Slide 1 : Copyright Collin Francis The Job Center Online 2011 1 6/29/2011 Welcome
A special Welcome to all from the management and staff of The Job Center
This Training is designed for our Online Students
This online version may include more research and activities. It is self pace and therefore you can take your time and finish this course. If you think this course has helped you please recommend to your friends. The Job Center
The Job Center : 6/29/2011 Copyri ght Collin Francis The Job Center Online 2011 2 The Job Center Facilitator : Collin Francis BA. MIB.
Managing Director/Lead Trainer. The Job Center Online
Please add me on Facebook or Skype!
Slide 3 : Copyright Collin Francis The Job Center Online 2011 3 6/29/2011 The Philosophy of The Job Center
“ Building Minds and Making Dreams a reality”
Background of The Job Center
Aims
Source Workers for company
Train workers and job seekers
Find job placement for job seekers
Human Resource Outsourcing The Job Center
Courses Offered by The Job Center Online : Copyright Collin Francis The Job Center Online 2011 4 6/29/2011 Courses Offered by The Job Center Online Front Office Skills
Effective Leadership
Sales and Customer Service Training
Project Planning
Project Management
Anger and Stress Management
Interior Decorating
Computer Classes
Auto-Cad
International Degrees and Diplomas
How to market and manage your own business?
We also source workers and much more
Professionalism : Copyright Collin Francis The Job Center Online 2011 5 6/29/2011 Professionalism Professionalism
To be conscientious and businesslike in your approach at the work place while maintaining high standards of behavior.
How do customers judge your performance?
Everyday customers will enter and leave your organization with a perception of you and your company. Even the little freckles they will see and make judgments of you.
Communication
Demeanor
Image
Competence
Slide 6 : Copyriight Collin Francis The Job Center Online 2011 6 6/29/2011 Don’t get Frustrated! Professionalism is something we all can Learn!
Slide 7 : Copyrite Collin Francis The Job Center Online 2011 7 6/29/2011 Activity
What are some things workers say to you or about your work?
What are some things customers say about you or about your company?
What are some things your manager say to you or your co- workers?
Analyzing these questions will allow you to better see how you are graded on each of the above.
What grade do you give yourself?
Activity for Job Seekers : Copyright Collin Francis The Job Center Online 2011 8 6/29/2011 Activity for Job Seekers What are some things your friends say to you or about your work?
What do your friends say about you behind your back?
Have you ever asked your friends what are some things you can change about yourself?
Try doing that right now. Pick up the phone and call a friend or two.
What are some things your teachers said to you or your class mates that you believe are true about you even today?
Analyzing these questions will allow you to better see how you are graded on each of the above. The fact is people will judge you each moment of your life.
What grade do you give yourself?
Keep in Mind! : Copyright Collin Francis The Job Center Online 2011 9 6/29/2011 Keep in Mind! Reputation is what precedes you when you enter a room.
Your attitude determines the perception people have of you and that perceptions becomes reality.
You know how people feel about you when you never get invited to a night out at your friends house and your spouse does!
Slide 10 : Copyright Collin Francis The Job Center Online 2011 10 6/29/2011 It’s Not True! I have the evidence! OMG It is true!
The Behaviors of Professionals : Copyright Collin Francis The Job Center Online 2011 11 6/29/2011 The Behaviors of Professionals Quality Service
The key ingredient in ensuring that customers will return to our company again
Courtesy at All times
Be a friend to the customer at all times
Be Conscientious at all times
Note well that all your actions will positively or negatively affect your customers be it internal or external customers
Be businesslike
Customers want to take you seriously , they want to trust you with their money therefore act businesslike at all times
Inner-strength
This is the ability to stand up for what you know is the right thing no matter how many others do otherwise
Behavior of Professionals Cont’d : Copyright Collin Francis The Job Center Online 2011 12 6/29/2011 Behavior of Professionals Cont’d Sound judgment
Know what you believe in
Know what your philosophies are
Know-how
Always seek to improve
Make yourself most marketable
Don’t allow time to pass by and you are at the same point in life
Business savvy
Take a business approach at all times
It’s easy to lose focus and get too friendly with co-workers and customers alike
Problem solving
Professionals solve problems
Are not whiners or complainers
Ingenuity
Be wise at all times
Think first before you act or speak
Professionals Vs Workers Are all workers professionals? Were professionals born or made? : Copyright Collin Francis The Job Center Online 2011 13 6/29/2011 Professionals Vs Workers Are all workers professionals? Were professionals born or made?
