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Developing A Customer-Focused Attitude. Agenda Customer Service Means….., Self-Test/Rate Yourself Setting the Tone Dealing with the Angry Client Different.

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Presentation on theme: "Developing A Customer-Focused Attitude. Agenda Customer Service Means….., Self-Test/Rate Yourself Setting the Tone Dealing with the Angry Client Different."— Presentation transcript:

1 Developing A Customer-Focused Attitude

2 Agenda Customer Service Means….., Self-Test/Rate Yourself Setting the Tone Dealing with the Angry Client Different Ways to Say It Five Pillars of Success Practice Makes Perfect

3 Why is Quality Service Important? 2/3 of Business is SERVICE Affects my Buying Decision Ill go back there again Ill tell others (1:7)

4 The Best of Times & The Worst of Times

5 Customer Service Means... Doing ordinary things extraordinarily well. Going beyond whats expected. Adding value & integrity to every interaction. Being at your best with every customer. Discovering new ways to delight those you serve. Surprising yourself with how much you can do. Taking care of the client like you would take care of your grandmother.

6 How do you rate?

7 Whats the Difference? Our External Clients Our Internal Clients

8 Setting the Tone Make the client feel welcome Use the clients name Listen carefully Let the client know that you are listening Dont leave the client hanging

9 Different Ways to Say it This way Or that

10 A Customer Could Be Upset Because...

11 How do you turn a frown upside down? Acknowledge Empathize Apologize Educate

12 The Five Pillars of Success Smile Greet the Client Use open body language Make eye contact Thank the Client

13 Practice Makes Perfect

14 QUESTIONS & ANSWERS


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