Customer Orientation PPT slides
saraalhamdan
CustomerOrientation-level2.pptxCustomer Orientation Level 2
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
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| Communication Listening to others and communicating in an effective way to encourage open communication. |
| Customer Orientation Anticipates and meets the needs of both internal and external customers in a friendly, prompt and professional manner. Demonstrates the willingness and ability to give priority to customers, while delivering and maintaining high standards of quality and service. |
| Planning & Organizing Defining tasks and milestones to achieve objectives, whilst ensuring the optimal use of resources. |
| Influence & Dependability Persuades others, using different approaches, in order to gain support for a course of action to be adopted and to accept recommendations, cooperation and/or behavior change. |
| Team Working Working collaboratively with others to achieve common goals and positive results. |
| Integrity & Honesty Behaves in fair, and ethical manner showing consistency in words and actions, even when no one else is around. Sets an example of high standards of integrity and honesty through demonstrated performance. |
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Agenda
Our brands
Customer demographic
Expectations
Customers and sustainability
Precise skills
Service VS no service
Customer wants and needs
Keeping up with the times
New technologies
Compare to adjust
Be prepared for misfortune
Online presence
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Introduce the different topics to be discussed.
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Objective
Better understanding of the customers in order to deliver a better oriented customer service.
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The secret of a good business is to be specific and precise. Generalizing takes away from authenticity and lowers the added value of the offer.
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Our brands
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Tell: Al Hokair is a retailer for different types of brands and offers a big branch of products. Therefor, their costumers vary a lot from a brand to another.
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Our brands
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Name the types of brands and different franchise being offered. Reflect on the image of each brand and what it inspires. Note the differences between the brands, what population each brand targets, and how they market their franchise.
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Customer demographic
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Different types of brands target different types of populations. The service has to depend on the customer and what they’re looking for in the brand. Variables such as age group, lifestyle and income should be taken into consideration while assisting the customers.
Example:
Jennifer is a brand for young girls, aged between 13 and 23. They deal with a population that is mainly interested in current trends promoted online.
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Different customers have different expectations
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Activity: Discuss what the different customer demographics expect from the brands, and how does the customer service meet the expectations effectively.
Example: There are different types of customers. Some customers need a high customer service, and a deeper interaction, meanwhile others expect nothing and prefer no assistance.
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Customers and sustainability
A new trend came to the surface in recent years. More customers are interested in the sustainability dimensions of a business. A new approach has to be set in place.
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Tell: A new generation of woke customers are becoming more invested into the business sustainability dimensions. They are looking for a brand that represents their ecological, social and economical interests.
How do we handle them?
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How did Desigual do it?
In 2019, the Spanish brand collaborated with Ecoalf proposing a 100% sustainable collection.
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Discussing fabric materials, and the making process of the products will engage more with this type of customers.
This is yet another example of complying to the customer’s needs.
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It is worth mentioning if an item is made of organic cotton or linen, as those natural materials are considered the most eco friendly in the fashion industry.
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Precise skills
Selling is being viewed today as an 'Art' and a 'Science', with an emphasis on practicing agility to enhance performance.
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Selling is being viewed today as an 'Art' and a 'Science', with an emphasis on practicing agility to enhance performance.
Skills needed to seduce the customer will be discussed in the next slides.
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Skills
Know your customer
Create the opportunity
Matching customer needs
Know your costumer
Who are they?
First step is identifying your customers.
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Identifying your customer: their gender, their age, their lifestyle.
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Know your costumer
What they do?
A key point in knowing your customers, is learning about their occupations and interests.
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Know your costumer
Why and when they buy?
Tracking the customers selling behavior is important to match their needs.
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Why they buy
If you know why customers buy a product or service, it's easier to match their needs to the benefits your business can offer.
When they buy
If you approach a customer just at the time they want to buy, you will massively increase your chances of success.
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The triple E’s model on how to build an effective costumer service
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Easy- fast response to service requests
Engaging- personalized to individual needs
Effortless- answering questions and issues before they arise or escalate.
Create the opportunity
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Create opportunities for sales: to improve sales we have to create opportunities for sales, we need to impress customers with our service and the way we deal with them.
Welcome and communication: Its important we welcome every single customers that enter our store with a smile and a welcoming greet/script.
Words, tone and body language are all communication skills to be taken into consideration while addressing the customers.
Customers needs and wants: Ask the right questions to identify needs and wants
Listen & acknowledge answers
Mirror customers body language
Go with the customers’ pace
Clarify points to match needs
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Create opportunities for sales
Welcome and communication
Customers needs and wants
Questioning and listening
Match the customers needs
Know the product to know how to sell it.
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The importance of customer service
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Activity: Dress together the advantages and disadvantages of costumer service (cost, efficiency, database, etc.)
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Service Vs No Service
WHAT IF THERE WAS NO CUSTOMER SERVICE?
Identification: a customer service representative must help a customer identify and anticipate possible future needs for the customer.
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Service Vs No Service
WHAT IF THERE WAS NO CUSTOMER SERVICE?
Needs go unfulfilled: If a customer does not feel that his needs are being met the customer is less likely to buy from the company.
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Service Vs No Service
WHAT IF THERE WAS NO CUSTOMER SERVICE?
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Lack of customer database
Lack of demographic insight
Can’t target customers correctly
Service Vs No Service
WHAT IF THERE WAS NO CUSTOMER SERVICE?
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Tell: With no direct feedback from the customers, the business doesn’t have enough information about their products once sold. Therefor their capacities of improvement and targeting a specific market are lowered.
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No feedback
Low capacity of targeting a specific market
No improvement
Service VS no service
WHAT IF THERE WAS NO CUSTOMER SERVICE?
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At first view, there is no immediate link between customer service and salaries. But if we think about it for a second, customer service is tightly linked to how much money a business makes, affecting the personnel’s salaries and tips.
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No customer service
Less sales
Impact on salaries
Customer wants and needs
What does the customer really want?
Can no costumer service be customer service?
Sephora: an example
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Tell: Sometimes, no assistance can be a customer service in itself. Sephora uses this new tactic to put the customer more at ease.
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Keeping up with the times
Keep up with the new technologies.
Compare with different countries and competitors.
Always be prepared for misfortune.
Online presence is key.
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Keeping up with the new technologies
Nokia an example:
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Tell: Let’s take the example of Nokia, who was the leader and best-selling company for mobile telephones, but is now struggling against the competition from Apple. Their decline is explained by their incapacity of keeping up with the smartphone market and its new technologies. Apple adopted a more customer service oriented strategy, involving a limited warranty with an authorized wireless carrier, besides opening retail stores all over the world such as Aleph stores.
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Keeping up with the new technologies
There are various tools provided by today’s modern-day technology that salespeople can use to sell better and enhance their productivity. Such tools are as follows:
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Tell: Through the years, technologies have been developed to make life easier in every aspect. They should be used without moderation to enhance productivity.
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Compare to adjust
It is important to learn about your competitors' approach.
It’s also helpful to compare yourself with different countries. People today are traveling more and expecting more.
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Be prepared for misfortune
Covid-19 crisis, a lesson:
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Tell: With the national lockdown and the social distancing measures, classical customer service had to reintroduce itself in a new way.
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Online presence
Today, everything happens online, from sales to surveys.
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Tell: If there is one lesson we learned from the coronavirus crisis, it’s the importance of online presence. When all shops were closed, the only way to keep in touch with the customers is through social media, and customer service chat rooms.
The businesses that were impacted less by this crisis are those who were already invested into their online presence. For us, we had to save our seasonal sales expectations through this method.
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6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
Any questions or queries please contact: [email protected]
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
