Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall LIFE: Little Things In any transaction with a customer, the “little things” can make or break the experience The key little things covered in Chapters 2 through 5 include Behaviors that engage customers Effective listening Optimal telephone techniques Effective use of electronic media 19 Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS Chapter Two USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Learning objective 1: Distinguish between behaviors and outcomes, goals, or hoped-for results Behaviors are what people DO Behaviors can be observed, measured Behaviors convey meaning to others (the meaning is determined by the receiver of the “message”) Perception is reality Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Behavior is what people do Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Customers encounter two personalities The person who serves them The organization The personality of the organization is called its “culture” Talk about the culture of companies Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Learning objective 2: Recognize kinds of behaviors that please customers Verbal communication such as greeting, offering solutions, thanking, etc. (see p.23) Non-verbal communication (gestures, proxemics, personal space, furniture, touch, etc. (see. P. 22) A company’s personality comes through it organizational behaviors (Example Yum! Brands, “recognition culture”, p. 21) Review 22 Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Seek to identify “vital behaviors” Explicit actions that have greatest impact such as Greeting customers when they enter the shop Thanking customers Answering phone within a few seconds Offering to carry or warp goods Explaining how to use products Importance of Vital Behaviors may differ across business types Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Learning objective 3: Apply action tips that convey positive personality WHEN MAKING CONTACT WITH CUSTOMERS 1. Greet like guests (initiate conversation, make eye contact, etc.) 2. Plant seeds for relationship building (use ice-breakers, anticipate customer needs, provide information, offer suggestion/recommendation, etc.) 24/25 Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Action tips . . . FOR ESTABLISHING RAPPORT 3. Smile 4. Complement freely and sincerely 5. Call by name 6. Ask, “How am I doing?” 7. Say please, thank you and you’re welcome 26/27 Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Action tips . . . TO COMMUNICATE REASSURANCE TO CUSTOMERS 8. Reassure customer’s decision to do business with you 9. Reach out and touch 10. Discipline your self-talk to enjoy people and their diversity 28 Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Action tips . . . FOR PROJECTING PROFESSIONALISM 11. Pay attention to your dress, grooming and workplace attractiveness 29 Take quiz page 31 Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Learning objective 4: Promote organizational behaviors that convey a customer-centered culture Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Action tips . . . THAT CONVEY A CUSTOMER-CENTERED CULTURE 12. Consider your company’s appearance 13. Get customers to interact with your organization 14. Correspond regularly (the old-fashioned way) 15. Use hoopla and fun 16. Reward the right actions 17. Stay close after the sale or transaction 31/32/33/34 Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall The ways managers and leaders interact with subordinates and associates will impact on the way all employees behave toward customers. Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall Attention to the little things—the behaviors that may be quite subtle—is critically important to engaging your customers Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall

Copyright ©2014 Pearson Education, Inc. publishing as Prentice Hall