Customer orientation ppt personal
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Transcript of Customer orientation ppt personal
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Customer Orientation
Joita Shah
![Page 2: Customer orientation ppt personal](https://reader033.fdocuments.us/reader033/viewer/2022061119/546b71cdaf795996668b49d2/html5/thumbnails/2.jpg)
Customer Orientation
Understanding your customer
Changing yourself as per the needs of your Customers
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“People don’t buy products. People buy people”
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You are the key to your Success
Choose your image
We are what we are Others see in us what we think of ourselves
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What do you change?
Attitude!
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Personal Hygiene
• Brushing teeth, regular bath, and mouth free from odor, neatly trimmed nails
• Hair must be short and trim and properly groomed
• Beards sideburns and mustaches must be clean and neatly groomed
• No fancy hair colors
Grooming
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Empathy
I know how you feel
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So how do we Customer orient?
•Need to be Welcomed ( Greetings, Welcome drink etc)
•Need to be recognised ( If you know your customer address by name or if not plainly ,“ May I help/ assist you”.
•Need to be guided properly ( Help him /her to choose the best product or service by genuine guidance)
•Need to feel comfortable( Make him /her feel comfortable and easy
Understand:
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Personal Hygiene
• Brushing teeth, regular bath, and mouth free from odor, neatly trimmed nails
• Hair must be short and trim and properly groomed
• Beards sideburns and mustaches must be clean and neatly groomed
• No fancy hair colors
Grooming
![Page 10: Customer orientation ppt personal](https://reader033.fdocuments.us/reader033/viewer/2022061119/546b71cdaf795996668b49d2/html5/thumbnails/10.jpg)
First Impressions
• You are the First point of contact with the Customers
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L isten Actively
I mmediately Apologize
Show Empathy
T ake Ownership
E stablish Action Plan
N ote Feedback on Action
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5 Steps to Listening Effectively
ReceiveInterpret
Evaluate
Remember
Respond
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Communication Effectiveness
Words
Tone of Voice
Body Language
The Message Delivery System.
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Adding the ‘Zing’
Enthusiasm spells the difference between mediocrity and accomplishment
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Offering Help
• I would be happy….
• Would you like me to……
• If you like, I could……
• May I……..
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Making suggestions
• May I suggest…….
• How about……..
• Why don’t I…….
• We/I could…….
• We may want to……
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Agreeing
• Definitely……• Yes, of course….• No, not at all…..• Please do…..• Absolutely• Sure…….• No problem……..
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Asking for permission
• May I….• Would you mind if I…..• Could I……..• Do you think I can………
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Saturday, April 8, 2023 19
The Skills For Active Listening
Give the customer your full attention.
Make eye contact.
Check for understanding.
Use physical & verbal responses.
Write it down.
Summarise what the customer said.
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It is the attitude not the aptitude that takes you to altitude
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Don’t forget to
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