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© Boardworks Ltd 2008 1 of 13 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations.

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Presentation on theme: "© Boardworks Ltd 2008 1 of 13 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations."— Presentation transcript:

1 © Boardworks Ltd of Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations © Boardworks Ltd of Appropriate Presentation and Interpersonal Skills

2 © Boardworks Ltd of 13 Contents Learning objectives Contents Teacher’s notes included in the Notes Page Flash activity (these activities are not editable) Extension activityWeb addresses Printable activity For more detailed instructions, see the Getting Started presentation © Boardworks Ltd of 13

3 © Boardworks Ltd of 13 Interpersonal skills In this section, you will consider appropriate interpersonal skills for customer service situations. Attitude Behaviour First impressions © Boardworks Ltd of 13 Customer behaviour Tact and efficiency

4 © Boardworks Ltd of 13 Positive and negative attitudes

5 © Boardworks Ltd of 13 Attitude It is important to remember that people’s attitudes can change and that even the most positive people can have bad days. A professional customer service approach is to recognize this fact, but try to always act positively, even if it’s the last thing you feel like doing! Can you think of any examples of occasions when you might feel particularly bad or negative?

6 © Boardworks Ltd of 13 Behaviour

7 © Boardworks Ltd of 13 Greeting customers The way an organization greets its customers is of huge importance in effective customer service. After all, you only get one chance to make a good first impression! Some organizations will have formal policies in place to try and improve customers’ first impressions of their company, for example, by agreeing set greeting procedures. How else might organizations try and create good first impressions?

8 © Boardworks Ltd of 13 Procedures for greeting customers The procedures an organization puts in place for greeting its customers might be through oral or written communication, or both. Usually an organization will have a standard greeting, which staff must use when addressing customers. What greeting might be appropriate in these situations?

9 © Boardworks Ltd of 13 Essential interpersonal skills

10 © Boardworks Ltd of 13 Customer behaviour Just as our own attitude and behaviour can be influenced by various factors, so customer behaviour can vary for different reasons. A customer’s mood – and the way he or she behaves as a result – can be the result of many factors, such as: lack of time stress lack of confidence Using their interpersonal skills, customer service staff need to be able to recognize different signs of customer behaviour and respond in the most appropriate way. lack of funds illness.

11 © Boardworks Ltd of 13 Customer behaviour

12 © Boardworks Ltd of 13 Tact and efficiency Customer service staff must often deal with difficult or confused customers. In these situations, two essential skills they must use are tact and efficiency. Tact means not causing offence either deliberately or inadvertently. This often means being patient when a customer just wants to have a chat. Efficiency means dealing with customers quickly but accurately. Dealing with customers efficiently is often a balancing act with dealing with customers tactfully. Why do you think tact and efficiency are often in conflict with each other?

13 © Boardworks Ltd of 13 Tact and efficiency


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