How to deal with Customers

Customer Training Module from Green Wind Solutions

Topic

►   What is Training

►   Importance of Training

►   Customer is the King

►   Be Self Aware

►   Your Role

►   What Customers Want

►   When Customers Walk-in

►   Its Delivery Time

►   Handling Complaints

►   DO NOT’s

►   Customers for Life

►   Everybody is a Winner

What is Training?

The practice adopted to increase the employee’s know-how of the job that enhances his/her efficiency and effectiveness.

Importance of Training

►   It improves employee confidence/efficiency which results in increased productivity and therefore, financial gains.

►   Upgrades the skills of employees with changing technology and market conditions.

►   It helps in creating a pool of employees within organization to fill in any vacancy.

►   It gives a message that the organization cares about employees which increases retention.

Words of Gandhiji

“ A Customer is the most important visitor on our premises.

He is not dependent on us, we are dependent on him.

He is not an interruption on our work, he is part of it.

He is not an outsider on our business, he is part of it.

We are not doing him a favor serving him, he is doing us a favor by giving us the opportunity to do so.”

Customer is the KING

                                                                                                                           Lets Discuss the reason.

                                                                                                                        Can you suggest some other captions.

         

Customer the God 

The SSI Factor Structure

(Sales Satisfaction Index)

Measures levels of customer satisfaction with the pre- sale process, the actual sales.

Be Self Aware - The Attributes

►   Knowledge about industry

►   Sales person’s appearance

►    Attention focused on customer

►   Ability to offer the best material as per need

►   Courtesy and friendliness shown

►   Honesty

►   Clear and Understandable in deal

►   Fulfillment of commitments

►   Ability to provide complete and accurate answers for the questions

►   Concern shown for budget

►   Sufficient time allowed before deciding

►   Sales person without hassles

►   Time taken to finalize the product

►   Appropriateness of sales person

            Have a memorable day to Customer

Your Role

   What and Whom do you represent?

What Customers Want

►   A friendly, smiling face,

►   Feel Welcomed, respected, valued and to be given undivided attention.

►   Their presence to be recognized and importance to be given to them.

►   To understand how the organizational sales, service and other processes work.

►   To talk with people who have adequate knowledge.

►   To establish a one point contact at the organization.

►   To have their time respected and promises kept.

►   To be listened to.

►   To respond their calls, queries, questions promptly

►   A quality product and service at a fair price.

What Customers Don’t Want

►   Their time to be wasted .

►   To be shifted from person to person.

►   Information to be withheld or to change.

►   To be pressurized or manipulated.

►   To experience insulting, arrogant, threatening, indifferent, discourteous, insincere or disrespectful comments or behavior.

►   To be treated as if they are ignorant or unintelligent.

When Customer Walk In

►   Greet the customer with a friendly smile.

►   Introduce yourself.

►   Must be in uniform

►   Ask for some refreshments.

►   Ask for the product he wants.

►   Should have good body language.

►   Can implement NLP method

►   Create a friendly space for the customer.

►   Avoid jumping into sales.

►   Identify his purpose/need.

►   Try and build personal rapport with the customer.

►   Never move him from one place to other.

                                   MOST MEMORABLE MOMENT

►   Buying your product is most memorable moment in customers life.

►   Make this special moment for you and the customer by building up a relationship with your company.

ALWAYS REMEMBER

Most Interesting Section

          
             Handling Complaints

Causes

►   Not Listening or paying attention to customers.

►   Not Showing customers the proper respect or courtesy.

►   Making false promises(includes price, material,Color etc)

►   Taking advantage of a customer’s trust or misfortune.

►   Not knowing what you are talking about.

►   Mis matching the information.

►   Not keeping the customer informed.

►   Blaming a problem on customer action, inaction or lack of knowledge.

What upset customers really want

►   To be heard.

►   An acknowledgement that the problem is real.

►   To have some control over the situation.

►   Immediate action.

Complaint Resolution

►   Replace the product/price.

►   Take an apology and a token of gift if needed.

►   Resolve the complaint and get a satisfaction note.

Complaints ?         

How to Handle Complaints?

►   Never run away from complaints.

►   Receive the complaint politely.

►   Don’t reject or argue.

►   Listen properly.

►   Use 80:20 principle

►   Think in the customer view point.

►   Identify the customer’s main complaint.

