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Customer Service Portfolio

Estefanía Cardona Key No. 4 10th Grades Cience and Letters “A”


Index


Listen to Your Customer A BIG Little Thing!


Listening and Hearing

Many of us confuse hearing and listening, they are two very different things. The process we call HEARING is purely physical activity by which sound waves are sent to the brain for understanding. LISTENING refers to the psychological processes that allows us to attach menaing to the patterns of energy we “”hear”.


Listening Preconditions • Listening involves the mental process of attaching meaings to words or sounds we hear. – 1. The words or other sounds used by the message source must be received by the hearer. – 2. The listener must possess a set of meanings or referents for these sounds—the words need to make sense.


What Contributes to Listening? • To improve our listening skills, we need to understand the demands placed upon our listening capacities. • These demands fall into three categories or elements of the listening process.


Internal Elements Affecting Listening

Trying to hear in a noisy environment. Dealing with a static-filled phone line. Encountering people who speak too softly. We need to have the ability to listen and makes sense of the sounds we are listening to regardless of the distractions around us.


Enviormental Elements Affecting Listening • Individual Listening Capacity: it can be overloaded with too much information, or it can be underutilized with too little. • Thousands of messages call for our attention every day. We chose which ones to listen to. • Since we can listen faster than people can speak, we sometimes drift off.


Noise—Another Environmental Element Affecting our Listening • Noise refers to those sounds that are irrelevant to the conversation. • Noise can be: Enironmental (sound of machinery, other conversations, buzzers, bells, etc.) Internal (a headache, our dislike of the person to whom we are listening, preoccupation with another problem, etc.)


The Use or Misuse of Gatekeepers • The term gatekeeper refers to one who previews incoming information to determine if communication is appropriate. • If the message appears nonessential the gatekeeper keeps it from getting to the person. • Managers almost always have at least one gatekeeper to listen for them (secretary, administrative assistant, etc.)


Essay Many people confuse hearing and listening but they are two very different things hearing is the physical activity by which sound waves are sent to the brain for understanding and listening refers to the psychological processes that allows us to attach meaning to the patterns of energy. Listening to our customers is a main part for a successful business, because it make a connection between the company and the customers, it make the customers feel important , feel they interest you. Even do listen to our customer is not essay and require of diverse elements to make it successful or that affect it. So we can conclude that listening is an main element in the well going of a company and give the customer importance and make a loyal customer to the company.


Listening Habits Most of us did not become poor listernes overnight, we learned how over a period of time—we develop poor listening habits.


Action Tip 1 • Evaluate your talk ratio. • If you are like most people you talk a lot more than you listen and that can be a problem. • You need to discipline yourself to be quiet until others have expressed their thought fully.


Action Tip 2 -- PREPARE TO LISTEN  Preparation to listen means you decide to set aside time and other activities so that you can focus on listening.  You need to menatlly disconnect from other matters playing in your mind.  Look for a location where you will not be interrupted.  WHERE we listen can have an impact on HOW we listen.


Action Tip 3 – Avoid Faking Attention • Faking attention is an attempt to bepolite to someone during a conversation and results in what someone called the “wide-asleep listener”. • Automatical nodding responses, saying yes and uh-huh. • When you have agreed to listen to soemone, commit yourself to expending the


Action Tip 4 – Be Patitien, Defer Disagreement • Customers cannot always communicate to you to you efficiently. Sometimes they do not know the terminology or exactly how to descirbe their problem • Be patient • Be sure thay have had enough opportuity to express themselves fully before you offer additional information or respectful


Action Tip 5 –Listen for More than the Facts • Much of what people communicate are feelings, impressions, and emotions, the actual facts fo messages are often wrapped up in these. • Basically, messages often convey emotion that go beyond facts – this is why people might feel offended if they are listened to. • Customers almost always make buying


Action Tip 6 – Bite Your Tongue before Interrupting  We tend to interrupt people because we get impatient.  Interrupting in the middle of the message can damage a conversation. You may need to gain clarification of some points, but wait for an appropriate time to ask for that clarification instead of abruptly interrupting.  Men tend to interrupt more frequently than women, but not always.


Action Tip 8 – Solicit Clarification • When customers are being unclear, it is important that we tactfully let them know it. • By failing to ask for clarification, we rely too heavily on our own guesses in interpreting messages. • “Help me understand” is a good phrase to invite people to clarify their ideas without getting defensive.


Action Tip 9 – Minimize the Number of Gatekeepers • Gatekeepers do not always have the ability to communicate the customer`s request. • Remember that the gatekeeper`s version may not be exactly what the oriiginal messages source may have meant.


