NC CTE 104 Foster positive relationships with customers to enhance company image Explain the nature of positive customer relations Customer relations the way a business and employees of the business communicate and interact with their customers ID: 553431
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Slide1
1.00 Understand communication skills and customer relations
NC CTE 1.04: Foster positive relationships with customers to enhance company image.Slide2
Explain the nature of positive customer relations
Customer
relations- the way a business and employees of the business communicate and interact with their customers
.Slide3
Importance of positive customer relations
Develops
customer trust in
a product
or service
Allows company to seek and act on customer feedback to improve
products
or
services
Develops repeat business
Establish long term successSlide4
Techniques for
building
positive customer relations
Understand each customer has unique needs
Listen to and engage your customers
Set and achieve high service
standards
Provide
quality serviceSlide5
Spectacular Customer Service
Be customer focused
Exceed customer expectations go above and beyond
Make customer feel important
Listen respectfully
Offer quality service
Offer complimentary items, i.e. drinks, snacks.
Ex.Five
Guys offer peanuts
Hire employees that are friendly and personable
Quickly resolve customer complaints
Keep customers happy
Make customers feel valued with by showing gratitude and appreciation. Give out coupons/discounts
Keep the promises you make.
Anticipate the customer’s needs.
Ex. Flight attendant offer you a pillow and blanket.Slide6
Spectacular Customer Service
Examples
of catchphrase, mottos, slogans that personify positive customer
relations
United Airlines:
“Fly the Friendly Sky
”
Burger King:
“Have it Your
Way”
Disneyland:
“The Happiest Place on Earth”