basic customer service and marketing training
TRANSCRIPT
-
8/14/2019 Basic Customer Service and Marketing Training
1/19
ASIC CUSTOMERASIC CUSTOMERERVICEERVICENDND
ARKETING TRAININGARKETING TRAINING
-
8/14/2019 Basic Customer Service and Marketing Training
2/19
Chapter I:
Target:
MARKET
-
8/14/2019 Basic Customer Service and Marketing Training
3/19
At the end of this chapter, participants mustbe able to:
Define the relationship between marketingand customer service.
Explore and understand the nature of the
organizations target clients.Identify the needs, wants and demands ofclients and how to satisfy these.
Identify and understand the
characteristics that affect clientbehavior.
-
8/14/2019 Basic Customer Service and Marketing Training
4/19
ARKETING AND CUSTOMERERVICE DEFINED
MARKETING CUSTOMER SERVICE
Business function thatidentifies customerneeds and wants,determines which targetmarket the organizationcan serve best, anddesigns appropriateproducts, services andprograms to serve thesemarkets.
Way of meeting,addressing andsatisfying customersneeds and wants in anacceptable anddesirable manner inorder to maintaincustomer loyalty andgain new ones .
-
8/14/2019 Basic Customer Service and Marketing Training
5/19
OPTOMETRISTS OPHTHALMOLOGISTSRighteous, and
authoritative
Do not admit their
mistakesExpect precision and
accuracy in presentation; has the tendency toask technical questions
Focus more on theapplication of eachproducts to differentcases rather than itscharacteristics.
Very accommodating andinquisitive on detailedpresentation
Very eager to learn aboutthe characteristics ofproducts.
Do not usually mark theirown price; they usually
ask for suggested retailprice
:EET YOUR TARGETENERAL BEHAVIOR OF CLIENTS
-
8/14/2019 Basic Customer Service and Marketing Training
6/19
OME OF YOUR TARGET S MAJOR- . . . .URN OFF s
Direct destruction of competitors products and
services.Empty promises.
Failure to observe and follow clientsconvenient or available time for presentation.
Think of it: Never fail to deliver what you are
expecting to get
-
8/14/2019 Basic Customer Service and Marketing Training
7/19
IN YOUR TARGET.NOW WHAT THEY EXPECT
As clients, they expect you toPresent truthful and precise product presentation in
a professional yet enticing manner.Be able to discuss and explain everything about
the products.Be able to discuss the benefits and disadvantage of
the products.Be able to offer options or alternatives to meet
different demands.Be able to fulfill commitment.Be able to set clients expectations.Be able to maintain relationship.
-
8/14/2019 Basic Customer Service and Marketing Training
8/19
Chapter II:
WINNING AT
THE GAMEOF MARKETING
AND SERVICE
-
8/14/2019 Basic Customer Service and Marketing Training
9/19
,At the end of this chapter participants must be:able to
Create personalized presentation techniqueby identifying clients personality, needs andwants.
Develop and improve verbal and non-verbalcommunication skills.
Develop and deliver excellent customerservice.
-
8/14/2019 Basic Customer Service and Marketing Training
10/19
actors Affecting CustomerBehaviorCulture - set of basic values ,
perception, wants andbehavior learned by amember of society from
family and other importantinstitutions.
Social - concerns the
customers small groups,family, social rules andstatus.
Personal - customers age and
life-cycle, stage, occupation,economic situation, lifestyle,personality and self-concept.
Psychological - involves the
customers motivation,perception, learning, beliefsand attitude.
-
8/14/2019 Basic Customer Service and Marketing Training
11/19
-
8/14/2019 Basic Customer Service and Marketing Training
12/19
!o the Power TalkBe cautious about showing
your vulnerabilities withthe client.
Create the perception thatyoure a strong salesperson with a lot to offerand know when to build
rapport.Make suggestions in
declarative sentences, notframed as questions andspeak assertively with lowpitch.
React assertively tobantering. Within thebounds of decency andvalues, it okay to tolerateoverhearing it.
Present yourself as powerful
go-getter.Dont turn statement into
questions, especially ifyoure under fire.
Avoid hedging in presentingyour ideas and makepositive assertions.
Dont discount what you aresaying even before yousay it.
-
8/14/2019 Basic Customer Service and Marketing Training
13/19
!o the Power MovesBe aware of your smilingpatterns.
Watch how you hold yourhead because tilting andchin lowering conveys
vulnerability.Limit noises and nods.
Sit confidently duringpresentations. Pull up,put your arms on thearms of the chair andopen your posture.
Deliver a good, firmhandshake uponintroduction.
Avoid adaptors.
Always maintain
appropriate eye contact.:in k o f it o u a r e t h e r e f l e c t i o n o f w h a t
. h e o r g a n i z a t i o n i s
-
8/14/2019 Basic Customer Service and Marketing Training
14/19
AYS TO DELIVER EXCELLENTUSTOMER SERVICE
RECOGNIZE
Be consistent in maintaining andenhancing clients self-esteem.
Make them feel good about
themselves. Clients are moresatisfied with the interactionwhen they are treated fairly andcourteously.
Make them feel important; praise andcompliment them whenappropriate and show genuineappreciation or concern.
-
8/14/2019 Basic Customer Service and Marketing Training
15/19
EMPATHIZE
Ability to place oneselfwithin the other
person in order toexperience his or herfeelings. It is the keyto seeking first tounderstand. It is
listening with ears,eyes, and heart tomove below thesurface meaning tothe feelings and
issues that reallymatter.
A Y S T O D E LIV E R E X C E LLE N TU S T O M E R S E R V IC E
-
8/14/2019 Basic Customer Service and Marketing Training
16/19
SYNERGIZE
Involving clients in theinteraction whenappropriate, mostspecially in cases where
clients haveconcerns/problems thatdont have routine orclear-cut resolution. Bysoliciting clients ideas,
you are in effectinvolving them in thesolution, thereforesynergizing with them.
A Y S T O D E LIV E R E X C E LLE N TU S T O M E R S E R V IC E
-
8/14/2019 Basic Customer Service and Marketing Training
17/19
OUR PILLARS OF CUSTOMERERVICE EXCELLENCE
ACKNOWLEDGETHE CUSTOMER
- give customersyour undivided attention.
- greet clientspromptly and courteously.
CLARIFY THESITUATION
- practice ordevelop the skill ofempathic communication.
- provide accurate
information.
-
8/14/2019 Basic Customer Service and Marketing Training
18/19
EXCEED THE NEED -look for
opportunities to exceedcustomer expectations. - go the extra mile.
CONFIRMSATISFACTION
- gather feedbackto check for satisfaction.
- commit to follow-through, when necessary.
- thank thecustomer.
O U R P ILLA R S O F C U S T O M E RE R V IC E E X C E LLE N C E
:h in k o f it o n o t se ttle o n ly fo r g o o d
trive fo r so m eth in g b etter
-
8/14/2019 Basic Customer Service and Marketing Training
19/19
THANK
YOU!