Action Tip 10 – Try Counter -Attitudinal Advocacy  Acounter-attitudinal advocacy (CAA) is a big term for a simple process. It means to take the other person`s position– to advocate or express a point of view that runs counter to your own attitude.  The objective of CAA is to reduce the degree to which a listener listens through his or her own biases.  CAA forces you to listen objectively until you truly understand rather than to listen only until you think of a response or disagreement.


Action Tip 11– Take Notes • Note-taking conveys that you are sincerely interested in understanding. Most customers will be flattered that you are taking their input so seriously. • Do not try to write down everything word for word. • Let the custoerm seeyou are taking the notes (tell the customer you are taking


Essay Most of us did not become poor listeners overnight, we learned how over a period of time we develop poor listening habits. Developing good listening habits like prepare to listen, be patient and compressive is key for the customer continue using our services and be loyal to our company, also are main skills to solve problems in an easy and fast way for our customers. To conclude it could be say that if a company lacks of good listening habits a company will fail, because listening to the customers is very important to the image of the enterprise.


Use the Telephone Well for GOOD SERVICE Phone Responsiveness Can Enhance Customer Loyalty


Benefits and Drawbacks of Telephone Communication • Always remember that people are operating blind when on the phone. • Ironically, people who answer calls from customers are often among the lowest paid in the organization, yet they are the voice and image of the entire company to customers.


Two Significant Drawbacks ď‚ž 1. Many people have never learned the basics of telephone courtesy and effectiveness necessary to convey a good business image. ď‚ž 2. People cannot see the person they are dealing with. (Without visual cues to reinforce or clarify a message, the listener may be easily misled or confused.)


Action Tips  Check Your Phone Use Attitude Check your telephone-use attitudes usinga selfevualtion to help you imporove your telephone techniques.

 Contact and Compare Your Company

› Callers create first impressions and draw immediate conclusions about the person`s or company`s efficiency, communication skills friendliness etc.


• Avoid Unnecessary Call Screening – Screening means having soemone answer for you, acting as your gatekeeper.

• Answer with Professionalism – Identify yourself when answering the phone, use names, and good business etiquette.


Action Tips on What to Do and Say • Answer Promptly and Be Prepared to Handle Calls – Answer soon to convey efficiency and willingness to serve, write and record necessary information.

• Use Courtesy Titles – There is no downside to addressing people politely and formally.


 Thank People for Calling › Never underestimate the power of kind words.

 Smile › People can feel the smile or lack of smile in your tone.

 Be Sure the Conversation Is Finished before You Hang Up › Have a polished way to signal the end of a conversation.


• Handle the Upset Caller with Tact and Skill • Modify your Tone, Loudness, and Pitch to maintain your listerner`s attention.


 Telephone contact is often the first impression a customer gets of your company.  Many people are phone-shy—they see calls as interruptions.  Use call screening only when necessary, not as a way of projecting power. http://www.youtube.com/watch? v=54xYxV1SoaU


Essay Phone Responsiveness Can Enhance Customer Loyalty, so a company should know how to use the telephone in a positive way to the company, for give a good image of the values and quality of the services. Telephone contact is often the first impression a customer gets of your company, but many employees are phone shy they see calls as interruptions, so the company should train they customers in the correct use of the telephone. Use call screening only when necessary, not as a way of projecting power, because this could put customers low patient or mad. To conclude the well use of telephone could give excellence to our company and give an good impression to our customers.


Use Friendly Web Sites and Electronic Communication Customer Service in an Online Envioronment


If you´re not in the Web, you´re not in business • The Internet has become the place for searching and shopping. • Every day millions of people access it worldwide. • We have come to assume that ALL companies have a Web presence. • The cost of creating and maintaining a Web site continues to come down.


Business and the Web • http://www.youtube.com/watch? v=JW7rVc6jEa4 • http://www.youtube.com/watch? v=zBsksm_4a7s


Web-based Customer Service • The Internet is: – A perfect sales channel – An excellent channel for pre-sale – Effective post-sale customer support *Although the telephone is still an important way for people to contact businesses – web sites, emaills, and instant messaging are becoming much more commonplaces.


Self-serve Common Answers • Low interaction communication (also known as self-service) is when customers take care of themselves using knowledge bases. • Knowledge bases are databases of answers to frequently asked questions FAQs. • http://www.apple.com/support/iphone/


Knowledge Bases • Online knowledge bases make it possible for customers to answer their own questions. • Self-learning knowledge bases constantly update themselves based on customer questions.


