CUSTOMER SERVICE
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CUSTOMER THE KING HOW TO DELIGHT YOUR CUSTOMERS SELLING IS AN ART HANDLE OBJECTIONS EFFECTIELY BE A SUCCESFUL SALESMAN
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CUSTOMER SERVICE
- 1. TOTAL QUALITY SALES TEAM
- 3. COMPETITION
- 5. CHOICES
- 6. GETTING NEW CUSTOMERS AND RETAINING THE OLD
- 8. I AM OKAY YOU ARE NOT OKAY
- 9. I AM NOT OKAY, YOU ARE OKAY
- 10. IAM NOT OKAY, YOU ARE NOT OKAY
- 11. I AM OKAYYOU ARE OKAY
- 13. ATTITUDE Me and My Life Understand where you stand Decide where to improve
- 14. SALES MAN SENSIBLE ACTIVE LOYAL ENTHUSIASTIC SINCERE MATURED ACCOUNTABLE NEAT
- 15. CUSTOMER THE FOCUS OF THE BUSINESS
- 16. CUSTOMERS CONSTANT UPGRADATION OF SYSTEMS AND TECHNOLOGY TO OFFER MORE EFFICIENT AND RELIABLE SERVICES
- 17. CUSTOMER IS THE PROFIT Customer is the most important factor in our business He is not dependent on us We are dependent on him He is not an interruption to our work He is the purpose of it He is not an outsider on our business He is part of it We are not doing him a favor by serving him He is doing a favor by giving us an opportunity to do so
- 18. CUSTOMER FOCUS
- 20. customer focus A local man selling ice cream and drinks to tourists on a beachis an expert on customer focus.He knows what you need, he createsan instant need among children, andhe is able charge premium price.
- 21. Resolve Customer Complaints LISTEN REMAIN CALM ACKNOWLEDGE ASK QUESTIONS APOLOGISE WHEN CUSTOMER IS WRONG….. DELIVER WHAT YOU PROMISED THANK THE CUSTOMER
- 22. CUSTOMER EXPECTATIONS Quick Service Better Service Service with a SMILE Listen to them Good Behavior Friendly Approach Getting Attention to their need Proper response Information about schemes Proper receipts
- 23. SATISFACTION MEETING EXPECTATIONS CUSTOMER SATISFACTION
- 24. CUSTOMER DELIGHT
- 25. CUSTOMER DELIGHT EXCEEDING EXPECTATIONS
- 27. Lion or a deer EVERY MORNING IN AFRICA, A DEER WAKES UP KNOWING IT MUST RUN FASTER THAN THE FASTEST LION OR BE KILLED. EVERY MORNING A LION AWAKENS KNOWING IT MUST OUTRUN THE SLOWEST DEER OR STARVE TO DEATH IT DOES’NT MATTER WHETHER YOU ARE A LION OR A DEER,WHEN SUN COMES UP YOU BETTER BE RUNNING.PROVERB IN AFRICA.
- 28. “take the first step in faith. You do not have to see the whole staircase. Just take the first step.”
- 29. THANK YOU CHERIAN VARGHES TRAINER JCI INDIA 94471 32132 jccherian@gmail.com www.cherianvarghese.org
- 30. CHERIAN VARGHESE TRAINER JCI 94471 32132 jccherian@gmail.com
Notes de l'éditeur
- The General - directly responsible for execution of strategy – that is, the interpretation and conversion of strategy (business goals/desired outcomes) to tactics (projects)Typically owner of an department or division that directly supports a line of businessHas absolute authority (power) for a portion of IT budgetDirectors are/should be the cornerstones of a great business – they turn ideas into realityShould be the priority setter for his peopleAlways looking for leaders who can get things doneFocused on monthly and quarterly resultsPhoto credits: http://www.flickr.com/photos/jamesdale10
- Be an active listener and listen more than you speakAsk open ended questionsLook for something in common in an effort to create connectionsPhoto credits: http://www.flickr.com/photos/prakhar
- First impressions matter!It never hurts to be at dress at least one level better than your audience. You can always dress down, but it’s much harder to dress up.Photo credits: http://www.flickr.com/photos/Jeff_Sandquist
- I bet hillary clinton would agree with this.The social web changes power dynamics, and the brands that can become connectors will win.