►   Don’t make excuses.

►   Take notes of the complaints.

►   Let the customer know if you cannot answer the complaint immediately.

►   Reassure them that you will investigate and come back to them later.

►   Don’t reply in an ambiguous way.

►   Never promise something which you cant do.        

                          Keep in Mind

►   Never Shuffle the customer from person to person.

►   Never keep the customer waited for a long time.

►   Never argue with the customer.

►   Never keep the customer in rigid position let they walk freely

►   Never deliver in hurry.

►   Never treat delivery as a close of sale.

Customers For Life

Lets Discuss.

   How can you Win a Customer for Life?

What are the benefits?

►   Never lose touch with the customer.

►   Being out of sight is being out of mind.

►   Make him feel that you are always there to help him out and you value your relationship with him.

►   By being constantly in touch with the customer you can:

►   Find out his future plans.

►   Keep track of occasions in his family.

►   Follow-up the matter till you succeed.

                Inform the customer about new model arrivals, new materials , offer prices etc

   Its Test Time Now !!!!

                                                                   Lets See Who is the Winner

 HOW PEOPLE CLIMB THE CORPORATE COMMUNICATION LADDER

We hope you have opened this blog because you know that successful managers and executives use effective oral and written communication skills to get the results they need.

Many business executives pick up this blog because they wish to improve their individual skills in writing or presentations or both. Others need tips to help their team members work more effectively. Green Wind Solutions will help you with both perspectives.

We know you believe communication skills are important, because you've opened this blog. We hope that you will find this to be an excellent ladder for developing and refining your communication skills as you advance in your business career.

COMMUNICATION STRATEGY

Achieving success in today’s workplace requires the ability to communicate effectively with a wide variety of audiences. Effective business communication is more than the ability of an individual to create a clear memo, a useful executive summary, a good report, or a persuasive presentation. It is a set of individual skills, team or group decisions, and company-supported policies, philosophies, and actions that promote the linkage of individuals and groups within an organization. Such linkages ensure that key strategic and operational information is shared appropriately and effectively. Managers and companies that do not develop and encourage the use of such processes give up potential competitive advantages and may under utilize company strengths. It is clear that profound changes are occurring in the way that businesses are both doing business and communicating.

Managers and executives frequently waste considerable time by using faulty processes for documents and presentations. A systematic process would enable them to work more efficiently, eliminate redundancy, and communicate their ideas more effectively. The effectiveness of management depends on the efficient means of communication.

Managers need to build teams, share information, and appropriately delegate authority to facilitate the completion of projects. A supply-chain view of a corporation, its suppliers, and customers is now accepted and widely implemented as part of an integrated resource management approach.

A good manager should be an active listener. Participate listening is as important as any other element in the process of communication. It shows again the communication is a joint responsibility of both sender and the receiver.

Managers who keep information private and closely guarded are obstacles to teamwork and to reaching common, company wide goals. Managers who do not accept input from others within and outside of their groups risk failing to identify and solidify critical connections that will make the company fast and innovative.

From cradle to grave you will communicate with a wide range of audiences. For any audience, communication is effective only when the message is understood and when it stimulates action or encourages the audience to think in new ways.

People aren't “born” writers or speakers. The more they write and speak the more their skills improve.

communication as an Art

No matter what you are today the below ladders help you discover how to collaborate in teams, listen well, master non verbal communication, and participate in productive meetings. You will learn about communicating across cultural boundaries.

Six ladders in communication themes

Committing to ethical communication.

Adopting an audience centered approach.

Improving your intercultural sensitivity.

Improving your body language.

Improving your work place sensitivity.

Using communication technology effectively

Six ladders in process

Defining your purpose

Analyzing your audience

Gathering supporting materials

Organizing your ideas

Improving delivery skills

Dealing with speech anxiety

A business Organization is a group of people associated to earn profit. Various kinds of activities have to be performed by the people of an organization so as to earn profit. These activities need an effective and systematic communication. Without efficient communication, one can not even imagine to do work and hence will be unable to earn profit. Since the aim of business organization is to earn profit, the organization will die without profit and this death is a result of the absence of communication. This is why communication is called life blood of a business organization.

Changes are occurring in what is being communicated within and outside of organizations, why it is being communicated, and who is doing the communicating.And we guarantee that improved business writing and business presentation skills will save you time and money.