Structured or Unstructured • Structured knolwedge bases are organized into a question-and-answer format. • Unstructured knolwedge bases are repositories of customer interaction (email correspondence with customer service or postings on electronic bulletin board.)


Types of Answers Available • Hyperlinks are those words or phrases that you can click on to get to another place. • Multiword searches of the FAQs are the collective wisdom regarding the product or service (dynamic, ever-changing, and selflearning). • *Today`s customer expects efficient access to answers.


Delayed Answers • Email usually increases when customers are having trouble finding answers on their own. • The problem with Email is that it is oneway communication, the possibility of misunderstanding is high, and it takes time to respond to each customer (at least 24 hours.)


Web Chat or Live Chat • Live chat requires lie people available to the customer and this is expensive. • A variation of chat rooms is the use of BLOGS. A blog is a journal maintained by a company or individual. • A blog becomes an online forum for discussions. • http://global.samsungtomorrow.com/


Self-serve Personalized Answers • This is the ideal technology-assisted service a company can offer. • If a gift is bought and will be sent by UPS or FedEx the company offers a tracking system. The customer enters the tracking number and seconds later knwoes the package`s location. • http://www.youtube.com/watch? v=lNu1_hNHclU


Social Networking Skyrockets

• Blogs and chat rooms have changed into social networking sites (SNSs) such as Facebook, Myspace, LinedIn, etc. These link friends and associates of all ages in easy-to-use contact networks. • Companies cannot afford to overlook the customer service potential of these networks. • http://www.youtube.com/watch?v=yDA864Usk


Customer Service Expectation

• Customization: Companies need to provide personalized products or services. • Scrutiny: Customers check out products online or with friends (often via their SNSs) before they go to the store, 83% people know what they want before they get to the store. Shopping now involves picking up the product. • http://www.consumerreports.org/cro/inde


• Integrity: Customers are more conscious than ever of company reputation and share impressions with others. • Collaboration: Customers want to participate with companies to make the product or service better and they want open communicaiton channels of communication. • http://www.macworld.com/article/2063 389/apple-expands-collaborationadds-folders-and-printing-to-iwork-for-


• Entertainment: They expect companies to make it fun to do business with them. 93% of kids ages 2-17 have regular access to video games, their tolerance for uninteresting media used by traditional companies is low. • Speed: The want the company to serve them NOW.


• Innovation: They want companies to give them the latests, hiippest, trendiest products and services. The old model is UNACCEPTABLE.


Disadvantages of Web-based Service • Poorly managed e-service systems can result in a reputation for bad service. • Technology applications are moving targets—the rate of change is extremely fast.


Essay If you are not in the web you are not in the business, now at days techno is our best friend, and business expectation is growing with it, promoting our company in the web is a way of make a bigger company and provide the customer a full service. The internet is good channel for sales , and excellent channel for pre-sales and a effective post-sales customer support, a good way to offer the customer a full and satisfactory experience. Companies could create a data base in where customers could solve their problems by their own or by web chats directly with the company. Also it exist the possibility to promote the company in social networks like facebook or twitter where customers could acquire more information about the company. To conclude web service and the good use of the technology is an fast, innovate, entertain and integrate way of offer quality and full service to customers.


Web Page and Electronic Communication


Summary of Key Ideas  Internet has provided a new avenue for delivering customer assistance.  Online knowledge bases make it possible for customers to answer their own questions. They should be dynamic constantly adapting.  Email provides delayed answers to customer inquiries. Customers emails should be acknowledged and responded within 24 hours.


• Web chat is an adaptation of Internet chat room technology that allows customers and service representatives to carry on two-way communication. Blogs and SNSs serve similar functions. • Web analytics and benchmarking (comparing to others) provide data for constant improvement of your Web site´s effectiveness.


ď ˝ Web-self service has a significant cost advantage over traditional customer service channels, such as talking to a live agent on the telephone. Therefore, some customers still prefer personal communication. ď ˝ E-services are not only cost-effective, but they can provide additional benefits such as improved custoemr relationships. However, poorly managed e-services can negatively affect the business image.


Successful e-service factors – Web site uptime – Easy navigation – Server speed – Personal touch – Appropriate site design – Benchmarking – Traffic monitoring – Adaptive knowledge bases – Proactive communication – Customer loyalty programs


Essay Internet has provided a new avenue for delivering customer assistance. Online knowledge bases make it possible for customers to answer their own questions. Even do Internet is our best friend in business we should know how to make web pages attractive an dynamic for customers. In this the way the company could improve in the relationships with customers, having a constant and pleasant contact with the customer and their needs. To conclude it cold be say that Internet and Techno let us maintain a excellent relation between customers and the company. Making them preferring us.


