1. Creating a Culture of Customer Care H1F0 34 Customer Expectations Creating Rapport

2. Learning outcomes To be able to identify the difference between needs and expectations Be able to identify how rapport can be built and why it is important

3. Customer Expectations Customer Care must focus on meeting and exceeding the needs and expectations of Customers. Companies must try to anticipate what their customers expect from them and be able to satisfy that need.

4. Needs and Expectations What is the difference? Take a Hotel as an example and explore what you would need and what you would expect…

5. What are your expectations when you enter a restaurant for a meal?

6. What would you do if you receive bad service?

7. What would you do if you received good service?

8. Why is it important to anticipate and respond to varying customer needs and expectations? Customers feel they have received value for money Customers feel valued You have the chance to upsell Customers are more likely to return Customers will share their positive experiences with others

9. Creating Rapport Creating rapport with customers is an essential part of making customers feel welcome in a Business. Think of if you were to have a house party, how would you make your guests feel welcome in your home?

10. Creating Rapport There are several strategies and techniques that can be used to build rapport in various different situations… We will now look at these one-by-one…

11. Find Common Ground Think of how comfortable you would feel if miles from home you meet someone from the town you live in. By asking open ended questions you can identify any common ground easily that can help establish rapport with someone.

12. Focus on your Appearance Making a great first impression is part of building a rapport. Your appearance should help you connect with people not create a barrier. Think of how your appearance may help you build rapport with someone.

13. Be Empathetic Seeing things from someone else’s viewpoint can allow rapport to be built between 2 people.

14. Using Mirroring This is when you adjust your own body language and spoken language to reflect the person you are talking to. http://www.youtube.com/watch?v=VygPdH qcNAA http://www.youtube.com/watch?v=rqhSWI 4-hnA

15. Good Communication Shaking hands firmly Looking people in the eye Smiling Holding your head up maintaining posture Asking open-ended questions Being sincere Facing the person rather than a computer!