Customer Relations & Handling Complaints

2. CUSTOMER & STAFF RELATIONS
 Customer relations are the relationships
that a business has with its customers and
the way in which it treats them.
 Good customer & staff relations require
courtesy, professionalism and effective
response.

3. 2 Types of Customers
 EXTERNAL CUSTOMERS
 INTERNAL CUSTOMERS

4.  Public Relations Officer
 Shock Absorber
 Mediator
 Salesman
 Information Gatherer

5. Excellent Verbal
Communication Skills
Productive
Excellent Non-Verbal Relationship
Communication Skills with
Customers
Excellent Listening
Skills

7. Body Language
Volume Cues
Non-Verbal
Behavior
Appearance
and Grooming
Miscellaneous
Cues

8. Body Language Volume Cue
• Eye contact
• Pitch
• Posture
• Volume
• Facial
expression • Rate of speech
• Gestures • Voice quality
• Articulation
• Pauses
• Silence

9. Non Verbal Communication with
Customers
Appearance and Miscellaneous Cues
Grooming
• Hygiene (regular • Personal habits
washing and
• Proper
combing of hair,
use of mouthwash etiquette and
and deodorant) manners
• Clothing and
accessories

12. Appearance
 Positive
 Uniform Worn with Pride – Badge of
Professionalism – Clean, Neat, Fresh-
Looking at All Times
 Good Grooming – hair neatly cut and
combed, Nails are clean and trimmed, no
nail polish
 Teeth are clean, brushed and flossed
 Clothing Fits Properly
 Shoes are shined and in good condition

13.  Attentiveness
 Preparedness
 Loyalty
 Honesty
 Politeness

14.  Honesty
 Honesty instils trust
 Politeness
 Ready to Assist from opening doors,
helping guests with chairs, packages,
helpful attitude
 Polite words and deeds and considerate
actions

15.  Dependability
 Accomplishing what’s promised
 Fulfil commitments and to work on time
 Composure
 Unobtrusive service
 The Front-of-the-House is not a place for
chatting.
 Speak only about business, the job at
hand

16.  Sensitivity
 Needs of the Guests are paramount
 Avoid discriminatory remarks and uncalled-for
comments
 Tact
 The innate ability to say or do the right thing at
the right time without giving offense to others.
 We are all diplomats in our own right and little
ways

17. Positive Negative
• Brief eye contact • Yawning
• Eyes wide open • Frowning or sneering
• Smiling • Attending to matters other than
the customer
• Nodding affirmatively
• Leaning away from customers as
• Expressive body gestures he/she speaks
• Open body stance • Subdued or Minimal hand
• Listening actively gestures
• Remaining silent as • Staring blankly or coolly at
customer speaks customers
• Interrupting
• Gesturing with open hand
• Pointing finger or object at
• Clean, organize work area customer
• Disorganized, cluttered work
space

19. • Plan your messages
Communicating • Greet customer warmly
Positively… and sincerely
• Be specific
• Use “small talk”
• Use simple language
• Paraphrase

20. • Ask positively phrased question
(Instead, “Why do you feel that
way” ,
Communicating
Use: What makes you feel that
Positively…
way? Instead, Why do you want
that color, use : What other
colors have you considered?)
• Communicate to your customer’s
style
• Agree with customers
• Solicit customer feedback and
participation

21. Words and phrases
that BUILD relationship:
Please
Thank you
I can or will
Communicating
How may I help?
Positively…..
I understand how you feel
You’re right
May I
Would you mind…..
I apologize for….

22. Words and phrases that
DAMAGE relationship:
You don’t understand
You don’s see my point
Avoiding Hold on a second
Negative Our policy says (or prohibits)
Communication That’s not my responsibility
What you need to do is…..
Why don’t you
The word “problem”
The word “but”
The word “no”

24. MOMENT OF TRUTH
The precise instant a customer comes
into CONTACT WITH ANY ASPECT OF
YOUR BUSINESS and, on the basis of that
contact, FORMS AN OPINION ABOUT THE
QUALITY OF YOUR SERVICE and
potentially, THE QUALITY OF YOUR
PRODUCT.

