Body Language

Written by Drew. Posted in Customer Service Principles.

This 16 page self help workbook describes the importance of body language in providing outstanding service to your customers. It will help you to identify gestures that you use that your customers may find rude or offensive. Or, use it to train your staff on the importance of body language in delivering outstanding customer service.  

Only $5.99

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Body Language
Introduction
In the space below write down what you understand is meant by the term Body Language.
 
 
Your definition should read something like “non-verbal means of communicating through gestures and other body signals”.
Have you ever been in the situation when you really didn't believe what someone was saying?  Did you have a sense that something didn't ring true or a gut feeling that all was not right?  Perhaps they were saying, "Yes" yet their heads were shaking "No"?
The difference between the words people speak and our understanding of what they are saying comes from non-verbal communication, otherwise known as "body language."  By developing your awareness of the signs and signals of body language, you can more easily understand other people, and more effectively communicate with them.
There are sometimes subtle, and sometimes not so subtle, movements, gestures, facial expressions and even shifts in our whole bodies that indicate something is going on.  The way we talk, walk, sit and stand all say something about us, and whatever is happening on the inside can be reflected on the outside.
By becoming more aware of this body language and understanding what it might mean, you can learn to read people more easily.  This puts you in a better position to communicate effectively with them.  What's more, by increasing your understanding of others, you can also become more aware of the messages that you convey to them.
There are times when we send mixed messages – we say one thing yet our body language reveals something different.  This non-verbal language will affect how we act and react to others, and how….
 

BUY this practical workbook NOW to train you and your staff on the importance of Body Language in delivering outstanding customer service.  The workbook includes sections on cultural differences of gestures, clusters of gestures, gestures in context, shaking hands, personal space, mirroring, identifying offensive gestures, and typical body langyage displayed by people who are: Confident, defensive, disengaged, lying and reflective.  The workbook also includes an employee sign off.
 

 

22/02/2013 12:41

Customer Care Standards

Written by Drew. Posted in Customer Service Principles.

Standards of behaviour for for you & your staff to provide outstanding service to your customers. Choose the minimum standards of behaviour, from our selection, that can be used by all your employees.  

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Customer Service Standards of Behaviour
A written set of customer service standards will not only provide an organisation with a set of goals, it will set benchmarks that can be used to monitor and improve service standards.  They provide staff with a minimum set of best practice standards that apply to all their work practices.

 Written standards are a valuable training resource, they help ensure that service is not only high, but also uniform across an organisation and also help to ensure that employees know what is expected of them.  Every person delivering customer service for your company is also a customer of other businesses, so they already know what good and bad service is all about from the customer perspective.It’s up to the supervisor or manager to help them translate that inherent knowledge into practical service applications.

Your company’s standards of service are what get remembered long after your product reaches its limit of usefulness, or your service has been delivered.  How those products or services were delivered is what will determine whether the customer comes back for more, and whether they bring their friends, family and colleagues back with them.

 Having standards of behaviour sets the rules or boundaries for all staff.  These rules can also protect staff.  For example, they could set a point at which a difficult complaint or issue should be escalated to a supervisor or manager. 

Without standards of behaviour a business is leaving it to the employees to deal with customers as they choose…

BUY this article NOW and choose from our 19 customer care standards of behaviour that best suit your organisation.

 

19/02/2013 13:06

Customer Service Fundamentals

Written by Drew. Posted in Customer Service Principles.

This comprehensive customer service self-help workbook will give you the skills and behaviours you need to provide outstanding service to all your customers. Or, use it to train your staff on how to deliver outstanding levels of customer service to all your customers. Practical exercises enable the user to step-by-step develop the skills and behaviours required to deliver awesome customer service.

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Customer Service Fundamentals

Introduction
Who are your customers?  In the space below, write down who you think your customers are.

