2007 AMIC National Retail Conference Workshop No 3 Employees vs Loyal Customers Presenters Paul Sandercock Ken McKell National Retail Coordinator Manager.

Slides:



Advertisements
Similar presentations
BUSINESS COMMUNICATION ENGB213
Advertisements

Harnessing a Customer Customer Minded Workforce. Customer Service Challenge your paradigm of customer service... Foster a culture of customer service.
Personal Finance Bell Ringer Agenda
Effective Listening Skills
Basic Communication Skills
Managing Work Relationships
Subject Specialist Mentor Training. For mentors to be able to: Discuss the need for and origins of subject specialist mentoring State the difference between.
Fa 1. 2 Communicating Conflict Ma Chung University Malang, 14th February 2013 Ma Chung University Malang, 14th February 2013 Santi Djiwandono - EBA.
VITAL SKILLS FOR DEVELOPING RELATIONSHIPS REQUIRES MUTUAL EFFORT Communication Skills.
1 CUSTOMER SERVICE. 2 Benefits of Great Customer Service Critical to any successful business Productive Happy Employees Reputation & Decor Increased Patronage.
Tool #9: Active Listening Employee Success Toolkit Copyright Harriet Meyerson
Chapter 3 Nonverbal Communication and Teamwork
 Service : activity done for another person  Hospitality is the business of satisfying people’s needs  Customer Service : total customer experience.
INTERPERSONAL SKILLS PRESENTATION NOTES FOR
Leadership in the Baldrige Criteria
Marketing for Hospitality and Tourism
Chapter 11 Learning Together. Building Relationships with Children  Nonverbal messages 70 percent of our message uses no words Includes facial expression.
Chapter 3 Listening and Nonverbal Communication
SIMPLE ACTIONS – BIG RETURNS
NONVERBAL COMMUNICATION
Body Language. In 1971, US Educational Psychologist Albert Mehrabian published his famous 7%-38%-55% Rule on non- verbal communication. He found that.
Body Language. Introduction 93% communication is non verbal: Body Language 55% Tone of Voice 38% Verbal 7%
Communication skills Communication Skills.
Training and Development. Why Train Staff? Reasons why training programmers are carried out: New employees provided with skills and knowledge To satisfy.
Communication.
(second logo) Customer Care (second logo) Customer Care.
Delivering Service Excellence Presented by: Tracey Johnson-MBA-ASI Barbados Chapter National Initiative for Service Excellence ASI Convention Mexico 2014.
Chapter 5 Nonverbal Communication. Vocabulary  Nonverbal Message- Facial expressions or body language used to convey messages  Body language- The way.
Customer care 1. Objectives Understand customer and his needs Taking care of customer to his satisfaction Listening to customer Complaint handling
Effective Communication
During an Interview: It’s Show Time
Actions Speak Louder Than Words. Types of Nonverbal Communication Appearance Gestures Posture Eye Contact Facial Expression Vocal Cues Spatial Relations.
Non verbal communication. © copyright 2001 Commonwealth of Australia Funded under the Workplace language and Literacy Programme by the Commonwealth through.
Body Language The gestures, postures, and facial expressions by which a person manifests various physical, mental, or emotional states and communicates.
/0904 © Business & Legal Reports, Inc. BLR’s Human Resources Training Presentations Managing Non-English- Speaking Employees.
SUPERVISORY SKILLS. Objective ►To develop excellent team in order to achieve organizational goals. ►People are asset to every organization, without them.
©2006 Pearson Education, Inc. Marketing for Hospitality and Tourism, 4th edition Upper Saddle River, NJ Kotler, Bowen, and Makens Chapter 10 Internal.
Communicating Effectively How are your communication skills?
Welcome! Getting the Most out of Your Managers. Better to Give than Receive! n Responsibility and Resources n Power and Authority n Truth and Consequences.
Listening and Nonverbal Communication. Listening.
Body Language.
Marketing, Interpersonal Skills, Chapter 10 Slides 1 Interpersonal Skills Chapter 10 Marketing 1.
Service and Relationship Marketing Module:2 Chapter:1 Managing People for Service Advantage.
Public Speaking Nonverbal Communication. Vocabulary  Nonverbal Message- Facial expressions or body language used to convey messages  Body language-
COMMUNICATING IN THE WORKPLACE. What is Communication The activity of sending meaningful information.
Chapter 3 Nonverbal Communication and Teamwork Business Communication Copyright 2010 South-Western Cengage Learning.
HOST Training The Tourism Host. Canada’s Tourism Challenges, Issues and Concerns: 1)Industry Image – tourism is not viewed as a true profession. 2)Unskilled.
EFFECTIVE COMMUNICATION SKILLS
SHRM Thought Leaders Conference Scottsdale, AZ October 5-6, 2009.
Welcome back to Public Speaking class!
Basic Communication Skills Presented by Abdul Rasheed.
Non-Verbal Communication a.k.a. Body Language. Breaking Down Communication Verbal – just the words, easiest to control Non-verbal – all the other messages.
COMMUNICATING IN THE WORKPLACE. Communicating in the Workplace Negotiating; bargaining; persuading Greeting people; representing others to the public;
REWARDS. A WELL-PLANNED REWARD SYSTEM IS A KEY STRATEGY IN… ATTRACTING, MOTIVATING & RETAINING EMPLOYEES.
COMMUNICATING WITH OTHERS Ch. 3. What is communication?  The act in which one person sends a message to another person and receives a response.  2 people.
Introduction to Business & Marketing
©2006 Pearson Education, Inc. Marketing for Hospitality and Tourism, 4th edition Upper Saddle River, NJ Kotler, Bowen, and Makens Chapter 10 Internal.
2.01 Communication Why is it important at the work place?
Chapter 5 Lesson 2 What is communication?. Communication is when 2 or more people exchange thoughts, feelings, and beliefs. Listening and speaking form.
- Body Language is non-verbal communication that involves body movement. -people in the workplace can convey a great deal of information without even.
The Art of Satisfying Customers Session Objectives  Review previous session topics  Review techniques to find out customer needs and expectations 
Your Teacher Wants …and complete tasks during the lesson. STOP talking and LISTEN when the teacher is speaking…. INCREASE YOUR SHARE VALUE To get a good.
1 COMMUNICATION SKILLS UNT in partnership with TEA. Copyright ©. All rights reserved.
Standard 4.1 Aptitudes in Customer Service. Aptitudes.
Organizational Communications and Its Importance to Company Growth. Presented by: Kenneth Martinez Organizational Communications Manager.
INTERNAL MARKETING Chapter 10 Kotler, Bowen, Makens and Baloglu Marketing for Hospitality and Tourism.
Communicating in the Workplace
Therapeutic Communication Skills
Complaint Handling: Keeping Guests Happy
Communication Skills and Customer Care
Presentation transcript:

