Customer Orientation PPT slides
saraalhamdan
CustomerOrientationLevel1.pptxCustomer Orientation
Level 1
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
| 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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6 CORE/BEHAVIOUR COMPETENCIES
Agenda
Who are your Customers?
How to give the best customer service.
Why do people buy?
Listening.
How to get the best out of the sessions.
6 CORE/BEHAVIOUR COMPETENCIES
Who are your customers?
Age
Profile
Phone
Online
Social media
Gender
In-person
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In order to give the best costumer service you have to read the profile of your customers: things like their age and their gender can give you a first hint.
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Satisfied customers
Start with your Average transaction value, for example £10.
It is suggested that a satisfied customer will return up to four times each year!
They all tell 10 of their friends who also shop and return 4 times a year with the same transaction value.
These in turn tell 10 of their friends!
How many extra customers do you have per year?
How much more revenue can they generate for your store each year?
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A satisfied customer is key to a good business. A good interaction with a customer will have more effect on the long run than you think.
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How to Give the Best Customer Service
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Smile
Are you using your facial muscles to your best advantages?
Nobody likes a grouch or working with someone who appears to be angry, disengaged, or otherwise focus on something other than service.
Remember to smile.
6 CORE/BEHAVIOUR COMPETENCIES
Smiling makes you look more welcoming and open to the customer’s requests.
Are you using your facial muscles to your best advantages?
Nobody likes a grouch or working with someone who appears to be angry, disengaged, or otherwise focus on something other than service.
Remember to smile.
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Keep Your Cool
Sometimes customers lose their coolness. Sometimes it’s our fault, and sometimes it isn't. Either way, it’s important to let angry customer's vent. Then, apologize.
If you are not directly at fault, you can always apologize for the situation. “I'm sorry that happened to you.” then, offer whatever solutions will address your customer’s concern.
Are you able to effectively deal with angry customers?
6 CORE/BEHAVIOUR COMPETENCIES
You have to always keep your emotions in check. You can be right or wrong, but you can’t risk losing a customer. Be wise and play it safe.
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Seekout Information
From time-to-time customers may ask you questions you can't answer. It’s okay to say ”I don’t know” if “I’ll find out” or something similar quickly follows.
In addition to handling routine transactions, part of your job is to serve as a liaison between your customers and your organization.
Do you go the extra mile to get answers to your customers’ questions?
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It is okay not to have answers for everything, but the difference between a good customer service and a bad customer service is the will to satisfy your customer even when you don’t have the clues in hand.
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Why do people buy?
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Why do people buy?
Crisis purchase – birthday , replacement
Necessity – food , electricity, cleaning
Peer pressure – fashion , trend, tech
Fashion – trend, peer pressure
Fun – re-creative, gaming,
Duty / obligation – replacement, work
Gifts – seasonal
Guilt – you think of the guilt purchases
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Finding out the occasion for the purchase will give you more insight on the customer’s needs, and will help you figure out how to help them.
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Interacting with your customers
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Think positively
Use positive words
Behave positively
Positive outcome
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Your positivity has to be contagious, therefor it has to start with positive thinking, to translate itself to a positive outcome.
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Listening
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6 CORE/BEHAVIOUR COMPETENCIES
Listening skills
In pairs tell your partner about something that happened to you in the last week.
The partner must not listen!
Give feedback on how much you heard!
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Tell: We will now try a quick experiment that will show you how the listening skills you invest in reflect on your partner.
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Listening skills
Now reverse the roles!
The partner must demonstrate they are listening to you!
Give feedback on how much you heard and how it made you feel to be listened to
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Behaviors such as nodding your head, keeping eye contact, remarking the other person’s body language and answering to it can show that you’re really listening.
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How to get the best out of the sessions.
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Workshop outcomes
Have a better understanding of your customers’ needs and how to satisfy them.
Understand the importance of attitude in delivering excellent customer service.
Be aware of the contribution that words and non- verbal messages have on customer service.
Be able to apply your learning to communicate more productively with your customers.
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Any questions or queries please contact: [email protected]
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
6 CORE/BEHAVIOUR COMPETENCIES