 

Regardless of your position in the organisation where you work, you are involved in serving the customer in some way.  If you are in retail sales you are dealing directly with your customers.  If you work in accounts or in a factory you may not be dealing directly with customers, but you will be supporting those employees who do, or you will be dealing direct with other customers of the Company – the suppliers of goods and services for instance.

In effect, there two types of employee:
 (1)     Those who are dealing with customers directly.
 (2)     Those who are supporting these employees.

There are also two types of customer:
 (1)     External Customers – a person buying goods and services.
 (2)     Internal Customers – your work colleagues.

Regardless of your position in the organisation, you are required to provide quality customer service to your customers.  This workbook will help you delight all these people by giving you some strategies to provide awesome service to them!....

BUY this workbook NOW to ensure that you and your staff fully understand the importance and can apply the fundamentals of Customer Service.  Other topics covered in this workbook include What is Customer Service?, Principles of Customer Service, Creating Satisfied Customers, Attributes of Outstanding Customer Service, including Smiling, Greeting the Customer, Tone and Manner, Eye Contact, Courteous Approach, Body Language and Taking Personal Responsibility.

 

 

22/02/2013 12:37

Customer Service Skills and Skills Appraisal

Written by Drew. Posted in Customer Service Principles.

Use this appraisal to measure your customer service skills and how well you deliver outstanding service to your internal and external customers.  The apprasial will help you to identify areas where you and your employees can improve the service you provide to all your customers. This article includes 20 detailed tips on how to improve your customer service skills and the customer service skills of your staff.

Only $1.99

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Customer Service Skills Appraisal
There are millions of service transactions every day.  We live in a service economy with many people employed in some kind of service giving job, which is why you are so important to the economy and the success of your organisation.

 This appraisal has been designed as a self-appraisal of a person’s customer service skills.  However, it can be effectively used to determine the customer service skills of other supervisors or managers and identify areas for improvement.

 Listed below are key customer service skills attributes.  Read each attribute carefully and rate yourself on how well you carry out that attribute every day.  Be honest with yourself.  If you have difficulty with scoring some of the attributes, ask for feedback from your colleagues, or other members of the management team, or members of your own team.

Key Performance Indicator 1    2    3    4    5   
1. I have a clearly defined approach to customer service.          
2. I am a role model for my approach to customer service.          
3. I smile and greet every external customer.          
4. I smile and greet every internal customer.          
5. I use the customer's name whenever possible.          
6. I am friendly towards all customers.          

 

 

 

 

 

 

  A MUST HAVE article for all businesses that want to improve customer service levels.  BUY this practical, easy to use appraisal NOW to use the 37 items in the appraisal to measure your customer service skills, or those of your staff.

 

17/02/2013 13:30

Listening Skills Workbook

Written by Drew. Posted in Customer Service Principles.

 This practical workbook describes and teaches you how you can improve your listening skills. Great tips, listening games, and techniques that you can apply to your internal and external customers + a self appraisal to measure how well you listen to others. Use it to train your staff on how they can become more effective and active listeners.

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Effective Listening Skills
The most important communication skill for you to develop is listening.  On average at work you will spend your time:
1.    9% writing,
2.    16% reading,
3.    25% talking, &
4.    50% listening.
Research shows that most people do not listen very well.  The average person is able to effectively retain about 25% of what they hear.  However, by learning to use better listening techniques this can increase to 85% to 95%.
                                                                                                                 From The Art of Giving Quality Service by M. Gober & B. Tannehill.
There are a number of reasons why people find it difficult to listen including:
1.    We are not taught how to listen, so we grow up with the idea that listening is passive, and that we can best get what we want in the world by talking not listening.
2.    We can hear at the rate of about 500 words a minute, yet most of us speak at about 125 words a minute, so it is hard to keep our minds on what other people are saying when there is that sort of gap.
3.    We spend little time evaluating or refining our listening skills, unlike the time we spend editing and reworking writing skills, or rehearsing a public speech or presentation.
4.    Listening is hard work, and it is easy to switch off and “listen” to the chatter inside our heads instead of what the other person is saying.
It is said that you have 2 ears and one mouth and they should be used in that proportion.  Listen twice as much as you talk!
By listening attentively and with empathy you will eliminate many misunderstandings, arguments….

