Customer service for front line sales representatives Designed with Middle East audience in mind

1. Customer Service From the

2. Objectives
 At the end of this program you should be able
to develop a mindset of world-class customer
service by
◦ Understanding the ultimate outcome of every
customer service transaction
◦ Identifying strategies to create superior customer
service experiences
◦ Recognizing industry standards and best practice
behaviors in world-class customer service
◦ Using world-class language in daily customer
interactions
◦ Demonstrating active listening skills
◦ Demonstrating the steps to diffuse an upset
customer

3. Agenda
Day 1 Day 2
Objectives Review exercises
Ultimate Goal What is superior service?
What is Customer Service Superior service scenarios activity
Who is your customer? How to handle difficult customers
Win-win-win in World Class
Service
Role play activities
The good, the bad and the ugly Customer Service mantras
What drives performance? Johnny the bagger
Levels of service relationship Assessment
Best practices and core standards Recognition
Active listening Survey
World Class language
Summary

4. AFWJ Objectives
 To improve our market share in the local
watches and jewellery industry
 To increase our retail foot print by opening
Watch House doors in feasible markets
 To attract and acquire leading international
watch and jewellery brands to strengthen our
portfolio
 To maintain and continuously upgrade Watch
House and AFWJ stores
 To attract the best talent by providing best
working practices and career opportunities
 To be a world class shopping destination with

5. I love AFWJ, they provide the
best customer service.”
Our Goal

6. Knowledge ≠ Understanding

7. What is Customer Service?
“I want to
feel cared
for”
“I want to
feel looked
after”

8. Getting to know you

9. Who is your customer?
 Internal
 External

10. Win-Win-Win
The customer
You
AFWJ

11. Your Role as Sales
Representative
 Sales Targets
 Customer Service
 Visual Merchandising
 SOP
 Teamwork and Grooming
 Al-Futtaim Way

12. What’s your story?

13. What drives performance?
Values/ Beliefs
Opinions
/Emotions
Behavior Performance

14. Levels of Service
Relationships

15. Wow Stories
The best way to find yourself is to lose
yourself in the service of others.” –M.
Gandhi

16. Achieving Best Practice
 Core standards
 Professionalism
◦ Look pro
◦ Act pro
◦ Speak pro
If you refuse to accept anything but
the best, you often get it.” – W. S.
Maugham

17. Active Listening
 People before paperwork
 Eye contact
 VMEs
 Undivided attention
 Facial expression and body language
You must be the change you want to
see in the world.” – M. Gandhi

18. Listening Exercises
1. Amazing facts
2. What’s in a
name?
3. Pass the
message
Most people do not listen with the intent to
understand; they listen with the intent to
reply.” – Stephen Covey

19. Quick tips to be world-class
 Problem
 can’t
 You have to
 No
 I don’t know
 Situation or
concern
 CAN
 We need to
 I’d love to or I
wish I could
 Good question,
let me check…

20. Quick tips to be world-class
“Sorry to keep you waiting.”
“Thank you for the wait.”
“You’re welcome!”, “My pleasure!”
“Sure!”
“See you again soon!”
“I’ll be right with you in __ minutes.”
The words you use make up the
world we live in.” – Jeff Courtney

21. What is Superior Service?

22. Customer Service Mantras

23. Steps to Diffuse
1. Apologize
◦ “I’m sorry for the confusion…”
2. Empathize
◦ “I understand you are frustrated…”
3. Assure
◦ “I assure you we will fix this for you…”
4. Get Cooperation
◦ “Okay?”

24. Let’s watch
 Johnny the bagger

25. I love AFWJ, they provide the
best customer service.”
Our Goal