Customer Service Training PDF

The Front Liners The Customer-Centric Professional Your ROLE is the most crucial in the system. Customer’s run an impression of how you treat them. ✔ Were they greeted ? ✔ Were you welcoming ? ✔ Did they feel valued ? ✔ How did you manage a crowd when the f...

The Front Liners The Customer-Centric Professional Your ROLE is the most crucial in the system. Customer’s run an impression of how you treat them. ✔ Were they greeted ? ✔ Were you welcoming ? ✔ Did they feel valued ? ✔ How did you manage a crowd when the floor got busier ? By the conclusion of this session, you will have learned Macro Objective – Develop your Service personality  Why developing the right skill set is important?  Identify Core Elements of exceptional Hospitality Service  Self-reflect and self-assess on your own areas of improvisation  Best practices for handling guest interactions The level of Engagement Building products, systems & processes with agility to quickly implement and improvise basis the customers need Customer Centricity Customer Connecting, EMPATHIZING, and providing custom-made solutions to Experience cater to the customer’s need. Service mandated to be offered to customers & driven by all front liners Customer Service by procedurally following SOPs. The key attributes to Exceptional Service Our FOCUS Service Product Processes & Soft Skills /Personality Knowledge Systems Attitude Confidence Communication Grooming Verbal Non-Verbal Communication Physical Appearance Etiquette Communication Personal Body Language Gesture Hygiene Uniform/ Attire Effective Communication Navigating Excellence Unveiling some Vital Hospitality Standards and Skills Verbal and non-verbal communication skills 01 Effective Communication Active listening techniques Building rapport and fostering positive relationships. 02 Interpersonal Skills Understanding cultural differences & diversity awareness Anticipating guest needs and exceeding expectations. 03 Customer Service Excellence Handling challenging situations with professionalism and empathy. Problem-Solving and Decision- Quick thinking and resolution strategies. 04 Making Prioritizing guest satisfaction. 1. Verbal Communication Understanding the Elements of Effective Verbal Communication: Tone Of Voice Empathy Adopting an appropriate tone Understanding and acknowledging based on the situation and guest's guest concerns or requests demeanor Clarity Active Listening Positive Language Speaking clearly and Paying attention to guest needs and Using words and phrases that convey articulately responding appropriately warmth, friendliness, and professionalism 2. Non - Verbal Communication Body Language Gesture Non-Verbal Communication ⮚ Includes facial expressions, hand movements, posture, and other physical cues that convey messages without relying on spoken words. ⮚ Non-verbal communication is a key aspect of human interaction, influencing how messages are perceived and enhancing the overall understanding between individuals. ⮚ Front-liners should always have confident, trustworthy body language. If you're not at ease, your prospect won't be either. ⮚ Used strategically body language can emphasize your argument and make it resonate with your audience. A. Body Language Body language is the closest thing to mindreading and a skill ANYONE can learn B. Types of Gesture & Why they Matter Understanding these types of gestures enhances communication by incorporating the fine- grained non-verbal cues, fostering better connections, and minimizing the risk of misunderstanding. ExEpxrLpeisrstesiisnosgQ nio–uo naR fonkefteitA feynurtaihtnioternirteyst How should I alert my body language? 1. Practice self-awareness 2. Relax your shoulders 3. Straighten your back 4. Use proper posture 5. Lean in slightly 6. Uncross your arms 7. Smile 8. Make eye contact 9. Mirror the other party 10. Use your hands 11. Move slowly 12. Speak slowly 13. Nod periodically 14. Beware of fidgety movements 15. Lower your drink 16. Exude energy 17. Use a matching handshake 18. Face the person you're speaking with 19. Maintain a proper distance 20. Study the body language of others Below are the checkpoints before you initiate a conversation with your guest fostering Clear, Friendly Communication and Proficiency in Non-Verbal Understanding. Verbal Non-Verbal Communication Active Listening Communication Add- On’s ⮚ Always think before you speak type. ✔ Paraphrasing: Repeat the guest's words for Know the “Power Posture”. confirmation. ⮚ Begin and end every encounter on a positive note. Avoid handheld devices. ✔ Reflecting Feelings: Acknowledge & mirror guest's emotions. ⮚ Address your clients by their names. Be mindful of your facial expression. ✔ Summarizing: Recap key points for clarity. ⮚ Keep your customers informed. Gesture when you speak. ✔ Clarifying Questions: Seek additional ⮚ Treat the customers with respect and information for understanding. empathy. ✔ Eye Contact: Establish and maintain visual ⮚ Stay professional no matter what. focus. ⮚ Make the customer feels valued and ✔ Avoid Interruptions: Allow the guest to appreciated. express themselves fully. ⮚ Say Thank You and Please graciously. ✔ Provide Feedback: Confirm understanding ⮚ Follow up if necessary. through responses. ✔ Empathetic Responding: Through words & tone. The Process Creating a Verbal Match what you say with your Picking up Cues