize Moment
Empathize Moment
How do I practice empathy with
It makes sense vs. I understand
my customers?
Apologize Moment
Apologize Moment
How do you apologize for the
Right / Wrong vs. Apology
situation and not the concern?
How can you apply the HEAT formula to your most difficult customer?
Listening Vs. Hearing
LISTENING IS:
Voluntary
Requires conscious effort
Includes physical involvement
Includes mental involvement
HEARING IS:
Automatic
Involuntary
Unconscious
30
Five Steps For Effective
Listening
Noise
Attitude
32
Stressors and Burnout
Stress is
33
Remember
34
Remember
1. Pay attention to customers body language so you
can respond quickly & effectively if youre losing
them.
2. Be patient and polite!
3. Tell your customers how long an action will take.
Ask if they can wait or arrange for a follow-up
appointment.
4. Make sure you have all the information you need
from your customer BEFORE you end the
conversation.
5. Investigate and act to resolve the customers
complaint within ONE day.
35
A Positive Organisational Image
First impressions count and will affect the interaction. People make
judgements in the first 30 seconds.
Reliability
Confidence
Responsiveness
Efficiency
Consistency
Organisation