Slide 14 : CopyrightCollin Francis The Job Center Online 2011 14 6/29/2011 Get Out! You Miserable Customer! Are you having a bad buying day?
Well don’t worry must of us do!
Professional Responsibility at Work : Copyright Collin Francis The Job Center Online 2011 15 6/29/2011 Professional Responsibility at Work Respect your co workers’ rights
Respect those who have more experience than you
Set boundaries and limits
Don’t take on people’s business as yours
Don’t gossip; what goes around comes around
Leave personal business for when you get home
Leave all social activities including alcohol drinking for home
Don’t use obscene language at work
Don’t flirt with anyone at work
Leave cell phone activities for at home
Don’t get staff involve in your personal life
How to keep relationship with staff on a professional level ? : Copyright Collin Francis The Job Center Online 2011 16 6/29/2011 How to keep relationship with staff on a professional level ? Do not discuss your salary with your co workers.
Don’t come across as a trouble maker
Take your issues with salary to your boss not the staff
Do not discuss your personal life with your coworkers.
People like talking about people , give people good things to say about you as much as you can
Ensure that the perception you give of yourself is true.
Remember perception is reality.
Don’t tell your employees everything.
Tell what they need to know. In a world of selfishness; workers will take any chance at you when you are most weak.
Cont’d : Copyright Collin Francis The Job Center Online 2011 17 6/29/2011 Cont’d Don’t fight over petty issues.
Sometimes let it slide, accept wrong for peace sake
Don’t be a complainer.
No body likes people who complain
Avoid un-necessary debates including politics, religion etc
People are entitled to their preferences avoid those fights
Be the smartest worker
Wear your smile at all times
Slide 18 : Copyrite Collin Francis The Job Center Online 2011 18 6/29/2011 Greeting My Dear Boss!
Are you the right employee? : Copyright Collin Francis The Job Center Online 2011 19 6/29/2011 Are you the right employee? The right people would do what it takes to make their company the best!
Are you the right employee?
Focus on the success of your company
Work as a team
Even when you have reservations
Don’t be the one to descend when something is going great
Put self interest behind and work with what you have
Don’t wait when things get better to give 100% to your company
It is your perseverance that will change things around
Don’t smile for your bosses and speak hatred behind his or her back
Speak your mind respectfully
Cooperate at all points and always think of your co-workers
Don’t take time off if you know its going to cause undue pressure for your team
Always think about the customer first
Your Customer Pays the Bill
Remain loyal to your company
Without a good company that you can help create – there is no you; working in that company
“Self Leadership”Professionals are proactive people who get things done not wait for things to happen but most importantly manage their own profesisonal lives. : Copyright Collin Francis The Job Center Online 2011 20 6/29/2011 “Self Leadership”Professionals are proactive people who get things done not wait for things to happen but most importantly manage their own profesisonal lives. Set personal goals
What blessings do you want out of life?
Practice self observation
Observe yourself at work or even at play
Continuously evaluate your performance
Force yourself to change the things about you that need changing.
You can always ask your co workers about your weaknesses
You can always ask your boss as well to indicate your weaknesses
Cont’d : Copyright Collin Francis The Job Center Online 2011 21 6/29/2011 Cont’d Use of self rewards to strengthen and increase desirable behaviors.
Give yourself a treat, a tap on the back would be good
Focus on the natural rewards of work
Why do you want to work ?
What work does for you that home can’t do?
Create positive thought patterns about your job by using imagery and self talk to stimulate motivation.
