Phases Of customer service
Customers are welcome to a place of business
What is Greeting?
Smiling, Irritated, Mad, and Disgusted
What is Facial Expression?
Businesses use to offer extra value
What is Social Media?
Treat others the way they want to be treated
What is The Platinum Rule?
Leading a customer to expect a reply, then not following through with a response.
What is Leaving a Customer Hanging?
Period of time the customers wait to be helped
What is Pre-Service?
Eye rolling, Daydreaming, and Direct eye contact
What is eye contact?
Involves customer service and marketing/sales
What is Customer Relationship Management (CRM)
The second rule. Creates what psychologists call a Halo Effect.
What is the rule of first impressions?
Its Important to offer accurate information, or even to admit you dont have the answer and promise to call back.
What is Give incorrect or Conflicting Information?
What a customer actually comes for
What is Service?
Waving, Moving hands while talking, Arms crossed, shoulders shrugged, and Back straight.
What is Hand and Body Movement?
- Find a way to have fun with customers
- Post Daily Specials
- Hold Contests
What is Creating a relationship and building customer loyalty?
The third rule: attitude isnt enough. You also need the right skills.
What is the rule of skills and Service?
Blaming someone else for not taking care of something.
What is Passing the Buck?
Getting ready to leave
What is Post-Service?
Fiddling with hair, adding making up, Adjusting clothing, and Constant wiping of the face.
What is Personal Grooming
Even if the customer is wrong, arguing will not turn him into a satisfied customer.
What is Arguing With a Customer?
Irritated tone, Respectful tone, Serious tone, and Threatening tone
What is Tone of Voice?
If you dont seem to care about cleanliness, appropriate dress, or personal appearance, customers may assume that you also dont care about your job or your customers
What is looking unprofessional?