Beruflich Dokumente
Kultur Dokumente
RELATIONSHIP
MANAGEMENT
Customers are not an interruption to our work; they are the purpose
of it.
Customer
Customer
To
WHAT IS QUALITY
SERVICE?
Knowledge
Confidence
Persistence
ATTITUDE
Words
People
ENTHUSIASM
Its
It
It
If
Its
POSITIVITY
When
KNOWLEDGE
Business knowledge
Industry knowledge
Company knowledge
Product knowledge
Process knowledge
Policy knowledge
Selling knowledge
PERSISTENCE
GOALS
Product
Promotion
People
Price
Place
Processes
MOMENTS OF TRUTH
It
MOMENTS OF TRUTH
They
Did
SERVICE PROTOCOLS
STAFF ATTIRE
Gentlemen
Quality Suiting
Polished shoes
No casual Wear
Shine Yourself
STAFF ATTIRE
Ladies
Conservative make-up
Shine Yourself
Use Please and Thank you statements at the conclusion of every conversa
Summarize and conclude the interaction
Make it easy for the customers to raise their concerns with you
Thank the customers for raising their concerns
Show interest
Treat the customer with genuine empathy, courtesy, patience, honesty and
Respond to the problem quickly
Shaking hands
Posture
Facial expressions
Appearance
Voice
Tone
Hairstyle
Clothes
Smile
Expression in your eyes
1. JANES taking Tom out for pizza tonight. (not Sue or Mary)
2. Janes taking TOM out for pizza tonight. (not Jim or John)
3. Janes taking Tom OUT for pizza tonight. (rather than stayi
4. Janes taking Tom out for PIZZA tonight. (not seafood or
hamburgers)
5. Janes taking Tom out for Pizza TONIGHT. (not this weeken
Dress
Firm
and colors
Hand shake
Upright
Posture
Gestures
Eye
Contact
Smile
Mirroring
COMMUNICATION BARRIERS
Differences
in perception
Jumping to conclusions
Stereotyping
Lack of knowledge
Lack of interest
Difficulties with selfexpression
Emotions
Personality
TELESKILLS
TELESKILLS
STEP 1
Do not ARGUE
STEP 2
LISTEN carefully
Do not INTERRUPT
APOLOGIZE
EMPATHIZE
STEP 4
STEP 6
STEP 8
FOLLOW UP
STEP 7
ABUSIVE CUSTOMER
Stay
Calm
Youre not the target
Give customer warning
I beg your pardon?
I dont appreciate the language you are using.
If you arent able to talk with me without swearing, I
will have to ask you to leave.
If
situation gets
immediately
serious,
inform
supervisor
Customers
Customers
company
Customers
Customers
THANK YOU