Think of your job in a positive way at all times
Activity : Copyright Collin Francis The Job Center Online 2011 22 6/29/2011 Activity Write or list at least ten things that make you smile about work.
Share your ten items with your group in the Customer Service Forum
Join the discussion in the forum section of our website to hear what others are saying as well
Please ensure you join the forum on customer service where you can share your views and get tips from others as well.
Slide 23 : Copyrite Collin Francis The Job Center Online 2011 23 6/29/2011 I Love My Job!
Developing Proper Work Ethics : Copyright Collin Francis The Job Center Online 2011 24 6/29/2011 Developing Proper Work Ethics Ethics in the workplace is a matter of deciding what's right or wrong
Because these values when broken will not lead to heavy sanctions it’s a matter of individuals’ own judgment
Be Honest at all times
Say what you know is right
Don’t think because you won’t get caught means it’s right
You might get away sometimes but not all the time
Don’t use the company resources as yours
Take care of the company resources as though its yours
Don’t take away anything you have not paid for even if its spoiling
It’s not yours ask for it
Manage your day’s work
Ensure you give your boss a fair day’s work for a fair day’s salary
Customer Service Relation Skills : Copyright Collin Francis The Job Center Online 2011 25 6/29/2011 Customer Service Relation Skills Rules for Starting a Conversation with a Customer
These rules apply For Face to Face as well as Phone Customers
State your Name
Ask the customer his/her name and refer to them by their name
Ensure you say the customer’s name properly
If you are unsure ask the customer to repeat his name
State Company’s Name
State your position in the company
Always greet the customer
Use Ice Breakers
For instance
Mr. John I heard you spoke about the Basketball Game , Are you a Thunder Fan?
Mrs. Mary . How lovely are your earrings?
This would ensure that you connect with the customer on a human level
Remember the customer wants to trust you and be loyal to your company or organization
Show appreciate to customers for visiting or calling
Customer Service Relation Skills : Copyright Collin Francis The Job Center Online 2011 26 6/29/2011 Customer Service Relation Skills Rules for Engaging a Customer Over the Phone Show Appreciation to the Customer for calling
Don’t act like the customer is disturbing you from your work
Never be too quick to get rid of the customer
Refer to the customer by his or her name
Never give a negative feedback
Always leave the customer on a positive note
Always answer customers’ questions promptly
Too much dead air tells you are gone or totally incompetent
Customers can read you over the phone
Always sound enthusiastic
Transfer the calls appropriately
Screen calls carefully
Apply all the rules from the previous slide
Customer Service Relation Skills : Copyright Collin Francis The Job Center Online 2011 27 6/29/2011 Customer Service Relation Skills Let us build customer satisfaction through superior service
Provide good service in a pleasant manner
Meet the needs of customers at all times
Create delightful customers or fans
Put the customer first at all times
Fulfil customers’ needs and desires
Remember the customer is always right
Understanding Customer Satisfaction : Copyright Collin Francis The Job Center Online 2011 28 6/29/2011 Understanding Customer Satisfaction a. BENEFITS SERVICE CUSTOMER
b.
NEEDS
WANTS
WOUNDS c. LEVEL OF
CUSTOMER
SATISFACTION Activity
Describe how customers who are satisfied behave different from those who are dissatisfied. a. Why Do Customers Shop? B. What do Customers Satisfy when they shop? What are the Levels of Satisfaction a customer can gain?
Understanding Customer Satisfaction : Copyright Collin Francis The Job Center Online 2011 29 6/29/2011 Understanding Customer Satisfaction Why Do Customers Shop?
Your company provides services to a customer in which he gains benefits
These benefits are internal as well as external motivations to buy
If you understand why a customer buys you will become an expert working with customers
Do You know why you buy?
B. What do Customers Satisfy when they shop?
Customers have all these hidden reasons for shopping most of which will never come out from a single conversation. To be able to fully satisfy a customer you must be able to learn a customer well and find out why he or she is making that purchase or using your services.
What are the Levels of Satisfaction a customer can gain?
