1. 2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621

2. Identify beliefs held by employees who have a customer-service mindset  Fostering positive customer interactions vs. negative  View negative customer interactions as a way to identify customer’s needs  View your work through the eyes of the customer  Define your functions with the customer in mind

3. Importance of exhibiting a customer-service mindset  Customer satisfaction = Profit  Goodwill/positive feelings develop  Gathers information about customer buying decisions  Avoids loss of sales  Avoids markdowns and sales returns  Avoids delays in sales

4. Occasions for exhibiting customer- service mindset When a customer is upset and angry, the employee should act quickly to correct the mistake. Employee should demonstrate a focus of attention on the customer when there is a problem.

5. Guidelines for exhibiting customer- service mindset  Measure regularly through customer feedback  Measure internally for employee satisfaction  Customer satisfaction = employee bonuses (incentives)  Link customer satisfaction to other business goals

6. Demonstrate a customer-service mindset  Employee shows clear, relentless, unwavering focus on the customers.  Internal customer (co-workers) satisfaction is important

7. Activity Select an employee whom you can observe to identify that person’s efforts in exhibiting a customer-service mindset. Record your observations, and share them with a small group of classmates. As a group, create a list of the five most unique ways that employees exhibited a customer-service mindset.

8. Service orientation  Listening to and understanding the customer. Customer satisfaction is high priority.

9. The Relationship between communication and service  Clear communications from sales personnel will ensure customer buys the product that best suits his needs.  If there is a problem, then clear communication is imperative so that the employee can act precisely and quickly to clear up the problem for the customer.  Clear communication is again necessary in record keeping so that the data can be used to influence future business decisions  Clear communications to receive feedback from customers and employees on satisfaction levels

10. Different Ways employees demonstrate service orientation.  Greets the person promptly and courteously.  Pays attention to the person.  Asks questions to determine the person's needs.  Listens carefully and empathizes with the person's concerns.  Offers relevant information.  Summarizes to check for understanding.  Acts or agrees on a clear course of action.  Tries to do better than expected.  Asks questions to check for satisfaction.  Follows through.  Thanks the individual.  Takes surveys to determine people's needs.  Is courteous to citizens, clients, patients, etc.  Does not "pass the buck.” (Play the “blame” game)

11. Procedures for reinforcing a service orientation through communication  Use customer surveys to pinpoint areas for improvement  Use employee surveys to pinpoint areas for improvement  Develop a follow up procedure to determine levels of customer satisfaction after the sale

12. Activity Select a job in marketing, and write five ways or statements that an employee in that role could reinforce a service orientation through communication.

13. What is the purpose of Adapting communication to a client’s cultural or social community? 1. To avoid offending clients with your lack of sensitivity to their needs. 2. To better assist clients to make the right purchase for their needs.

14. What is the importance of context in communication?  Context is the surrounding story or thought process of a communicated idea. It is what helps get the point across.  The wrong context can completely skew the meaning.

15. Reasons for adapting communication to the cultural or social differences among clients. 1. Our market is very global and therefore impacts many different cultures socially and geographically. 2. The success of all companies depends on their abilities to understand cultural differences and work with them to keep all customers happy and well-informed to make the best buying decisions. 3. It is impossible to achieve customer satisfaction without clearly communicating product features and benefits. 4. Clients could be offended by your lack of understanding of their culture’s typical use of a product.

16. Skills associated with adapting communication.  Empathy – Risk taking – Problem solving  Being patient, flexible, and empathetic are key personality traits when dealing with communication barriers.

17. Different ways to adapt communication to the cultural or social environment of clients. 1. Language 2. Material culture (understand the way a country makes products and you will understand how they value the products) 3. Aesthetics (what a culture considers valuable or beautiful) 4. Social organization (what is acceptable in a culture) 5. Religious beliefs, attitudes, values, space and time

18. Activity  With a partner, develop a skit showing how you would adapt your communication to the cultural/social differences among clients.  Explain the situation to the class.  Present the skit to classmates, while they identify and record how you adapted communication to the situation.  At the end of the skit, ask classmates to explain what they observed and how they could improve communication.