Communication path body language to reassure ➔ Paying attention to the non- ➔ Greet, Probe, Listen ➔ Create a safe space, be verbal cues - facial Actively, Offer Solutions culturally sensitive and expressions, body language offer the right non-verbal and hand gestures of our cues. Customers. ➔ Paying attention to the vocal cues. 3. Physical Appearance? We will now show you a list of 6 sales representatives. Let’s take a moment and review our first impression of each of them. High Impact First Impression – On point appearance Second Impression – Positive Expressions Third Impression – Gestures  How does it help? - Be in control of the business association. - Be invested trust in. - Earn command. - Direct and lead the conversation. - Stand a better chance in owning the conversion. Grooming Techniques ACE I T - Get the first impression right 4. Personal Hygiene  Would you be okay, to deal with groggy, unkempt customers?  Would it be okay if your customer has a body scent not so favorable?  Would it be okay, if my customer’s teeth were stain ladened?  Would a customer THAT looks like THIS afford that shoes?  Run a top - to toe check  Hair check – Neat, gelled & away form your face.  Beard Check – Trimmed, shaved and neat.  Dental Check – No stains, food remains and tobacco & food odor  Hand Check – Trimmed clean nails, non-chunky watches, restricted number of pieces of jewelry.  Uniform Check - WASHED, Lint free, Ironed uniforms.  Body Odor Check – Use a fragrance always.  Did you know? Kevin Stirtz «Every contact we have with a customer influences whether or not they'll come back. We have to be great every time or we'll lose them «Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment Benjamin Franklin Case Study Scenario: A customer is looking at a pair of DUOZOULU shoes but seems hesitant. Right Thing to Say at the Right Time? You approach the customer and say, "I see you're interested in these shoes. They are one of our most comfortable and durable models. Can I help you with any questions or let you know about their features?" Tempting Moment to Say the Wrong Thing? The customer mentions they saw a similar pair of shoes at a competitor’s store for a lower/same price. You feel a bit defensive and are tempted to criticize the competitor’s products by saying, "Their shoes are poorly made and won't last as long." Leaving the Wrong Thing Unsaid: Instead of criticizing the competition, you say, "I understand. What’s great about DUOZOULU shoes is their quality and the comfort they provide. Let me show you a few unique features that make these shoes a great investment." By focusing on the positive aspects of your product rather than disparaging the competitor, you maintain professionalism and build trust with the customer.  Customers Explanation & Types Types of Customers Analytic Expressive Aimable Driver Analytic Customers driven by facts and figures in any product suit. People with this personality type do advanced research on prior to the initial interaction. Analytics prefer to have deeper knowledge about the subject before getting convinced on a particular matter. They verify each bit of information and focus more on the brand’s features to make sure of its quality and efficiency. These customers use most of their logical thinking rather than their emotional side when it comes to making decisions. How to handle: Provide relevant information Use Qualitative and statistical data Be Specific and direct Be ready to provide clarification Be patient Expressive People with the expressive personality use most of their creative side to voice out their opinions on a particular topic. When presented with facts, they’d prefer to share their own perspective rather than ask for additional information. However, they know how to show respect others as much as they want them to be respected. expressive individuals are fast decision makers. How to handle: Lengthy conversations required. Share experiences of previous customers. Focus on talking positively of the company. Easily influenced. Amiable The Amiable are respectful, sociable, and trustworthy. They’re good at listening to and forming relationships with others. Unlike analytical thinkers, amiable people care more about building rapport and establishing trust with other professionals. Their decision relies on how the company manages to value their interest in relationship-building. How to handle: Make yourself likable Add a personal touch Show Interest Offer extension of expert advise – SM Driver People with this personality are mostly self-centered and opinionated. They find pleasure in manipulating a pitch that identifies them as reasonable and authoritative. Direct customers expect all information to be delivered in the quickest way possible because they’re goal-oriented and prefer direct communication. They’re commanding in nature and motivated to achieve their objectives. They want immediate answers and solutions. They also value competence as much as they value expertise and preparation. Like Expressive Customers, Direct Customers are fast decision makers. How to handle: Get to the point Be direct Concise, Clear and Confident Provide facts and evidences Wearing the Right Attitude ⮚ Respect ⮚ Smile and Warm Greetings ⮚ Good listening skills ⮚ Patience and Understanding ⮚ Customer-Centric Approach ⮚ Resourcefulness & Always prepared ⮚ Polite Persistency ⮚ Passion ⮚ Solution-Oriented Mindset ⮚ Team Collaboration ⮚ Cultural Sensitivity ⮚ Express Appreciation ⮚ Professionalism in Appearance Sales Skills Training for DUOZOULU Store Representatives Enhancing Customer Experience and Boosting Sales Why is it Important? Builds Confidence Develops trust Radiates a sense of self esteem Makes a lasting impression Draws positive attention By the conclusion of this session, you will have learned Macro Objective – Build you Sales personality Why developing the right skill set is important? Identify Core Elements of exceptional Sales Process Best practices for objections handling Understanding Our Products Walking Shoes 01 Light Weight, breathable, simple and durable Sandals 2. Multi-functional, robust, and stylish timepieces. Slippers 3. Light weight, fancy and durable rubber. Add Ons 04 Socks, Water bottle , and shoe cleaner. The Product Technology? 24H - 3D - AirKnit+ Application based on 3D printing logic and Internet full chain control The Intelligent Airknit+ technology is revolutionizing shoe manufacturing through the integration of 3D printing logic and full-chain Internet control. This advanced system allows for the weaving of the shoe's upper in 3D, operating continuously 24/7 without the need for manual intervention. By remotely receiving technology and drawing instructions, Intelligent Airknit+ ensures precision and efficiency, showcasing the future of automated footwear production.  What are the USPs? Ultra Light Couchning reduce fatigue by offering It can absorb over 90% weight exceptional comfort and ease impact. Provides excellent arch of movement throughout the support and cushioning for all- day. day comfort. High-elastic Simplicity DUO Superior flexibility and bounce- Timeless style, Two component back, providing enhanced ZOU and endless possibilities of comfort and support with every LU trendy and classic styles to suit step. any occasion. Breathable Wear-resistant Keeps feet cool and dry by designed to withstand daily allowing air circulation. use, ensuring long-lasting durability and performance. How to pitch? Good [morning/afternoon/evening]! Welcome to DUOZOULU! We're delighted to have you here. How may I assist you Today? Please feel free to explore our comfortable and stylish walking footwear collection! 1. Material: Have you tried our latest shoes? They're made with a cutting-edge fly knitting process, making them super stretchy and comfy. Ideal for entire family, the material is soft and feels great on your skin. 2. Sole Technology: These shoes feature the latest in sole technology. With advanced cushioning and memory foam-like materials, they reduce stress on your feet. Plus, the non-slip design and flexible materials make them incredibly comfortable to wear. 3. Breathable: Our shoes are designed with top-quality mesh material, making them breathable and super comfortable. They allow air to circulate, reducing heat and odor, so your feet stay fresh all day long. 4. Lightweight: You'll love how light these shoes feel! We've used the latest lightweight materials to make them much lighter than other walking shoes. They're perfect for wearing all day without any discomfort. 5. Eco friendly: We care about the environment too! Our shoes are made with eco-friendly materials like micron fabric and 3D seamless technology. The one-piece molding and environmentally friendly foam and rubber mean you can feel good about your purchases. 6. Design: Check out the timeless design of our shoes. They have a simple, unique look that’s easy to recognize and fits with any dress code. We’ve used minimal ingredients to keep the design clean and elegant, always trendy and chic, making them a perfect choice for any occasion! 7. Wear-resistant and Durable: Our shoes are built to last with ultra-wear-resistant, non-slip rubber soles, providing strong grip and anti-skid performance. Made from high-quality materials, they withstand daily wear and tear, ensuring long-lasting comfort and reliable performance.  Develop your Sales Personality What is Sales? Sales is the process of all activities a business performs to sell its products and services. It involves multiple parties working together to make a sale happen and they’re as follows; Buyer: Is the person who wants to purchase. Seller: Is the person who wants to sell. Product/services: It’s the commodity that brings buyer and seller at one platform. Sale process: The activities that a company or business performs to sell. Sales Cycle Greeting customers The sales cycle is a structured process that sales representatives follow to convert prospects into customers. While the order of steps may vary, the core components remain consistent. Understand Here are the key steps involved: Building Customer’s rapport needs Customer Interaction Techniques Greeting the Customer warmly Asking open-ended questions Closing Explain Active listening: Techniques and importance product the Sale Understanding customer needs and preferences features 1. Greeting the Customer 41 Greeting the Customer Build trust, credibility, and relationships Time Appearance Verbal Greet customer within 10 Sec Present a good and respectful Communication appearance Tone Of voice If the customer is away from you, try to find an opportunity to Body Language Content reconnect Posture Accept the idea of having new customers and welcome them Etiquette Tips when meeting a new