A customer that is well satisfied will come back again however one that is not will be like a weapon against your company.
Activity 2.2 Please email me all responses : Copyright Collin Francis The Job Center Online 2011 30 6/29/2011 Activity 2.2 Please email me all responses How long do you want to keep a customer for?
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Figure this out! .
a. What is the economic value of the customer?
b. What is the real value of the customer?
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Slide 31 : Copyrite Collin Francis The Job Center Online 2011 31 6/29/2011 Excuse me honey, did someone speak? Yow you getting stupid, you didn’t see the sign?
Rules to make any irate customer happy? : Copyright Collin Francis The Job Center Online 2011 32 6/29/2011 Rules to make any irate customer happy? Listen to your customers carefully and attentively
When you learn to listen you solve most of the issues related to customer service and life in general
Listen to the bottom-line issues
No matter how nasty a customer gets there is always a deeper reason for their attitude
It’s easy to get rid of a nasty customer without realizing how easy it is to turn his or her attitude around
Allow the customer to speak his or her mind, if he or she is too loud then respond softly to him which will subconsciously make him or her speak in a lower tone
You cannot get a customer to quiet down by shouting back at them just like you won’t get your dog to stop barking by shouting at it
Ask open ended questions
Getting deeper into the customers issues won’t happen by you giving the customer attitude or ignoring them
Ask questions that require him or her to explain or say why this is so
Eg. Why are you unhappy Mrs. Mary?
Rules to make any irate customer happy? : Copyright Collin Francis The Job Center Online 2011 33 6/29/2011 Rules to make any irate customer happy? Empathize and apologize
This is crucial , get to feel what the customer is feeling, what if it was you? How would you feel? In most cases the same way.
Show appreciation
It’s easy to like those who like us and hate those who point out our weaknesses. I say when someone is brave enough to tell you what you doing is wrong , bless that person with your love.
Ask for solution
Make sure the customer knows how you will resolve the situation before he or she leaves and is satisfied; and get some feed back if that is okay, If you can reach the customer half way , then go ahead.
Follow up
Don’t assume because it ends well it is ended, sometimes its long after, the customer’s confusion is only added, so do proper follow up.
Time Management : Copyright Collin Francis The Job Center Online 2011 34 6/29/2011 Time Management Are workers stealers of time ?
How do workers steal management time ?
Calculate the average time stolen by a worker each day
Make sure you do proper research; your answer should be around two(2) hours
Time Management : Copyright Collin Francis The Job Center Online 2011 35 6/29/2011 Time Management Work through task quickly
Plan daily activities carefully
Set out your must do list
Ensure priority on top of the list
Don’t procrastinate
Make notes to remember key agenda
Stay on task
Avoid chit chat when you have work to accomplish
Rate yourself daily to see whether you accomplish daily set agenda or not
Done
Not Done
Slide 36 : Copyrite Collin Francis The Job Center Online 2011 36 6/29/2011 Another Boring Day at Class, Sir Didn’t Prepare a Single Lesson. He has no Idea what he is talking about!
The Effective use of questions : Copyright Collin Francis The Job Center Online 2011 37 6/29/2011 The Effective use of questions It would be impossible to get through with your day and making tons of decisions without proper questioning techniques. You will learn more about this in our sales course.
Don’t argue with the customer.
Arguing breeds hate
You never get to solve problems that way
Take a break if you have to
Let someone else deal with the matter if you are getting upset
Never ask a question that allows the customer to give a no response.
This doesn’t allow for adequate comprehension of a customer
Therefore you cannot best serve that customer without proper questioning techniques
The Effective use of questions : Copyright Collin Francis The Job Center Online 2011 38 6/29/2011 The Effective use of questions Lead a customer to a solution.
Never make customers feel inadequate or used – lead them to their own solution
Answer a question with a question.
E.g. Do you have these in red?
Sales person; yes
Professional; Does red suite you best?
The reality is it’s difficult to anticipate what will come out of the customer’s mouth next; when a customer ask you a question anything can come out next (so please be mindful and never be too busy to answer questions without knowing the basis for the question in the first place), you might look stupid anticipating people’s thinking.
