1. © 2011 South-Western | Cengage Learning GOALS LESSON 4.1 DEVELOP A PARTNERSHIP Describe personal traits and technical skills required to build a partnership with customers Identify ways to develop rapport with customers

2. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 2 4.1 Personal Traits and Technical Skills Communication skills, personality, problem-solving ability, and speed of follow-through set the tone for customer relationships. If you have a positive attitude, strong interpersonal skills, and technical know- how, you can develop long-term customer partnerships that will increase loyalty, trust, and sales.

3. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 3 4.1 The Customer Relationship Secret Good customer service is all about bringing customers back to buy again. You will be judged by what you do, not what you say.

4. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 4 4.1 Characteristics that Build Relationships Display positive, enthusiastic attitude Demonstrate patience and respect Listen intently Respond thoughtfully Use courteous words

5. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 5 4.1 The Technical Edge Computer skills Run electronic cash register Use word processor Enter and retrieve data from databases Maintain facts and figures in spreadsheets Navigate the Internet Create flyers and brochures with graphics Math skills Negative effects of unsatisfactory skills

6. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 6 4.1 Develop Your Abilities 1. 1.Focus on building your listening skills. 2. 2.Broaden telephone skills. 3. 3.Continue to take math courses. 4. 4.Study psychology. 5. 5.Become an expert at using software. 6. 6.Pay attention to grammar. 7. 7.Strengthen interpersonal skills. 8. 8.Take problem-solving seminars.

7. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 7 4.1 Build Rapport in Every Encounter Building rapport involves developing partnerships that are based on trust and good feelings. The ability to build rapport with customers is an essential business skill. Many times, it is your personal relationship with clients that makes the difference in whether someone purchases through your company or another.

8. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 8 4.1 Suggestions for Building Rapport Be friendly. Show customers you’re interested in them. Be more humble than assertive. Adjust your comments to match the customer’s style. Ask questions and listen carefully. Tell the truth. Respond to complaints. Solve any problems quickly and completely. Welcome criticisms. Seek a solution from a supervisor when necessary.

9. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 9 4.1 Show Your Interest Respond to questions promptly Provide accurate information. Follow up with a phone call or an e-mail. Send short personal notes. Mail articles of interest with personal notes. Contact customers regularly. Explain what you are doing. Send promotional items. Send cards for birthdays and other special events.

10. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 10 4.1 Just the Truth, Please! Honesty is the best way to build trust. Customers want to do business with companies they trust. Trust is built by showing competence and credibility. Competence is getting the job done better than your competitors. Credibility is your character, integrity, and honesty.

11. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 11 4.1 Building Relationships Based on Honesty and Truth 1. 1.Listen. 2. 2.Return phone calls immediately. 3. 3.Show genuine concern for the customer through giving and unselfish behavior. 4. 4.If you don’t know the answer to a question, be honest. 5. 5.Be realistic when you say what you can do to fix a problem. 6. 6.Let customers know immediately when you learn about problems that may delay delivery of their goods. 7. 7.Admit your mistakes.

12. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 12 4.1 Web Truth—Build Trusting Relationships Online 1. 1.Get to know your customers. 2. 2.Respond quickly and provide concrete assistance. 3. 3.Show your expertise. 4. 4.Connect with your customer on a personal level. 5. 5.Keep up the trust relationship.

13. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 13 4.1 Truth in Advertising Federal Trade Commission’s truth-in- advertising rules prohibit advertisers from engaging in unfair and deceptive acts and practices. Advertisements must be truthful. Advertisers must be able to back up claims.

14. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 14 4.1 Understand the Customer’s Style Sight-oriented customers Sound-oriented customers Sense-oriented customers

15. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 15 4.1 Personality Speaks Amiable personality Expressive personality Analytical personality Driver personality

16. © 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE 16 4.1 Welcome Complaints Complaints and problems are part of every business. Take ownership of the problem.