HI guys, I am designing a ppt for my Customer Service Representatives on the topic 'Importance of smile'. Please suggest content for the same Thanks Bheshaz Bedi beshaz09@gmail.com
From India, New Delhi
From India, New Delhi
Hi,
The phrase, "the customer is always right," is an age old adage. When you work with others all day that concept can be a bit frustrating. Customers come with a host of concerns, questions, and expectations. They often also come with bad attitudes, frustrations and complaints, which the customer service representative gets to work out. Because people call when they need something or do not like something rather than when they want to compliment and praise, the process of helping them can be difficult. Feelings of frustration after a string of difficult people are common and understandable. On the other hand it is the customer service representative who is responsible for diffusing problems and answering questions with a smile (yes you can smile on the phone and it will make a difference). Because the customer service representative is the only, or one of the few contacts that an individual may have with a company, it is important that that person has a positive experience. A positive experience will keep them happy and coming back. By identifying challenges for the customer service representative, solutions are given to help them increase skills in helping others, which will increase customer satisfaction.
Smile on face is the motto of the customer service. You not only make people happy by good customer service but also earn a good sum of money.
Search for the topic in google u will find more inputs.
Regards,
Pandu
From India, Bangalore
1The phrase, "the customer is always right," is an age old adage. When you work with others all day that concept can be a bit frustrating. Customers come with a host of concerns, questions, and expectations. They often also come with bad attitudes, frustrations and complaints, which the customer service representative gets to work out. Because people call when they need something or do not like something rather than when they want to compliment and praise, the process of helping them can be difficult. Feelings of frustration after a string of difficult people are common and understandable. On the other hand it is the customer service representative who is responsible for diffusing problems and answering questions with a smile (yes you can smile on the phone and it will make a difference). Because the customer service representative is the only, or one of the few contacts that an individual may have with a company, it is important that that person has a positive experience. A positive experience will keep them happy and coming back. By identifying challenges for the customer service representative, solutions are given to help them increase skills in helping others, which will increase customer satisfaction.
Smile on face is the motto of the customer service. You not only make people happy by good customer service but also earn a good sum of money.
Search for the topic in google u will find more inputs.
Regards,
Pandu
From India, Bangalore
Dear friend,
While training I mention the following points, which I think u can include in ur ppt
It takes 36 muscles to smile, and
328 to frown-- so smile
55% of communication is dependant on ur body lang--so smile
A smile makes it easier for the the customer to approach u-he feels welcomed.
ur body lang should
S----SMILE
O---OPEN POSTURE
F---FORWARD LEAN
T---TONE
E---EYE CONTACT
N--NOD
UR STANCE AND WELCOME THE QUERIES OF THE CUSTOMER
I hope this may be of some help to u
luck
vini
From India, Mumbai
While training I mention the following points, which I think u can include in ur ppt
It takes 36 muscles to smile, and
328 to frown-- so smile
55% of communication is dependant on ur body lang--so smile
A smile makes it easier for the the customer to approach u-he feels welcomed.
ur body lang should
S----SMILE
O---OPEN POSTURE
F---FORWARD LEAN
T---TONE
E---EYE CONTACT
N--NOD
UR STANCE AND WELCOME THE QUERIES OF THE CUSTOMER
I hope this may be of some help to u
luck
vini
From India, Mumbai
Hi friend,
I am sure that the answers given to your query by our friends are all worth taking note of. However, making an effective ppt or for that matter any presentation / article is not instant coffee, you would agree. The shortest possible guideline would be "Do unto others as you would want others to do unto you", given from the perspective / position of the person whom you are targeting. That "customer is always right" is a golden rule. it is not outdated since it is the DNA of business. It does not mean that customer is always indeed right, but it is the important core "belief-system". Without this, nothing will be right in the long run. Only people who have clearly understood Peter F. Drucker's purpose of business (creation of a customer) can ever understand the import of the belief system that "customer is always right" even if you notice otherwise. You should also study the concept of "Customer Relationship Marketing" as well as the concept of "firing the customer" to get a good hold of the subject. "Firing the customer", but I would suggest firing him / her with a genuine smile!!! The question is to compare the amount of business (in long term) directly or indirectly caused by a particular customer versus the cost of serving that customer. This makes business sense and there is nothing rude about it if done in a meaningful manner. It makes business sense because the business is always about creating and delivering value higher than the cost of the inputs (resources) that go into creating utility and value for the customer and the society. Not doing so is a disservice to the society in general. However, the costs of doing a business or creating value for a customer is relative to the competition (your competitors)!!!