Summary of Key Ideas • Understanding our own attitudes toward telephone use and courtesy can help us become more effective in dealing with customers via electronic media. • Ineffective telephone mannerisms can lead to poor first impressions and customer dissatisfaction. • Considering your phone use attitudes, contacting a company to see how they do, and avoiding unnecessary call screening are three ways to better understand and determine how customers may see you and your company. • Apply action tips on what to do and say, including such things as prompt answering, using courtesy titles, thanking, smiling, and using tact and skill, especially with upset callers.


• Apply tips for efficient use of the phone such as asking if this is a good time to talk, taking messages, using efficient greetings, using all phone features, planning outgoing calls, and constantly improving skills. • Some companies centralize most phone call functions by creating call centers. A call center is a department within a company or a third-party organization that handles telephone sales and services. For such centers to enhance the company`s reputation, they must provide excellent customer contact and responsiveness.


Action Tips for efficient use of the the Telephone Action Tip 15 – When calling others, Ask:”Is this a convenient time to talk?” • If the person you are calling is busy, ask if there is a good time to converse before you begin. If it isn´t a good time say the caller that you will call in another time that will be more convenient. • By the other side if you need to give information or answer the caller a question and you are not prepare or you doesn’t have the information available in that moment , be honest and then give the caller a callback.


Action Tip 16 – Take Messages Cheerfully and Accurately •Be willing to take massages from others. Always take notes of the messages your are receiving. Be sure to pass the message to the correct person. •To avoid confusions or problems in communication consider the following: •Get the full name and calling spelling , If you can’t understand it ask the caller to spell it for you, but say the reason to the caller of why you are asking to spell it. •Ask for the name of the organization. This will give the receiver of the message a clue of the reason of the call. •Get the full, telephone number, including the area code if it´s long distance. •If the caller doesn’t give you a specific message, you may ask for it politely. •Say, “Thank you” and tell the caller with assurance that you will give the person the message as soon as he or she is available. •Note the time and date the massage was taken, and add your initials in case there is any questions. •


• Action Tip 17- Make your greeting message efficient • Use an answering machine or a voice mail to capture messages when you are not available. Give your greeting message short and concise, consider that in it you may ask for basic information from the callers and assure them that you will return the call. • Hello, this is David, please leave your message and I will call back.


Action Tip 18 – Learn to use your phone´s features • Learn to use the entire feature that your phone system offer you, it may provide the company a satisfied customer. Because customers dissatisfaction with phone companies are because employees are unavailable to use the features of telephones and voice mail systems and deficiency in treating customers with courtesy. • The most frequently telephone feature use is the hold button and call transfer. Putting someone in hold is easy, but consider to do it in a politely way. When transferring a call to another person, explain the customer why or the reason of the transferring, by the other side if you are receiving a transfer and you don´t know the caller need ask in a courteous way, which are her or his needs and try to be open to the customer feelings and way of thinking in that moment to have a better relationship with the caller.


Action Tip 19 – Plan your outgoing calls for efficiency • A small talk is useful to create good relationship with callers, making the conversation consist and efficient, without wasting too much airtime. To make a short call you may have notes that give you the propose of the call and information you may give or receive. Be sure of identify yourself and giving the reason for the call before starting the conversation. • If the person is busy and cannot give the call full attention this provides a chance to offer to a call back. When you need to return calls to people, schedule theme at times that seem appropriate for them. And make efficient calls. • Consider on give customers realistic callback times and meet those times.


Action Tip 20 - Don’t let the telephone interrupt an important live conversation. • If you are talking live to someone, do not assume that the phone call is more important than the live conversation. If you must take the call always excuse yourself and, when you determine what the call is about, inform the caller that you are attending a live conversation and that you will be happy to call back in a specified time.


Consistently work to improve your telephone communications • Good telephone skills are basic for any career success in any field. Trying to develop in the use of telephone will improve your skill level. Remember that when you use the telephone, your communication is limited, because there are not visual contact with the person you are calling. So help them to see you using telephone techniques.