Customer Meet your CX properly dressed Give others the opportunity to and organized speak Greet everyone properly Actively listen and participate Be attentive to your body Speak Cleary language Ask clarifying questions Follow the agenda 2. Understanding Customer’s Need 44 Understanding Customer’s needs Our needs based on.. And we are looking for ways to… Life Circumstances Satisfy our needs Who do we aspire to Enhance our Expertise become? Find solutions to our Interests problems 45 Overall Discovery Process Questions Take a Questions Questions Questions about the permission about their about how to Ask about Life shoes mode change of do they feel tase “if any”  3. Product explanation and customer experience development © Copyright 2016 Huawei Technologies Co., Ltd. Company confidential. For internal use only. 47 Creating a WOW experience for the customer! Y e Okay… WOW! Creating a WOW experience for the customer is achieved New to me s by providing a new solution that is related to the customer's needs! N Normal… Perhaps... o No Yes Related to me The Story Telling Advantage: That's how Evidence: How will we compare with the the customer use this competition and what's feature in their daily new with us life for simplification Benefit : What is the return, and what will Feature: That's what the customer benefit the product does from when they purchase the product FABE Technique 4. Closing the Sale 50 Closing the Sale You need to pay attention Gently guiding the Closing the sale will be to the questions the customer to make better if there is a customer asked verbally their decision relationship between and those they expressed you and the customer non-verbally Closing the Sale Techniques for closing the sale Ask directly about Assume the Limit the Create Urgency- the customer's sale options Unique opportunity decision Ex: Are you ready to move Ex: Which color would you Ex: Based on what you've Ex: These shoes are selling forward with your prefer for your new told me, I recommend these fast. If you'd like to secure a purchase? DUOZOULU shoes? DUOZOULU shoes in black pair, I recommend making or brown. Which one would your decision soon you prefer?  Closure Examples: Closing the sale with the consumer Shopper Sales Rep. Ask for the The customer nods in agreement, considering if these I believe, sir, that these are the best shoes in decision are the right shoes? the price range you are looking for. I'll fetch you a new pair from the stock." Assumption The customer here isn't entirely convinced by your I understand, and I appreciate you sharing recommendation and mentions a specific interest or what’s important to you. Let me check if we feature they want in the shoes have shoes with that feature. If we do, I’d love to show them to you. How does that sound? Limit the Limiting your choices to two or three options, you'll Sir, there's something unique about these shoes options see that this particular shoe is the optimal solution that you won't find in others, and you mentioned it's essential. In my opinion, these shoes are the best choice considering what you're looking for Raise Stay informed about current promotions to better Right now, sir, there are promotions with these Urgency entice the customer shoes, so you'll get the best value for your money at this time. 5. Building rapport with the customer 54 Building rapport with the customer Express Further Assistance Personalization Offer Value Appreciation Feel free to return to the Use their preferences to Provide additional value Thank the CX sincerely for store and ask for me if any personalize future through tips on shoe care their purchase further requirements interactions or styling advice Workshop Activities  Content  Product knowledge quiz  Objection handling practice  Case studies on customer service excellence Quiz time Scenario 1: Handling a Difficult Customer 1.Customer Complaint About Product Quality: 2.Customer Unhappy with Service: Example: A customer is upset because the shoes they Example: A customer feels ignored and complains about purchased are falling apart after only a month. poor service in the store. Resolution: Apologize, offer to replace the shoes or provide a Resolution: Listen attentively, apologize sincerely, and discount on their next purchase as a goodwill gesture “if appl”. ensure they receive immediate assistance. 3.Customer Demanding a Refund 4.Customer Complaining About Price: Example: A customer demands a refund for a pair of shoes. Example: A customer complains that the shoes are too Resolution: Politely explain store policy, offer an exchange if expensive compared to other brands. possible, return if necessary and thank them for their Resolution: Highlight the unique features and benefits of the understanding. shoes, such as durability and comfort, and offer a loyalty discount if applicable. 5. Customer Angry About a Long Wait: Example: A customer is frustrated after waiting in line for a long time. Resolution: Apologize sincerely for the wait, thank them for their patience, and ensure they receive prompt and attentive service moving forward. Scenario 2: Upselling to a Hesitant Customer 1.Customer Interested in Basic Model: 2. Customer Concerned About Price: Example: A customer is looking at the basic model of shoes. Example: A customer hesitates to buy a more expensive shoe Resolution: Highlight the benefits of the higher-end model, due to the price. such as additional comfort features or better materials, and Resolution: Explain the long-term value and durability of the offer a special promotion “if any”. higher-priced shoe, and mention any financing or installment payment options “tabby”. 