What do all of these have in common?

1. What do all of these have in common?

2. Be a One Shot Impression Maker Victoria College Student Services Division Customer Service Training October 2012

3. Be a One Shot Impression Maker • Part 1: Attitude - The One Shot Maker Showing that you care about your customers • Part 2: How to make a Sweet Impression Learning how to “find” out what your customers want and/or need. • Part 3: How to Sweeten the Sour Impression Handling Customer Complaints • Part 4: The Silent Impression Maker Body Language & Tone of Voice Speak Louder Than Words

4. Customer Service • You are among the growing group of people who have joined a service organization dedicated to meeting the needs and wants of our customers. • The expectations of our customers are very high; it is your responsibility to accommodate those needs with the highest standards of service and quality.

5. Part 1: Attitude - The One Shot Maker Showing that you care about your customers • Customers are satisfied when their expectations– not yours are met or exceeded. • Customer Service is an attitude perhaps even more than a function. It is HOW not WHAT we do!! • To provide great service you must have a sincere willingness to serve people. • Customer service is the ability to provide a service in the way it has been promised while treating customers with respect, individuality, and personal attention. Good Customer Service = Customer Satisfaction

6. But, Hold on!! There is something in this for you: Offering extraordinarily, fabulous, soul-enriching service feels good – actually it feels great – and makes your job much more enjoyable

7. Self Serving Reasons for Making a Great Impression • You will be providing VC Excellence • You will be viewed with admiration and respect by peers, customers, friends, and family • You will experience the awesome, thrilling power of making something good happen for someone. • You will sleep well at night. • No doubt you can think of many more reasons to be an excellent customer service provider!!

8. Successful customer encounters always leave the customer feeling valued. Below is a list of actions that may cause customers to feel unvalued. Be honest – have you ever done any of these?? • Failing to greet customers when they walk up to you. • Not making eye contact when talking with a customer. • Making customers stand in long lines. • Handing off a customer several times. • Doing paperwork when talking to a customer. • Trying to handle two customers at once. • Allowing a coworker to interrupt when talking to a customer. • Answering the phone when talking with a customer. • Not using good questioning and feedback skills when handling a customer’s problem. • Wasting a customer’s time through inefficiency. • Failing to follow up on what you said you would do.

9. Part 2: How to make a Sweet ImpressionLearning how to “find” out what your customers want and/or need. Perception = Reality • What you think may vary from the customers’ perception of their wants and/or needs. • It is important that we understand the customer and know what they expect from us. • If we do not take the necessary steps to find out, we will never be able to provide excellent customer service.

10. Part 2: How to make a Sweet ImpressionLearning how to “find” out what your customers want and/or need. • One way to make a Sweet Impression is to ask the right questions. • The next way to make a Sweet Impression is to LISTEN!!

11. Remember the Customer is our GUEST • G- Greet the customer • U- Understand the customer needs • E- Explain products, special offers • S- Suggest additional items • T- thank the customer

12. Part 3: How to Sweeten the Sour ImpressionHandling Customer Complaints • Research also tells us that 95% of all customers will be satisfied if we resolve their complaint on the spot. And - surprise, surprise -these customers feel better about you than they did before they made their complaint. This results in a “loyalty affect” and sky high satisfaction. • It is HOW we handle their complaint not that we solve the problem.

13. Part 3:How to Sweeten the Sour ImpressionHandling Customer Complaints Why are Customers SOUR?? They found fault with the product They did not receive what they expected or were promised Rude employees Indifferent employees A “can’t do” attitude was communicated by an employee

14. Recognize that the customer is not angry at you personally.

15. Do not send the customer to someone else when they come to you for help. SMILE!!! Allow the customer to vent. Don’t be defensive. Listen - really listen - to the customer’s problem. Do not interrupt while the customer is talking. Listen for the real problem… what is at the heart of this complaint. Do not agree or disagree when someone is complaining – just listen. Acknowledge that a problem really does exist – remember perception is reality. Part 3:How to Sweeten the Sour ImpressionHandling Customer Complaints

16. Part 3:How to Sweeten the Sour ImpressionHandling Customer Complaints • Don’t assume anything, get all the information you need to be able to help the customer. Remember your open and closed probing questions. • Repeat the facts as you understand them back to the customer and ask, “Do I understand that….? Have I missed anything?” • Remember that the effort you are making is more important than the actual solution. • Tell the customer what you CAN do, not what you CAN’T do. • Tell the customer what you are going do to solve the problem and ask if this is OK.

17. Part 3:How to Sweeten the Sour ImpressionHandling Customer Complaints • Use good judgment, if what the customer wants is beyond your capacity to provide – tell them you will get right back to them and go to the manager. Always get the customer’s name and be sure to get their phone number if the complaint came as a call. • Now fix the problem fast and completely. • When working on a customer’s complaint, remember the customer is always right! • And finally, stay in control of your emotions at all times!!!

18. What does your Body Language tell your customers about you??????? Part 4: The Silent Impression MakerBody Language & Tone of Voice Speak Louder Than Words

19. Part 4: The Silent Impression MakerBody Language & Tone of Voice Speak Louder Than Words • VERBAL • The words you use are significant to your meaning. • VOCAL • How you say things may be more important than what you actually say • VISUAL • Non-verbal or body language is 75% of communication.

20. Verbal The words you use are significant to your meaning!!! • Are your words encouraging? • Do your words provide a supportive environment? • Are your words negative or positive in nature? • How often do you begin a sentence with “No” or “I can’t”? • Are your words demeaning, defensive, and/or condescending?

21. Vocal How you say things may be more important than what you actually say! • Word Emphasis changes the meaning of what you are saying • Change the meaning of the below sentence by putting emphasis on a different word each time you say it. • “I think Mary can do that”

22. Visual – Body Language Non-verbal or body language is 75% of communication • Six attitudes communicated through body language • Cooperation • Insecurity

23. Frustration • Defensiveness • Confidence • Openness

24. Part 4: The Silent Impression MakerBody Language & Tone of Voice Speak Louder Than Words Your BODY and TONE says it ALL!!

25. Be a One Shot Impression Maker You ONLY have one shot to make a great first impression!!!