1. CUSTOMER SERVICE TRAINING
Renee Evenson

2. TRAİNİNG BABY STEPS : THE BASİC
Always remember,
the customer is the reason you have a job…
Greet with a friendly smile and a helpful attitude
They may even tell their friends
They feel greatful when they get a good service

3. Take of your customer service provider hat
Put on your customer hat

4. For the great customer service this points are important
First impression matter
Courtesy counts
Attitude is everything
Doing the right thing : ethical ıssues

5. What kind of service do you give your customer ?
you can providing customer service the moment a
customer comes into your business ,
calls you on the telephone
or s
When customer phsically walk through you door, they take a mental snapshot of you this is FİRST İMPRESSİONS

6. First impressions include ; person’s looks and actions
general grooming and cleanliness
Clothing
Voice tone
Attitude
Body language and posture

7. first step to making a good first impression is your Appearance
!!! People see you first, hear you second ; the
first step to making a good first impression is your
Appearance
!!! Wear appropriate clothing for the type of work you do
!!! Make sure you are groomed ; your hair, body, teath, and clothes are clean
!!! Your bady language is very important, make eye contact when talking with someone , smile as often as appropriat
If a customer’s first impression is favorable , you have laid the foundation for providing great customer service

8. Courtesy counts
when you act courteously, you send a positive and powerful message
Say excuse me and ı am sorry for your mistakes
Say please, thank you, and you are welcome
Use sir and maam ; using these words shows a sign of respect
Use a person’s name when you know it ; everyone enjoys hearing his or her name
Say it with smile

9. Attitude is everything
attitude is everything good or bad, your attitude is what people are going to remember about you…
Believe in yourself : when you stop your negative self-talk, you will start to believe in your self
Believe you can make a difference when you believe in yourself an gain

10. Doing the right thing : ethical issues
always be honest ; being honest at all times will make your life farless complicated
Always be truthful about your products, service and policies.
Never make misleading claims

11. TOSSİNG THE BALL BACK AND FORTH: EFFECTİVE COMMUNİCATİON ın your dealings with customers, be the one to initiate honest, respectful, and thoughtful communication

12. We communicate when we need to make decisions, solve problems, get answers or resolve conflicts.
communicating is so important a person success often depends on good communication skills
You are not only represant the company, you are the company ;
how well do you communicate?
you should choose rigt word and voice tone and
you should use body language communicates the emotions behind the message

13. The six step to effective communication are;
1. Saying what you mean and meaning what you say
2. What you don’t say : nonverbal communication
3. Putting words together: grammer usage
4. Asking the correct questions and answering the questions correctly
5. When the customer says no
6. Listening actively

14. Step 1 : saying what you mean and meaning what you say
When you communicate, you can either speak or listen. İt is impossible to do both well at the same time. As the speaker, you control the conversation. So you should;
Choose the right words
Make sure your tone fits the message you are sending
Add welcome words to your vocabulary

15. Step 2 : what you don’t say : nonverbal commmunication
how you say something is more important the words you choose, but what you do when you convey a message is also important
Nonverbal communication include that :
smile often
Make eye contact
Maintain good posture
Get enough rest

16. Step 3 : putting words together: grammar usage
Proper grammar is critical to effective communication.
Reflect your company’s personality ; for example you can choose friendly and casual words if your company is not formal
Speak clearly and avoid using tecnical language ; most customer will not understand the tecnical terms you use

17. Step 4 : asking the correct questions and answering the questions correctly
Employees ask questions to figure out how to solve a customer’s problem or resolve a customer’s complaint.

18. Step 5 : when the customer says “no”
When you offer a valid solution and your customer says no ; your job is to uncover the reasons for your customer’s objections. For this action;
listen to the customer’s objections and need to understand why the customer saying no so you can best help her.
Acknowledge the objections ; always validate the customer’s reason,then respond with a positive statement

19. Step 6 : listening actively
Listening is often more important than speaking. Without the ability to listen well, communication can never be effective. İf you can’t listen to the message, you can might easily give the wrong response
for the listening actively :
focus entirely on your customer, think of the customer you are helping as the only customer in your business
listen completely and remain objective; do not judge

20. JUMPING IN WITH BOTH FEET: RELATİONSHIP BUILDING
to provide the best possible service, you must get close to your customers by building a strong ralationship with them.
customer remember and judge the company by their relationship with the employees. They are also likely to tell others. They share their experience with others.

21. What are people saying about you ???
remember, to your customer you are the company. Customer judge a business by their interactions with employees. You have a valuable opprtunity to build a strong relationship.
how to build and maintain positive and strong relationships with all your customer??
there are six step

22. Step 1 : establishing rapport
Step 2 : interacting positively with customer
Step 3 : identfying customer’s need
Step 4 : making the customer feel valued
Step 5 : maintaining ongoing relationship
Step 6 : different strokes: handling different types of customer

23. Step 1 : establishing rapport ; establishing a rapport begins the moment you start communicating with your customer.
Think about who are your customers?
Are they men, women , teens, or young
What they expect from your company?
Quality product, the best prices or quick service

24. Step 2 : interacting positively with customer
after the establish a rapport building your relationships by interacting with your customer in a positive manner
Be helpful
Be committed
Be a problem solver
Believe in your products

25. Step 3 : identifying customer’s need
sometimes customer are not very clearly about their needs. When you deal with customers, your job is to uncover their needs
Ask questions like how do you think you would use this?
Summarize customers needs
Recommend appropriate solutions

26. Step 4 : making the customer feel valued
your primary job is to communicate effectively and build positive relationships.
Go out of your way for your customers.
Validate customers decisions ; for example ı understand how you feel, this brand is costly
İnstill positive feelings.; never make customers feel bad about their decisions.

27. Step 5 : maintaining ongoing relationship
imagine how valued they will feel if you remember them?
Remember your customer
Learn customer’s name
Remember something about your customer
Learn your customer’s prefences

28. Step 6 : different strokes : handling different types of customers
Most of your customers wiil be average needs.
besides the average , Everyday people with whom you regularly interact, here are some other customer “types” and tips on how to interact positively with them
The pushy, obnoxious customer- remin calm
The timid, indecisivecustomer-be patient
The overly friendly, flirty customer-be professional
The culturally different customer- be tolerant

29. CALMİNG STORM : DİFFUCULT CUSTOMER CONTACTS
When a customer complains , look at it as an apportunity to improve.
by learning how to tactfully handle a difficult customer in any situation you can make every customer feel satisfied at the end of the contact.
five-step process is exist for it.

30. Step 1: what is going on :determine the reason
The first step is the most critical What you say? What you don’t say? Your customer is upset and you dont want to do anything to make him more upset.
Assure the customer you are going to help
Restate the customer’s opening statement
Listen carefully
Write down key details
Display emphaty
Remain composed

31. Step 2 : what caused it: identfy the root cause of the problem
İnvestigate the situation
Apologize
Explain what happened

32. Step 3: what can I do ?
Tell the customer what you are going to do to solve the problem
Focus on what you can do
Offer your best solution
Never assign blame
Display empathy
Offer an alternative solution

33. Step 4 :what can I say: acknowledge the problem
Thank the customer for allowing you to make things right
Tell what you will do not avoid future problems
Offer some sort of compensation or restitution
Make follow-up call or visit

34. Step 5 : what needs to be done:fix what needs to be fixed
Analyze what went wrong
Review your company’s policies and procedures
Change what you can to make things better

35. NAZMİYE KANBEROĞLU /