Customer Service Power Point

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Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel

Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel


Learn to identify and analyze customer needs and problems.

Recognize the most common reasons for customer complaints.

Discover techniques to cultivate and maintain special customer relationships.

Program Objectives Program Objectives (1 of 2)


Program Objectives Program Objectives (2 of 2) Assess your communication

style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.

Identify specific problems in your customer service program and apply treatment.


A A ChallengeChallenge

Please write a One Sentence Definition of

CUSTOMER SERVICE.


Questions On Being A Questions On Being A CustomerCustomer Why do you need customer

service?

Was the service provided over the phone or in person?

How did the customer service representative respond to your request, inquiry or problem?

If you felt the service was excellent, describe what made it so good.

If you felt the service was exceptionally poor, describe what made it that way.


Do You Know Why They Do You Know Why They Leave?Leave? 1% die.

3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied withproduct or service.

68% leave because of rude ordiscourteous service.


Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.

Competencies Competencies (1 of 2)


Competencies Competencies (2 of 2)

Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/

Sales. Planning. Resilience. Situation Analysis. Work Standards.


Excuses Excuses ExcusesExcuses

List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service.

Think of one of more ways to counter each excuse.


Common Excuses Common Excuses (1 of

2) For Service Lapses:For Service Lapses: I don't have enough time.

I don't get paid to be nice. I am measured by my productivity and accuracy.

How can we do a good job if the computer is always down?

Every customer is totally bonkers today.


I can't deal with people who do not show me respect.

How can we do a good job if the other departments do not provide the back-up we need?

I am having a bad day. People are basically stupid. I am always too busy.

Common Excuses Common Excuses (2 of

2) For Service Lapses:For Service Lapses:


The Customer Wants The Customer Wants You ToYou To

. . . Invite me back.

. . . Listen to me.

. . . Value me.

. . . Greet me.

. . . Help me.


About This Product: About This Product:

To download this entire “To download this entire “Customer ServiceCustomer Service” ” PowerPoint presentation visit: PowerPoint presentation visit:

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117 slides include117 slides include: understanding the basics of effective customer : understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, super service, 10+ slides on what to say and addressing excuses,

10+ slides on implementing a program and examining behaviors, 7 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance practical steps to customer service, 30 slides on performance

standards and quality, looking to the future, Q& A's, 5 slides on standards and quality, looking to the future, Q& A's, 5 slides on increasing customer satisfaction, the top ten customer complaints, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, the five most common customer requests, 4 steps to super service,

how to's and more. how to's and more.

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Customer Service Power Point

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Transcript of Customer Service Power Point