POSITIVE CUSTOMER SERVICE SEMINAR FOR YOUR SALES FORCE.
CUSTOMERS:
As customers, we know that we have many choices to go to buy the goods and services we want. As customers, we also know that the price and quality of merchandise is similar wherever we shop.
As customers, we return to the store where we get good value and where we get treated as though we are special by the employees of the store.
As customer service employees, we know that the one thing we can offer that will be different than the majority of discount stores is POSITIVE CUSTOMER SERVICE. It's that human factor that helps the customer want to come back to our place of business - want to stay longer - want to buy more.
This POSITIVE CUSTOMER SERVICE Seminar will help you build your skills in providing that POSITIVE CUSTOMER SERVICE to every individual who comes in to your place of business.
POSITIVE CUSTOMER SERVICE means Success.
When you have completed this seminar you will:
Know the customer service goals of our business.
Understand the importance of the happy-satisfied customer.
Understand why a customer has earned POSITIVE CUSTOMER SERVICE.
Understand the importance of Verbal and Non-Verbal means of communicating POSITIVE CUSTOMER SERVICE.
Be able to deliver positive verbal and non-verbal messages to customers.
Have identified and written action items which you will use to provide a more Positive Customer Service to all our customers.
When asked a question please write down your individual response to the questions.
After allowing a few minutes for your individual responses, we will then discuss the question as a group . Write down the different responses that are given in the space provided. Use the back of your paper should you need additional room.
POSITIVE CUSTOMER SERVICE
What is it? What does POSITIVE CUSTOMER SERVICE mean to you?
individual response
What is it?
group responses
POSITIVE CUSTOMER SERVICE Print the definition the group came up with
Why should we give it? Write your response here:
individual response
Why should we give it?
group responses
How to do it! POSITIVE CUSTOMER SERVICE is provided by many elements. It is provided by:
Most of all, POSITIVE CUSTOMER SERVICE is provided by People....People help People be positive....People communicate to People. We communicate our feelings and thoughts through verbal (words) and through non-verbal (actions) means.
How to do it
VERBALLY List verbal messages (words) you use with customers
individual response to show appreciation or willingness to help them.
How to do it
VERBALLY
group responses
How to do it
NON-VERBALLY List non-verbal actions you give or could give to
individual response show a customer that you mean what you say.
How to do it
NON-VERBALLY
group responses
POSITIVE CUSTOMER SERVICE is something that must be constantly on the mind and in the actions of every employee. Regardless of position or where you work you must make POSITIVE CUSTOMER SERVICE Your Number One Goal.
What Can I Do? Considering your job, what can you do to provide
individual response POSITIVE CUSTOMER SERVICE to all customers?
Master List of Can Do's List below all the different ideas others came up with:
group responses
What will I do? We often come up with should do's and can do's
individual response for customer service. What counts is 'will do's'.
What 'Will You Do' to do your part of fulfilling
the POSITIVE CUSTOMER SERVICE goal?
From Now on I will:
What will I do?
group responses
This is not THE END this is the beginning!
Make a copy of your "WILL DO'S" and hand them in to the seminar leader:
Name:
I believe in providing POSITIVE CUSTOMER SERVICE! Here are FIVE things I WILL DO:
1.
2.
3.
4.
5.
_____________________________________________
(signature)
POSITIVE CUSTOMER SERVICE (MANAGEMENT COPY)
USE THE FOLLOWING PROGRAM TO HAVE A
POSITIVE CUSTOMER SERVICE SEMINAR FOR YOUR SALES FORCE.
> READ THIS TO EMPLOYEES AS THEY FOLLOW ALONG
CUSTOMERS:
As customers, we know that we have many choices to go to buy the goods and services we want. As customers, we also know that the price and quality of merchandise is similar wherever we shop.
As customers, we return to the store where we get good value and where we get treated as though we are special by the employees of the store.
As customer service employees, we know that the one thing we can offer that will be different than the majority of discount stores is POSITIVE CUSTOMER SERVICE. It's that human factor that helps the customer want to come back to our place of business - want to stay longer - want to buy more.
This POSITIVE CUSTOMER SERVICE Seminar will help you build your skills in providing that POSITIVE CUSTOMER SERVICE to every individual who comes in to your place of business.
POSITIVE CUSTOMER SERVICE means Success.
When you have completed this seminar you will:
Know the customer service goals of our business.
Understand the importance of the happy-satisfied customer.
Understand why a customer has earned POSITIVE CUSTOMER SERVICE.
Understand the importance of Verbal and Non-Verbal means of communicating
POSITIVE CUSTOMER SERVICE.
Be able to deliver positive verbal and non-verbal messages to customers.
Have identified and written action items which you will use to provide a more
Positive Customer Service to all our customers.
When asked a question please write down your individual response to the questions.
