1. 1.00 Understand communication skills and customer relations
NC CTE 1.04: Foster positive relationships with customers to enhance company image.

2. Explain the nature of positive customer relations
Customer relations- the way a business and employees of the business communicate and interact with their customers.

3. Importance of positive customer relations
Develops customer trust in a product or service
Allows company to seek and act on customer feedback to improve products or services
Develops repeat business
Establish long term success

4. Techniques for building positive customer relations
Understand each customer has unique needs
Listen to and engage your customers
Set and achieve high service standards
Provide quality service

5. Spectacular Customer Service
Be customer focused
Exceed customer expectations go above and beyond
Make customer feel important
Listen respectfully
Offer quality service
Offer complimentary items, i.e. drinks, snacks. Ex.Five Guys offer peanuts
Hire employees that are friendly and personable
Quickly resolve customer complaints
Keep customers happy
Make customers feel valued with by showing gratitude and appreciation. Give out coupons/discounts
Keep the promises you make.
Anticipate the customer’s needs. Ex. Flight attendant offer you a pillow and blanket.

6. Spectacular Customer Service
Examples of catchphrase, mottos, slogans that personify positive customer relations
United Airlines: “Fly the Friendly Sky”
Burger King: “Have it Your Way”
Disneyland: “The Happiest Place on Earth”