5. Definition
Attitude: The mental reaction towards external stimulators.
Attitude
Behaviour: The Physical reaction towards external stimulators.
Habit = Knowledge (what to do) + Skill ( How to do) + Desire (want to do)
7. Your Attitude
Your Career success depends upon your technical
skills and human relations skills.
Building good human relationships require a
positive attitude.
8. Your Attitude
Changing your attitude does not mean you change your
personality.
It simply means that you think, feel and appear positive
about the task on hand.
Having a good attitude makes everything else come
easier!
The more you focus on the positive factors of your
environment, the easier it is to remain positive.
9. The Circle of Concerns & The Circle of Influence
Circle of Concerns
Circle of Influence
10. The Circle of Concerns & The Circle of Influence
Circle of Influence
Circle of Concerns
11. The Best
Empathy – The ability to understand the mood of others
Discipline – The ability to work systematically and
consistently
Command – The ability to control a situation through
communication
Responsibility – The ability to own a problem until it is
solved
12. The Best
Leadership: Directing and Moving your people into a
common goal
Effectiveness: Doing the right thing.
Efficiency: Doing the thing right.
Efficacy: Doing the right thing right.
13. The Maturity Continuum in Attitude
Level 1. Dependence (The Attitude of You)
Level 2. Independence (The attitude of I)
Level 3. Interdependence ( The Attitude of We)
The Seven Habits of highly effective People
Steven Covey
18. Word of Wisdom
“If you are not able to communicate successfully
with yourself, how are you supposed to make it
with the strangers outside?”
19. Perceptions
PERCEPTION is how you receive messages
from the world around you, arrange and
interpret those messages so that they mean
something to you.
24. Word of Wisdom
“You do not live in an unjust world created by
others….For the most part, you live in a world
created by your attitude”
Ken Standley
28. The Science Of Listening
Why do we listen?
Hearing is
Physiological
*
Listening is
Psychological
29. Levels Of Listening
Empathic
Attentive
Selective
Ignoring
Pretending
Listening
Listening Has the intension
to understand
Paying attention on the words
said
Listening to some parts of the conversation
Not listening but trying to show the other person that he listens
Not really listening at all.
30. Listening Behaviors
Focus Focus: when you are practicing focus,
imagine that your lips are zipped. Try to
listen as much as you can without
interrupting the other person or be in a
hurry to reply.
LISTEN Reflect: It’s either done by words and
body or by asking questions.
Summarize: restate what the other
Summarize Reflect person has said to confirm your
understanding.
“you can not truly listen to anyone and do anything
else at the same time”
Role Play
31. Active Listening
Learn to listen
Great Listening is what enables you to talk to people with their own terms.
Make sure that you maintain eye contact throughout.
Make it clear to those who want to talk to you that you have blocked off your
time for their benefits.
We can speak at a rate of over 100 words a minute, but we can listen at
more than twice that speed.
We Were given two ears and one mouth because listening is twice as hard as
talking
32. Paradigm Shifting
In Most cases your empathic listening will drive
you into a total paradigm shifting
Try and See!!!
The Seven Habits of Highly Effective people
Steven R. Covey
35. Speaking Behaviors
Organize Organize:
Determine the other’s needs
Decide what results you want
Plan key points
Speak Express:
Give a back ground on the topic
State and support the idea
Address the other’s concerns
Check Express
Check:
Check their understanding
36. Action
Listen Speak
Linking the Rings Role Play – Chess Movie
37. Non Verbal Signals
In person On the phone
Tone of voice = 38% Tone of voice = 86%
Body language = 55% Words = 14%
words = 7%
38. A Question to Answer
What is the shortest word in the English language that contains the
letters: ABCDEF
FEEDBACK
39. The Sandwich Technique
The Feedback process:
1. Give balanced feedback starting with positives
2. Give feedback at the appropriate time
3. Share The Problem
4. Criticize the performance not the performer.
5. Give feedback on thing that can be changed
6. Be specific
7. Check to ensure understanding.
40. Barriers Of Communication
Shyness Lack of Appearance (Hygiene Problem)
Fear Lack of Sense of Humor
Careless Lack of Self Confidence
Over Reacting Body language Not using Speaking Behaviors
Unexpressive Tone of Voice Inflexible Mind
Lack of Charisma Insufficient General Knowledge
42. What is Customer Service?
The activities that support orders, including application, advice,
configuration, order processing, handling, post-sale communication
and special services. The primary objective of customer service is to
increase customer satisfaction, operational efficiency and customer
loyalty.
A series of activities designed to enhance the level Of Customer
satisfaction before, during, and after a purchase.
43. Importance of customer service in
business life.
It's the front image of any powerful organization and it's also a
function of an organization that interacts with customers,
respond to inquiries or complaints.