After allowing a few minutes for your individual responses, we will then discuss the question as a group . Write down the different responses that are given in the space provided. Use the back of your paper should you need additional room.
> NOW ASK THEM TO READ THE QUESTION AND GIVE THEIR INDIVIDUAL
RESPONSES. DON'T LET THEM DISCUSS THIS UNTIL YOU ARE READY
FOR THE GROUP TO RESPOND. CALL ON INDIVIDUALS AND MAKE A LIST
FROM ALL RESPONSES.
POSITIVE CUSTOMER SERVICE
What is it? What does POSITIVE CUSTOMER SERVICE mean to you?
individual response
> EACH SHOULD COME UP WITH THEIR OWN DEFINITION READY TO
SHARE IT WHEN CALLED UPON.
> EXAMPLE: POSITIVE CUSTOMER SERVICE IS PROVIDING A CLEAN, NEAT,
INVITING PLACE TO SHOP. IT IS GIVING A GOOD VALUE WITH
REASONABLE PRICES. (LET THEM TELL YOU WHAT THEY
FEEL LIKE POSITIVE CUSTOMER SERVICE IS)
What is it?
group responses
> CALL ON EACH OF THEM TO GIVE THEIR ANSWER. IF YOU HAVE AN EASEL AND CHART PAPER - MAKE A MAJOR LIST OF ALL THAT IS SAID. THEN USE EACH SUGGESTION TO COME UP WITH WHAT YOU FEEL SHOULD BE THE TOTAL GROUP RESPONSE. HAVE THEM WRITE THE 'GROUP DEFINITION'
POSITIVE CUSTOMER SERVICE Print the group definition
> IF YOU HAVE CHART PAPER LIST THE GROUP DEFINITION AND TAPE IT ON THE WALL WHERE EVERYONE CAN SEE THE GROUP DEFINITION
Why should we give it? Write your response here:
individual response
> EXAMPLE: IF I GIVE GOOD CUSTOMER SERVICE THEY COME BACK
Why should we give it?
group responses
>CALL ON AND WRITE DOWN INDIVIDUAL RESPONSES AND COME UP WITH THE GROUPS RESPONSE
> TAPE THE ANSWERS ON THE WALL AS ABOVE
How to do it! POSITIVE CUSTOMER SERVICE is provided by many elements. It is provided by:
Most of all, POSITIVE CUSTOMER SERVICE is provided by People....People help People be positive....People communicate to People. We communicate our feelings and thoughts through verbal (words) and through non-verbal (actions) means.
How to do it
VERBALLY List verbal messages (words) you use with customers
individual response to show appreciation or willingness to help them.
> EXAMPLE: WELCOME TO OUR STORE. HOW ARE YOU TODAY?
How to do it
VERBALLY
group responses
> CALL ON AND WRITE DOWN INDIVIDUAL RESPONSES. TAPE RESPONSES ON THE WALL FOR ALL TO SEE.
How to do it
NON-VERBALLY List non-verbal actions you give or could give to
individual response show a customer that you mean what you say.
> EXAMPLES: 1. LET ME SHOW YOU WHERE IT IS. - TAKE THEM THERE
2. STOP WHAT I AM DOING AND HELP THEM.
How to do it
NON-VERBALLY
group responses
> CALL ON AND WRITE DOWN INDIVIDUAL RESPONSES AND TAPE THE GROUP RESPONSES ON THE WALL.
POSITIVE CUSTOMER SERVICE is something that must be constantly on the mind and in the actions of every employee. Regardless of position or where you work you must make POSITIVE CUSTOMER SERVICE Your Number One Goal.
What Can I Do? Considering your job, what can you do to provide
individual response POSITIVE CUSTOMER SERVICE to all customers?
> EXAMPLES: I CAN ACKNOWLEDGE THEIR PRESENCE AS THEY WALK IN
Master List of Can Do's List below all the different ideas others came up with:
group responses
> CALL ON AND LIST THE GROUPS RESPONSES - TAPE TO WALL
What will I do? We often come up with should do's and can do's
individual response for customer service. What counts is 'will do's'.
What 'Will You Do' to do your part of fulfilling
the POSITIVE CUSTOMER SERVICE goal?
From Now on I will:
> HAVE THEM TAKE THE CAN DO'S AND TURN THEM INTO WILL DO'S!
What will I do?
group responses
> CALL ON INDIVIDUALS AND COME UP WITH GROUP LIST THEN TAPE LIST OF WILL DO'S TO THE WALL
This is not THE END this is the beginning!
Make a copy of your "WILL DO'S" and hand them in to the seminar leader:
Name:
> HAVE THEM WRITE THEIR WILL DOS AND TURN IT IN TO YOU!
I believe in providing POSITIVE CUSTOMER SERVICE! Here are FIVE things I WILL DO:
