2. CUSTOMER & STAFF RELATIONS
Customer relations are the relationships
that a business has with its customers and
the way in which it treats them.
Good customer & staff relations require
courtesy, professionalism and effective
response.
9. Non Verbal Communication with
Customers
Appearance and Miscellaneous Cues
Grooming
• Hygiene (regular • Personal habits
washing and
• Proper
combing of hair,
use of mouthwash etiquette and
and deodorant) manners
• Clothing and
accessories
10.
11.
12. Appearance
Positive
Uniform Worn with Pride – Badge of
Professionalism – Clean, Neat, Fresh-
Looking at All Times
Good Grooming – hair neatly cut and
combed, Nails are clean and trimmed, no
nail polish
Teeth are clean, brushed and flossed
Clothing Fits Properly
Shoes are shined and in good condition
14. Honesty
Honesty instils trust
Politeness
Ready to Assist from opening doors,
helping guests with chairs, packages,
helpful attitude
Polite words and deeds and considerate
actions
15. Dependability
Accomplishing what’s promised
Fulfil commitments and to work on time
Composure
Unobtrusive service
The Front-of-the-House is not a place for
chatting.
Speak only about business, the job at
hand
16. Sensitivity
Needs of the Guests are paramount
Avoid discriminatory remarks and uncalled-for
comments
Tact
The innate ability to say or do the right thing at
the right time without giving offense to others.
We are all diplomats in our own right and little
ways
17. Positive Negative
• Brief eye contact • Yawning
• Eyes wide open • Frowning or sneering
• Smiling • Attending to matters other than
the customer
• Nodding affirmatively
• Leaning away from customers as
• Expressive body gestures he/she speaks
• Open body stance • Subdued or Minimal hand
• Listening actively gestures
• Remaining silent as • Staring blankly or coolly at
customer speaks customers
• Interrupting
• Gesturing with open hand
• Pointing finger or object at
• Clean, organize work area customer
• Disorganized, cluttered work
space
18.
19. • Plan your messages
Communicating • Greet customer warmly
Positively… and sincerely
• Be specific
• Use “small talk”
• Use simple language
• Paraphrase
20. • Ask positively phrased question
(Instead, “Why do you feel that
way” ,
Communicating
Use: What makes you feel that
Positively…
way? Instead, Why do you want
that color, use : What other
colors have you considered?)
• Communicate to your customer’s
style
• Agree with customers
• Solicit customer feedback and
participation
21. Words and phrases
that BUILD relationship:
Please
Thank you
I can or will
Communicating
How may I help?
Positively…..
I understand how you feel
You’re right
May I
Would you mind…..
I apologize for….
22. Words and phrases that
DAMAGE relationship:
You don’t understand
You don’s see my point
Avoiding Hold on a second
Negative Our policy says (or prohibits)
Communication That’s not my responsibility
What you need to do is…..
Why don’t you
The word “problem”
The word “but”
The word “no”
23.
24. MOMENT OF TRUTH
The precise instant a customer comes
into CONTACT WITH ANY ASPECT OF
YOUR BUSINESS and, on the basis of that
contact, FORMS AN OPINION ABOUT THE
QUALITY OF YOUR SERVICE and
potentially, THE QUALITY OF YOUR
PRODUCT.
25. CUSTOMER SERVICE PERSPECTIVE
THE CUSTOMER
SALES/SERVICE PEOPLE
SUPPORT GROUPS
SUPERVISORS
MIDDLE MANAGEMENT
TOP
MANAGEMENT
26. WHY CUSTOMERS QUIT
Die 1%
Move Away 3%
Other Friendships 5%
Competitive Reasons 9%
Product
Dissatisfaction 14%
Attitude of Indifference
toward the customer by
some employee/s 68%
28. Service Recovery Strategy
Express Listen to Uncover the
respect understand expectations
Outline the Take action Double check
solutions and follow for satisfaction
through
29.
30.
31. Hot – Tempered
Argues with
Everyone
Looks for
opportunities to
fight
Interrupts You
Is largely
inconvenienced by
small things
32. Don’t Argue
Don’t Trade Insults
Don’t Be Sarcastic
Fix the Problem
Apologize but don’t
grovel
Don’t Blame your
Organization
Agree to a Solution
(and DO IT)
33. Is a Show Off
Needs to
Feel
Important
Feels above
the Rest
34. Flatter Her
She has reached
the right
decision
Her Good Taste
Stay Calm,
polite , helpful
and friendly
35. Don’t be
intimidated or
bullied
Treat her with
respect even
when....!
Don’t put her
down
Agree to a course
of action and
stick to it
36. Loves to chat and
share his life story
Doesn’t get
straight to the
point
Tells you more
than you need to
know
Is difficult to get
to focus
37. Treat him
sensitively
Acknowledge
what he says
Interrupt
politely
Watch your body
language
38. Is a Show Off
Needs to
Feel
Important
Feels above
the rest
39. Take a deep
breath
Remember
PERFECT
Don’t be
submissive
Don’t Rush Her
40. Don’t be bullied
Don’t
overcompensate
Set out all the
options, benefits
and drawbacks
Let the Customer
Decide
41. I’m sorry
For you
What can I do for you?
Let me fix this for you
How can I help you?
What can I help you with?
Let me find out.
Let me take care of that for you.
Let me get some help for you.
Let me show you what we have.
42. I don’t know
We don’t have it.
We can’t do that.
I just work here.
This isn’tmy section.
Don’t blame me.
My last customer was…
My boss is on my case.
I can’t wait to get out of here.
I haven’t had lunch yet.
43. Say what you can do…not what
you can’t do!
Say “I’ll do my best…” or “Let me
see what I can do…”
Offer options
44.
45. Is part of our business – not an outsider.
A customer is not just money in the cash
register. They are human beings with feelings
and deserves to be treated with respect.
Is a person who comes to us with their needs
and wants. It is our job to fill them.
Deserves the most courteous attention we can
give them. They are the lifeblood of this and
every business.
46. Is the most important person in any
business
Is not dependent on us. We are
dependent on them
Is not an interruption of our work, but
the purpose of it
Does us a favor when they come in. We
aren’t doing them a favor by waiting on
them