25. CUSTOMER SERVICE PERSPECTIVE
THE CUSTOMER
SALES/SERVICE PEOPLE
SUPPORT GROUPS
SUPERVISORS
MIDDLE MANAGEMENT
TOP
MANAGEMENT

26. WHY CUSTOMERS QUIT
Die 1%
Move Away 3%
Other Friendships 5%
Competitive Reasons 9%
Product
Dissatisfaction 14%
Attitude of Indifference
toward the customer by
some employee/s 68%

27. ATTITUDE
A mental
disposition
regarding a
certain
object,
person or
situation.

28. Service Recovery Strategy
Express Listen to Uncover the
respect understand expectations
Outline the Take action Double check
solutions and follow for satisfaction
through

31.  Hot – Tempered
 Argues with
Everyone
 Looks for
opportunities to
fight
 Interrupts You
 Is largely
inconvenienced by
small things

32.  Don’t Argue
 Don’t Trade Insults
 Don’t Be Sarcastic
 Fix the Problem
 Apologize but don’t
grovel
 Don’t Blame your
Organization
 Agree to a Solution
(and DO IT)

33.  Is a Show Off
 Needs to
Feel
Important
 Feels above
the Rest

34.  Flatter Her
 She has reached
the right
decision
 Her Good Taste
 Stay Calm,
polite , helpful
and friendly

35.  Don’t be
intimidated or
bullied
 Treat her with
respect even
when....!
 Don’t put her
down
 Agree to a course
of action and
stick to it

36.  Loves to chat and
share his life story
 Doesn’t get
straight to the
point
 Tells you more
than you need to
know
 Is difficult to get
to focus

37.  Treat him
sensitively
 Acknowledge
what he says
 Interrupt
politely
 Watch your body
language

38.  Is a Show Off
 Needs to
Feel
Important
 Feels above
the rest

39.  Take a deep
breath
 Remember
PERFECT
 Don’t be
submissive
 Don’t Rush Her

40.  Don’t be bullied
 Don’t
overcompensate
 Set out all the
options, benefits
and drawbacks
 Let the Customer
Decide

41.  I’m sorry
 For you
 What can I do for you?
 Let me fix this for you
 How can I help you?
 What can I help you with?
 Let me find out.
 Let me take care of that for you.
 Let me get some help for you.
 Let me show you what we have.

42.  I don’t know
 We don’t have it.
 We can’t do that.
 I just work here.
 This isn’tmy section.
 Don’t blame me.
 My last customer was…
 My boss is on my case.
 I can’t wait to get out of here.
 I haven’t had lunch yet.

43.  Say what you can do…not what
you can’t do!
 Say “I’ll do my best…” or “Let me
see what I can do…”
 Offer options

45.  Is part of our business – not an outsider.
 A customer is not just money in the cash
register. They are human beings with feelings
and deserves to be treated with respect.
 Is a person who comes to us with their needs
and wants. It is our job to fill them.
 Deserves the most courteous attention we can
give them. They are the lifeblood of this and
every business.

46.  Is the most important person in any
business
 Is not dependent on us. We are
dependent on them
 Is not an interruption of our work, but
the purpose of it
 Does us a favor when they come in. We
aren’t doing them a favor by waiting on
them

48. There is
nothing as
nice as a
cheerful
word of
greeting.

49. It takes 72
muscles
to frown,
only 14 to
smile.

50. The sweetest
music to
anyone's ears
is the sound of
his own name.

51. If you want
friends,
you must
be one.

52. Speak and
act as if
Everything
you do is a
joy to you.

53. You can like almost
everybody if you try.

54. And Cautious
with Criticism...

55. There are
usually three
sides to a
controversy:
Yours,
the other
fellow's and
the right side.

56. Often it is
appreciated
more than
you know.

57. a good
sense
of
humor,

58. a huge
dose of
patience

59. and a dash of humility.

60. This combination will open
many doors and the
rewards will be enormous.

61. Email: vannj@msn.com