A learning development program for

by REA L. GOLIMLIM
WHO IS CUSTOMER?

Those who need

your product,
service or both.
WHY DO THEY PURCHASE?


Need
 Want
 Desire
 They have the money
WHY DO THEY COME TO YOU?

 Location
 Time
 Advertisement
 Product Availability
 Price
 Company Image
 Quality Service
CRITICAL QUESTION TO ASK

 Do our customer WANT to come again and again to you?

 Are you satisfying their need or want?

CUSTOMER AND STAFF RELATIONS

 Customer relationships are the relationships that a business has with its customers and the way
in which it treats them.

 Good customer and staff relations require courtesy, professionalism and effective response.
TYPES OF CUSTOMERS
 Public Relations Officer
 Shock Absorber
 Mediator
 Salesman
 Information Gatherer
Excellent Verbal Communication
Skills

Productive
Relationships
Excellent Non-Verbal with Customers
Communication Skills

Excellent Listening Skills

 Body Language

Volume Cues
Non Verbal
Behavior Appearance and
Grooming

Miscellaneous Cues
Body Volume
Language Cue

• Eye Contact • Pitch

• Posture • Volume
• Facial Expression • Rate of Speech
• Gestures • Voice Quality
• Articulation
• Pauses
• Silence
Appearance Miscellaneous
and Cues
Grooming
• Hygiene (regular • Personal Habits
washing and • Proper etiquette
combing of hair, and manners
use of mouthwash
and deodorant)
•Clothing and
accessories
 Appearance
 Positive
 Uniform Worn with PRIDE (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
 Attentiveness
 Preparedness
 Loyalty
 Honesty
 Politeness
 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
 Dependability
 Accomplishing what's promised
 Fulfill 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
 Sensitivity
 Needs of the client 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.
 POSITIVE NEGATIVE
 Brief eye contact • Yawning
 Eyes wide open • Frowning and sneering
 Smiling • Attending matters other than the
 Nodding affirmatively customer
 Expressive body gestures • Leaning away from the
 Open body stance customers as he/she speaks
• Subdued or minimal hand
 Listening actively
gestures
 Remaining silent as
• staring blanky or coolly at
customer speaks
customers
 Gesturing with open hand
• Interrupting
 Clean, organize work area
• Pointing finger or object at
customer
• Disorganized, cluttered work
space
 • Plan your message
Communicating
• Greet customers warmly and
POSITIVELY sincerely
• Be specific
• Use small talk
• Use simple language
• Paraphrase
• Ask Positively phrased question
Instead of using, Why do you feel that way? use..What
makes you feel that way?

Instead, Why do you want that color? USE..

What other colors have you considered?

• Communicate to your customers style

• Agree with customers
•Solicit customer feedback and participation
• WORDS and PHRASE that BUILD relationship:
- Please
- Thank You
- I can or Will
- How may I help you?
- I understand how you feel
- You're right
- May I
- Would you mind
- I apologize for
 • WORDS and PHRASE that
DAMAGE relationship:
- You dont undertand
- You don't see my point
- Hold on a second
Avoiding Negative
Communication
- Our Policy says (or prohibits)
- That's not my responsibility
- What you need to do is
- Why don't you
- The Word "Problem", "but"
and "NO"
 MOMENT OF TRUTH

The precise instant a customer comes into CONTACT WITH ANY ASPECT OF OUR
BUSINESS and, on the basis of that contact, FORMS AN OPINION ABOUT THE
QUALITY OF OUR SERVICE and potentially, THE QUALITY OF OUR PRODUCT.
 THE CUSTOMER
SALES SERVICE PEOPLE
SUPPORT GROUP
SUPERVISOR
MIDDLE MANAGEMENT

TOP MANAGEMENT
 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%
A mental disposition
regarding a certain
objects, person or
situation.
 LISTEN
EXPRESS UNCOVER
TO
RESPECT EXPECTATIONS
UNDERSTAND

TAKE ACTION
DOUBLE CHECK
OUTLINE AND
FOR
SOLUTIONS FOLLOW
SATISFACTION
THROUGH
 P - POLITE
 E - EFFICIENT
 R - RESPECTFUL
 F - FRIENDLY
 E - ENTHUSIASTIC
 C - CHEERFUL
 T - TACTFUL
 Hot - Tempered
 Argues with everyone
 Looks for opportunities to fight
 Interrupts you
 Is largely inconvenienced by small
things.
 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)
 Is a Show Off
 Needs to feel Important
 Feels above the rest
 Flatter her
 She has reached the right decision
 Her good taste
 Stay calm, polite, helpful and friendly
 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
 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
 Treat him sensitively
 Acknowledge what he says
 Interrupt politely
 Watch your body language
 Is a show off
 Need to feel important
 Feels above the rest
 Take a deep breath
 Remember PERFECT
 Don't be submissive
 Don't rush her
 Don't be bullied
 Don't overcompensate
 Set out all the options, benefits and drawbacks
 Let the customer decide
 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.
 I don't know
 We don't have it
 We can't do that
 I just work here
 This is'nt my 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
 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
 L - LISTEN
 A - APOLOGIZE
 S - SOLVE
 T - THANK
 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.
 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
 There is nothing as nice as a cheerful word of greeting.
 It takes 72 muscles to frown, only 14 to SMILE
 The sweetest music to anyone's ears is the sound of his own name.
 If you want friends, you must be one.
 Speak and act as if everything you do is a joy to you.
 You can like almost everyobodyif you try.
 And CAUTIOUS with criticism
 There are usually three side to a contreversy: Yours, the other fellow's and the right side.
 Often it is appreciated more than you know
 ADD TO THIS..
 A huge dose of PATIENCE
 A DASH of HUMILITY

THIS COMBINATION WILL OPEN MANY DOORS AND THE REWARDS WILL BE
ENORMOUS.
 THANK YOU