•Action Tip 8 - Be sure the Conversation is finished before youhang up-Hanging up before the conversation is over is rude and could upset the customer. •Action Tip 9 – Minimize the number of Gatekeepers – Avoid sending and intermediary to get the story from the source. The more people the message goes through, the more likely the message will be distorted. •Action Tip 11-takes Notes – You should take note when listening to a customer and tell her or him that you are doing it, in this way customer notice that their needs interest you; also this will help you to listen and understand with efficiently. •Action Tip 16 – Take Messages Cheerfully and Accurately - Be willing to take massages from others. Always take notes of the messages your are receiving. Be sure to pass the message to the correct person.To avoid confusions or problems in communication consider the following: •Get the full name and calling spelling , If you can’t understand it ask the caller to spell it for you, but say the reason to the caller of why you are asking to spell it. •Ask for the name of the organization. This will give the receiver of the message a clue of the reason of the call. •Get the full, telephone number, including the area code if it´s long distance. •If the caller doesn’t give you a specific message, you may ask for it politely. •Say, “Thank you” and tell the caller with assurance that you will give the person the message as soon as he or she is available. •Note the time and date the massage was taken, and add your initials in case there is any questions.


•Action Tip 18 – Learn to use your phone´s features - Learn to use the entire feature that your phone system offer you, it may provide the company a satisfied customer. Because customers dissatisfaction with phone companies are because employees are unavailable to use the features of telephones and voice mail systems and deficiency in treating customers with courtesy. The most frequently telephone feature use is the hold button and call transfer. Putting someone in hold is easy, but consider to do it in a politely way. When transferring a call to another person, explain the customer why or the reason of the transferring, by the other side if you are receiving a transfer and you don´t know the caller need ask in a courteous way, which are her or his needs and try to be open to the customer feelings and way of thinking in that moment to have a better relationship with the caller. •Action Tip 19 – Plan your outgoing calls for efficiency - A small talk is useful to create good relationship with callers, making the conversation consist and efficient, without wasting too much airtime. To make a short call you may have notes that give you the propose of the call and information you may give or receive. Be sure of identify yourself and giving the reason for the call before starting the conversation. If the person is busy and cannot give the call full attention this provides a chance to offer to a call back. When you need to return calls to people, schedule theme at times that seem appropriate for them. And make efficient calls. Consider on give customers realistic callback times and meet those


Listening Habits and Listen to your Customers What is the difference between hearing and listening? The difference between hearing and listening is that hearing is the physical activity by which sound waves are sent to the brain for understanding and listening is the mental process of attaching meanings to words or sounds we hear. Mention the three types of factors that complicate the listening process and pose potential barriers. The tree types of factors that complicate listening: Internal elements: •Could be trying to hear in a noisy environment, dealing with a static-filled phone line or encountering people who speak too softly. •We need to have the ability to listen and makes sense of the sounds we are listening and apart of the distractions around us. Environmental Elements: •Individual Listening Capacity: it can be overloaded with too much information, or it can be underutilized with too little. •Since we can listen faster than people can speak, we sometimes drift off. Noise •It refers to those sounds that are irrelevant to the conversation. •Noise can be environmental (sounds of machinery, other conversations, buzzers, bells, etc.) or internal (a headache, our dislike of the person to whom we are listening, preoccupation with another problem, etc.)


What two things can generate communication problems? •The Use or misuse of Gatekeepers: if the message appears nonessential the gatekeeper keeps it from getting to the person and managers almost always have at least one gatekeeper to listen for them (secretary, administrative assistant, etc.) •Noise: Sound that affects the conversation and could external or internal. What does CAA stand for and what does it mean? Acounter-attitudinal advocacy means to take the other person`s position, to advocate or express a point of view that runs counter to your own attitude. It stands to reduce the degree to which a listener listens through his or her own biases and to forces you to listen objectively until you truly understand rather than to listen only until you think of a response or disagreement. Mention, describe, and explain in your own words the three Action Tips that you consider most important. •Action Tip No. 11 - Be Patient, Defer Disagreement: Customers cannot always communicate in a correct way, sometimes they don’t find the correct words to express their problem, in this case patient is basic, and listening to the customer before saying something. •Action Tip No. 10 – Smile: A smile tells the customer that they are in a place in which they can feel comfortable, well treat and welcome. The smile is in the mouth and in the eyes not in the lips because it just seems fake but the eyes shows you real feeling and intentions, a good and natural smile gives your company advantage. •Action Tip No. 6 – Ask Often “How Am I Doing”: Asking the customer how they consider the way we are working is so important to us and the company, because in this way we can know if we are doing well and in what can we improve.


Use Friendly Web Sites and Electronic Communication •Use blogs as a real- time online conversation. If there’s a conversation going about your issue or organization, you need to be involved in the dialog. This means that you may comment every conversation that is going on in the blog, if it is about the issue you public. •Remember the 80/20 rule; 20 percent of the people in world have great influence on how the other 80 percent think. The 20 percent are actively reading blogs. This mean that majority of people that influence in others are the ones that read and comment blogs, so a blog is a god way to influence in other people.

