Does your business, office, or organization look unorganized and lacks customer enjoyment. The presentation trains your staff on what to concentrate on when building a customer friendly environment.

1. Clifford L. Marshall
Communications
A Communications Company…….
616 Carlyle Place
Union, NJ 07083
Phone 646 678-1709
Clifford@CliffordLMarshall.com
www.CliffordLMarshall.com/custrel.html

3. Leadership
It All Starts
At The Top

4. It All Starts At The Top -Leadership
The Leadership style of the head
of
an
usually
Office/Business
be
figured
out
can
by
assessing the behavior of the
staff

5. It All Starts At The Top -Leadership
Effective Leaders share 4 Basic
Traits:
1. Provide direction and
meaning
2. Generate and sustain trust
3. Creates a sense of urgency
and a willingness to risk
failure
to achieve results
4. Are purveyors of hope

6. It All Starts At The Top -Leadership
Perception of the Office
Through the eyes of the leader
customers get a sense of how
they should perceive the office
or business

7. It All Starts At The Top -Leadership
Vision/Mission Statement
Every office should have a
Vision/Mission statement which
basically tells what the office
wants to accomplish (vision)
and what will happen when it is
accomplished (mission)

8. It All Starts At The Top -Leadership
Creating Systems
Leaders understand that a great
system
can
take
ordinary
people and get Extra-ordinary
results. It’s important to assess
the
system
to
insure
that
barriers are not hindering the
success of the team.

9. Understanding
About The
Customer and
Their
Expectations

10. Understanding About The Customer and
Their Expectations
Overview of Customer Relations
– Why is it Necessary?
– Who should provide it?
– What should be provided?
Profile of a Customer
– What is the Make-up ?
– What are their Expectations?

11. Understanding About The Customer and
Their Expectations
Role of the Service Provider
– Who are the service providers?
– What are their expectations?
– Why do they exist?

12. Understanding About The Customer and
Their Expectations
Students are forever connected
– You Know them; They Know You
– They refer friends, family and
acquaintances
– They prefer to be serviced by you

13. Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere

14. Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere
Appearance of Office/Business
– What is Meant by Appearance?
– Why is it important?
– Can Appearance cause a
negative atmosphere?

15. Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere
Elements needed to Create a Great
Atmosphere
– Good Looking Furniture
– Nice paint job
– Floor/Carpet cleaned
– Bulletin board kept neat
– Desk neat if in view of
customers

16. Psychology of Appearance–Environment
Must Have a Welcoming Atmosphere
Image Management
– What is Image Management?
– Does staff Project the correct
Image?
– What’s A Professional Image?

17. Communication

18. Communication
– What is
Communication?
– Why is it Important?

19. Communication
Two Forms of Communication
– Verbal Equals Less Than
50% of Communication
Three Ways of Receiving Information
1. Visionary
2. Sensorial
3. Auditory

20. Communication
Two Forms of Communication
– Non-Verbal Equals More Than
50% of Communication
Three Body Language Movements
1. Smile
2. Eye Contact
3. Nod

21. Communication
Recognizing Personality Types
– 4 Basic Personalities
Shark
Urchin
Dolphin
Whale

22. Communication
Face to Face – 8 Qualities Needed
1. Good Listener
2. Smile
3. Neat Appearance
4. Strong Presence
5. Multi-task Ability
6. Well Organized
7. Leadership Ability
8. Good Follower

23. Communication
Building Rapport – Art of Building Trust
1. Tone of Voice
2. Words Used
3. Body Language

24. Communication
Telephone and Email
1. Pick Up Phone ASAP
2. Greet Caller and identify the Office
and yourself
3. Listen Carefully
4. Take a detailed message
5. Thank caller for holding
6. Be courteous and transfer the call
7. When emailing write in as much
detail as possible

25. Communication
Amateurs Say ……., Experts Say……..
1. I don’t know…, I will find out…
2. No…, What I can do is…
3. That’s not my job…, Ms/Mr can
help you…
4. It’s not my fault… ,Let me see
what I can do……

26. Communication
Amateurs Say ……., Experts Say……..
5. Please speak to my manager…, I can
help you with…
6. You want it by tomorrow…, I will do
my best…
7. I’m busy right now…, I will help you
in……
8. Call me back…, I will call you back…

27. Tearing Down Walls
Identifying Barriers for Success
– Why are they in Place?
– What Can be done to Eliminate
Them?
– How Can We Provide Good
Service with Them in Place?
– Asking Open-Ended Questions to
Identify Customers needs/wants

28. Dealing With Angry Customers
The Customer is not always Right, but the Customer is
the Customer!!!
Staff must stay under control
•Be Proactive
•Don’t take anything Personal

29. Dealing With Angry Customers
The Customer is not always Right, but the Customer is
the Customer!!!
Customers will get under control with
the help of staff
• Let anger subside before assisting
•Acknowledge customers feelings,
Don’t try to fix feelings
•Always pause before responding

30. Dealing With Angry Customers
3 steps in moving from problem to solution
1. Get as much information as
possible; Stick to the facts
2.
Stay with the Customer
3. Get the customer involved with the
solution

31. Dealing With Angry Customers
Rebuilding Trust
• Solve the Problem ASAP
• Keep the Customer in the
loop
• Make Atonement for any
inconvenience

32. Secret of Success