CONSULTING
SIMPLE ACTIONS – BIG RETURNS
HOW DOES SERVICE AFFECT MY BUSINESS
•
Customers will spend up to 10% more for the same product
with better service.
•
When customers receive good service they tell 3-4 people on
average.
•
When customers receive poor service they tell upwards of 20
people
•
There is an 82% chance customers will repurchase from a
company where they were satisfied
•
There is a 91% chance that poor service will dissuade a
customer from ever going back to a company
•
A 1 star drop on a review site can affect a businesses
revenue by 5%-9%
Verbal and Non Verbal Communication
THE BREAK DOWN
7%
55% - Body
Language
38% - Tone of
voice
7% - What we say
38%
55%
THE RIGHT BODY LANGUAGE
•
•
•
•
•
•
•
Smile
Eye Contact
How you look
Attentive
Hand Gestures
Personal space
Posture
The Wrong Body Language
•
•
•
•
No Smile
Shirt not Ironed
Not Attentive
Poor Posture
20% of customers say
McDonalds staff
Rude or Uninviting
TELEPHONE ETIQUETTE
It’s Not What You Say, It’s How You
Say It
• The moment you pick up a telephone, body language
and visual perceptions disappear and your tone of
voice becomes dominant.
• Pick up the phone in three rings – A Must!
• Greet the caller – What do we say
• Give your name - Why
10 THINGS NEVER TO SAY
1.“No.”
2.“I don’t know.”
3. “That’s not my job./That’s not my
department.”
4.“You are right – that is bad”
5. “Calm down.”
6. “I’m busy right now.”
7. “Call me back.”
8.“That’s not my fault.”
9.“You need to talk to my supervisor.”
10.“You want it by when?”
Verbal Communication
Do’s and Dont’s
“I don’t know.”
“I’ll find out”
“No.”
Wrong Approach
“What
Polite & Friendly
IAlternative
can do is”
“That’s not my job.”
the right person to help you”
“You’re right – this is bad.”
understand your frustrations”
“That’s not my fault.”
“You need to talk to my manager”
“Let’s see what we can do about this.”
“I can help you”
“You want it by when?”
“I’ll try my best”
“Calm down.”
“I’m sorry”
“I’m busy right now.”
“I’ll be with you in just a moment”
“Let me get
“I
Workshop 2
Apologize
Take Action
Show
Compassion
Provide
Compensation
Follow-Up