SOME THOUGHTS ABOUT EFFECTIVE CUSTOMER RELATIONS

Transcription

1 SOME THOUGHTS ABOUT EFFECTIVE CUSTOMER RELATIONS

2 WHO ARE YOUR CUSTOMERS?

3 YOUR CUSTOMERS FALL INTO TWO CATEGORIES:

4 YOUR CUSTOMERS FALL INTO TWO CATEGORIES: EXTERNAL CUSTOMERS

5 YOUR CUSTOMERS FALL INTO TWO CATEGORIES: EXTERNAL CUSTOMERS INTERNAL CUSTOMERS

6 You are not simply doing something for customers coming to the organization (External Customers) Some of what you do is done for a fellow employee in another part of the organization in other words, an Internal Customer!

7 To achieve outstanding customer relations you must satisfy BOTH Internal and External Customers Extensive research has shown that many factors get in the way of doing that!

8 POOR COMMUNICATION AMONG DEPARTMENTS LACK OF SUPPORT FROM OTHER DEPARTMENTS LOW MORALE DUE TO UNHAPPINESS WITH A MANAGER NO TRAINING IN PEOPLE SKILLS UNDERSTAFFING EMPLOYEES NOT REWARDED FOR QUALITY SERVICE OR QUALITY EFFORT BAD ORGANIZATIONAL POLICIES AND PROCEDURES

9 THERE IS ONE THING EACH OF YOU CAN DO TO HELP AVOID ALL OF THESE PROBLEMS: EVERY ONE OF YOU NEEDS TO TREAT EVERY OTHER PERSON IN YOUR DEALERSHIP AS A POTENTIAL CUSTOMER!

10 Everyone in Your Dealership is Interconnected IN PROVIDING OUTSTANDING SERVICE TO ALL OF OUR CUSTOMERS

11 Everyone in Your Dealership is Interconnected BOTH EXTERNAL AND INTERNAL CUSTOMERS

12 Like a Big Puzzle WE EACH ARE A PIECE OF COMPLETE CUSTOMER SATISFACTION!

13 Once Again To achieve outstanding customer relations you must satisfy BOTH Internal and External Customers

14 SO LET S TAKE A FEW MOMENTS TO TALK ABOUT OUR INTERNAL CUSTOMERS

15 THE KEY TO EFFECTIVE RELATIONSHIPS IS: DEVELOPING EXCELLENT INTERPERSONAL SKILLS

16 LET S START THIS DISCUSSION WITH A VERY IMPORTANT POINT

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23 SO, WHAT ARE SOME TIPS FOR DEALING WITH CUSTOMERS?

24 First of All: BE STRAIGHT WITH THEM!

25 BE HONEST WITH THEM DON T MANIPULATE THEM IF YOU CAN T ANSWER A QUESTION, ADMIT IT AND LET THEM KNOW YOU LL GET THEM AN ANSWER

26 DON T WEAR FALSE FACES

27 My Second Point About Interpersonal Relations is: LISTEN TO PEOPLE!

28 PRACTICE ACTIVE LISTENING BY OBSERVING THE SIX STEPS OF THE LISTENING PYRAMID

29 THE LISTENING PYRAMID

30 My Third Point About Interpersonal Relations is:

31 KEEP YOUR COOL!

32 YOU DON T WANT YOUR CUSTOMERS TO FEEL LIKE:

33 STEAMED VEGETABLES!

34 THIS BRINGS US TO THE ANOTHER KEY TO OUTSTANDING CUSTOMER RELATIONS EFFICIENT, CUSTOMER-RESPONSIVE PROCESSES

35 EVERYTHING YOU DO IN THE ORGANIZATION REQUIRES SOME KIND OF PROCESS A SERIES OF STEPS TO GET YOUR JOB DONE

36 ACCOMPLISH WHAT YOU NEED TO ACCOMPLISH THESE MINDSETS:

37 TO DEVELOP EFFICIENT, CUSTOMER-RESPONSIVE PROCESSES EVERYONE MUST WORK TOGETHER TO SOLVE PROBLEMS THAT STOP US FROM ACHIEVING OUTSTANDING CUSTOMER RELATIONS

38 LET S GET A LITTLE LESSON FROM STATISTICS..

39 Suppose we had a disk mounted on a long rod with 100 lines on it

40 And suppose we add one red line to the disk Let s assume the red line is a mistake someone makes.

41 Next, we spin the disk on the rod

42 When the disk stops spinning, the chance of it stopping on the red line.. IS ONLY 1 IN 100!

43 Now let s add a second disk with one red line.. and begin spinning both of them separately

44 When they stop spinning, the chances of at least one of them stopping on the red line.. IS NOW 2 IN 100!

45 Now let s add a third disk with one red line.. and begin spinning all of them separately

46 When they stop spinning, the chances of at least one of them stopping on the red line.. IS NOW 3 IN 100!

47 Now let s add a fourth disk with one red line.. and begin spinning all of them separately

48 When they stop spinning, the chances of at least one of them stopping on the red line.. IS NOW 4 IN 100!

49 WHY AM I SHOWING YOU ALL OF THIS?

50 WHY AM I SHOWING YOU ALL OF THIS? BECAUSE I WANT TO MAKE A SIMPLE BUT VERY IMPORTANT POINT:

51 MISTAKES MULTIPLY!!!

52 AND WHEN MISTAKES MULTIPLY CUSTOMERS SUFFER!!!

53 WHEN A PROBLEM OCCURS, IT MEANS THAT SOME PROCESS IN THE ORGANIZATION IS NOT WORKING RIGHT AND A CUSTOMER WILL BE UNHAPPY

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