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First ImpressionYou never get
a second chance
to make a first impression!
How many of you agree to this statement?
Tips to create a Positive Impression• Be presentable
• Respect customer’s time / don’t be late for appointments
• Behave appropriately with customer and other family members
• “Namashkar”Greet the customer
• I am <your name> from Samsung.Introduce self
• “I am from Samsung and I am here to solve the issue that you are facing with your Samsung broadband connection”
Explain the purpose of visit
Some More Ways to Greet the Customer
• Good morning/afternoon/evening, I am <your name> from Samsung. I am here to give you demo of the newly bought washing machine.
• Hello sir/ma’am. My name is <your name> and he is my colleague <name>. We are from Samsung and have come for installation of Samsung LED TV.
• Good morning/afternoon/evening sir, I want to meet Mr. <name of customer>. I am from Samsung and have come here to repair your Samsung refrigerator.
Points to Remember
Tips to Greet a
Customer
Smile
Eye Contact
Voice
Look Alert
Hands in the Open
Grooming
Posture
Name Tag
If the Customer is on CallThere are situations when a customer is not available at the house and some other person (either relative or attendant ) is present. In such a situation, at
times customer comes over the phone and the fault repair engineer needs to speak to him/her regarding repair work.
If the Customer is on Call• Seek permission from the attendant/relative to call the customer
• Greet the customer, for example hello, good morning. Good manners
shows that you respect the customer
• Give your name. This is a courtesy that serves to personalise the customer
service experience
• Tell the customer that you have come to repair the broadband connection
at his/her house. Politely seek permission from him and explain the tasks
that you would be performing at his/her house
• Give assurance to the customer
• The greeting is the key, it sets the tone and style of the whole interaction
Role Play
• Clean the customer’s premises and use the dustbin for throwing the trash or carry it with you outside the house and throw it in a
community trash bin.
Clean Up When Done
• Ensure the you call the customer 30-45 minutes in advance of your arrival.• Go prepared, check the address before you enter the
customer’s premises.
Be at Your Best Behaviour
• Dress up professionally and follow grooming norms.
• Carry newspapers in your toolkit instead of asking the customer.• Spread the newspaper on the floor before you
start working.
• Keep the toolkit and other things on a newspaper instead of directly keeping it on the floor.
• Carry a water bottle in your toolkit instead of asking the customer for water.
• Be polite, friendly and well behaved with the customers
• Greet the customer during a visit
• Respect their comfort zone
• Check your toolkit before reaching the customer’s premises
• Ring the bell once or twice. Do not ring continuously
• Mind your tone and body language
Be at Your Best Behaviour
• Be extra careful if there are women and elderly people in the house • Carry newspapers in your toolkit instead of asking the customer
• Spread the newspaper on the floor before you start working
• Keep the toolkit and other things on a newspaper instead of directly keeping it on the floor
• Carry a water bottle in your toolkit instead of asking the customer for water
• Do not carry the helmet inside the customer’s premises, instead lock your helmet to your bike
Be at Your Best Behaviour
Be at Your Best Behaviour• Keep your mobile phone, keys, wallet in your pocket. Do not keep them
on the customer’s table etc.
• Keep your phone on silent/vibration mode and avoid answering in front
of the customer
• If necessary, take permission from the customer and go in seclusion
(outside the customer’s premises) to talk
• If the customer insists on serving tea, coffee, refuse politely, however, if
he/she is insistent (offers the tea at least thrice) then smile say thanks
and have it – don’t be rude and say “no”. If you need to say no, then,
smile and say, “no thank you sir/ma’am!”
• Leave your footwear outside
• Do not chew tobacco inside customer premises
• Do not smoke
• Do not look here and there and stare at family members while working
inside the customer premises
• Let the customer escort you
• Apologise without delay, in case of any mistake at your end
• After completion of work, always politely thank the customer
• Greet the customer while leaving by saying, ‘Have a great day’
Be at Your Best Behaviour
Be presentable
The way we dress affects the way we think,
the way we feel, the way we act
and the way others react to us.
Do you think, the executive is properly groomed for office?
Be presentable
What is grooming?
Grooming is the basic cleanliness and overall neatness of the body.
Be presentable
• Clean shave• Neatly-trimmed moustaches• Short haircut and properly combed• Trimmed and clean nails• No body odour• No paan-stained teeth• Formal dress • Polished shoes• Neat socks• Light coloured shirt with a dark coloured trouser• Well ironed and wrinkle-free clothes• Shirt tucked in• Dark-coloured formal shoes, preferably black or brown• Shoes should be polished and not worn-off at the edges• Formal belts with a sleek buckle
Be presentable
• Good grooming increases self confidence
• A pleasant and a cheerful FE creates a favourable atmosphere for a long term relationship with the customer
• Good grooming helps in winning customers’ respect
Be presentable
Be on time
• Reach on time as per appointment
• In case of any delay due to unexpected reasons, keep customer informed and reschedule appointment if required
• Be flexible as per customer’s need. In case, customer wants an appointment which is beyond TAT, respect that ask
Behavior with customer and family membersWhenever you visit a customer, there are chances that the customer might not be present at
home. In all situations, you must talk to the available person nicely.
Ladies Elderly
Children Maids / Security Guards
Customer
Behavior with customer and family members• Ring the bell once or twice. Do not ring continuously
• Greet the customer / available person during a visit
• Be polite, respectful and well behaved with the customers / available person
• Show your ID card and introduce yourself
• Take permission before entering.
• Leave your footwear outside
• Do not carry the helmet inside the premises, instead lock your helmet to your bike
• Do not chew tobacco / smoke during visit / inside customer’s premises
Behavior with customer and family members cont… • Keep your mobile phone, keys, wallet in your pocket or seek permission from customer
before putting on table
• Keep your phone on silent mode and avoid answering in front of the customer.
• If the customer insists on serving tea, coffee, refuse politely.
• Apologise without delay, in case of any mistake at your end
• In case of lot of questions, ensure that you keep calm and answer all queries.
• Repeat the instructions for better and complete understanding.
• Ensure to give all the necessary details for future e.g. call center details etc.
• Always wear a smile while interacting.
Behavior with customer and family members cont… • If family members are unable to give the information, call the customer and suggest to
reschedule the visit when they are home.
• Ensure you call the customer from your own phone .
• When speaking with the customer on phone and referring to maid / servant / care
taker / security guard then address them by their “Name” instead “maid / security
guard”.
• After completion of work, always politely thank the customer / available person for their
time
• Greet the customer / available person while leaving by saying, ‘Have a great day’
Telephone Etiquette
Call FlowOpening and
Greeting
Confirm if good time to talk
Stating the Purpose
Listening
Confirming the Appointment
Closing
List of Things to Cover on Call
1. Greet appropriately2. Introduce yourself and the organisation3. Ask if it is good time to talk4. State the purpose of your call5. Check the customer’s availability6. Fix an appointment7. Confirm the address, landmark and time
of visit8. Appropriately close the call: Greet the
customer and thank him/her for their time
• Do not call from noisy area• Be polite and sound warm• Speak clearly and confidently• Avoid multitasking on the call• Be helpful
Role Play
Role Play
SummaryAt the end of this session, you are now able to:
• Discuss the ways to create a positive first impression• Discuss the grooming essentials for men • Discuss how to behave with customers • Discuss telephone etiquettes while taking appointment
Good morning sir! I am Rahul from
Samsung
Good morning sir! I am Rahul from Samsung and I am here to
solve the issue that you are facing with your Samsung LED TV
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