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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
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2. USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS
Chapter Two
USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS
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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
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4. Behavior is what people do
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5. 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
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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
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7. 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
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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
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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
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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
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Action tips . . .
FOR PROJECTING PROFESSIONALISM
11. Pay attention to your dress, grooming and workplace attractiveness
29 Take quiz page 31
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Learning objective 4: Promote organizational behaviors that convey a customer-centered culture
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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
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The ways managers and leaders interact with subordinates and associates will impact on the way all employees behave toward customers.
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Attention to the little things—the behaviors that may be quite subtle—is critically important to engaging your customers
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