•Understand the almost one-third of all U.S. Internet users read online forums (according to respected source Forrester Research), so the potential for communicating about customer service (for good or ill) is high. Communication with customers through the internet is a very fast, easy and simple way of maintaining a good relation with customers.


•Reach out to bloggers who follow your issues. If possible, have conference calls with them. Engage them. Contact the persons that comment your blogs an create a formal relation between you and them, making them feel they are important and that they need your service or company.

•Submit posts/comments from your organization`s leaders on blogs. It establishes that you are willing and able to be part of the conversation. Show to your organization that you are able to manage any issue, by commenting the blog issue.


Action Tip # 1 – Greet Customer like Guests In Customer Service the 80 percent of success is treating customers as guests who just showed up. Woody Allen says: “80 percent of success is just showing up”; which could be true, because is about showing up except that customers are showing up as guests and to be treated gently. It’s essential when it is a presentation so they don’t feel ignored. TIPS TO FOLLOW: •INITIATE CONVERSATION PROMPTLY is important so customers don’t get bored and feel comfortable, also a friendly conversation. •SPEAK UP When they are customers waiting and you’re on the phone is important to let know to your customers that you’ll be attending them in a while so they don’t desperate. •GET THE CUSTOMER COMMITED Employees should have an order to attend customers without their exasperation. To have more personnel helps places with committed customers. Example: Omar has a new job at the Googolplex; he is the customer service area. They are entering customers, but he is talking on the phone so he has to let know the customers that he will be attending them in a while. When Omar has let known this, customers don’t desperate with this and has a paper if there’s a doubt, a demand, or something like this to the left side of the desktop only if it’s the situation. Action Tip # 2 – Initiate Conversation Promptly When customers arrive to a business, they are sometimes experiencing stress caused by being in a unfamiliar place, and greeting them kindly can help reducing that stress and making them feel comfortable in your business. This is a technique that not all of the persons practice, and a study revealed that customer usually wait form 30 to 40 minutes to be greeted, but for them it feels like 3 or 4 minutes, and that can make them feel less important, so it is important to put this technique in practice. Action Tip # 3 – Complitment Freely and Sincerely When customers arrive to a business, they are sometimes experiencing stress caused by being in a unfamiliar place, and greeting them kindly can help reducing that stress and making them feel comfortable in your business. This is a technique that not all of the persons practice, and a study revealed that customer usually wait form 30 to 40 minutes to be greeted, but for them it feels like 3 or 4 minutes, and that can make them feel less important, so it is important to put this technique in practice.


Action Tip # 4 – Call People by Name We appreciate when people make effort to use our name in addressing us, also this can help to build customer loyalty.  Is important to analyze when it is the correct time to introduce you to customers and ask for their names. Be careful not to become overly familiar to quickly, use terms like Mr. or Ms. to  talk to them, it is better to be formal than disrespectful. Action Tip # 5 – Talk with Customer with your Eyes When you are not able to talk to your customer you can make eye contact that creates a bond between you and your customer. You have to make eye contact with your customer as soon as possible within a few seconds even though you are busy with another person. Just do a pause and a quick look capture new customers and reduce the chance they fell ignore and leave. When you work with customers be kind and be sensitive to look at them. Bert Decker says “Three it’s of eye contact are intimacy, intimidation and involvement. Intimacy and intimidation are both communicated by looking at another person for a long period for 10 seconds or one minute or more. Most communication in business settings calls for Decker’s third “I”: Involvement People create involvement by looking at the other person for 5-10 second periods before glancing away briefly. If you look away more often than that, you may be seen as shifty or suspicious; if you do eye contact for longer, it feels like intimidation or intimacy. Action Tip # 6 – Ask Often “How Am I Doing” The legendary politician Ed Koch constantly ask his constituents, “How am I Doing” so that became his tagline. I think that ask this to the people who visit owner restaurant is so important to us know what are we doing good and in what can we improve. Action Tip # 7 – Listen with more than your Ears Listening is very important because you are more interesting when you stop talking and listen to the needs of the others. If we want to be good listeners, we must do this four things: •We have to focus on the content that the person is saying. •Try not to finish a customer thought before they finish talking. •Maintain eye contact in every moment. •Understand the customer needs and be sincere with them. Action Tip # 8 – “Say Please”, “Thank you” and “You’re Welcome” “Please”, “thank you” and “you´re welcome” are powerful words for building customer rapport and creating customer loyalty. There is really no good substitute for these traditional terms, for example when a customer thanks you, respond with “you´re welcome”, “It was my pleasure”, or similar phrases, and do not use the currently popular “no problem” because it seems to imply that you expected the customers to be problems, and that´s not the message you want to transmit. So stick with “please”, “thank you” and “you´re welcome” and other polite terms to show courtesy with your customers.


