Upload
clifford-marshall-ii
View
143
Download
1
Tags:
Embed Size (px)
Citation preview
A Communications Company…….
616 Carlyle PlaceUnion, NJ 07083
Phone 646 678-1709
www.CliffordLMarshall.com/custrel.html
Clifford L. MarshallCommunications
Leadership
It All Starts
At The Top
The Leadership style of the head
of an Office/Business can
usually be figured out by
assessing the behavior of the
staff
It All Starts At The Top -Leadership
1. Provide direction and
meaning
2. Generate and sustain trust
3. Creates a sense of urgency
and a willingness to risk
failure to achieve results
4. Are purveyors of hope
It All Starts At The Top -Leadership
Effective Leaders share 4 Basic Traits:
Through the eyes of the leader
customers get a sense of how
they should perceive the office
or business
It All Starts At The Top -Leadership
Perception of the Office
It All Starts At The Top -Leadership
Vision/Mission Statement
Every office should have a
Vision/Mission statement which
basically tells what the office
wants to accomplish (vision)
and what will happen when it is
accomplished (mission)
It All Starts At The Top -Leadership
Creating Systems
Leaders understand that a great
system can take ordinary
people and get Extra-ordinary
results. It’s important to assess
the system to insure that
barriers are not hindering the
success of the team.
Understanding About The
Customer and Their
Expectations
– Why is it Necessary?
– Who should provide it?
– What should be provided?
Overview of Customer Relations
Understanding About The Customer and Their Expectations
Profile of a Customer
– What is the Make-up ?
– What are their Expectations?
– Who are the service providers?
– What are their expectations?
– Why do they exist?
Understanding About The Customer and Their Expectations
Role of the Service Provider
– You Know them; They Know You
– They refer friends, family and
acquaintances
– They prefer to be serviced by you
Understanding About The Customer and Their Expectations
Students are forever connected
Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
– What is Meant by Appearance?
– Why is it important?
– Can Appearance cause a
negative atmosphere?
Appearance of Office/Business
Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
– Good Looking Furniture
– Nice paint job
– Floor/Carpet cleaned
– Bulletin board kept neat
– Desk neat if in view of
customers
Elements needed to Create a Great Atmosphere
Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
– What is Image Management?
– Does staff Project the correct
Image?
– What’s A Professional Image?
Image Management
Psychology of Appearance–Environment Must Have a Welcoming Atmosphere
Communication
– What is
Communication?
– Why is it Important?
Communication
– Verbal Equals Less Than
50% of Communication
Three Ways of Receiving Information
1. Visionary
2. Sensorial
3. Auditory
Two Forms of Communication
Communication
– Non-Verbal Equals More Than
50% of Communication
Three Body Language Movements
1. Smile
2. Eye Contact
3. Nod
Two Forms of Communication
Communication
– 4 Basic Personalities
Recognizing Personality Types
Shark
Dolphin
Urchin
Whale
Communication
Face to Face – 8 Qualities Needed
1. Good Listener
2. Smile
3. Neat Appearance
4. Strong Presence
5. Multi-task Ability
6. Well Organized
7. Leadership Ability
8. Good Follower
Communication
Building Rapport – Art of Building Trust
1. Tone of Voice
2. Words Used
3. Body Language
Communication
Telephone and Email
1. Pick Up Phone ASAP
2. Greet Caller and identify the Office
and yourself
3. Listen Carefully
4. Take a detailed message
5. Thank caller for holding
6. Be courteous and transfer the call
7. When emailing write in as much
detail as possible
Communication
Amateurs Say ……., Experts Say……..
1. I don’t know…, I will find out…
2. No…, What I can do is…
3. That’s not my job…, Ms/Mr can
help you…
4. It’s not my fault… ,Let me see
what I can do……
Communication
Amateurs Say ……., Experts Say……..
5. Please speak to my manager…, I can
help you with…
6. You want it by tomorrow…, I will do
my best…
7. I’m busy right now…, I will help you
in……
8. Call me back…, I will call you back…
Communication
– Why are they in Place?
– What Can be done to Eliminate
Them?
– How Can We Provide Good
Service with Them in Place?
– Asking Open-Ended Questions to
Identify Customers needs/wants
Identifying Barriers for Success
Tearing Down Walls
The Customer is not always Right, but the Customer is the Customer!!!
Dealing With Angry Customers
Staff must stay under control
•Be Proactive
•Don’t take anything Personal
The Customer is not always Right, but the Customer is the Customer!!!
Dealing With Angry Customers
Customers will get under control with
the help of staff
• Let anger subside before assisting
•Acknowledge customers feelings,
Don’t try to fix feelings
•Always pause before responding
1. Get as much information as
possible; Stick to the facts
2. Stay with the Customer
3. Get the customer involved with the
solution
Dealing With Angry Customers
3 steps in moving from problem to solution
Rebuilding Trust
• Solve the Problem ASAP
• Keep the Customer in the loop
• Make Atonement for any inconvenience
Dealing With Angry Customers
Secret of Success