• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Presentations, Interpersonal and communications skills are important to customers service

Extracts from this document...

Introduction

Presentations, Interpersonal and communications skills are important to customers service There are three kinds skills that employees need to develop with customers. * Presentation skills * Interpersonal skills * Communication skills All employees should be able to apply these in a range of situations. Presentation skills When customers walk into the store they will expect certain qualities form employees, some of them are mentioned below: > Personal presentation Employees should be tidy and look always fresh all the time. They should be in an expectable hairstyle and colour and all employees should be wearing same clothes which company provides like John Lewis does. If there is a female employee she should not be wearing heavy jewellery and heavy make. > Body language Body language includes three main things to make relationship with customer: * Gestures Employees show how they are feeling through gestures it is a main thing in body language because for example if any member of staff shrugging there shoulders and don't care about anything. * Facial expressions The expression of the face is a basic mode of nonverbal communication among employees and customers. ...read more.

Middle

Behaviour When a customer enters the shop they always expect good behaviour from the employees, to give good impression on their customers. If an employee is a positive person so he will behave in a very cheerfully and friendly way, they should not be rude to their customers if they are depressed. First impressions and greeting customers When a customer enters the shops the interpersonal skills of the employee are on show from that moment as employee greets a customer. Many organisations spend lots of money on their reception area and their telephone system. To give an good impression on their customers. Building customer relationship Some employees like solving the problem of their customers and all employees find best way to help them. All employees aim to give a positive response to their customers request for example in PC World all employees listen carefully to their request and note down because there are some long or complex requests they have to deal with. To make good relationship with their customers they need to follow these points below. Interpersonal skills and customer relationships Responding to different customer behaviour When a customer walk into the store, employee has to watch the mode of the customer to approach ...read more.

Conclusion

To improve their listening skills with the customer they should follow the point below: Active listening Active mean focusing on the customer and don't look anywhere else and should not ignore them. Reflective listening Saying back to the customer what they ask from you. Appropriate to the customer and the situations When a VIP enters the shop the employee has to greet him and talk to him in a very respectful manner because if an employee starts shouting he will be very angry. so the employee should assess the situation and handle it like a professionally. Customer service situations There are two kinds of situations in an employee job role which he has to manage properly. Urgent Situations It's a common situation for an employee because in a retail store in Christmas time he has to manage too many things at once, but he has to response to his customer in a very fine way and should not ignore them. Difficult situation Some time the employee cannot sole the problem of the customer and the employee start getting into pressure. So the golden rule is that the employee should not panic and get a help from his partner and trying to cope with customer and should not leave the problem on someone else. http://www.d11.org/springcreek/home_page/literacy/speaking.htm http://face-and-emotion.com/dataface/general/homepage.jsp http://en.wikipedia.org/wiki/Attitude_%28psychology%29 ?? ?? ?? ?? ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Marketing & Research section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Marketing & Research essays

  1. Opening a sandwich shop in huddersfield

    This would be very beneficial as the savings could help the business. I thought doing a sandwich shop is simple and so would help me as there are not many complications to base my coursework on. I work in a restaurant and have a good idea of food and how its ordered and lead and delivery times etc.

  2. I am going to be writing about the concepts of marketing distinctiveness of the ...

    Time - When do you want to achieve the set objectives? Marketing activities Marketing activities are the specific actions that they need to carry out to reach their objectives. Dailey the staff in the marketing team needs to do several jobs which are the following * Performing market research in new product ideas and or promoting it.

  1. Applied Business Studies

    Some of the things that a business has to do as a sole trader is make annual self assessed tax returns by yourself, as it's the role of a manager should complete it as it requires details of the businesses profits and outflows for the past year.

  2. Business Studies Company Profile

    as they would want a large proportion of their revenue to go to their subject of their charity. For example, Oxfam's mission statement is: "Oxfam works with others in fighting poverty and injustice around the world, through effective, appropriate and enduring solutions."

  1. Marketing research for a new gaming console. My first marketing objectives are to ...

    It will be very easy to find information on sales, profits, etc for Microsoft because it is a big firm it will be recognized quite well and even better on the internet because it is a leader in software developer.

  2. What is customer service?

    At British airways they have an executive club which you join to and when you buy a ticket with them you will earn air miles with them depending on where you sit on the plane (economy, business, first class) points will be given.

  1. Aravind Eye Hospital - Case

    Much of the blindness can be corrected through surgery. But they are afraid of operations. So we have to increase the awareness of the causes of blindness and the need for early treatment. Even in villages where we conduct eye camps, only seven percent of people having eye problems turn up. We have to do more to create demand.

  2. SunCity - developing marketing strategy for problem

    http://www.bupa.co.uk/health_information/html/health_news/300903sunbed.html This is a link to the BUPA page regarding skin cancer, and according to the data, it has been proved skin cancer is linked to excessive sun exposure and it is believed, but so far there is no evidence that sunbeds are related.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work