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CUSTOMER SERVICE

SEMINAR WORKSHOP

January 10, 2020

Gabriel Angelo Lucero

Gabriel Angelo Lucero

1. Owner, Dream Team Digital Marketing

2. CEO, Kawayan, Inc.

3. Property Consultant - Property Providers

4. Associate Professor I - UM

5. Part-Time Professor - DMMA

6. Undergrad, USEP - AB Language

7. Masters, UP Mindanao - Management

FUNDAMENTALS OF CUSTOMER HANDLING

-

WHO ARE THE CUSTOMERS?

BABY BOOMERS

BABY BOOMERS aka FLOWER CHILDREN

- Born 1946 onwards.

- Known for their pivotal roles in the civil rights movement.

- This generation values relationships, as they did not grow up with technology running their lives.

WHO ARE THEY?

In the workforce, Baby Boomers play by the rules, putting their work life first. They paved the path for the workaholic in the corporate world, which is currently being re-structured today, thanks to the Millennials.

WORKFORCE

Generation X is focused more on work-life balance rather than following the straight-and-narrow path of the corporate world.

They are the first generation to value work-life balance, possibly in response to experiencing the consequences of their parents’ workaholism — their broken homes.

GEN X

GEN X aka THE LOST GENERATION

The first generation to reach adulthood in the new millennium, Millennials are the young technology gurus who thrive on new innovations, startups, and working out of coffee shops.

Time magazine called them “The Me Me Me Generation”

because they want it all. They are known as confident, entitled, and depressed.

MILLENIALS

MILLENIALS aka

THE NARCISSISTIC TECH GURUS

GENERAL CHARACTERISTICS OF THE CONSUMERS

HOW TO SPEAK IN THEIR LANGUAGE

SO WHAT SHOULD

YOU DO?

LET'S HEAR FROM THE NETIZENS...

LET US HEAR FROM THE NETIZENS...

HERE'S HOW:

HERE'S HOW

8 Customer Service Tips

1. EMPATHIZE.

2. SIMPLIFY.

3. CPR.

4. SEE.

5. FOLLOW UP.

HOW TO KEEP THEM

HOW TO KEEP THEM?

PEOPLE and SOCIETY

BODY LANGUAGE

BODY LANGUAGE

Head – slower nodding emphasizes interest.

Mouth – Smile is very important, conveys message that you are approachable.

Hands – Just be yourself, no perspiring of hands and dirty nails.

Feet – avoid compulsive jabbing of the floor, desk or chair with your foot.

Facial Expression and Eye Contact – they are not body language, they are types of non verbal communication.

COMMUNICATION

PROCESS

COMMUNICATION PROCESS

At any point of communication process, communication breakdown will occur that maybe caused by different factors:

Physical Barrier – includes large working areas that are physically separated from others.

Language Barrier – when a person uses different language while he is speaking or writing.

Emotional Barrier – emotions could be a barrier to communication if you are engrossed into it for some reason.

Lack of Subject Knowledge – when a person who sends a message lacks subject knowledge because he may not be able to convey the message clearly.

Stress – when a person is under immense stress.

WHO ARE THEY?

I don't want your hope. I don't want you to be hopeful. I want you to panic ... and act as if the house was on fire.

GRETA THUNBERG

Environment is not merely land, air, and water but also people.

GINA LOPEZ

REMELYN NAPOCO

GO KAPA WAY SIRADO!

WHAT IS COMMON?

THANK YOU!

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