3. Customer Uncertain About Benefits: 4. Customer Needs Justification: Example: A customer is unsure if the higher-end shoe is Example: A customer needs a reason to justify spending worth it. more. Resolution: Demonstrate the unique features of the premium Resolution: Emphasize the health benefits of better foot shoe, such as superior arch support or enhanced breathability, support and the potential savings from fewer replacements, and and share positive customer reviews. offer a satisfaction guarantee. 5. Customer Focused on Immediate Need: Example: A customer is focused on their immediate need for shoes. Resolution: Show how the higher-end shoes can meet their immediate needs while also offering additional benefits, and mention any bundle deals or accessories. Scenario 3: Assisting a Customer with Special Requirements 1.Customer Needs Orthopedic Support: 2. Customer Looking for eco-friendly Shoes: Example: A customer requires shoes with orthopedic support. Example: A customer is looking for eco-friendly shoes. Resolution: Our shoes may not offer orthopedic support, but Resolution: Show them the eco-friendly options, explain the they feature advanced shock-proof tech. designed to absorb materials used, and highlight the recycling and sustainability impact and reduce foot strain, providing exceptional comfort. aspect. 3. Customer Requires Extra Wide Shoes: 4. Customer with Mobility Issues: Example: A customer needs shoes in extra wide sizes. Example: A customer has difficulty trying on shoes due to Resolution: Direct them to the available wide-fit options, mobility issues. provide assistance in trying them on, and ensure they are Resolution: Offer seating, assist with trying on shoes, and comfortable with the fit. suggest styles with easy closures like leases or slip-ons. 5. Customer with Sensory Sensitivities: Example: A customer has sensory sensitivities and needs soft, non-irritating materials. Resolution: Show them the shoes made with soft, seamless interiors, explain the benefits, and allow them to feel the materials. Scenario 4: Cross-Selling Accessories 1.Customer Buying Walking Shoes: 2. Customer Purchasing Casual Walking Shoes: Example: A customer is purchasing walking shoes. Example: A customer is buying casual walking shoes. Resolution: Suggest high-performance cotton walking socks, Resolution: Recommend a shoe care kit, including a cleaning explaining how they offer better cushioning and moisture-wicking brush and shoe spray, highlighting how it helps maintain the properties for long walks. shoes' appearance and longevity. 3. Customer Interested in Lightweight Walking Shoes: 4.Customer Looking at Walking Sandals/Slippers: Example: A customer is interested in lightweight walking shoes. Example: A customer is buying walking sandals or slippers Resolution: Offer insoles designed for extra comfort and Resolution: Recommend comfortable insoles or socks to support during long walks, explaining how they enhance the enhance walking comfort, ensuring a pleasant and different overall walking experience. experience during long walks. 5. Customer Considering Washable Walking Shoes: Example: A customer is considering washable walking shoes. Resolution: Recommend a cleaning spray to maintain the shoes’ stain-free and keep them looking fresh for longer.  Role Play The Situation: A customer is interested in purchasing a basic pair of shoes but is hesitant about the price of a more premium model. The Task: The sales representative needs to highlight the benefits and features of the premium model and justify its higher price. The Problem: The customer finds the price difference between the basic and premium models too high and not see the value in spending extra money. i. Provide the customer a solution, attempting to win over through exceptional customer experience. ii. Work in pairs, one essaying the role of a hesitated customer and the other offering exceptional customer experience.  Role Play The Situation: A customer is looking for shoes suitable for a specific medical condition. The Task: The sales representative needs to understand the customer's requirements and recommend the most suitable products. The Problem: The sales representative may not have sufficient knowledge about the medical condition and the specific features that the customer needs in a shoe. i. Provide the customer a solution, attempting to win over through exceptional customer experience. ii. Work in pairs, one essaying the role of a difficult customer and the other offering exceptional customer experience.  Role Play The Situation: A customer is looking for a wide shoes. The Task: The sales representative needs to understand the customer's requirements and recommend the most suitable products. The Problem: The sales representative may not have sufficient stock or this very size and the specific features that the customer needs in a shoe. i. Provide the customer a solution, attempting to win over through exceptional customer experience. ii. Work in pairs, one essaying the role of a difficult customer and the other offering exceptional customer experience. Q&A THANK YOU!