1. Customer Service

2. What are customers? They are the reason our business is successful
We sell them products and services
They constantly need assistance
They don’t interrupt your job, they are the reason you have it

3. Attitude Checklist Enjoy helping people Handle people well
Care for your customers
Give fair and equal treatment to all
Be understanding of people with special needs

4. Skills for Customer Service
Know about your organization
Learn the technical parts of your job
Communicate well
Be organized

5. Brainstorm
What do customers want?

6. Greeting Customers SMILE Be attentive Establish eye contact
Introduce yourself
Ask how you can help
Give the customer your full attention
Be polite and courteous

7. Hear Empathize Ask questions Take responsibility HEAT
Don’t be cold to the customers’ needs

8. Communication Equation
How the customer receives your message
What you hear 40%
Tone of voice
Vocal clarity
Greetings
What you see or feel 50%
Facial expression
Posture/Body language
Eye contact
Dress and grooming
Words: 10% of the message

9. Tone of Voice Profesional and courteous? Sincere or not?
“Good Morning”
????
“That's a good idea”
?????
Some appropriate greetings
“Good Afternoon”
“Good Evening”

10. Choosing the right words
Don’t say “Hold on a minute”
Do say “Are you able to hold?”
Don't say “I can’t help you with that.”
Do say “Let me find someone to help you with that”
Never say “I don’t know”, try these instead
“I’ll find out for you”
“I need to check on that and get back to you”
“I’ll need to look that up, when is a good time to get back to you?”

11. Effective Listening Ask questions for better understanding
Repeat numbers to avoid mistakes
Encourage the customer to continue
Don’t interrupt

12. Interesting Customer Facts
Only 4% of customers will complain
Dissatisfied customers on average tell 10 people about their experience
Golden Rule: 1 chance to make a 1st impression
People make judgments after 30 seconds

13. A Positive First Impression
Be confident
Knowledge
Confidentiality
Follow up

14. What to avoid at all times
“I don’t know”
Lying
Ignoring the customer when you are busy
Treating people unequally

15. Telephone skills Pleasant tone of voice Identify yourself
Speak clearly and slowly
Assure them you are listening
Don’t interrupt

16. Telephone Greetings Don’t say Do say “Hello” “Salus Hospital”
“Good morning, Salus Hospital this is Kyle speaking, how can I help you?”

17. Guaranteeing Return Business
Smile
Leave a positive impression
If you’ve said you’ll follow up, do so
Inform them about future products
Invite them back
Thank them and say good bye

18. Types of Customers Regular customers Customers with special needs
Speak different language
Disabled
Different customs
Limited mobility
Young customers
3. Difficult customers

19. Dealing with Difficult Behavior
Label the behavior, not the customer
Listen
Don’t get defensive
Don’t take it personally
Find out what the customer wants
Discuss alternatives

20. The Pessimist
Don’t try and change they way he is as a client, you won’t achieve it
If he complains, try and fix the problem
Treat them with respect and tact
Take a large dose of patience

21. The Playboy, Ladies-man, Player
Don’t prolong the conversation
Don’t lose your posture
If you show the client that you are offended, you will hurt his feelings or self-esteem
Use your sense of humor. (“I’d love to go have a drink with you, along with my husband and children”)

22. Timid or Shy customer This customer can be an easy one to please.
Find out what he really wants
Carefully watch for signs of unhappiness.
Remember what’s best for you may not be best for him.
Let him know your aim is to please.

23. “Know-it-all” Customer
Acknowledge what they say
Compliment them on their research
Be generous with praise
No matter how tempting, don’t “put them in their place”
Don’t try to be smart, you can’t win
Ask them questions

24. Talkative Customer Ask closed questions
Limit the time available for them to interrupt
Provide minimal response
Smile and be pleasant, but don’t encourage them
Wind it up

25. Angry Customer Listen carefully without interrupting Empathize
Remain calm and polite
Don’t escalate the situation
Don’t take it personally, become defensive, or blame others
Propose a plan of action
Seek support if you get scared or can’t come to a conclusion

26. Indecisive Customer Patience is very important here
Find out what they really want
Ask them for options
Say back to them what they’ve said
Be logical
Confirm a plan of action
Perhaps put it in writing

27. The Suspicious Customer
Establish your credibility
Ensure you know your product or service
Don’t talk about something your not familiar with
Be careful what you say
Polite
As always, don’t take it personally, they don’t trust anyone

28. The Finger-Snapper Assure him that you understand his signs
Ask him how you can help
Show him you are paying attention
Can be entertaining if patience is kept.