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INTERNATIONAL
2008 Louis Allen Worldwide All rights reserved. This work or any part thereof, may not be reproduced in any form, including photocopy, or by any electronic means including information storage and retrieval systems, for internal use or for sale, without written permission from the copyright holder. For additional information, write the publisher: Louis Allen International - India 65 First Cross, Vivekananda Nagar Bangalore 560 033 INDIA
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WORKSHOP OBJECTIVES
The concepts and tools in this workshop are meant to rejuvenate in a two pronged manner:
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First and foremost, by looking at the Spirit of Service, that translates into the Right Attitude so critical to superior customer service Layering onto this, necessary Knowledge and Skills, that translates into an Intense Customer Focus across internal as well as external customers
Specific Results
To enhance your ability and capability to: Develop the Right Attitude Help you instill in yourself the Spirit Of Service which energizes at a fundamental level towards customer interactions Towards serving the customer Internal and External To be committed to the Organizations goals Increase Knowledge Understand, Accept and Absorb The Companys Customer Service Commitment Understand how to deal effectively with customer requests and complaints Enhance Skills Communication Speak the language the customer will understand Develop listening skills
Avoid misunderstandings Inquiry Ask the right questions to determine the customers' requirements and concerns Customer Handling Establish the right customer expectations Deal with tough customer inquiries and demands Improve handling of customer complaints
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PROGRAM NORMS
Apply what is learned Be present Start and stop on time Be both open-minded and skeptical at the same time Participate and ask questions; stay relevant Maintain confidentiality Give us feedback Be patient this is a system No cell phones
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INTERNATIONAL
Section I
1
TAKING CHARGE
Influence
QUOTABLE QUOTES
It is not the strongest of the species that survive nor the most intelligent, but the one that is most responsive to change. - Charles Darwin
Even if you are on the right track, you get run over if you just sit there. - Winston Churchill
Capture your reactions to the logo below. What does it mean to you?
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FIVE-WAY MANAGEMENT
Section Objectives
On completion of this section, you will be able to: Discuss the importance of managing stakeholders Begin thinking beyond traditional hierarchical mindset
Your Manager
Sphere of Influence
Peers, Vendors
You
Peers, Customers
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The underlying purpose of a business is to make a profit through service to its customers. Customers are both external as well as internal.
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One way to view a customer is like a guest in your own home can you imagine losing a guest?
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Five dimensions to quality customer care: Reliability - be consistent and follow through Responsiveness - tune in to your customers needs To feel valued - not just a number Empathy - really care Competency - attending to the basics
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MISSION
What is a Mission?
You create your mission by developing a statement of the primary, continuing results that you and your unit are to achieve. Your mission identifies the most important areas to which you will commit available resources, and must link into the mission of your manager. An overall organization mission links into the organizational vision. It is like a beacon that guides the efforts of everyone in the organization.
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Why?
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Pick out the key words from the Mission that reflect the service that you provide for keeping customers happy:
What are the key tasks to be done? What is the role that you play?
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What Customers Can and Cant Tell You: Customers do know what they want! They know their wants and needs, but not the exact features and solutions that will satisfy those needs Customers very often cannot set specific technical specs for you
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INTERNATIONAL
Section II
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What are some general rules for handling difficult customer complaints?
Get a clear understanding of the objection Do not tell the customer flatly that he / she is wrong Restate the objection in your own words so that it comes across sounding more positive Restate the objection as a question that will lead to sales talk Overall, try to turn objections into advantages. To do this you must have a good understanding of the product
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You r Y ou M a n a ge r M an g e
Pe e rs, Pe e rs, Ve n d or s V en do r s
You
P e e r s, Pe r s, Cu st om e r s Cu st om e rs
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BREAKTHROUGH NEGOTIATION
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COMMUNICATION
Why This Section is Important
Communication problems is the number one reason for most organizational and customer issues. The material in this section will enable you to communicate with increased clarity and confidence and help you resolve many of the communication issues you will face.
Definition
Communicating: The work of creating understanding among people so they can act effectively.
Principles of Communication
Emotional Appeal: Appeals made to emotion tend to be communicated more readily than appeals to reason. Feelings tend to overpower facts. Understanding is made easier if a good personal relationship exists. The more often an idea is put to use, the better it tends to be understood and remembered. The fewer people through whom a message passes, the better it will be understood. Understanding others first leads to their understanding you.
Rapport:
Application:
Line Loss:
Reciprocal Understanding:
Question:
Provide examples from your own experience that confirm or contradict any of these principles.
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de t e r m in es
Needs
M e ssa g e
( w or k )
pr odu ce s
Re su lt s
dict a t e s
Fe e dba ck
sa t isfie s
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COMMUNICATION SUMMARY
Emotions drown out facts Recognize and respond to feelings first, before dealing with logic Reciprocity is the key to having influence and being understood Face-to-face communication is usually the best medium People remember ideas they put to use Think through the others needs before you communicate to them When possible, start with agreement or a neutral position
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Why is the customer always right even when the customer is wrong? The customer is not always right, but the customer is always the customer Dont sell services to customers, solve problemsfrom the customers perspective Customers dont have problems, they have crises
Employee!
You r Y ou M a n a ge r M an g e
Pe e rs, Pe e rs, Ve n d or s V en do r s
You
P e e r s, Pe r s, Cu st om e r s Cu st om e rs
Customer is King !
ME !
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DEVELOPING RELATIONSHIPS
Function: Activity: Segment: Organizing Integrating Work Developing Relationships
Section Objectives
On completion of this section, you will be able to: Complete a network analysis. Take actions to strengthen critical relationships.
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Step 2.
Step 3.
Step 4.
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Yourself
Task Importance Relationship
Relationship Matrix
High High
II m pr ov e ! m pr ov e
m port ance IIm por t ance
M a in t a in M a in t a in
M in im iz e M in im iz e
Low Low Poor Poor Relat ionship Relat ionship Ex cellent Excellent
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Individual____________________ Action:
Individual____________________ Action:
Individual____________________ Action:
Individual____________________ Action:
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to increase company profitability. Did you know It costs 5-10 times as much to acquire a new customer as it does to retain an existing customer Long-term customers buy more, take less of a companys time, are less sensitive to price, and bring in new customers A 5% increase in customer retention can increase profits 60-100% Moving beyond CRM, we move to an approach where we think in terms of a lifetime commitment to the customer - enter the concept of Customer Life-time Management.
SMART GOALS
Specific
Drill down to focus efforts
Measurable
By you and by others
Aligned
With overall objectives
Realistic
May be a stretch,but still attainable
Time-bound
Definite time-frame
Suggested Format for writing a SMART Goal (Modify appropriately to suit the situation)
In the next (Time Frame) I will (Action to be taken with Descriptor / Qualifier) at least (Minimum Condition). Example: In the next 6 months I will exercise for 45 minutes at least 3 times a week.
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My SMART Goals
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2.
3.
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