Titletown HDI May 2009

May’s Local Chapter Meeting Titletown HDI May 19, 2009

Agenda Time Topic Person 5:30 PM Networking All 6:00 PM Welcome/Introductions All 6:10 PM Review Previous Meeting Notes President 6:20 PM Chapter News VP of Programs 6:30 PM How to Talk to Customers Chuck Tomasi 7:45 PM Q&A/Open Discussion All 8:00 PM Adjourn

Welcome/Introductions ,[object Object],[object Object],[object Object],[object Object]

Ground Rules ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

April Meeting Minutes ,[object Object],[object Object],[object Object],[object Object]

April Meeting Minutes Continued ,[object Object],[object Object],[object Object]

Chapter News ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Chapter News Continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Presentation ,[object Object],[object Object],[object Object],[object Object]

Chuck Tomasi ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

MAGIC Defined ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Five MAGIC Steps ,[object Object],[object Object],[object Object],[object Object],[object Object]

What does MAGIC mean? ,[object Object],[object Object],[object Object]

Benefits Caring Creates Profits Why They Left % Death 1 A move or relocation 2 Salesperson relationship 4 Price and other relevant costs 11 Product dissatisfaction 14 Attitude of indifference from someone representing the company 68

The Customer is Always… What? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Creating a Climate ,[object Object],[object Object]

Control Can Control Cannot Control My attitude Corporate policy How I use my time How customers react What I say and how I say it Volume of calls How I manage my workload Other departments My knowledge How I response to customers and collegues What I can do if I see something wrong or inappropriate

First Impressions ,[object Object]

Exercise: The Greeting ,[object Object],[object Object],[object Object],[object Object],[object Object],Cheerful Good at his/her job Interested Self-assured Educated Trustworthy Friendly Intelligent Enthusiastic Impressive Polite Professional Kind Mature Pleasant

Empathy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Empathy ,[object Object],[object Object],[object Object]

Why we don’t empathize ,[object Object],[object Object],[object Object],[object Object]

Empathy – Unintended Messages Rep Says Subtle message received “ I’m sorry you feel that way.” “ It’s your own fault you feel that way – you really shouldn’t” I’m sorry you don’t understand the process” “ It’s perfectly clear to most people. I don’t know why you don’t get it.” “ I’m sorry to hear that.” Oh great – this means more work for me.” or “Here we go again.”

The Name Game ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Offering Help ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

“ Help” Defined ,[object Object],[object Object],[object Object]

Getting More Information ,[object Object],[object Object],[object Object],[object Object]

Make a Connection: Build a Relationship ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Acting Professionally ,[object Object],[object Object],[object Object],[object Object]

What Makes it MAGIC? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tragic Phrases Tragic Phrase Implied Message As soon as possible When I get around to it I’ll try Not sure I can do it The truth is… I probably shouldn’t tell you this To be honest I was lying up until now Hopefully Who really knows? Maybe or Possibly I really have no idea

Tragic Phrases ,[object Object],[object Object],[object Object],[object Object],[object Object]

Exercise: Tragic to Magic ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Act Professionally: Express Confidence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Voice Mail – Greeting ,[object Object],[object Object],[object Object],[object Object],[object Object]

Voice Mail – Leaving a Message ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],No one cares how much you know until they know how much you care

Ask Probing and Clarifying Qs ,[object Object],[object Object],[object Object],[object Object],[object Object]

Rephrase and Repeat ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Transfers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Hostile Example ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Hold Please ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tragic Hold Phrases Avoid These Hold on… Hang on a sec… Hold please… Mind if I put you on hold? I’m going to have to put you on hold

Getting to the Heart of the Matter ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Inform and Clarify ,[object Object],[object Object],[object Object],[object Object]

Inform and Clarify ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Close with the Relationship in Mind ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Follow Through ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Follow Through ,[object Object],[object Object],[object Object],[object Object]

Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object]

Exercise: Identify your Hot Buttons ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Changing Your Responses ,[object Object],[object Object],[object Object],[object Object]

Putting Choice in to Practice ,[object Object],[object Object],[object Object],[object Object],[object Object]

Defusing Irate and Abusive Callers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Rambling Callers ,[object Object],[object Object],[object Object],[object Object],[object Object]

Delivering Bad News ,[object Object],[object Object],[object Object],[object Object]

Bad News: Example ,[object Object],[object Object],[object Object]

Bottom Line: Restoring the Relationship ,[object Object],[object Object],[object Object],[object Object]

Thank You ,[object Object],[object Object],[object Object],[object Object],[object Object]

Open Discussion ,[object Object]

Titletown HDI May 2009

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Titletown HDI May 2009

Similar to Titletown HDI May 2009 (20)

More from ctomasi

More from ctomasi (8)

Recently uploaded

Recently uploaded (20)

Titletown HDI May 2009