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Sales & Service Turn-Offs

Part of 'Take Away Training Silver' series

Media Type - DVD
Author - Eve Ash

Identify the ten core principles of excellent service and what typically turns customers off.

 

1. Professional image

  • How you look, speak, first impressions
  • Turnoffs: lack of interest; no welcome; not using name; poor first impressions in writing - badly presented letters/emails

       
2. Willingness to help

  • Enthusiasm and responsiveness - "I'd like to help"
  • Turnoffs: attitude that the customer is in the way; sighs; lack of eye-contact; 'robot' approach; continuing personal phone calls, chats

       
3. Superb listening

  • Actively listen for needs, summarise
  • Turnoffs: talking over the top; "You should have..."; "You should be..."

 
4. Questioning

  • Open questions - why, how, "What do you think?"
  • Turnoffs: making assumptions - "So you want..."; multiple barrelled questions; failing to invite suggestions, opinions

 
5. Product knowledge

  • Know products, services and policies
  • Turnoffs: no information - person doesn't know theproducts or services; too much jargon - person goes onand on (need succinct information, appropriate advice)

 
6. Efficiency

  • Accuracy and timeliness
  • Turnoffs: getting details wrong; lack of checking;expecting customer to wait (need to offer to call back, begood at managing priorities)

 
7. Keeping promises

  • Be specific, commit personally
  • Turnoffs: vague commitments - "I'll get back to youlater"; no specifics; no follow through

 
8. Providing extra

  • Go beyond the basics - exceed expectations
  • Not necessarily 'freebies ' - any unanticipated action thatis a pleasant surprise
  • Turnoff: service is below what is expected

 
9. Solving problems

  • Take responsibility, find answers, following up
  • Turnoffs: failing to apologise - need "I'm sorry this hashappened/sorry you're upset"; defensiveness - "It wasn't my fault"

 
10. Open to improvement

  • Welcome feedback, learn from mistakes
  • Turnoff: being defensive when faced with a complaint or suggestion

- 10 Employability Attributes & Skills
- 10 Essential Interviewing Skills
- 10 Essential Reception Skills
- 10 Essentials For Successful Induction
- 10 Healthy Work Habits
- 10 Point Checklist Before Delivering Training
- 10 Point Checklist For Briefing A Consultant
- 10 Powerful Networking Skills
- 10 Steps to Flawless Appraisal Interviews
- 15 Ways to Handle Today's Stress
- 360 Degree Feedback
- 5 Steps To High Self Esteem
- 6 Essential Steps to Getting That New Job
- 6 Ways To Boost Your Career Prospects
- 6 Ways To Build Rapport
- 6 Ways To Increase Job Satisfaction
- 6 Ways to Manage Overload
- 6 Ways to Prevent Sloppy Work
- 6 Ways To Resolve Conflict
- 7 Key Sales Skills
- 7 Steps To Improving Communication
- 7 Ways to Handle a Difficult Boss
- 9 Essentials for Exit Interviews
- Adult Learning Principles
- Advanced Sales Techniques
- An Introduction to Business Ethics
- Art of Behavioural Interviewing, The
- Art of Questioning, The
- Balancing Work & Private Life
- Be Careful With Email
- Best Practice Workplace Checklist
- Business Etiquette
- Career Planning
- Changing Role of Managers, The
- Coaching
- Common Facilitation Mistakes
- Conducting Successful Discipline Interviews
- Conducting Training Activities
- Conflict Within Teams
- Consulting Skills For Professionals
- Controlling Meetings
- Coping With Change
- Coping With Retrenchment
- Counselling Poor Performers
- Dealing With Abusive & Threatening Calls
- Dealing With Difficult People
- Dealing with Manipulative People
- Dealing with the Unmotivated Employee
- Dealing with Trauma & Distress
- Decision Making In Groups
- Delegating & Prioritising
- Designing And Delivering A Training Session
- Developing A Training Plan
- Developing Assertiveness Skills
- Developing Emotional Competence
- Difficult Presentations Made Easy
- Eliminating Workplace Bullying
- Energy & Enthusiasm
- Essential Counselling Skills
- Evaluate Anything!
- Facilitation Skills
- Getting The Most Out Of Training
- Giving Personal Feedback
- Giving Up Bad Habits
- Going For A Job Interview
- Handling Complaints
- Handling the Difficult Customer
- How To Develop Your People
- How to Make a 5 Star Impression
- How to Manage & Motivate a Sales Team
- How To Mentor
- How To Sell A New Idea
- How to Survive Email Overload
- Increasing Motivation At Work
- Leadership
- Leading Group Discussions
- Learning From Mistakes
- Learning To Learn
- Listening
- Making Teams Work Brilliantly
- Manage Change Successfully
- Management Mastery Checklist
- Managing A Mature Age Workforce
- Managing Aggression in the Workplace
- Managing Boundaries
- Managing Performance
- Managing Upwards
- Men and Women Are Different
- Mentoring
- Moving To E-Learning
- Negotiating with Suppliers
- New Supervisor, The
- Overcoming Harassment
- Overcoming Personal Barriers to Diversity
- Personal Goal Setting
- Positive Thinking
- Power Of Empathy, The
- Preparing For Your Appraisal
- Problem Solving & Initiative
- Project Management Success Factors
- Psychology of Saying Sorry, The
- Public Speaking With Confidence
- Reducing Absenteeism
- Regaining Control Of Your Day
- Sales & Service Turn-Offs
- Selection Techniques
- Self Empowerment
- Setting Agendas and Taking Minutes
- Spirit Of Service, The
- Staying Happy & Positive Throughout Life
- Stress Management
- Successful Thinking Habits
- Supervisory Styles
- Take Away Training Series
- Time Management
- Understanding & Dealing with Depression
- Understanding Body Language
- Understanding Group Dynamics
  • Length - 15 minutes
  • Pricing
    Price - INR 7,750
    Intl. Price - A$ 275.00
  • See 'Take Away Training Silver' series for quantity pricing