2007 AMIC National Retail Conference Workshop No 3 Employees vs Loyal Customers Presenters Paul Sandercock Ken McKell National Retail Coordinator Manager - Human Resources

Recruiting & Retaining the Right Employees Your Human Resource Management Role Recruitment & Induction Procedures Matching the Job Skills with the Employee The Workplace Culture

Recruiting & Retaining the Right Employees Company Values vs Employee Values The need to Coach & Mentor Employees The Value & Benefits of Effective Training Employee Rewards & Recognition

Recruiting & Retaining the Right Employees How to Retain Good Employees How to Deal with Workplace Conflicts? Clearly Established Company Rules TEAMWORK IS THE KEY

Building Loyal Customers “A Satisfied Customer, We should have him stuffed” Basil Fawlty of Fawlty Towers, 1975

Building Loyal Customers Internal & External Customers Your Customer Profile Creating Memorable Moments Meeting Customer Expectations

Creating a Service Culture Get to Know Your Customers (more) Set Standards that Focus on Customers Improve Communications Listen to Customer Needs Improve Staff Management by More training Implementing staff suggestions Implementing staff suggestions Sharing customer information Sharing customer information

Creating a Service Culture “The longer you wait the harder it is to produce outstanding customer service” William H Davidow Author, Marketing High Technology “Do what you do so well that they will want to see it again, and bring their friends” Walt Disney

Understanding Body Language

Describes our thoughts & feelings A powerful non verbal communication Your body language vs your customer’s

Understanding Body Language Get in touch with the way other people feel 55% Body Language 38% Tone of Voice 38% Tone of Voice 7% Words 7% Words

Reading Body Language Open Gestures – Interested Closed Gestures – Nervous Relaxed Gestures – well balanced / gentle smiles Eyes Closed / Pinching bridge of nose - Negative Tugging at Ear - Unsure Stroking Chin - Thinking Tilted Head - Interested Rubbing Hands - Anticipation

Understanding Body Language “I Speak Two Languages, Body & English” Mae West

Feedback: Privacy Policy Feedback
Do Not Sell My Personal Information
About project: SlidePlayer Terms of Service

© 2025 SlidePlayer.com. Inc. All rights reserved.