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.

Green Wind Solutions

You Think It

We Made It

There are times when the company is in its best phase, the management is proud of its abilities, the customers and clients have praises for the company and the company has the lion’s share in market place but there is still the factor of uncertainty. But with right decisions at right time, the good time and best phase can be forever!

It’s truly said that happiness comes in smaller packs.. But in business scenario right attitude and a good solution provider helps to make the happiness last for long!

Green Wind Solutions have both the right kind of attitude and the best in place expertise to provide your company with the corporate solutions that will make your company enjoy the best phase and good times always..

We at Green Wind believe our client’s success is the measuring tape of our growth!

Women Entrepreneurship

In this modern time, almost everything changes. As the famous line says “The only certain in this world is Change”. We could see everywhere from the infrastructure that are built, the food we eat, the characters and traits we have, the discoveries made by Science, and maybe the role that we possess in the society.

          But did you ever think about a woman’s role in these modern times. As we could see, it changes too. Long time ago a woman’s role is far different compared today. A woman has no power over things, as it is the man who brings every decision making for the family, and still as of today, many are doing this. A woman is left in the house, taking care of the family, deprived from many things like proper education.

          In this times of modernization, there are woman who empowers themselves, and becomes famous.  At the turn of the last century, there are successful woman entrepreneurs who come to the open and slowly spread there wings, to reach the skies of success. A study of women entrepreneur conducted by the Global Entrepreneurship Monitor (GED) last December, they found out that an estimated of 187 million women starting and running businesses in 59 economies. And that is a lot of women entrepreneur which is about to equal to the population of Brazil.

Studies on women entrepreneurs show that women have to cope with stereotype attitudes towards women on a daily basis. Business relations as customers, suppliers, banks, etc. constantly remind the entrepreneur that she is different, sometimes in a positive way such as by praising her for being a successful entrepreneur even though being a woman. They must be made part of the economic development, because it will ensure the economic & social development of the women along with providing more human resources to strengthen the economy of the country. The economic status of women is now accepted as an indicator of a society’s stage of development.

Classic women business pioneers showed us the way; Coco Channel, Mary Kay Ash and Debi Fields. These were women in women-centrist businesses – fashion, cosmetics and cookies. Then came, the ‘women in a men’s world’ era with Margaret Thatcher in politics, Oprah Winfrey in media, and Ann Mulcahy in technology. Tapping into a different part of their infinite resources to make it to the top in their field.

These women do not attain all this success without failures and frustrations. But they just overcome not because they want to show that they just can but because there is patience and perseverance that is built in there own. Some qualities to be acquired by women to become truly empowered are awareness about risk prevailing at home, in work place, in traveling and staying outside home. They should have political, legal, economic and health awareness. As women, she doesn't stop when she fails but she takes her heart with her, slowly regaining her self confidence for her loved ones. She believes that at the end of every struggles, there is something good to happen. Women seek for independence not for the sake of fair treatment but simply because she wants to be successful and that she wants to be accepted that she can always help her husband, family and society as well. Women can lead not to prove something in her, but she can lead because she has a heart willing to share, and willing to be a good entrepreneur and willing to love whole heatedly.

For now, women can have her identity, to lead, help, excel and be a woman class. She always know that she need a hand, a gentle hand from a man, to be accepted, to be loved and a woman to be proud of. In the end we would like to conclude with the following words, "Women as the motherhood of the nation should be strong, aware and alert".

Success Just Ahead

                                        

Often we wonder how successful people got to where they are today.. Often the growth and achievements of some surprise us.. Life has the best for each one of us.

It just takes us to have the best interest and a driving force to be successful.

Success is not a magic word, there are neither shortcuts to success, nor is it measurable..

Success may be measured differently for different individuals.. But one common aspect used to measure success is happiness. If you are happy about where you are and what you do, it means you are successful.

Success is not a destination but a journey. Success and happiness goes hand in hand as success relates to the achievements of the person, the state of mind and the life he lives..

We at Green Wind make this journey called success easier.. We make sure you achieve the success you dreamt of for your company 

Innovative Marketing Solutions from Green Wind 

We are in the era of messaging and emails, but when it comes to business communication there are very few phrases or words which comes to our help.

Making a statement is as good as marketing in business. A statement good or bad has big impact on the business.

Advertisement is one of the main aspects of marketing. Marketing is to be understood in its right perspective. Marketing is the door which introduces a business to its customers, bridges the distance between the customers and the business.

At Green Wind Solutions we offer the best options for advertising your business, we bring together the best themes and technical knowhow to explore the various ways of advertising your business in the most attractive and beautiful ways so that the customer interprets the business and its values in the best way!

Be it the digital marketing or the advertisements we make sure that your business sound most dynamic and as we put in our efforts to add that charm to marketing we also build and keep the most essential aspect of success and sustainability of business alive, we know it as Trust! When our advertisements help your business to make a place in the customer’s heart, we accomplish our goals!

At Green Wind Solutions we believe in offering the best!