SNAG-GER Customer Basics

Customers are like you. Please understand that they like to be treated the way you would like to be treated. Keep the Basics in place and you dont have to worry about anything. 1. APPREANCE first impression last a long time a. Grooming b. SMILE c. Warmth d. Enthusiasm e. Greeting 2. ATTITUDE a learned behavior, makes it positive a. b. c. Think as a You to be a Customer Do, provide as you would for Yourself Be, as you would when you see Yourself in the mirror

3. COMMITMENT my pledge to service and build Brand Image a. Offer Service thats your responsibility b. Offer Enthusiasm thats your extra mile c. Offer Support be there to provide options for an action d. Offer Information be able to inform the customer at all stages 4. COMMUNICATE Active Listening and positive responses a. Listen : Lead, Inquire, Silent, Tabulate, Express, Note

b. Repeat : Repeat what has been told to you c. Validate : Validate what information you have gathered by asking feedback d. Inform : please inform them according to the information you have in hand, ho you can help them?

SNAG-GER Ideas to boost Customer Experience

Customers do not mind spending, but they spend for an experience not for your service alone. Here are four ways of boosting the Customer Experience: Tip One: CUSTOMER EXPERIENCE The term customer service connotes that a customer contacts you with a problem, which you then resolve. Of course, you need to know how to resolve problems. Yet to win loyalty, you should think in terms of customer experience management, not problem resolution. Tip Two: BE PROACTIVE If you sit back and wait for your customers to contact you with inquiries or concerns, you will miss 80% or more of the opportunities to build customer satisfaction. Personally Call: Call the customer by their names and comfort them with your smile. They are engaging with you for their reason but YOU should become the reason for their repeated visits Collect Information: Inquire about the customer, get the required information. Do not interfere when Customer is offering information. Ask the detail you have not received, before you process their request Create Options: Be proactive in creating options which are available, within their convenience Reward them: Always keep a secret surprise option ready for customers, they should feel rewarded Tip Three: UNDERSTAND THE CUSTOMERS LIFE-CYCLE Customers are people who when decide to stay will remain. But understanding the life cycle of a customer will help you define their importance in keeping the business consistent. Some customers gain one-timers, some are specific transaction guests and some are experience owners. The experience owners are your Brand Ambassadors for your future customers. They are the most essential. They will not mind waiting but will wait for you to service them, no one else. To them you represent the BRAND, you are the Brand Ambassador for them, so dont fail them. Tip Four: YOUR INTERNAL COORDINATION IS YOUR EVALUATOR Customers sitting on the other side are evaluators of your behavior. They are impressed only if there is consistency and uniformity in the behavior and management from You and your Team.. So You as a Team should be uniform in Your approach make the Brand stand apart

People will forget what you did, but people will never forget how you made them feel.

SNAG-GER Telephone Etiquette

It is important to follow the basic telephone etiquette as our voice plays a very important role in creating an impression of our personality, education, family background as well as the nature of job we are engaged in. The person giving the information is called the sender and the second party is the recipient. 1. Always remember your voice has to be very pleasant while interacting with the other person over the phone 2. Never call any person at odd hours like early morning or late nights 3. Always ask Am I speaking to Mike? or Is this Jenny? before starting the conversation 4. Always say Is it Ted?, and do ask him, Is it the good time to talk to you? and then start communicating. 5. Make sure your content is crisp and relevant 6. Never put the second party on a very long hold 7. While interacting over the phone, dont chew anything or eat your food 8. Reconfirm with the receiver whether he has downloaded the correct information or not and do end your conversation with pleasant words like Take care, nice speaking with you and a warm bye. 9. The person on the other hand cant see your expressions so remember your tone should be apt to express your feelings in the correct form 10.Dont take too long to pick u any call

SNAG-GER Choose your WORDS

WORDS AS AN INFLUENCER AND DEEP TRENCH CREATOR

It is, in fact, possible for a customer to have a positive feeling about a company even if she doesn't get what she wants. And that is where words make a big difference: - People respond positively to words that are active rather than passive. There is a world of difference between "I can" and "I will." - Words of genuine compassion and empathy suggest that you are not just carrying the company line or reading from a memo. - Delivering those words in a cheerful, upbeat, and most importantly, natural manner (appropriate to the circumstances, of course)

They are ridiculously simple, yet potent tweaks to the normally gray, predictably mundane language of customer service: "Delighted" "Absolutely" "Pleasure" "Happy" "Sorry"

"Yes"

Think of the passive catch-all, "Let me see what I can do," which sets the customer's expectations somewhere between low and zero. But change that to "I'd be delighted to help,"

SNAG-GER Creating Your Fan Club

Simple Tips to CARE your Patients

There are many techniques that nurses may utilize to improve their patients care. A patient who feels that the nurse is caring, honest and easy to communicate with may be more likely to engage in a relationship built on trust. This, in turn, can help the patient to be more forthcoming with important health and personal information, as well as more amenable to prescribed therapies and treatments. Some other skills used by nurses to improve patient care include: Treating the patient as an individual rather than as a diagnosis or number Empowering the patient to make choices and decisions in order to instill a sense of control over medical issues and personal health Showing compassion and helping to alleviate fear and anxiety by maintaining a calm presence, answering questions and addressing concerns Treating the patient with dignity and respect and exhibiting an awareness of age, gender, racial, cultural and religious differences Expressing empathy toward patients in an attempt to understand what they are experiencing Communicating therapeutically by the use of touch, making eye contact, speaking directly to the patient, exhibiting a calm and unhurried manner, allowing time to respond to questions and responding appropriately to body language