SNAG - Customer Basics

7/28/2019 SNAG - Customer Basics

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SNAG-GER Customer Basics

Customers are like you. Please understand that they like to be treated the way you

would like to be treated.

Keep the Basics in place and you dont have to worry about

anything.

1. APPREANCE first impression last a long time

a. Grooming

b. SMILE

c. Warmth

d. Enthusiasm

e. Greeting

2. ATTITUDE a learned behavior,

makes it positive

a. Think as a You to be a Customer

b. Do, provide as you would for Yourself

c. Be, as you would when you see

Yourself in the mirror

3. COMMITMENT my pledge to service and

build Brand Image

a. Offer Service thats your

responsibility

b. Offer Enthusiasm thats your extra

mile

c. Offer Support be there to provide options for an action

d. Offer Information be able to inform the customer at all stages

4. COMMUNICATE Active Listening and positiveresponses

a. Listen : Lead, Inquire, Silent, Tabulate,

Express, Note


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b. Repeat : Repeat what has been told to you

c. Validate : Validate what information you have gathered by asking

feedback

d. Inform : please inform them according to the information you have in

hand, ho you can help them?


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SNAG-GER Ideas to boost CustomerExperienceCustomers do not mind spending, but they spend for an experience not for your

service alone.Here are four ways of boosting the Customer Experience:

Tip One: CUSTOMER EXPERIENCE

The term customer service connotes that a customer contacts you with aproblem, which you then resolve. Of course, you need to know how to resolveproblems. Yet to win loyalty, you should think in terms ofcustomerexperience management, not problem resolution.

Tip Two: BE PROACTIVE

If you sit back and wait for your customers to contact you with inquiries or concerns,you will miss 80% or more of the opportunities to build customer satisfaction.

Personally Call: Call the customer by their names andcomfort them with your smile. They are engaging withyou for their reason but YOU should become the reasonfor their repeated visits

Collect Information: Inquire about the customer, get therequired information. Do not interfere when Customer isoffering information. Ask the detail you have notreceived, before you process their request

Create Options: Be proactive in creating options whichare available, within their convenience

Reward them: Always keep a secret surprise optionready for customers, they should feel rewarded

Tip Three: UNDERSTAND THE CUSTOMERS LIFE-CYCLE

Customers are people who when decide to stay will remain. But understanding thelife cycle of a customer will help you define their importance in keeping thebusiness consistent.

Some customers gain one-timers, some are specific transaction guests and someare experience owners.

The experience owners are your Brand Ambassadors for your future customers.They are the most essential. They will not mind waiting but will wait for you toservice them, no one else. To them you represent the BRAND, you are the BrandAmbassador for them, so dont fail them.

Tip Four: YOUR INTERNAL COORDINATION IS YOUR EVALUATOR

Customers sitting on the other side are evaluators of your behavior. They areimpressed only if there is consistency and uniformity in the behavior andmanagement from You and your Team..

So You as a Team should be uniform in Your approach make the Brand standapart

People will forget what you did, but people will never forget how you madethem feel.


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SNAG-GER Telephone Etiquette

It is important to follow the basic telephone etiquette as our voice plays a veryimportant role in creating an impression of our personality, education, family

background as well as the nature of job we are engaged in. The person giving theinformation is called the sender and the second party is the recipient.

1. Always remember your voice has to be very pleasant while interacting with

the other person over the phone

2. Never call any person at odd hours like early morning

or late nights

3. Always ask Am I speaking to Mike? or Is this Jenny?

before starting the conversation

4. Always say Is it Ted?, and do ask him, Is it the good

time to talk to you? and then start communicating.

5. Make sure your content is crisp and relevant

6. Never put the second party on a very long hold

7. While interacting over the phone, dont chew anything

or eat your food

8. Reconfirm with the receiver whether he has downloaded the correct

information or not and do end your conversation with pleasant words like

Take care, nice speaking with you and a warm bye.

9. The person on the other

hand cant see your

expressions so remember

your tone should be apt to

express your feelings in the

correct form

10.Dont take too long to pick u

any call.


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SNAG-GER Choose your WORDS

WORDS AS AN INFLUENCER AND DEEP TRENCH

CREATOR

It is, in fact, possible for a customer to have a positive feeling about a company

even if she doesn't get what she wants. And that is where words make a big

difference:

- People respond positively to words

that are active rather than

passive. There is a world of

difference between "I can" and "I

will."

- Words of genuine compassion and

empathy suggest that you are not

just carrying the company line or

reading from a memo.

- Delivering those words in a

cheerful, upbeat, and most

importantly, natural manner (appropriate to the circumstances, of course)

They are ridiculously simple, yet potent tweaks to the normally gray, predictably

mundane language of customer service:

"Delighted"

"Absolutely"

"Pleasure"

"Happy"

"Sorry"


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"Yes"

Think of the passive catch-all, "Let me see what I can do," which sets the customer's

expectations somewhere between low and zero. But change that to "I'd

be delighted to help,"


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SNAG-GER Creating Your Fan Club

Simple Tips to CARE your Patients

There are many techniques that nurses may utilize to improve their patients care.

A patient who feels that the nurse is caring, honest and easy to communicate with

may be more likely to engage in a relationship built on trust.

This, in turn, can help the patient to be more forthcoming with important health and

personal information, as well as more amenable to prescribed therapies and

treatments. Some other skills used by nurses to improve patient care include:

Treating the patient as an

individual rather than as adiagnosis or number

Empowering the patient to

make choices and

decisions in order to instill

a sense of control over

medical issues and

personal health

Showing compassion and helping to alleviate fear and anxiety by maintaining

a calm presence, answering questions and addressing concerns

Treating the patient with dignity and respect and exhibiting an awareness of

age, gender, racial, cultural and religious differences

Expressing empathy toward patients in an

attempt to understand what they are

experiencing

Communicating therapeutically by the use of

touch, making eye contact, speaking directly

to the patient, exhibiting a calm and

unhurried manner, allowing time to respond

to questions and responding appropriately to

body language

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SNAG - Customer Basics