1 of 24

Customer Interactions

Mastering Effective

2 of 24

Ice Breaker

Share your name, role , and one unique fact about you.

.

3 of 24

JUNE

2045

WARDIEE INC.

Head of

​

Session Guidelines

​

Share your experiences

Use Participant Guide

Time: 90 minutes

Silence your phones

Ask Questions

4 of 24

Agenda

By the end of this session, you will be able to:

Demonstrate techniques for effective communication

to enhance customer interactions.

Demonstrate techniques for acting with a sense of urgency to enhance customer interactions.

Distinguish between internal and external customers.

Demonstrate your understanding of the significance of empathizing with the customer through crafting of empathy statements.

.

5 of 24

Reflect and share your experience

Activity #1

  • What is it about that situation that made that experience so memorable?
  • How did that experience make you feel?
  • How has that experience impacted your interactions with that person or company?

6 of 24

Customer Interactions

Any communication or engagement between a business and its customers.

.

Types of Customers

  • External

TIP

Internal customers hold equal importance as external customers and warrant the same level of professionalism as external customers.

Internal

7 of 24

Tips for Effective Communication

​

  • Extend a warm greeting to the customer speaking clearly and confidently.

.

      • Give customers your full attention and maintain eye contact when speaking to them.

TIP

.

  • Be mindful of your tone in all situations – speak in a friendly

and respectful manner.

    • Smile to convey warmth and friendliness.
    • Be mindful of your body language and ensure that it demonstrates approachability.

Verbal Communication:

Non-Verbal Communication

  • Exhibit an attitude that exemplifies your willingness to assist

8 of 24

Tips for Effective Communication

Active Listening

​

It is listening to understand what the other person is saying fully.

It involves paying full attention to the speaker and listening

to understand and not to respond.

​

​

​

​

Carl Rogers

​

​

​

​

​

9 of 24

Tips for Effective Communication

Active Listening Tips

Paraphrase

​

Ask Open-ended Questions

Show empathy

10 of 24

Tips for Effective Communication

​

​

​

Restate the information you received from the customer in your own words.

Paraphrase

11 of 24

Tips for Effective Communications

What problems did you encounter with your last order?

Which specific printing supplies are you requesting for your department?

How did you send your requisition order to us?

Why were the cleaning supplies returned?

Ask open-ended questions to the customer to gather as much information about the request.

12 of 24

Tips for Effective Communication

​

​

​

Display Empathy

Listen and wait to speak

Recognize their feelings

Respect their views

Use empathetic statements

Show Empathy

13 of 24

Empathy Statements

Activity #2

  • Work in groups of 3, each group will brainstorm three empathy statements, as well as an example of when you will use each of them when interacting with a customer.

​

  • Select a spokesperson for the group to share your ideas with everyone.

​

​

  • Time: 5 minutes

​

​

14 of 24

Why is it important to be responsive to customers?

Acting with a sense of urgency

  • Aligns with customer expectations
  • It leads to improve customer satisfaction
  • Boost operational efficiency
  • Promotes trust and credibility
  • Reduced customer complaints and negative feedback
  • Improves overall customer experience

15 of 24

Tips on how to act with a sense of urgency

Take ownership of your work

16 of 24

Tips on how to act with a sense of urgency

Prioritize Tasks

Practice prioritizing tasks based on urgency and importance.

17 of 24

Tips on how to act with a sense of urgency

Seek help from others

18 of 24

Tips on how to act with a sense of urgency

Communicate with customer

Set expectations

Provide prompt updates to the customer.

​

19 of 24

Acting with a sense of urgency

Video Placeholder

​

​

20 of 24

Final Activity – Role Play

​

​

Four volunteers:

​

  • One person to play customer,
  • Two persons to play purchase officers,
  • One person to play the observer.

​

  • 5-10 minutes for the demonstration and the observer and peers will have 5 minutes to provide their feedback.

21 of 24

Final Activity – Role Play

​

​

22 of 24

Action Plan

My next steps.

23 of 24

Questions & Answers

24 of 24

THANK YOU