Action Tip # 9 – Reassure Customer in their Decision to do Business with you Buyer's remorse is the feeling that a purchase was a mistake, and the customer didn't need the item he bought, or he needed the money for something else. The service providers can dispute against buyer's remorse by telling the customer they made a good and wise decision purchasing the item, and they have nothing to regret. It depends on the phrases that the customer service or sales representative says to the customer, if they tell them in a confident way that they made a good purchase, the buyer is going to stop having the remorse. Always assure the customer that the product they bought is really good, phrases like: ‘’ I’m sure your family would love this’’, will help reassure the confidence of the customer about the product. Most of the times, customers have buyer’s remorse when they buy a very expensive item, it comes out of the stem from fear of making a bad decision or a suspicion of having been influenced by the seller. If the customer is not still satisfied with the purchase he made, it’s good to offer him a ‘’Future Voucher’’ that he can go ahead and use it in the future, or you can also offer him a guarantee that if he’s not satisfied with the product he bought, he can go ahead and give back the product and have a refund, but the guarantee it’s valid until an specific date. Those solutions can improve the confidence on the buyer, or it can also reduce the remorse. Action Tip # 10 – Smile Smile is very important in customer service because it`ll tell the customer that they are in a place in which they can feel comfortable and well treat. The smile is in the mouth and in the eyes not in the lips because it just seems fake but the eyes shows you real feeling and intentions, if you smile with your mouth and eyes the customer will feel that you’re glad he came. Even though that in some cultures is more appropriate to stay serious, that`s not the case in most of them. The smile of some people is more natural than other ones that why that people have to practice looking their self’s in a mirror, because a good and natural smile gives your company advantage.


Action Tip # 12 – Reach Out and Touch Them Employees can have physical contact with customers such as cashiers and receive the money in your hands and not on the counter. Between internal clients and colleagues can establish an instant relationship, some people are upset that colleagues or even customers maintain a romantic relationship. Recognize whether the person is comfortable or uncomfortable coexistence and maintain either the client or the employee. Never have to touch a person so as to interpret intimate or sexual overtones. Action Tip # 13 – Enjoy People and their Diversity Employees look forward to every meeting with every customer. Some customers are very pleasant, unusual and few are downright difficult. Every person is different; each has a unique personality. Accept the wide range of diversity among customers and coworkers and learn to enjoy it. When we give the people respect and we treat them like a real person we are doing goodwill. Enjoying everything that we do in the enterprise will reflects in the attention you give at customers, an example would be work on verbal discipline. To be more accepting of others, focus your comments to others as well as your “Self-talk”, be positive and avoid being judgmental. Transform negative comments to neutral tones. You’ll have to force yourself to avoid the negative and judgmental, accept the challenge and work on that. Verbal discipline can become a habit that pays off. You are more satisfied when you look that people is enjoying. Give diverse people the benefit of the doubt. Understand the diversity of people and the diversity of personalities. The diversity of the people make us work fun, people who are different are not better or worse, so avoid the tendency to judge; accept the diversity for the richness it brings to our lives. For work well we need different personalities that complete us and make us balanced. Like a marriage, it’s funnier the relationships when bought are different. Is the same meaning when we talk about enterprise; when people start an enterprise, they need different personalities because some persons are spontaneous, others patient, organized, etc. So the enterprise needs all that qualities for being balanced and has success. Action Tip # 14 – Be Positive Selling Great customer service is a form of selling. When we sell we wanted the people to have a good experience with us and also that they recommend us with others. You would be very good at sales f you agree with statements like this: •I can convert strangers into friends quickly and easily. •I can attract and hold the attention of others even when I have not met them. •I can handle a nice relationship with someone I don’t know. The most important tip of being positive is to love what you are doing, and know who you and also we had to be joyful and happy.


