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Customer Service From the
Objectives
 At the end of this program you should be able
to develop a mindset of world-class customer
service by
◦ Under...
Agenda
Day 1 Day 2
Objectives Review exercises
Ultimate Goal What is superior service?
What is Customer Service Superior s...
AFWJ Objectives
 To improve our market share in the local
watches and jewellery industry
 To increase our retail foot pr...
I love AFWJ, they provide the
best customer service.”
Our Goal
Knowledge ≠ Understanding
What is Customer Service?
“I want to
feel cared
for”
“I want to
feel looked
after”
Getting to know you
Who is your customer?
 Internal
 External
Win-Win-Win
The customer
You
AFWJ
Your Role as Sales
Representative
 Sales Targets
 Customer Service
 Visual Merchandising
 SOP
 Teamwork and Grooming
...
What’s your story?
What drives performance?
Values/ Beliefs
Opinions
/Emotions
Behavior Performance
Levels of Service
Relationships
Wow Stories
The best way to find yourself is to lose
yourself in the service of others.” –M.
Gandhi
Achieving Best Practice
 Core standards
 Professionalism
◦ Look pro
◦ Act pro
◦ Speak pro
If you refuse to accept anythi...
Active Listening
 People before paperwork
 Eye contact
 VMEs
 Undivided attention
 Facial expression and body languag...
Listening Exercises
1. Amazing facts
2. What’s in a
name?
3. Pass the
message
Most people do not listen with the intent to...
Quick tips to be world-class
 Problem
 can’t
 You have to
 No
 I don’t know
 Situation or
concern
 CAN
 We need to...
Quick tips to be world-class
“Sorry to keep you waiting.”
“Thank you for the wait.”
“You’re welcome!”, “My pleasure!”
“Sur...
What is Superior Service?
Customer Service Mantras
Steps to Diffuse
1. Apologize
◦ “I’m sorry for the confusion…”
2. Empathize
◦ “I understand you are frustrated…”
3. Assure...
Let’s watch
 Johnny the bagger
I love AFWJ, they provide the
best customer service.”
Our Goal
Customer service comes from the heart afwj
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Customer service comes from the heart afwj

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Customer service for front line sales representatives
Designed with Middle East audience in mind

Publié dans : Business
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Customer service comes from the heart afwj

  1. 1. Customer Service From the
  2. 2. Objectives  At the end of this program you should be able to develop a mindset of world-class customer service by ◦ Understanding the ultimate outcome of every customer service transaction ◦ Identifying strategies to create superior customer service experiences ◦ Recognizing industry standards and best practice behaviors in world-class customer service ◦ Using world-class language in daily customer interactions ◦ Demonstrating active listening skills ◦ Demonstrating the steps to diffuse an upset customer
  3. 3. Agenda Day 1 Day 2 Objectives Review exercises Ultimate Goal What is superior service? What is Customer Service Superior service scenarios activity Who is your customer? How to handle difficult customers Win-win-win in World Class Service Role play activities The good, the bad and the ugly Customer Service mantras What drives performance? Johnny the bagger Levels of service relationship Assessment Best practices and core standards Recognition Active listening Survey World Class language Summary
  4. 4. AFWJ Objectives  To improve our market share in the local watches and jewellery industry  To increase our retail foot print by opening Watch House doors in feasible markets  To attract and acquire leading international watch and jewellery brands to strengthen our portfolio  To maintain and continuously upgrade Watch House and AFWJ stores  To attract the best talent by providing best working practices and career opportunities  To be a world class shopping destination with
  5. 5. I love AFWJ, they provide the best customer service.” Our Goal
  6. 6. Knowledge ≠ Understanding
  7. 7. What is Customer Service? “I want to feel cared for” “I want to feel looked after”
  8. 8. Getting to know you
  9. 9. Who is your customer?  Internal  External
  10. 10. Win-Win-Win The customer You AFWJ
  11. 11. Your Role as Sales Representative  Sales Targets  Customer Service  Visual Merchandising  SOP  Teamwork and Grooming  Al-Futtaim Way
  12. 12. What’s your story?
  13. 13. What drives performance? Values/ Beliefs Opinions /Emotions Behavior Performance
  14. 14. Levels of Service Relationships
  15. 15. Wow Stories The best way to find yourself is to lose yourself in the service of others.” –M. Gandhi
  16. 16. Achieving Best Practice  Core standards  Professionalism ◦ Look pro ◦ Act pro ◦ Speak pro If you refuse to accept anything but the best, you often get it.” – W. S. Maugham
  17. 17. Active Listening  People before paperwork  Eye contact  VMEs  Undivided attention  Facial expression and body language You must be the change you want to see in the world.” – M. Gandhi
  18. 18. Listening Exercises 1. Amazing facts 2. What’s in a name? 3. Pass the message Most people do not listen with the intent to understand; they listen with the intent to reply.” – Stephen Covey
  19. 19. Quick tips to be world-class  Problem  can’t  You have to  No  I don’t know  Situation or concern  CAN  We need to  I’d love to or I wish I could  Good question, let me check…
  20. 20. Quick tips to be world-class “Sorry to keep you waiting.” “Thank you for the wait.” “You’re welcome!”, “My pleasure!” “Sure!” “See you again soon!” “I’ll be right with you in __ minutes.” The words you use make up the world we live in.” – Jeff Courtney
  21. 21. What is Superior Service?
  22. 22. Customer Service Mantras
  23. 23. Steps to Diffuse 1. Apologize ◦ “I’m sorry for the confusion…” 2. Empathize ◦ “I understand you are frustrated…” 3. Assure ◦ “I assure you we will fix this for you…” 4. Get Cooperation ◦ “Okay?”
  24. 24. Let’s watch  Johnny the bagger
  25. 25. I love AFWJ, they provide the best customer service.” Our Goal

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