Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.
-
Upload
peregrine-griffith -
Category
Documents
-
view
212 -
download
0
Transcript of Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.
![Page 1: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/1.jpg)
Welcome!Living the Golden Rule;
Providing Excellent “CUSTO-HUMAN”
SERVICE
![Page 2: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/2.jpg)
The Customer/Human Service Approach
•Customer: From the root word “Custom” defined as a way of behaving.•Human Service: Could be defined as serving humans
![Page 3: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/3.jpg)
First Impressions Last
Create a Welcoming Presence
•Use Friendly Body Language - Smile!
• Prompt Greeting•Avoid Social Media & Cell Phone
![Page 4: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/4.jpg)
When we’re treated right, we usually tell our friends…
When we’re treated wrong, we usually tell our friends, co-workers, people we meet in the store which should not be named, etc…
![Page 5: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/5.jpg)
First Impressions are also formed on the phone.
How well we speak
How well we listen
The words we choose
![Page 6: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/6.jpg)
Use what you learned as a child• Be Courteous• Say Please and Thank You• Say “Yes” not “yeah”• Be Positive• Say I’m sorry• Be knowledgeable • Offer to help• Use Sir or Ma’am or use the person’s name if you know it
![Page 7: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/7.jpg)
Attitude is Everything…Good or Bad!•Keep an Open Mind•Do NOT Stereotype•Appreciate the good in people•Believe in yourself•Believe you can make a difference
![Page 8: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/8.jpg)
Add Welcoming Words
•Say, “Yes, I’ll be happy to!”•Sure I can.•Absolutely!•Definitely
![Page 9: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/9.jpg)
Avoid using Jargon, Slang, Company Terms or Technical Language
Your customers won’t know what you’re talking about.Match your customer’s level of comprehension without being condescending.Incorporate proper grammar; say “Good morning, welcome to (Insert Agency Name Here). How are you today?” Not this:
![Page 10: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/10.jpg)
Do Say…•How can I help you today? •Tell me more about…•Focus entirely on the customer •Listen Completely, make eye contact, nod, say “uhmm” or “hmm”•Acknowledge objections
![Page 11: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/11.jpg)
When a Co-Worker is Unavailable
•Say, “I’m sorry, Chris is not available today, may I take a message or would you like…” •Don’t say, “Chris hadn’t made it in yet.” or •“He’s on break” or•“She’s out to lunch” or my personal favorite…•“I D K where he is.”
![Page 12: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/12.jpg)
Be the One! Initiate Honest, Respectful and Thoughtful Communication
• Identify Needs•Be a problem solver•Be Trustful•Don’t leave people waiting too long, check in
frequently.•Be Considerate, say, “I’m sorry to hear that, what can I
do to help you?”
![Page 13: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/13.jpg)
Customer Service is Building Relationships!
•Establish Rapport•Interact Positively•Identify Customer’s Needs•Make the customer feel valued
![Page 14: Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.](https://reader031.fdocuments.in/reader031/viewer/2022032605/56649e755503460f94b767bb/html5/thumbnails/14.jpg)
Notes to Self:
•Who are my customers?•What do they expect from our business/agency?•How do our services help them? How can I make a difference?•How can I use these answers to establish rapport? Build Relationships?