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قدرها الغرامة

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MILESTONEMILESTONE

Transformational pointTransformational point

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Market Market liberationliberation

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!!!!

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CUSTOMER

CHOICE

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Changing direction

• If you gave your customers what they need, there are others will give them what they didn’t dream

Satachi

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WOW

It’s not enough to meet your customer’s needs, you should delight them by exceeding their expectations.

Customer service rep must have:

• Patience

• Friendliness

• Customer respect

• Initiation to aid.

• Remember:

you don’t have the right to choose customers, they have.

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Why do we care with customer satisfaction ?

• Imagine your customer as money that moves with two legs towards you.

Staticaverage

• Satisfied customer tells 5 persons.• Un satisfied customer tells 10.• For every complainer customer you have 24

don‘t complain.• From every 24 who end their deals with you 6

only have serious problem.• Every unsatisfied 25 tell from10 to 20 then

you have 250 to 500 unsatisfied

• Companies looses 20% of customers every year.

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How much does it cost us loosing one customer ?

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A coffee shop

• 5 pounds a once* 20 times monthly= 100 a month

• 100 * 12 month = 1200 pounds a year• Customer turn over 5 years

1200 * 5 = 6000 • Satisfied customer tells 5 persons.

• One person at least will be a customer = 6000

• The income will be

• 6000 basic customer + 6000 = 12000

• Un satisfied customer tells 10 persons

• 5 persons at least won’t deal with this coffee shop

• 5*6000= 30000+6000 basic customer= 36000

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Why don’t they come back ?

1. Death

2. Changing location

3. Friendship

4. Price

5. Dissatisfaction with the product

6. Employees’ carelessness

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Why don’t they come back ?

1- Death 1%

2- Changing location 3%

3-Friendship 5%

4- Price 9%

5- Dissatisfaction with the product 14%

6- Employees’ carelessness 68%

What can we do ?

•Be an active listener

Active listening

• Hearing vs Listening

• Are you a good listener?

Listening Levels

• Ignoring

• Pretending

• Selective

• Attentive

• Empathetic

Why don’t we listen to others?

• Mind reader ( jump to conclusions )

• Rehearser ( what will I say )

• Filterer ( selective )

• Dreamer

• Identifier ( refer to his experience )

Why don’t we listen to others?

• Comparer

• Derailleur ( changing subject )

• Sparrer ( belittle )

• Placater ( agree with every thing )

Some advices for active listening.

• Paraphrase :1- Pay attention2- Identify key words3- Restate it in your words

- Parroting vs. Paraphrasing

- Avoid using jargons- Ask clarifying questions.

Do and don’t• Do :• Let them know you are listening.• Use the caller’s name 3 times within call.• Nod.• Paraphrase.• Empathize and reflect their feelings.• Discourage discussion of any delusion and focus on ‘ ‘ now and

here ‘ ‘• Explore ways ( options ) to have their need met.• Brainstorm together.• Avoid ‘’ yes,but ‘’.• Learn how to say no.• Listen to all parties.

First lecture

• Market monopolization – competition• Customer choice • Why do we care with customer satisfaction ( static )• Why don’t they come back• Be an active listener• Listening levels• Why don’t we listen• Do and don’t.

Do and don’t• Do :• Let them know you are listening.• Use the caller’s name 3 times within call.• Nod.• Paraphrase.• Empathize and reflect their feelings.• Discourage discussion of any delusion and focus on ‘ ‘ now and

here ‘ ‘• Explore ways ( options ) to have their need met.• Brainstorm together.• Avoid ‘’ yes,but ‘’.• Learn how to say no.• Listen to all parties.

Do and don’t

• Don’t :

• Argue

• Interrupt

• Scold and lecture

• Offer false reassurance

• Try to solve the problem before thoroughly understanding

Showing empathy

• Feel

• Felt

• Found

• But you must be sincere.

How to build rapport

• You can build rapport between you and your customer through :

• Active listening. ( carnegie)

• Empathy.

• Pacing.

• Creating common language.

• Under promise, over deliver.

Greetings and goodbyes

• Do you think standard greeting better?

Greeting guidelines

• Aim to answer the call within 3 seconds.

• Pause before lifting the caller.

• Smiling conveys warmth and friendliness.

• Visualize the caller.

• Use the standard greeting.

Goodbyes guidelines

• Summarize the key points.

• Refer to any future actions.

• Ask for any other service you can do.

• Thank them for calling your company.

• Keep your promises.• Fully complete this call before starting another.

• Make sure you have emotionally ended this call.

On hold

• Don’t cup the mouse piece with your hand.

• Ask their permission.

• Give reasons and time for hold.

• Wait for a respond from the customer.

• Don’t exceed 2 minutes on hold.( 30 sc )

• Thank the customer for waiting.

Handling complaints calls

1- Listen.

2- Avoid jumping to conclusions.

3- Don’t take it personally.

4- They want to be heard.

5- Ask for suggestions.

Handling complaints calls

6- Gather all information before solution.7- Use trial case.8- Manage the customer’s expectations.9- Close the call.

ASAP

Dealing with difficult customer

Are you nervous ?

Dealing with difficult customer

• The angry complaining customer

• Stay positive.

• Allow him to let off steam.

• Show empathy.

• Use his name, and offer yours.

• Apologize.

• Find out what they want.

Dealing with difficult customer

• Ensure you understand him.

• Suggest a solution.

• Thank him for bringing the problem to your attention.

• Record and pass the complaint.

Customer types

• The mistaken customer :

• Be tactful

• Don’t say you are wrong

• Talk about situation.

• Use tactful statements.• Keep explanation clear, simple and brief.• Use clarifying questions.

The critical customer

• Find out the problem and what he want.

• Ensure you know the company’s policy.

• Thank him for bringing the problem.

• Search alternatives.

• Explain what you can do.

The critical customer

• Make sure management know about the problem.

• Shift their attention to the solution.

• Check your authority to act.

• Avoid “ yes , but “.

• Find the points of agreement.

The abusive customer

• Stay cool, don’t take it personally.• Focus on things you have control on.

• Get him back to the problem.

• You can ask supervisor for help. (some cases )

• You can’t hang up or end the call.

• Don’t say be calm.

Shopping lover

Closed questions.

Offers

Pause after questions

Be friendly

Use normal sale pace

• The basic principle when dealing with customer :

Kiss Keep it simple and sincere.

Remember

• All skills are gained by

practice

•Trainerehab@yahoo.com

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