Dealing with Negativity : Copyrigt Collin Francis The Job Center Online 2011 39 6/29/2011 Dealing with Negativity What do you do when someone makes you mad?
Some people get violent
Some people isolate themselves
Some people smile
Some people get self destructive and engage in negative acts
Some people get prayerful
Study carefully your patterns of behavior when you get mad because that incite can heal you most assuredly
Learn to Love NoWe don’t always get what we want in life! : Copyright Collin Francis The Job Center Online 2011 40 6/29/2011 Learn to Love NoWe don’t always get what we want in life! Consider these questions
What was the first word your parents taught you that protects you to this day?
Why did they teach you that word?
How did they teach you that word?
How do you generally respond when someone says no to you?
Please record your responses in your note pad.
Activity : Copyritght Collin Francis The Job Center Online 2011 41 6/29/2011 Activity Mary came into your office, she complains about the customer service in your company. She talks ferociously about her experience with the last company she dealt with .Mary may have misinterpreted what you said .She complains that she is not coming back here. She also pointed out that she prefers to deal with male representatives.
Explain how exactly you would deal with that scenario
(grencooljobcenter@yahoo.com)
Slide 42 : Copyrite Collin Francis The Job Center Online 2011 42 6/29/2011 Miss Marvis Usual Day at the office Can You Help Me Please? Not Today Hun!
Over-Coming objections : Copyright Collin Francis The Job Center Online 2011 43 6/29/2011 Over-Coming objections Don’t attack customers
Be careful that you don’t attack customers’ self esteem when you are over-coming objections.
Never try to out smart customers
Lead them to their own solution
Customers are always right; therefore if you lead them to answer their own objections then it’s true.
Never try to get at the customer by proving you are right and they are wrong
When a customer objects , it tells you of where his interest lies
If you know what hurts; then you can band aid that wound
Principles of Sensational Selling Success : Copyright Collin Francis The Job Center Online 2011 44 6/29/2011 Principles of Sensational Selling Success Delivering great presentations
Don’t over talk the customer
Listen more than you speak
Only ask relevant questions
Get the prospects imagination at work
Use stories from previous customers to help customer make up their minds
Gain commitments instead of promises
If I can show you why you should use us will you purchase from us?
Our Sales Course was designed to make you great presenters but here is just a glimpse of our sales course
Principles of Sensational Selling Success : Copyright Collin Francis The Job Center Online 2011 45 6/29/2011 Principles of Sensational Selling Success Learn to qualify the customer
Do you chase after the customer until he says yes or no?
You may not have control over what a customer says but you have control of your time.
Develop a checklist of qualifying criteria that prospects must meet in order to invest your time in that person.
Motivate Prospects
Customers buy your product when they discover they have a problem. Find ways to help them solve their problem. When you discover the problem you can solve then ask questions to uncover and agitate those problems
Selling People outside your comfort zone.
Do you like talking to people outside your comfort zone. Stretch yourself and match your speech to gain rapport .
Practice your sales skills : Copyright Collin Francis The Job Center Online 2011 46 6/29/2011 Practice your sales skills Your at the store Jane is a new customer. You found out that she wants some Dawn Dish Washing Liquid that you don’t carry.
Demonstrate the scenario and help Jane solve her problem
Please record the same and send audio or video to my email
Practice your sales skills : Copyright Collin Francis The Job Center Online 2011 47 6/29/2011 Practice your sales skills You are cashing, the customer pays you three hundred dollars.
Demonstrate as a cashier the right approach to customers
Please email response in any format
Evaluation and Distribution of Certificates : Copyright Collin Francis The Job Center Online 2011 48 6/29/2011 Thank-you and we do hope that you will make the biggest difference in the world.
After you have satisfied the criteria for the course your certificate will be mailed to you in your email Evaluation and Distribution of Certificates
Slide 49 : Copyrite Collin Francis The Job Center Online 2011 49 6/29/2011