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Customer
individual who receives the products
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Operations Centered Organization
- 1. How can we sell our product
- 2.Serves the coroporation
- 3.Making things easy for the client
- 4.Product features
- 5.Cuts costs.
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Client Centered Element Organization
- 1. How can we help our clients
- 2.Serves the client
- 3.Making things easy for employees
- 4.Customer benefits
- 5.Demonstrates advantages
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Customer centered communication
- 1.Welcoming Statements-welcomes customers in a office
- 2.Self help info
- 3.Responsiveness to requests for help-personal help
- 4.Location and parking-
- 5. Respect and dignity
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Active listening
knows and understands what someone is saying.
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Engaging the Conversation
- 1. Show friendly interest
- 2.Use good posture
- 3.Indentify an area of interest
- 4.Judge content, not delivery
- 5.Maintain emotional control
- 6. Listen for ideas not isolated facts and details
- 7. work at listening
- 8. Resist distractions
- 9.Excercise your mind
- 10.Analyze as you listen
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Recovering Loss and Mistakes
- 1. Show concern
- 2. Apologize
- 3.Solve problems fairly
- 4.Thank customer
- 5.offer compensation
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Handling Requests
- 1. Understand the request
- 2. info is accuate
- 3.Do make promises or give potenitaly false or misleading ansers
- 4. Tell customer clearly what you can do
- 5. When you do have to say no , show empathy
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Angry Customers
- 1.Give customer full attention
- 2. Acknowledge dissatisfaction
- 3.Offer feedback what the customer has said
- 4. Apologize
- 5. Work together to meet customers expecatation.
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Talking on Telephone
- 1.Answer 3 rings or less
- 2.Identify your name
- 3.Friendly voice
- 4.tell the customer what action you will take
- 5.Indicate timeframe, if not possible immediately
- 6.Before put on hold, ask if you can do so. Never keep more than 45 seconds without apology
- 7.Return phone calls promply.
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Creating a Cycle of Change
- 1. Set service gorals
- 2. Find ways to measure the outcomes of goal
- 3. Make a list of what the organization has learned form measuring outcome
- 4.Implement policies
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