A Communications Company…….

616 Carlyle PlaceUnion, NJ 07083

Phone 646 678-1709

www.CliffordLMarshall.com/custrel.html

Clifford L. MarshallCommunications

Clifford@CliffordLMarshall.com

Leadership

It All Starts

At The Top

The Leadership style of the head

of an Office/Business can

usually be figured out by

assessing the behavior of the

staff

It All Starts At The Top -Leadership

1. Provide direction and

meaning

2. Generate and sustain trust

3. Creates a sense of urgency

and a willingness to risk

failure to achieve results

4. Are purveyors of hope

It All Starts At The Top -Leadership

Effective Leaders share 4 Basic Traits:

Through the eyes of the leader

customers get a sense of how

they should perceive the office

or business

It All Starts At The Top -Leadership

Perception of the Office

It All Starts At The Top -Leadership

Vision/Mission Statement

Every office should have a

Vision/Mission statement which

basically tells what the office

wants to accomplish (vision)

and what will happen when it is

accomplished (mission)

It All Starts At The Top -Leadership

Creating Systems

Leaders understand that a great

system can take ordinary

people and get Extra-ordinary

results. It’s important to assess

the system to insure that

barriers are not hindering the

success of the team.

Understanding About The

Customer and Their

Expectations

– Why is it Necessary?

– Who should provide it?

– What should be provided?

Overview of Customer Relations

Understanding About The Customer and Their Expectations

Profile of a Customer

– What is the Make-up ?

– What are their Expectations?

– Who are the service providers?

– What are their expectations?

– Why do they exist?

Understanding About The Customer and Their Expectations

Role of the Service Provider

– You Know them; They Know You

– They refer friends, family and

acquaintances

– They prefer to be serviced by you

Understanding About The Customer and Their Expectations

Students are forever connected

Psychology of Appearance–Environment Must Have a Welcoming Atmosphere

– What is Meant by Appearance?

– Why is it important?

– Can Appearance cause a

negative atmosphere?

Appearance of Office/Business

Psychology of Appearance–Environment Must Have a Welcoming Atmosphere

– Good Looking Furniture

– Nice paint job

– Floor/Carpet cleaned

– Bulletin board kept neat

– Desk neat if in view of

customers

Elements needed to Create a Great Atmosphere

Psychology of Appearance–Environment Must Have a Welcoming Atmosphere

– What is Image Management?

– Does staff Project the correct

Image?

– What’s A Professional Image?

Image Management

Psychology of Appearance–Environment Must Have a Welcoming Atmosphere

Communication

– What is

Communication?

– Why is it Important?

Communication

– Verbal Equals Less Than

50% of Communication

Three Ways of Receiving Information

1. Visionary

2. Sensorial

3. Auditory

Two Forms of Communication

Communication

– Non-Verbal Equals More Than

50% of Communication

Three Body Language Movements

1. Smile

2. Eye Contact

3. Nod

Two Forms of Communication

Communication

– 4 Basic Personalities

Recognizing Personality Types

Shark

Dolphin

Urchin

Whale

Communication

Face to Face – 8 Qualities Needed

1. Good Listener

2. Smile

3. Neat Appearance

4. Strong Presence

5. Multi-task Ability

6. Well Organized

7. Leadership Ability

8. Good Follower

Communication

Building Rapport – Art of Building Trust

1. Tone of Voice

2. Words Used

3. Body Language

Communication

Telephone and Email

1. Pick Up Phone ASAP

2. Greet Caller and identify the Office

and yourself

3. Listen Carefully

4. Take a detailed message

5. Thank caller for holding

6. Be courteous and transfer the call

7. When emailing write in as much

detail as possible

Communication

Amateurs Say ……., Experts Say……..

1. I don’t know…, I will find out…

2. No…, What I can do is…

3. That’s not my job…, Ms/Mr can

help you…

4. It’s not my fault… ,Let me see

what I can do……

Communication

Amateurs Say ……., Experts Say……..

5. Please speak to my manager…, I can

help you with…

6. You want it by tomorrow…, I will do

my best…

7. I’m busy right now…, I will help you

in……

8. Call me back…, I will call you back…

Communication

– Why are they in Place?

– What Can be done to Eliminate

Them?

– How Can We Provide Good

Service with Them in Place?

– Asking Open-Ended Questions to

Identify Customers needs/wants

Identifying Barriers for Success

Tearing Down Walls

The Customer is not always Right, but the Customer is the Customer!!!

Dealing With Angry Customers

Staff must stay under control

•Be Proactive

•Don’t take anything Personal

The Customer is not always Right, but the Customer is the Customer!!!

Dealing With Angry Customers

Customers will get under control with

the help of staff

• Let anger subside before assisting

•Acknowledge customers feelings,

Don’t try to fix feelings

•Always pause before responding

1. Get as much information as

possible; Stick to the facts

2. Stay with the Customer

3. Get the customer involved with the

solution

Dealing With Angry Customers

3 steps in moving from problem to solution

Rebuilding Trust

• Solve the Problem ASAP

• Keep the Customer in the loop

• Make Atonement for any inconvenience

Dealing With Angry Customers

Secret of Success