Action Tip # 15 – Watch your Dress, Grooming and Workplace Attractiveness The experts decided to address the issue of the label in people, ideas and collect things based on the opinions of people about it. The importance of customer service is that immediately when we meet a person we have to be the same level of the same, and to draw conclusions from it, so decided to impress at first sight in the way were dressed. Action Tip # 16 – Consider your Company Appearance and Grooming It is essential to maintain a great appearance of the company, store, shop or office. An area of work that is disorganized conveys low professionalism. The company needs to ask some questions as: What does the customer sees when he or she comes to your business? Is the area of work clean? Does the work area look organized and efficient?  Are the restrooms clean and well-maintained? If the view is unappealing the company needs to take some time and spend some money in order to make the place look good. Action Tip # 17 – Get Customers to Interact with Your Organization •The customers take interact on the company cultural. We talked customer’s order of their food, have a new company in the web or in a computer or have test-drive a car. The company involve customers with the little things to include a personally handing a shopping cart, asking in a paperwork for the service, inviting them to touch taste, offering coffee,  piece of cake or a candy or a fruit, offering a product flyer, video presentation or sample to review. In the organization the culture has such activities, the customer is increasingly, and have a positive impression and opinion for the change of the company. It doesn’t matter so much what they do. For clients that interact with the organization needs something to call your attention so they can go to their organization. But if you want the answer to be positive is need give the best quality service and the best conditions. •For a company it is essential that your customers feel part of it, ie make the company a means to represent a part of your personality and your everyday life. That's why an employee to provide your service or product should take into account all the recommendations that customers make with relation to what they offer. Like he must renew these services as it is a good way to stimulate and promove sale. According to the article it is important that measures be taken which companies are these offer something positive customer. Some of the ideas that many companies undertake to encourage the appreciation and loyalty among its customers are: •Personally handing the, a shopping cart or basket . •Asking them to begin filling, out paperwork. •Inviting them to touch, taste or sample the product. •Offering coffee, a piece of candy, or fruit while they wait. In the end whatever the idea to conduct business is important to recognize that the customer is pleased in a way because their demands are met giving a good impression of the company and the product or service offered.


Action Tip # 18 – Correspond Regularly – The Old Fashioned Way Is important to build the customer loyalty, and it’s very easy. Just with sending a little handwritten message, we can make feel good and important to our client. Old fashioned written messages still convey a sense of caring. Trying to meet the simple idea of correspondence. Written messages are becoming increasingly rare in our e-world, and most of us prefer generate an instant message. An “old fashioned” written note may have even more impact because it takes additional effort and is so rare. Some companies send handwritten notes to their customers, thanking the purchase, etc. The mailing acts as a reminder of the quality of the work the shop can do as well as a promotion. For example, send to your customers once a week or once a month information about upcoming sales, new promotions, and the like.  Keep the customer tied in. Help your customer feel like part of the company and don’t let your customer forget you. Obviously, correspondence can be done electronically. But for special, personal, and important messages, consider the potential advantages of “Snail mail”. Action Tip # 19 – Use Hoopla and Fun People enjoy working in organization that has fun. We mentioned Zippos’ earlier as an example of a Company that has grown very rapidly and is seen a great place to work, successful companies live regular rituals, whether they are Friday afternoon popcorn, birthday parties, or employee-of the month celebrations or other, more creative celebrations. Excellent organizations are fun places to work; they create rituals of their own. As a manager at a telephone Company, Jim indicated frequent sales contests, complete with stills and pelisses. Bach time a particular product was sold, the service representative could pop a balloon and find inside a prize ranging from a $10 bill to a coupon good for a piece of pie in the Company cafeteria. Employees loved it and got involved it and got involved. The rewards at such events need not be large or costly. The fact that employees are being recognized, even with little things, can be very motivating for them. Others ideas to promote fun in workplace include: •Employees (or performer) of the week/month recognition. •Awards luncheons (include some tongue-in-cheek “awards”) •Win a day off with pay. •Casual dress day. •Halloween costume day. •Family plains, after-work sports, dinner together. Don´t fall into the rap of thinking these things are hokey. Employees at all levels enjoy celebrations and hoopla- and the good cheer can spread to its customers. Of course, be sure the hoopla is not distracting to customer or seen as unprofessional. One Company I recently work with found need to dial back the Nerf guar combating the office because clients thought it was a bit too childish. Consider the nature of your customer, How might they view your professionalism?


Action Tip # 21 – Stay Close after the Sale •Try to look for opportunities that keep in contact the customer and the company after the sale. With an on-going friendly relationship. Some techniques to have an ongoing relationship with the customer after the sale are: •Try to communicate with the customer by calling, writing or sending an email for meeting their needs, give information about a new-product , newsworthy information that would shout out attention of the customer, birthday and holiday cards and give thanks for the good referrals. •Invite people to participate in groups or marketing research about a subject of interest to the client. •Once the sale is made, the costumer goes back to feeling like a stranger. If the costumer feels like a stranger, there is no incentive for the costumer to come back or remain loyal. Contact the costumer after the sale, establish an ongoing friendship. Some ideas or reasons to contact the costumers might be: *A mail telling thank you for your purchase *Telling about new products *Wishing a happy birthday or happy holidays *Call to ask about the quality of the product or service



Portfolio Unit II