Customer service

1. Page 1
www.ReadySetPresent.com
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

2. Page 2
www.ReadySetPresent.com
 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 ObjectivesProgram Objectives (1 of 2)

3. Page 3
www.ReadySetPresent.com
Program ObjectivesProgram 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.

4. Page 4
www.ReadySetPresent.com
A ChallengeA Challenge
Please write a One Sentence
Definition of
CUSTOMER SERVICE.

5. Page 5
www.ReadySetPresent.com
Questions On Being AQuestions 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.

6. Page 6
www.ReadySetPresent.com
Do You Know Why TheyDo You Know Why They
Leave?Leave? 1% die.
 3% move away.
 5% develop other relationships.
 9% leave for competitive reasons.
 14% are dissatisfied with
product or service.
 68% leave because of rude or
discourteous service.

7. Page 7
www.ReadySetPresent.com
 Communication.
 Customer Sensitivity.
 Decisiveness.
 Energy.
 Flexibility.
 Follow-up.
 Impact.
 Initiative.
 Integrity.
CompetenciesCompetencies (1 of 2)

8. Page 8
www.ReadySetPresent.com
CompetenciesCompetencies (2 of 2)
 Job Knowledge.
 Judgment.
 Motivation To Serve.
 Persuasiveness/Sales.
 Planning.
 Resilience.
 Situation Analysis.
 Work Standards.

9. Page 9
www.ReadySetPresent.com
ExcusesExcuses
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.

10. Page 10
www.ReadySetPresent.com
Common ExcusesCommon 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.

11. Page 11
www.ReadySetPresent.com
 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 ExcusesCommon Excuses (2 of 2)
For Service Lapses:For Service Lapses:

12. Page 12
www.ReadySetPresent.com
The Customer Wants You ToThe Customer Wants You To
 . . . Invite me back.
 . . . Listen to me.
 . . . Value me.
 . . . Greet me.
 . . . Help me.

13. Page 13
www.ReadySetPresent.com
About This Product:About This Product:
To download this entire Customer Service PowerPointTo download this entire Customer Service PowerPoint
presentation visit ReadySetPresent.compresentation visit ReadySetPresent.com
Over 100+ slides on topics such as: understanding the basics ofOver 100+ slides on topics such as: understanding the basics of
effective customer service, addressing excuses, examiningeffective customer service, addressing excuses, examining
behaviors, 7 steps to customer service, words to use and words tobehaviors, 7 steps to customer service, words to use and words to
avoid, top ten customer complaints, five common customeravoid, top ten customer complaints, five common customer
requests, implementing a good customer service program, servicerequests, implementing a good customer service program, service
standards, 4 steps to super service, how to's and more. Royaltystandards, 4 steps to super service, how to's and more. Royalty
Free - Use Them Over and Over Again.Free - Use Them Over and Over Again.

14. Page 14
www.ReadySetPresent.com
Our views have increased theOur views have increased the
mark of the 20,000mark of the 20,000
 Thank you viewers
 Looking forward to franchise,
collaboration, partners.

15. Page 15
www.ReadySetPresent.com
This platform has been started by ParveenThis platform has been started by Parveen
Kumar Chadha with the vision that nobody shouldKumar Chadha with the vision that nobody should
suffer the way he has suffered because of lacksuffer the way he has suffered because of lack
and improper healthcare facilities in India. Weand improper healthcare facilities in India. We
need lots of funds manpower etc. to make thisneed lots of funds manpower etc. to make this
vision a reality please contact us. Join us as avision a reality please contact us. Join us as a
member for a noble cause.member for a noble cause.

16. Page 16
www.ReadySetPresent.com
Contact us:- 011-25464531, 9818569476
E-mail:- nursingnursing@yahoo.in