 If you BUY this fantastic Listening Skills workbook NOW you will learn the Benefits of effective listening, Effective listening techniques and the Barriers to effective listening.  Also included are 4 Listening games, a Listening skills appraisal for you or to be used to assess the listening skills of your employees, and a workbook Employee evaluation, acknowledgement & sign off. 

This is a must have workbook for all people involved in providing service to customers.

 

22/02/2013 12:46

Satisfying Customer Needs

Written by Drew. Posted in Customer Service Principles.

Practical & proven techniques in this 15 page self help workbook will give you the skills to satisfy the needs & exceed the expectations of your customers. Or, use it train your staff on how to effectively satisfy customers needs and exceed their expectations. 

Only $5.99

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Satisfying Customer Needs
Introduction
Satisfying a customer’s needs can be relatively straightforward.  However, if you want to stay one step ahead of your competitors, you need to go beyond satisfying customers’ needs by exceeding their expectations.
Your aim should be to leave every customer satisfied and delighted:
·      Delighted with your company
·      Delighted with your products and services
·      Delighted with YOU!
Many customers of successful businesses keep going back to those businesses because of how good the staff are.  Customers love a friendly approach and dealing with people who are genuinely concerned about helping them.
Quite often this will be in spite of the fact that there are competitors who have a cheaper price and may also have a larger product range.
This illustrates that it is not the product that counts in business.  The quality of the product is not negotiable.  If it is not up to standard, you don’t get “onto the shopping list”.  Once on the shopping list, a business must distinguish itself.  To distinguish itself and stand out from the rest
Service is the key.
It is the quality of service that your customers receive that puts your Company ahead of the…..

 
BUY this excellent training workbook NOW to train your staff on Satisfying Customer Needs.  The workbook includes sections on: Your requirements to satisfy and exceed customers’ needs, Attitude, Training, Product knowledge, Customers’ needs, Action steps to satisfy customers’ needs, Listening and listening improvement strategies, Taking action, Follow up and concludes with an Employee sign off.

 

22/02/2013 12:44

Telephone Techniques

Written by Drew. Posted in Customer Service Principles.

The techniques in this 13 page self help workbook, will improve your communication skills on the telephone & will assist you to provide outstanding service to all your customers on the phone. Or, use it to train your staff on how to use the phone to provide outstanding service to all their customers.

Only $5.99

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Telephone Technique
This self-help workbook has been designed to train you in techniques for the effective use of the Telephone.
Once you have read the workbook and completed every exercise you will know the correct Telephone Technique required to
1.       Receive a call
2.       Make a call
3.       Put a caller on hold
4.       Transfer a call
5.       Leave a message
6.       Leave a message on an answering machine
7.       Take a message
8.       Close the call.
The contents of this workbook are concerned with how to speak on and use the telephone to delight customers.  It is not concerned with how telephone systems and handsets work.
Read the workbook thoroughly and then complete all the exercises in order.
 
Your Telephone Manner
Customer Care applies to the way you treat customers and each other whether in person or on the telephone.
Correct use of the telephone is essential if you are to be successful in business.  The telephone is one of your most useful tools; however, if used incorrectly it can also be one of your greatest threats.
To determine what your behaviour is like on the telephone, complete the “How Do You Shape Up?” checklist on the following page.  Answer it honestly about how you behave most of the time when using the telephone….

If you BUY this workbook NOW you will get exercises and techniques to improve: Voice quality, Pitch and tone, Smile in your voice, Speak clearly, Speed of speech, Volume of speech.  In addirtion you will get practical Tips, techniques and exercises on: Receiving a call, Making a call, Putting a caller on hold, Transferring a call, Leaving a telephone message, Taking a message, Closing a call.  The workbook also includes an Employee sign off.

 

22/02/2013 12:39