chapter two use behaviors that engage your customers

Chapter Two

USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS

Customer Service, 5ePaul R. Timm 2

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

“Sometimes the smallest, unintended behavior can create relationship turnoffs-or trigger pleasant, positive impressions. Subtle facial expressions, gestures, vocal intonation, or appearance can make the difference between winning customer loyalty or losing it.”

Paul Timm

Customer Service, 5ePaul R. Timm 3

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

“If people are good only because they fear punishment, and hope for reward, then we are a sorry lot indeed.”

Albert Einstein

Customer Service, 5ePaul R. Timm 4

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Objectives

Recognize the kinds of behaviors and personality factors that please customers.

Use 15 specific action tips that convey a positive personality.

Respond to difficult people with appropriate communication styles.

Apply six organizational behaviors that convey a customer-centered culture.

Customer Service, 5ePaul R. Timm 5

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

The Way It Is…the Power of Personality

Customer Service, 5ePaul R. Timm 6

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Behavior is what people do and is conveyed by…

Verbal communication

Non-verbal communication

Salesperson ignoring customer

Employee showing up late

Clerk wearing a “frowny” face

Customer Service, 5ePaul R. Timm 7

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Nonverbal Communication: Eye Contact

Customer Service, 5ePaul R. Timm 8

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Nonverbal Communication: Gestures What is the gesture for:

Good job Blah, blah, blah (won’t stop talking)

Time out Just a second Ok Rock on!

Customer Service, 5ePaul R. Timm 9

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Gestures Activity

Customer Service, 5ePaul R. Timm 10

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Attitude is EVERYTHING!

Attitude becomes apparent through behaviors

Behavior: visible way to communicate to others

Customer Service, 5ePaul R. Timm 11

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Two important rules of communication

1. Anything can and will communicate

2. The receiver of the message determines what it “means”

Customer Service, 5ePaul R. Timm 12

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Customers encounter two personalities

The person who serves them

The organization

The personality of the organization is called its “culture”

Customer Service, 5ePaul R. Timm 13

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

The personality of an organization is created by 15 different behaviors.

Customer Service, 5ePaul R. Timm 14

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

1. Greet customers like Guests Initiate conversation promptly

Speak up

Get the customer committed

Customer Service, 5ePaul R. Timm 15

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

2. Break the ice/Initiating conversation A compliment

Weather-related or local-interest comments

Small talk

Customer Service, 5ePaul R. Timm 16

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

3. Compliment Freely and Sincerely Some article of clothing

I like that sport coat! Their family

Your son looks like quite the athlete.

Their behavior Thanks for waiting. You’ve been very patient.

Something they own I like your car. What year is it?

Customer Service, 5ePaul R. Timm 17

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

4. Calling customers by name

Introduce yourself and ask their name

Better to be too formal than not formal enough

Customer Service, 5ePaul R. Timm 18

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

5. Talk to Customers with your Eyes Intimacy

When expressing love Intimidation

When we want to exert power Involvement

Customer Service, 5ePaul R. Timm 19

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

6. Ask Often “How Am I Doing?”

Be receptive

Customer Service, 5ePaul R. Timm 20

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

7. Listen with More than Your Ears Focus on the content of what people are saying, not the way they are saying it.

Hold your fire

Work at listening

Seek clarification from customers to fully understand their needs.

Customer Service, 5ePaul R. Timm 21

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

8. Say “Please,” “Thank You,” and “You’re Welcome”

There you goNo problem

Customer Service, 5ePaul R. Timm 22

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

9. Reassure Customers in Their Decision to Do Business with You

Buyer’s remorse

“I’m sure you’ll get many hours of enjoyment out of this”

“Your family will love it”

Customer Service, 5ePaul R. Timm 23

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

10. Smile

“You’re not dressed for work until you put on a smile”

“Smile—it will make people wonder what you’ve been up to”

Customer Service, 5ePaul R. Timm 24

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

11. Use Good Telephone Techniques Give the caller your name Smile into the phone Keep the caller informed Invite the caller to get to the point Commit to requests of the caller Thank the caller Let your voice fluctuate in tone, rate, and loudness

Use hold carefully Use friendly, tactful words

Customer Service, 5ePaul R. Timm 25

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

12. Reach Out and Touch Them

Lightly touching a shoulder Shake hands

NEVER touch intimately

Customer Service, 5ePaul R. Timm 26

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

13. Enjoy People and Their Diversity Avoid negative thoughts

Avoid being judgmental

Customer Service, 5ePaul R. Timm 27

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

14. Be Positive about Selling

I can convert strangers into friends quickly and easily.

I can attract and hold the attention of others even when I have not met them.

I love new situations.

I’m intrigued by the psychology of meeting and building a good relationship with someone I do not know.

Customer Service, 5ePaul R. Timm 28

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

15. Watch Your Dress, Grooming, and Workplace Attractiveness

Customer Service, 5ePaul R. Timm 29

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Look Inside:How do you measure up? Pg. 30

Customer Service, 5ePaul R. Timm 30

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

Life Would Be Easy…If It Weren’t for Difficult People

Assertive Communication Aggressive Communication Passive Communication Passive-Aggressive Communication

Tips that Convey a Customer-Centered Culture

Customer Service, 5ePaul R. Timm 32

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

16. Consider Your Company’s Appearance and Grooming Offer a comfortable living room-type atmosphere as a place to meet customers or as a waiting area

Look for customer comfort

Customer Service, 5ePaul R. Timm 33

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

17. Get Customers to Interact with Your Organization Personally hand them a shopping cart

Invite them to sample the product

Offer a drink or food while they wait

Offer a product flyer/information to review

Customer Service, 5ePaul R. Timm 34

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

18. Correspond Regularly-The Old Fashioned Way

Customer Service, 5ePaul R. Timm 35

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

19. Use Hoopla and Fun

Employee of the month Awards luncheons Win a day off with pay Casual dress days Halloween costume day Family picnics

Customer Service, 5ePaul R. Timm 36

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

20. Reward the Right Actions

Rewarding “No Complaints”

Rewarding “Fast Transactions”

Encouraging an employee to send a thank you note and not giving them enough time to do so

Customer Service, 5ePaul R. Timm 37

© 2011, 2008, 2005, 2001 Pearson Higher Education,

Upper Saddle River, NJ 07458. • All Rights Reserved.

21. Stay Close after the Sale

Thank you note

Call to make sure the product has met their needs

Send birthday cards

Invite people to participate in marketing research