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You’ve made a great 1 st impression… Don’t talk yourself out of it!

You’ve made a great 1 st impression… Don’t talk yourself out of it!. FIGHT OR FLIGHT. Instinct Rules Chemical Alert Irrational Paralyzing Positively Heroic. CONFIDENCE. DESIRE. BREATHE. Holding our breath Top of lungs We are literally “uptight” Voice is affected Vicious cycle.

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You’ve made a great 1 st impression… Don’t talk yourself out of it!

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  1. You’ve made a great 1st impression… Don’t talk yourself out of it!

  2. FIGHT OR FLIGHT • Instinct Rules • Chemical Alert • Irrational • Paralyzing • Positively Heroic

  3. CONFIDENCE DESIRE

  4. BREATHE • Holding our breath • Top of lungs • We are literally “uptight” • Voice is affected • Vicious cycle

  5. What Is Customer Service? • Customer service is a series of activities designed to enhance the level of customer satisfaction • Customer service can be defined as any action we take to ensure that a customer is pleased with the transaction on a long-term basis.

  6. Meeting Basic Needs • Friendliness: • Understanding and empathy: • Fairness: • Control: • Options and alternatives: • Information:

  7. Building Rapport Building rapport is about identifying similarities. Seeking rapport says: 'I see you. I understand and respect you.' Rapport creates trust: Where there's trust there is willingness to listen.

  8. Using Body Language to Your Advantage Types of body language: • Eye contact • Facial expression • Posture • Gestures • Nodding (or shaking our head “no”)

  9. Our Attitude • Stay Energized • Appearance Counts! • Staying Positive • THE POWER OF A SMILE

  10. Listening and Hearing Aren’t They the Same Thing?? • Hearing is simply the process of perceiving sounds within our environment. • Listening involves the extra steps of really understanding what we heard, and giving it deliberate attention and thoughtful consideration.

  11. Customer’s Bill of Rights: • To be taken seriously • To be listened to • To be respected • To receive a quick response

  12. Customer Service over the Phone The success of our interactions depends almost entirely on our tone of voice and choice of words.

  13. Electronic Customer Service • Convenient… It gets there instantly. • There is a body of opinion which holds that e-mail is a very impersonal and cold way of communicating. • In e-mail, we don’t have inflection to rely on.

  14. Understanding Netiquette • Email Etiquette: The Do’s and Don’ts of Email • DO use greetings and closings in most messages. • DO remember to check our spelling, grammar, and punctuation. • DO use the spell checker. • DO place our self in the reader’s position and consider how we would feel if we received the message we are planning to send. • DON’T use all capital letters. • DON’T send a message when we are angry or upset. • DON’T forward a message unless we feel completely certain that the original sender will not object to having other people see it. • DON’T use the “Reply to All” feature unless all the original recipients really need to see our reply.

  15. Tips and Tricks • Make the subject line in an email message as specific as possible. That will help recipients manage their inboxes. • Avoid “loaded” words in email messages, such as “failed” (Your claim was rejected because you failed to provide the necessary documentation.) Other examples: “you claim,” “your complaint.” • Use a greeting in an email message (“Good morning”) to make the tone friendlier. • Use the magic words “thank you” in most email messages.

  16. Establishing Common Ground How to establish common ground when dealing with an unsatisfied customer: • Let the customer vent • Express empathy • Make sure we understand the problem. Ask questions if we don’t. • Find a solution • Ask the customer to agree to the solution • Follow up

  17. Managing Our Own Emotions Understand how we typically respond to situations like this. • Don’t allow ourselves to get angry or defensive. That will only make the situation worse. • Show empathy for the customer. • Turn the course of the interaction from negative to positive.

  18. Tips • Greet customers with a smile, either in person or on the phone. • Be helpful, even if there’s no profit in it. • Know our product or service. • Listen to customers. In dealing with customers, listen more than we talk. • Make customers feel important and appreciated. • Make things easy for customers. • Throw in something extra. • Say thank you. This might seem obvious, but it’s easy sometimes to forget to thank customers for their business.

  19. We buy from people we like! • Dressing and grooming appropriately for the occasion. • Meet & Greet • Identifying and emphasizing our common ground respectfully and sincerely. • Avoiding jargon & acronyms unless everyone knows what we're talking about. • Showing that we're human too by sharing personal experience in the stories we tell.

  20. “WE OFTEN REFUSE TO ACCEPT AN IDEA MERELY BECAUSE OF THE TONE OF VOICE IN WHICH IT HAS BEEN EXPRESSED”

  21. WORDS ARE BASKETS THAT CARRY MEANING TONE IS THE MEANING!

  22. You’ve made a great 1st impression… Don’t talk yourself out of it!

  23. You’ve made a great 1st impression… Don’t talk yourself out of it!

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