2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.

Slides:



Advertisements
Similar presentations
2.02 Questions and Answers.
Advertisements

Bell Ringer What are the desired characteristics you would like to see in your boss? What are the desired characteristics you expect in employees who report.
STANDARD-3.2 & 3.3 Customer Service. Satisfied –vs- Dissatisfied Customer.
Marketing Indicator 2.01 Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)
MARKETING 2.01 Questions.
“People do not want to be less informed. They want to be more informed with less information!” To move forward, backward or to a Contents page, move your.
Note: Lists provided by the Conference Board of Canada
Customer service Dr. Ihab Nada DOE, MSKMC. What is Good Customer Service? The ability of a person to use their knowledge, expertise and proficiency to.
New Supervisor: Skills for Success
Working with Citizens: Delivering Great Service to Residents and Customers Prepared and Presented By Alan Vandehaar Iowa State University Extension & Outreach.
2.02A – FOSTER positive relationships with customers to enhance company image. Marketing 6621.
2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.
Handling Customer Complaints
2.05 Difficult Customers.
Provided by the LAUSD Food Services Division
SEM A - Customer Relations
Performance Indicators Exam QuestionsPromotionMerchandisingGeneral
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part Explain the importance of effective communication in customer service.
7.
Building Health Skills
National Food Service Management Institute
SEM A - Customer Relations
Exhibit Professionalism Characteristics of Health Professionals.
Reaching Goals: Plans and Controls
1.00 Notes and Practice Questions
Dr. Angela Young Management Department College of Business and Economics.
© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved. Chapter.
Purpose of adapting communication to a client’s cultural or social community.
Jeopardy. III III IVV Question I 100 Back A false written statement that causes a person to be ridiculed or damages the person’s.
LEADERSHIP. What is leadership? Leadership is a process by which a person influences others to accomplish an objective and directs the organization in.
Chapter 7 | ProStart Year 1
Chapter 15 Closing the Sale
Chapter 7 Communication.
Have a Customer Focus Understand the selling process and the importance of customer service.
Success in the Workplace
Lesson 1 Taking responsibility for your health begins with a commitment to take charge of your actions and behaviors in a way that reduces risks and promotes.
Lesson 1 Taking responsibility for your health begins with a commitment to take charge of your actions and behaviors in a way that reduces risks and promotes.
Prepared by SOCCCD Office of Human Resources
Slides prepared by Petra Bouvain University of Canberra.
CUSTOMER SERVICE. 2 Learning Curve He who knows not and knows not that he knows not....________________ He who knows not and knows that he knows not......___________________.
Customer Relations Foster positive relationships with customers to enhance company image.
DEOMI Diversity Competencies
Customer Service It can “make” or “break” a business!!
Basic concept of customer service Basic communication skills of dealing with customers.
By: Beverly Flaxington American Management Association.
Queen’s Management & Leadership Framework
The Manager as a Leader Chapter 12. The Importance of Leadership Definition: Leadership is the ability to influence individuals and groups to cooperatively.
2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.
Customer Service Training Lesson 6 Customer Relations I.
What does it all mean?. Communication Skills  Communication is the transfer of a message from one person to another. Maybe spoken, written, non-verbal.
1.08 Resolve conflicts with/for customers to encourage repeat business.
New Supervisors’ Guide To Effective Supervision
© Copyright 2011 by the National Restaurant Association Educational Foundation (NRAEF) and published by Pearson Education, Inc. All rights reserved. Chapter.
 Marketing The Positive Relationships of Selling.
Foster positive relationships with customers to enhance company image.
© 2011 South-Western | Cengage Learning GOALS LESSON 4.1 DEVELOP A PARTNERSHIP Describe personal traits and technical skills required to build a partnership.
Chp 2, L1 Bell Ringer 10/15/14 What are two ways you could show support for a health cause or organization? Please label the very top (white pages)
Summer Institutes Level 1 FRMCA Level 1, Chapter 7 Communication.
©SHRM SHRM Speaker Title Bhavna Dave, PHR Director of Talent SHRM member since 2005 Session 2: Relationship Management Competencies for Early-Career.
The Sales Process Seven Steps of Selling.
What is Selling?. The Sales Profession n One of the oldest and most valued businesses. n Compete for their share of the market to realize profit. n Essential.
2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.
PowerPoint to accompany:
Customer Service, Balanced Scorecards: The Road to Becoming a Service-Oriented Organization 1.
Objective 2.02 Review Questions
2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.
SEM A - Customer Relations
Chapter 7 Communication.
2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.
Chapter 7 Communication.
Presentation transcript:

2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621

Identify beliefs held by employees who have a customer-service mindset Fostering positive customer interactions vs. negative View negative customer interactions as a way to identify customer’s needs View your work through the eyes of the customer Define your functions with the customer in mind

Importance of exhibiting a customer-service mindset Customer satisfaction = Profit Goodwill/positive feelings develop Gathers information about customer buying decisions Avoids loss of sales Avoids markdowns and sales returns Avoids delays in sales

Occasions for exhibiting customer-service mindset When a customer is upset and angry, the employee should act quickly to correct the mistake. Employee should demonstrate a focus of attention on the customer when there is a problem.

Guidelines for exhibiting customer-service mindset Measure regularly through customer feedback Measure internally for employee satisfaction Customer satisfaction = employee bonuses (incentives) Link customer satisfaction to other business goals

Demonstrate a customer-service mindset Employee shows clear, relentless, unwavering focus on the customers. Internal customer (co-workers) satisfaction is important

Activity 1 Divide Paper into a Clock- 12, 3, 6, & 9 Make appointments for each time. Write: Select an employee whom you can observe to identify that person’s efforts in exhibiting a customer-service mindset. Record your observations Share them with 12 o’clock and 3 o’clock appointments. 6 o’clock - Suggest/talk about how your experience could improve. What could they have done differently. With your 9 o’clock create a list of the five most unique ways that employees exhibited a customer-service mindset.

Activity 2 Read Article: “Creating the Service Mindset: Where does it Start?”

Service orientation Listening to and understanding the customer. Customer satisfaction is high priority.

The Relationship between communication and service Clear communications from sales personnel will ensure customer buys the product that best suits his needs. If there is a problem, then clear communication is imperative so that the employee can act precisely and quickly to clear up the problem for the customer. Clear communication is again necessary in record keeping so that the data can be used to influence future business decisions Clear communications to receive feedback from customers and employees on satisfaction levels

Different Ways employees demonstrate service orientation. Greets the person promptly and courteously. Pays attention to the person. Asks questions to determine the person's needs. Listens carefully and empathizes with the person's concerns. Offers relevant information. Summarizes to check for understanding. Acts or agrees on a clear course of action. Tries to do better than expected. Asks questions to check for satisfaction. Follows through. Thanks the individual. Takes surveys to determine people's needs. Is courteous to citizens, clients, patients, etc. Does not "pass the buck.” (Play the “blame” game)

Procedures for reinforcing a service orientation through communication Use customer surveys to pinpoint areas for improvement Use employee surveys to pinpoint areas for improvement Develop a follow up procedure to determine levels of customer satisfaction after the sale

Activity Select a job in marketing, and write five ways or statements that an employee in that role could reinforce a service orientation through communication.

What is the purpose of Adapting communication to a client’s cultural or social community? To avoid offending clients with your lack of sensitivity to their needs. To better assist clients to make the right purchase for their needs.

What is the importance of context in communication? Context is the surrounding story or thought process of a communicated idea. It is what helps get the point across. The wrong context can completely skew the meaning.

Reasons for adapting communication to the cultural or social differences among clients. Our market is very global and therefore impacts many different cultures socially and geographically. The success of all companies depends on their abilities to understand cultural differences and work with them to keep all customers happy and well-informed to make the best buying decisions. It is impossible to achieve customer satisfaction without clearly communicating product features and benefits. Clients could be offended by your lack of understanding of their culture’s typical use of a product.

