Customer service

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  • 1. By: Human Resource
    Ali Makki
    Date: 03 March 2010
  • 2. Training objectives
  • 3. 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.
    Identify specific problems in your customer service program and apply treatment.
    Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.
  • 4. Please write a One Sentence Definition of CUSTOMER SERVICE.
  • 5. Customer service is the ability to provide a service or product in the way that it has been promised
    Customer service is about treating others as you would like to be treated yourself
    Customer service is an organization's ability to supply their customers' wants and needs
    Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner
    Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer
  • 6. Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner
    A positive, polite, caring and friendly attitude
    Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer
    Customer service is a proactive attitude that can be summed up as: I care and I can do
    The process of delivering first rate benefits and treating customers fairly and professionally
  • 7. Question on being ACustomer
  • 8. Why do you need customer service?
    How did the customer service representative respond to your request, inquiry or problem?
    Was the service provided over the phone or in person?
    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.
  • 9. Do you know why THEY leave ?
  • 10. 1%die.
    68%leave because of rude or discourteous service.
    14%are dissatisfied with product or service.
    3%move away.
    9%leave for competitive reasons.
    5%develop other relationships.
  • 11. COMPETENCIES
  • 12. Follow-up.
    Motivation To Serve.
    Work Standards.
    Communication.
    Decisiveness.
    Judgment.
    Initiative.
    Situation Analysis.
    Customer Sensitivity.
    Integrity.
    Energy.
    Flexibility.
  • 13. EXCUSES
  • 14. 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.
    I can't deal with people who do not show me respect.
    I am always too busy.
    People are basically stupid.
    I am having a bad day.
    How can we do a good job if the other departments do not provide the back-up we need?
    I don't have enough time.
    I am measured by my productivity and accuracy.
    How can we do a good job if the computer is always down?
    I don't get paid to be nice.
  • 15. The CUSTOMERWants You To
    Value him. . . .
    Greet him. . . .
    Invite him back. . . .
    Listen to him. . . .
    Help him. . . .
  • 16. Walk In The CUSTOMER’s Shoes
    What is your next step?