Customers Expect Quality Service

• Discuss what customers expect in sales/service people.
• Explain the value of listening to customers.
• Define customer empathy.
• Explain the value of product knowledge.
• Define and give an example of reciprocal relationships.
• Explain the benefits of reciprocal relationships with customers.

• Handouts
  • Customers Expect Sales People To...
  • 11 Commandments of Good Business
  • Positive Customer Relations Basic Guidelines
  • Listening/Speaking Skills
• Chalkboard or Overhead

1. Ask students what they expect when they are the customers. (Write list on the board or overhead.) Compare their list with the following findings from studies and research and explain what each means.

   • Listen.  Review listening skills and blocks to effective listening.  Define active listening as a class.  Your definition should include eye contact, non-verbal responses (nodding head, etc), paying attention, taking notes, and giving feedback.

   • Be Empathetic.

     • Definition.

       • Customer Empathy.  Having a sincere concern for the interests and feeling of the customer.  Discuss why this is important and how we can detect and react to a customers feelings and moods. 
   • Be Courteous. Treat customers like special guests in your home.

   • Know Your Product.

     • Definition.

       • Product Knowledge.  Knowing what your product is, where it is located, what it can do, how to use/service it, as well as your companies policies regarding sales and service.
   • Use Customers Names.  It makes the encounter more personal for the customer.

2. Ask students to define “Reciprocal Relationship.

   • Definition.

     • Reciprocal Relationship.  Customer/client – service provider relationship in which both parties benefit over a sustained period of time. For example, the customer benefits by receiving the good or service he needed and the provider benefits by selling their good or product multiple times.

Instruction:

• Quotes for the Day from Renee Evenson.
  • Treat the customer you are helping as though she were your only customer.
  • Do not allow yourself to be distracted.
• Quality service begins with knowing what our customers expect from us.

Student Activities:

1. Students will participate in discussion about what customers expect and about quality service.

Assessment:

• None.