1. Chapter Two USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS

2. Customer Service, 5e Paul R. Timm 2 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Behavior is what people do Verbal communication Non-verbal communication Anything can and will communicate Intention is irrelevant

3. Customer Service, 5e Paul R. Timm 3 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. The receiver determines the meaning of the message What is attractive to me may be less so to you The projected personality is in the eyes of the beholder

4. Customer Service, 5e Paul R. Timm 4 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. What is “a customer”? People with whom we exchange value.

5. Customer Service, 5e Paul R. Timm 5 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Customers encounter two personalities in every business The personality of the person who serves them The personality of the organization The personality of the organization is called its “culture”

6. Customer Service, 5e Paul R. Timm 6 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. The personality of an organization is created by 14 different behaviors.

7. Customer Service, 5e Paul R. Timm 7 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 1. Greeting customers 2. Initiating conversation 3. Sincerely complimenting customers 4. Calling customers by name Behaviors that determine the business personality

8. Customer Service, 5e Paul R. Timm 8 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 5. Establishing and maintaining eye contact 6. Asking for feedback 7. Listening skillfully 8. Say “please,” “thank you,” and “you’re welcome” Behaviors that determine the business personality (cont’d)

9. Customer Service, 5e Paul R. Timm 9 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 9. Smiling 10. Using good telephone techniques 11. Using appropriate touching techniques 12. Enjoying people 13. Being positive about selling 14. Watching your workplace attractiveness Behaviors that determine the business personality (cont’d)

10. Customer Service, 5e Paul R. Timm 10 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Many behaviors convey messages about your corporate culture Appearance and grooming of employees Appearance of work areas Correspondence with customers How well you can get the customer to do something

11. Customer Service, 5e Paul R. Timm 11 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. Hoopla and fun with employees Rewards for the right actions Staying close after the sale A company’s behavior patterns constitute its culture

12. Customer Service, 5e Paul R. Timm 12 © 2011, 2008, 2005, 2001 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. The ways managers and leaders interact with subordinates and associates will have an impact on the way all employees behave toward customers.