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Presentations, Interpersonal and communications skills are important to customers service

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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.

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