|
Helping People Work Better Together
|
|
|
|
Customer Service Workshop
|
There is a lot of power in a smile. In fact, smiles are infectious. Try it today, right now: smile at the next person you see, if for no reason other than to smile. See what happens. Frowns are infectious too, and when employees and managers frown at one another all day, it's very likely customers won't see so many smiles.
Friendly "hellos" are also infectious. Saying a friendly hello to every employee at the beginning of the workday, and at every customer or client you meet, can change someone's day. It can also make your day better too.
With customers in particular, it's always important to say "thank you" when a transaction is complete, but as I go to convenience stories and malls nowadays, I'm surprised at how that simple courtesy isn't offered when I pay for something. Just amazing.
This Workshop helps "reinvent" your customer service habits by revisiting how you and your employees at all levels go about it. It takes a look at your workplace from the eyes of your customers.
|
|
|
-
CUSTOMER SERVICE WORKSHOP AGENDA:
-
A Customer Service Audit: How do you think customers perceive the way they are treated at your workplace?
-
Listing of things YOU expect when you visit a business, i.e. a restaurant/department store/supermarket.
-
The power of the smile.
-
The power of "thank you."
-
Ten real-world things you can do right now to improve your customer service.
-
Twenty ways to make each customer or client feel like he or she is the single most important person in the world to you.
-
Employees at all levels "buying into" superior customer service, one customer at a time.
-
A Customer Service Role-Playing Exercise: The "Kings And Queens" Concept of excellent customer service.
-
What do we do starting tomorrow?
|
|
A Quick Ten Tips Checklist
For Better Customer Service
1. Smile: It says so much as a "welcome" to the customer.
2. Eye Contact: That's how people start any friendly conversation.
3. A Friendly Tone Of Voice: Sound excited, or at least pleased, to
see that customer.
4. Listen: Be sure you know exactly what the customer wants.
5. Followthrough: Be sure to give the customer exactly what he or she wants.
6. Exceed Expectations: Find a way to say "yes" to whatever the customer asks for, and ADD a service or product to it.
7. Follow-Up: Double-check later to be sure you have given the customer what he/she expected. If not, make good. You'll get that customer back.
8. Be Enthusiastic: Let your customers know you really, REALLY appreciate
their business
9. Be Professional: Treat your customers with respect and appreciation, ALL the time - - as you would expect
to be treated.
10. Say a sincere "Thank You!" Say it with enthusiasm.
|
Smiles, "Thank Yous,"
And Exceeding Your
Customer's Expectations
Guarantees Steady Growth
In Your Business And Results
From An
"Excellent Workplace"
Environment.
|
|
This Workshop gives you a customer service audit of sorts, and makes your staff at all levels a little more aware of what customers expect, and what they've actually been getting.
|
|
|
|
 |
|