Skills associated with adapting communication. Empathy – Risk taking – Problem solving Being patient, flexible, and empathetic are key personality traits when dealing with communication barriers.

Different ways to adapt communication to the cultural or social environment of clients. Language Material culture (understand the way a country makes products and you will understand how they value the products) Aesthetics (what a culture considers valuable or beautiful) Social organization (what is acceptable in a culture) Religious beliefs, attitudes, values, space and time

Activity – 1 2.02 Indicator Activity Scenarios Partner with a classmate. You will draw a scenario/situation and country. You must develop a 3 – 5 minute presentation (EX: Powerpoint, skit, “how to” talk, life coach presentation for a client, “do’s and don’ts brochure) to show how you would adapt your communication style to the cultural/social differences among clients. You will use www.cyborlink.com to identify cultural information, social differences, behavior expectations, and communication requirements. Explain your situation to the class.   Present the information to the class and allow them to record how you adapted communication to the situation. Ask classmates to explain what they observed about the country’s cultural information, social differences, behavior expectations, and communication requirements and how they could improve the communication.

Activity – 2 With a partner, develop a skit showing how you would adapt your communication to the cultural/social differences among clients. Explain the situation to the class. Present the skit to classmates, while they identify and record how you adapted communication to the situation. At the end of the skit, ask classmates to explain what they observed and how they could improve communication.

Explain the nature of customer inquiries. Inquiries can be sincere or hidden Ex: Sometimes “price” is the hidden problem and the customer will complain about color

Identify the types of customer inquiries Merchandise Defective, wrong size or color, damaged, improper labeling, not meeting customer needs, customer purchased the wrong product Store personnel High pressure sales, rudeness, providing insufficient product information, being inaccurate Business Unhappy with the number and types of services offered, unhappy with business policies)

Know your Company! You must understand how to apply company policies to each situation in order to remain fair. You must know the company capabilities in order to handle the customer inquiry rapidly and satisfactorily Ex: Policies, History, Capabilities, etc.

Why product knowledge? Product knowledge is a necessity in order to respond to the customer situation in the best manner. Product knowledge is needed to understand the customer’s problem with a product Understanding of the product makes it easier to understand the company policy in respect to the product

How to handle customer inquiries: Listen to determine reason for complaint (shows a concerned attitude) Restate the complaint (show your understanding of the problem) Investigate the problem (determine how to handle) Explain the store policy (desire to maintain fairness by following store policy) Take action (quick action makes the customer feel important)

Demonstrate use of proper procedure for solving a customer inquiry in a marketing situation.

Activity With a partner, create a skit that demonstrates the proper guidelines for handling customer inquiries. Examples of possible inquiries: Merchandise, Store personnel, or business. Using a performance checklist, evaluate the students’ demonstration. Discuss your ratings with the class.

Term business policy: General rule that personnel should follow in order to avoid misunderstandings and apply fair and consistent treatment to all situations

Characteristics of effective business policies Goal should be customer satisfaction Policy should be used consistently Policy should be flexible Policies should be well understood by employees

Why do business’ have policies? The policies create a business image and help you to consistently maintain that image.

Types of policies that affect customers: Purchase policies Return and exchange policies

The employee’s role in interpreting business policies. Employees are the ones dealing with customer inquiries and must learn how to apply business policies to each situation. Clear policies must be communicated to employees so they will understand how to implement them.

Business policies should be interpreted when… EVERY situation is unique and different, policies must sometimes be adjusted to fit the occasion while maintaining their initial integrity.

Guidelines for interpreting business policies to customers. State the policy and explain how it applies to the situation. Stress the desire to maintain fairness through the use of the policy Remain calm. Answer any questions on store policy

Demonstrate procedures for interpreting business policies to customers.

Activity 1 Randomly put students into groups of 3 “POLICIES & Customer Service – CAN YOU BLEND THE TWO?” Complete ALL situations within your groups. Draw for which situation your group with share their solutions to the class. Then discuss improvements as a class for each situation.

Activity 2 Keep a record of the policies that have to be interpreted for customers at a school-based or work-based enterprise. Discuss the findings with the class.