Firstly, this has to be understood. You have to go into the core of the human psychology and ultimately you will reach a conclusion that truly business is the adoption of the marketing philosophy and its soldiers are the sales men and customer service personnel who carry a genuine smile and are empathetic even to a non-conforming, too demanding and sometimes an arrogant customer!!! If the costs of serving your customer has not been right, re-examine the corporate mission, values and the market segmentation / target market you are serving. Are they in alignment? If so, then do not be afraid to continue to genuinely smile with empathy and lead your customer to another business who can serve them though they be your competitors. That way you earn the authentic appreciation of the non-servicable customers who do not fit your target market. But first exhaust all options. Plastic smiles hurt our own sales / customer support staff much more as it is an emotional drain to act not according to our nature. When we smile, it must be our hearts that are smiling. Hope what I am sharing will compel you to think in the long run and benefit you in making effective presentations. The importance of a smile is directly proportional to its authenticity!!! A genuine smile will always have a positive resonance. Moreover, it transforms and sublimates human personality. As some one said it is essential to create a positive experience. Smile can create the world for you, truly believe this relentlessly.
Also I would suggest you to go through the DVDs "The Secret" and "What the bleep do we know?", two excellent DVDs that show case both from the scientific point of view (quantum physics) and from the Spiritual / philosophic view, how we create our own world. A genuine smile is the focusing element of a clear head and honest heart that projects the world on the invisible matrix of the universe!!!
Regards,
M.A.Ganju
From United Arab Emirates, Sharjah
I am sure that the answers given to your query by our friends are all worth taking note of. However, making an effective ppt or for that matter any presentation / article is not instant coffee, you would agree. The shortest possible guideline would be "Do unto others as you would want others to do unto you", given from the perspective / position of the person whom you are targeting. That "customer is always right" is a golden rule. it is not outdated since it is the DNA of business. It does not mean that customer is always indeed right, but it is the important core "belief-system". Without this, nothing will be right in the long run. Only people who have clearly understood Peter F. Drucker's purpose of business (creation of a customer) can ever understand the import of the belief system that "customer is always right" even if you notice otherwise. You should also study the concept of "Customer Relationship Marketing" as well as the concept of "firing the customer" to get a good hold of the subject. "Firing the customer", but I would suggest firing him / her with a genuine smile!!! The question is to compare the amount of business (in long term) directly or indirectly caused by a particular customer versus the cost of serving that customer. This makes business sense and there is nothing rude about it if done in a meaningful manner. It makes business sense because the business is always about creating and delivering value higher than the cost of the inputs (resources) that go into creating utility and value for the customer and the society. Not doing so is a disservice to the society in general. However, the costs of doing a business or creating value for a customer is relative to the competition (your competitors)!!!
Firstly, this has to be understood. You have to go into the core of the human psychology and ultimately you will reach a conclusion that truly business is the adoption of the marketing philosophy and its soldiers are the sales men and customer service personnel who carry a genuine smile and are empathetic even to a non-conforming, too demanding and sometimes an arrogant customer!!! If the costs of serving your customer has not been right, re-examine the corporate mission, values and the market segmentation / target market you are serving. Are they in alignment? If so, then do not be afraid to continue to genuinely smile with empathy and lead your customer to another business who can serve them though they be your competitors. That way you earn the authentic appreciation of the non-servicable customers who do not fit your target market. But first exhaust all options. Plastic smiles hurt our own sales / customer support staff much more as it is an emotional drain to act not according to our nature. When we smile, it must be our hearts that are smiling. Hope what I am sharing will compel you to think in the long run and benefit you in making effective presentations. The importance of a smile is directly proportional to its authenticity!!! A genuine smile will always have a positive resonance. Moreover, it transforms and sublimates human personality. As some one said it is essential to create a positive experience. Smile can create the world for you, truly believe this relentlessly.
Also I would suggest you to go through the DVDs "The Secret" and "What the bleep do we know?", two excellent DVDs that show case both from the scientific point of view (quantum physics) and from the Spiritual / philosophic view, how we create our own world. A genuine smile is the focusing element of a clear head and honest heart that projects the world on the invisible matrix of the universe!!!
Regards,
M.A.Ganju
From United Arab Emirates, Sharjah
Hi. Smile is the one of the most Important tool for your success. S - SELL M - MORE I - INCUR L - LESS E - EXPENSE. so do smile a lot. Regards. G.Ravichandran. chennai.
From India, Madras
From India, Madras
Hi! Bedi,
Hope all the other frnds had stated the best of the Importance of Smile-
Let me add a few-
SMILE IS AN INEXPENSIVE WAY TO IMPROVE YOUR LOOKS,
THE GREATEST COMMUNICATION SKILL IS-OPEN YOUR STATEMENT WITH A SMILE.
Apart from all these just play the song Smile and ever lasting smile from boyzone to your team.
Hope it'll be useful..................
Share the same and revert back.
U have a nice week ahead,
ND Happy dewali,
Karthik.Ghali :?
From India, Coimbatore
Hope all the other frnds had stated the best of the Importance of Smile-
Let me add a few-
SMILE IS AN INEXPENSIVE WAY TO IMPROVE YOUR LOOKS,
THE GREATEST COMMUNICATION SKILL IS-OPEN YOUR STATEMENT WITH A SMILE.
Apart from all these just play the song Smile and ever lasting smile from boyzone to your team.
Hope it'll be useful..................
Share the same and revert back.
U have a nice week ahead,
ND Happy dewali,
Karthik.Ghali :?
From India, Coimbatore
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