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6 Customer Service
- 2. … am I going to the right direction?? Elements of Personality Development
- 3. Punctuality Dress Code Behavior Customer Service Communication Self Learning Cashiering Marketing Attitude Team Work
- 8. “ Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction.” Customer Service
- 13. What Annoys Customers the Most?
- 14. When we get good service . . . We tell anywhere from 9 to 12 people. WHEN WE RECEIVE POOR SERVICE… WE TELL UP TO 20 PEOPLE!
- 15. If the service is REALLY poor, 91% of retail customers won’t go back to the service provider!
- 16. An 82% chance exists that customers will avail service from a company if their complaint is handled quickly and pleasantly
- 17. Cutting down the “ Wait Time”
- 18. Greeting Customers That friendly smile seems like a minor detail, but it's enough to make a person seem approachable and personable, and is a great way to convey confidence. Even if you can not assist the customer immediately, eye contact will let the customer know that you are aware that he/she is there.
- 19. Handling Objections Ignoring an objection will never make it go away. . . Ignoring an objection might make the customer go away! 4 Steps for Handling an Objection 1. Listen to the objection 2. Acknowledge the objection 3. Respond with a positive statement 4. Follow-up with a question
- 24. Communication Skills “ How you say it” is more important than “ what you say ”
- 30. I can’t ATTITUDE Erase the words “I can’t” from your vocabulary If you find you cannot realistically do what your customer wants, tell him/her what you CAN do and offer alternatives
Hinweis der Redaktion
- The wait is the single most important factor in customer satisfaction. Shopping used to be what got shoppers out of the house. Today they are already “out” they want to be in it more.Provide service
- The wait is the single most important factor in customer satisfaction. Shopping used to be what got shoppers out of the house. Today they are already “out” they want to be in it more.Provide service
- The wait is the single most important factor in customer satisfaction. Shopping used to be what got shoppers out of the house. Today they are already “out” they want to be in it more.Provide service
- The wait is the single most important factor in customer satisfaction. Shopping used to be what got shoppers out of the house. Today they are already “out” they want to be in it more.Provide service
- Single most important factor in customer satisfaction is the wait. Do everything you can do to cut that time down. This may even mean relocating the cash wrap station, so that the first thing people don’t see is a line to check out.
- “ That sounds too expensive” “ I can understand the price may seem a little high (Respond with a BENENFIT IF YOU ARE SELLING SOMETHING “ But this product is guaranteed for life, so when you take that into consideration, it doesn’t seem so expensive” “ If you are not happy we will give you a refund” 4. ”How does that sound?”