Presentation for Jerry Olatunde Babatunde

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Great customer service that makes your
business Annabel Gatward Managing
Director Glamorous Amorous Ltd

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How to tackle difficult customer service issues
Conflicts are inevitable but the outcome from how
you handle the problem is much more controllable.
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You can choose to treat somebody from their own
perspective, the way they would like to be
treated by adapting your behaviour. OR You can
choose to meet only your own needs and face the
consequences of customer dissatisfaction.
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Its about being adaptable and understanding
different peoples behaviours and cultures
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Its about being adaptable and understanding
different peoples behaviours and cultures. When
you understand the way the other person feels you
can get on their wavelength, you become more
open-minded
Youre not changing your natural personality you
are simply using behavioural insights for dealing
with different types of people and situations
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Complaint handling COMPETITIVE Type
They will be brief, forceful and to the point
handle this style immediately. If they become
stressed or made to feel that they are not
important they are likely to become defensive and
loud or at worst they can become verbally
aggressive.
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Complaint handling COMPETITIVE Type
Get right to the point, be decisive. Operate
with confidence, know what youre doing dont
bluff. They are a tough customer They
naturally react to tense situations with a fight
response. They see things their way only.
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Complaint handling COMPETITIVE Type
The computer says no will drive this type to
distraction. The words its not our policy
will tip them over the edge. The managers too
busy at the moment is business sabotage!
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Complaint handling COMPETITIVE type
Think logically display reasoning. Assure them
that it will be taken into account with the plan
of action. Focus on your desire to identify
solutions that will meet their expectations.
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Complaint handling SPONTANEOUS Type
They need your total attention. They want your
understanding and they need to feel that you are
seeing it from their position.
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Complaint handling SPONTANEOUS Type
Your emotional level is important to them if
you say it with feeling they will put more faith
into what you are saying.
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Complaint handling SPONTANEOUS Type
If you are behind a desk come round to their side
sit next to them. This style needs immediate
and positive feedback that you appreciate them
bringing this issue to your attention.
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Complaint handling HUMANISTIC Type
Behave in a calm and sensitive manner, ready to
do more asking, write down a COMPLETE account of
what is being said and repeat it back to them
calmly.
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Complaint handling HUMANISTIC Type
If rapport has been built they are likely to ask
you What do you think they want to hear that
you understand what they are telling you.
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Complaint handling HUMANISTIC Type
They will want to see what course of action will
happen but more importantly their motto is
actions speak louder than words.
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Complaint handling METHODICAL Type
Behave formally using their given name, be brief
and to the point, be careful as they may view
jumping into using first names as an invasion of
privacy.
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Complaint handling METHODICAL Type
If you need to ask more questions be aware of
this styles need for privacy if you need to
request more details ask for their permission to
do so please may ask you some more questions?
This may help them relax more with you.
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Complaint handling METHODICAL Type
Provide a thorough approach to investigating
their complaint with clarity, a logical
conclusion and AGREE TOGETHER about the nature of
the problem prior to returning to them with a
response.
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Measuring the quality of your service and
customer satisfaction level
What are your customer service standards?
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Is it your Responsibility?!!
Do you listen to service advice from others?
How do you handle complaints do you think
complaints wont happen to you? Do you ignore
uncomfortable situations because it is not your
job?
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Ask yourself some tough questions
1. Get to know yourself do you inspire those
around you with your own level of commitment? 2.
Talent only gets you so far a person with 100
ability and 50 commitment can sabotage a whole
system through lack of attention, inconsistency
and laziness who handles your recruitment?
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3. Are you 110 Committed? Yes then why except
anything else! Its time to weed out the
uncommitted The business that wins is populated
by winners. 4. Dont run for the sake of running
what is your action plan, do you have clear
goals and most importantly do you communicate
these goals to your team? 5. Expect to be
observed As a leader youre being watched 24/7.
You cant build a team thats different from
yourself, so be honest with yourself, and with
your team.
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Rules for getting and keeping customers and
clients
Glamorous Amorous Service Standards They are a
set of principles we all work towards in the
pursuit of excellence in everything we do.
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Core Vision
Our business success is built on bringing
luxury lingerie to our customers through
excellent customer communication and reliable and
fast delivery of orders. A first class online
shopping experience.
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Values and beliefs
Achieving world-class customer service
performance requires every employee to understand
that the customer is not just important they
are everything.
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Culture
At the core we want to establish the ABC
approach to customer service. Attitude Behaviour
Culture ABC
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Glam Am Rules Framework
Our rules based on the questions we ask ourselves
the answers provide our personal framework for
how treat the customer, how to behave all the
time, in every aspect of our job, if we are to
achieve further improvement in our
performance. All our team is trained and
competent in all work they conduct. Keep it
consistent the customer has expectations.
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Aim for the Stars
When people are encouraged to reach beyond their
grasp, the results can be eye-opening. Successful
leaders dont buy into perceived
limitations Vince Lombardi
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Insist on Excellence
The importance of setting high standards cannot
be overestimated. And this cant be a part-time
preoccupation Vince Lombardi
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Questions to ask yourself and your team
Do you talk the talk and importantly do you walk
the talk? Can we make this service better? How
might we improve things? What are our risk
factors? And how do we prepare ourselves for
when things go wrong? Ultimately your words and
actions have an effect on your attitude, and of
those around you.
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Questions to ask yourself and your team
Do you talk the talk and importantly do you walk
the talk? Can we make this service better? How
might we improve things? What are our risk
factors? And how do we prepare ourselves for
when things go wrong? Ultimately your words and
actions have an effect on your attitude, and of
those around you.
Your leadership is key to the whole customer
service environment you provide
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Thank you!
And dont forget if youre looking for gorgeous
lingerie drop me an email! Annabel
GatwardManaging Director Glamorous AmorousChic
lingerie boutique annabel_at_glamorousamorous.comwww
.glamorousamorous.com