Can also describe the positive attitude of an organization
towards its client base, and taking active steps (as opposed to
always Reacting) to improve product or service delivery.
45. What is a Customer?
The person (s) next in line who receives your
output. Whether the customers are internal or
external to your organization, they use this
output as an input to their work process (es).
Almost anyone you interact with is a customer.
46. External Customer.
we are most familiar with external customers as
an organization; we want to get new customers
with whom we can do business and keep them
47. Keeping customers requires efforts ?
You must listen to your customer
You must speak to your customer
You must continually provide an exceptional
service to your customers
48. Internal Customer
Internal customers are people or parts of the organization to
which we supply products and services. To be successful in
our jobs we need our internal customers to be successful in
theirs. For Example, we all want the payroll department to be
successful! However, if the payroll department is continually
attacked and not supported by the organization they will
become de-motivated and less successful.
49. Internal Customer
If we see people in the business context as "Customers", this
will have a positive impact on how we behave and
communicate. If we view people with whom we work as
customers, and not subordinates or bosses, we will behave
and communicate with them differently.
50. What is A "CUSTOMER" for us?
The one who pays us our salaries. To deliver
our services to him in a way that exceeds his
expectations, In order to reach his full
satisfaction and delight.
51. Classify and categorize your customers.
The most important way to provide an excellent service is to
classify your customer, in order to deliver your services to
him in the way that he likes.
(New customer, Occasional customer, Regular customer, Super User).
Also, you have to categorize your customer’s needs.
(Time-service-price).
52. Understanding your customer's business & culture
Based on the previous point, to gain a wonderful
communication and relationship with your customer,
you need to study him by understanding his culture, his
business needs and value
So you can talk the same language, and reach the target
point:
(CUSTOMER SATISFACTION)
53. How to deal with a different type of Customers?
First time Customer Expert Customer
Hesitated Customer worried Customer
Angry Customer Happy customer
Occasional Customer Super User
54. GOLDEN RULE
Instead of giving all your customers the same
thing [s], how about redesigning your offering
to suit specific groups of customers?
This way, you win the loyalty of your customer
and make more money.
55. How to gain the Customer Loyalty?
The 1st rule for gaining the customer loyalty is to
build a base of TRUST with him; Honesty is the
most important point to deal with a customer.
The 2nd rule is to meet the customer needs and
expectations, and always put yourself in his situation
(happiness and anger).
56. How to gain the Customer Loyalty?
Feedback: keeping your customer aware of
his business status, by providing him with the
correct feedback, makes the customer feels
relax, and using our services is an added value
for his business.
Try to remember his special events (if it’s
possible), and send him a greeting card.
57. How to WOW a Customer?
Be proud of your work. Love what you do.
Learn everything about your business, so you
can provide him an excellent service.
Help your colleagues serve their customers.
58. How to WOW a Customer?
Ask for help when you are stuck.
Treat your customer just as you would like to
be treated.
Your customer can tell you how good your
service is. ASK!
59. How to WOW a Customer?
Learn about your customer’s business.
Thank your customer whenever you have an
opportunity
Set up a system to capture and review
customer comments
60. How to WOW a customer?
Say “I apologize” when the customer
complains.
If you can save your customer some money,
just do it
Make every visit as a 1st time visit.
62. The Result
The result of these steps is to create what we call!!!
A Magical Moment
from the 1st visit
63. Key Elements.
* Greeting the customer:
Your greeting may be the first direct contact with a potential customer.
In person
Answering the phone
Taking messages.
65. Key Actions
* Avoid these Phrases
“No.”
I don’t know.”
“I Can’t.”
“We don’t do that.”
66. Key Actions
• Avoid these Phrases
“It’s not my job.”
“You‘ll have to…”
“Why didn’t you…”
You should have…”
67. Four Questions to evaluate your job.
Do I treat customers differently?
Do I learn from my customers?
Do I keep my customers?
Do I organize around customers?
68. THE GOLDEN RULES
Instead of being interesting be interested
Listening to Customers is much better than
talking to them
70. The meaning of Customer Satisfaction
S
A
C T
U I
S S
T F
O A
M C
E T
R I
O
N
71. Satisfied Customers
Customers will spend up to 10% more for the same
product with better service
Customers who receive good service will tell an average
of 5-8 other people
82% of customers who complain and are satisfied quickly
remain loyal.
72. Dissatisfied Customers
On average, twice as many people are told about poor
service as they are about good service.
It is five times more expensive to attract a new customer
than to keep an existing one.
74. * Make Commitments
Work hard to manage the customer’s
expectations.
Assures customer that action will be taken
within a specific time frame.
75. Meet Commitments
A kept commitment BUILDS trust
A missed commitments DESTROYS trust
76. Attention!!!
The greatest danger for most of us is not that
our aim is too high and we miss it, but that it
is too low and we reach it
Michelangelo
