ON THE JOB Customer Care Training Sales Customer

ON THE JOB Customer Care Training: Sales, Customer Service & Effective Presented Adewale Powered by: Communication By: Demehin KR 8 TVT

Agenda: Day One 8: 30 -8: 45 Icebreaker: Spinning a Tale 8: 45 -9: 00 Session One: Course Overview 9: 00 -9: 45 Session Two: What is Customer Service? 9: 45 -10: 00 Session Three: Who Are Your Customers? 10: 00 -10: 15 Session Four: What’s Missing in Telephone Communication 10: 15 -10: 30 Break 10: 30 -10: 45 Session Five: Pre-Assignment Review 10: 45 -12: 00 Session Six: Setting Goals 12: 00 -1: 00 Lunch 1: 00 -1: 15 Energizer: Our Customers 1: 15 -1: 45 Session Seven: The Second Critical Element – Defined in Your Organization 1: 45 -2: 15 Session Eight: The Third Critical Element – Given Life by the Employees 2: 15 -2: 30 Break 2: 30 -3: 15 Session Nine: Communication Skills 3: 15 -3: 45 Session Ten: Telephone Techniques 3: 45 -4: 15 Session Eleven: Dealing With Difficult Customers 4: 15 -4: 30 Day One Wrap-Up

Session One: Course Overview Learning Objectives (I) • Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element. • Learn aspects of verbal communication such as tone, cadence, accent and pitch. • Demonstrate an understanding of questioning and listening skills. • Acquire comfort with delivering bad news and saying no. • Learn effective ways to negotiate.

Session One: Course Overview Learning Objectives (II) • Demonstrate a customer service approach • Understand how your own behavior affects the behavior of others • Demonstrate confidence and skill as a problem solver • Apply techniques to deal with difficult customers • Make a choice to provide customer service

WHAT IS “CUSTOMER SERVICE”

Session Two: What is Customer Service? Definitions (I) What is Customer Service? • Customer service is the way you treat the people who support your company. • People who provide good customer service earn psychological benefits in addition to any rewards offered by their company.

WHO ARE OUR CUSTOMERS? TYPES: Internal & External Customers ACTION POINT • Draw up a list of your Internal Customers • Draw up a list of your External Customers • What are their needs?

EXTERNAL CUSTOMERS • • • Regularly use your company Occasionally use your company Potential customers Pay for themselves Be guests or friends of regular customers NEEDS: Service, Information, Advice, Entertainment, Security, Solution, Gift, etc.

INTERNAL CUSTOMERS Staff & Management Team NEEDS • Organisational Needs • Knowledge of other departments • The need to communicate • Team Work

Session Two: What is Customer Service? Definitions (II) Critical Elements of Customer Service ü A customer service focus ü Defined within your organization ü Given life by the members of the organization ü Be a problem solver ü Measure it ü Reinforce it

Session Two: What is Customer Service? The First Critical Element – A Customer Service Focus • Service is a philosophy—not a department, a program or a policy. • Service means meeting, not exceeding, customer expectations. • Service is not always natural, automatic, or coincidental. • Can Service be measured?

MEASURING SERVICE

ELEMENTS OF CUSTOMER SERVICE

TYPES OF CUSTOMERS PRACTICE SESSION 1. Identify customer types 2. Reasons we lose customers 3. Causes of negative behaviour

TEA BREAK

BREAK REVIEW • Review customer types • Reasons we lose customers • An experience of a bad service

THE ANGRY CUSTOMER DEALING WITH MOODY CUSTOMERS

Session Three: Course Overview Learning Objectives (I) • Build trust and respect with customers and colleagues. • Warm up your sales approach to improve success with cold calling. • Identify ways to make a positive impression. • Identify negotiation strategies that will make you a stronger seller. • Create a script to maximize your efficiency on the phone. • Learn what to say and what to ask to create interest, handle objections, and close the sale.

Session Three: Course Overview Learning Objectives (II) • Understand the importance of creating and delivering meaningful messages. • Use tools to facilitate communication. • Realize the value of personalizing interactions and developing relationships. • Practice vocal techniques that enhance speech and communication ability. • Personalize techniques for managing stress.

Session Three: What’s Missing in Telephone Communication? It’s Not What You Say; It’s How You Say It (I) Albert Mehrabian’s Study • Words themselves contributed only about 7% • Listeners got much more information (38%) when they could also see facial expressions • When they were also able to read body language, the results were even better, at 55%

Session Three: What’s Missing in Telephone Communication? It’s Not What You Say; It’s How You Say It (II) Implications • A significant amount of communication is nonverbal. • Without the chance to observe non-verbal behavior, it is easier for your message to be misunderstood. • Our tendency is to rely on what we can hear and see in order to enhance our understanding.

Session Three: What’s Missing in Telephone Communication? In the Absence of Body Language (III) • Eyes, eyebrows, and mouth send out signals that can make a world of difference. • If you are speaking to someone in person, use their presence to your advantage. • People who smile are happier than those who don't.

HOW HELPFUL ARE YOU? PRACTICE SESSION

TEA BREAK

Session Four: What’s Missing in Telephone Communication? In the Absence of Body Language (IV) • Hang a small mirror at your face level or keep it in a drawer of your desk. Each time you are about to answer a call, smile into the mirror. • Eye contact helps you carry your message and build trust. • In the call center, make sure that you maintain eye positions and posture that convey the same message.

Session Four: What’s Missing in Telephone Communication? In the Absence of Body Language (V) • In the call center, it is important to keep your hands still. • Work on appearing sincere and comfortable. • If you are inputting responses on a keyboard while on the phone, make sure that you type quietly. • In person-to-person interactions, try keeping your gestures symmetrical and in front of your abdomen. • Communication expert Chris Bowden refers to this as the truth plane.

Session Four: What’s Missing in Telephone Communication? In the Absence of Body Language (VI) Cues from people that you are making them uncomfortable: • Rocking • Leg swinging • Tapping • Mirroring (Excessively)

Session Four: What’s Missing in Telephone Communication? In the Absence of Body Language (VII) If it escalates, these signals are followed by: • Intermittent closing of the eyes • Slight tucking of the chin into the chest • Shoulder hunching Learn to watch for these signs and adjust your approach.

COMPLAINTS They can be: Written Verbal Body Language ALWAYS • Ask ex-customers why they took their business elsewhere • Use a written complaints procedure • Make the complaints procedure known to staff and clients

DEFUSING CONFRONTATION WELCOME THE CONFRONTATION Be polite and pleasant and genuinely interested in the person’s problems. TAKE CONTROL Be friendly and diplomatic but firm Guide the person to tell you what the problem is Never make light of the situation • LISTEN/QUESTION • AGREE AND APOLOGISE • TAKE TIME OUT

ANY QUESTIONS?