Customer Service training
Upcoming SlideShare
Loading in...5
×
 

Customer Service training

on

  • 4,972 views

 

Statistics

Views

Total Views
4,972
Views on SlideShare
4,971
Embed Views
1

Actions

Likes
2
Downloads
246
Comments
0

1 Embed 1

http://www.slideshare.net 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Customer Service training Customer Service training Presentation Transcript

  • GRAND CINEMAS
    REGIONAL TRAINING DEPARTMENT
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Describe the point behind this video and the message intended to deliver.
    The Message and the Point are:
    “ALWAYS EXCEED YOUR CUSTOMER EXPECTATION”
    “A CUSTOMER REMAINS A CUSTOMER TILL HIS/HER JOURNEY ENDS”
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
    View slide
  • Customer Service - 2010
    OPEN DISCUSSION
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
    View slide
  • Customer Service - 2010
    WELCOME TO
    THIS TRAINING SESSION
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    TRAINING OBJECTIVES
    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.
    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.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    CHALLENGE
    Write a One Sentence Definition of
    CUSTOMER SERVICE.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Let’s Switch Roles
    YOU ARE A CUSTOMER!
    • 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.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Let’s Switch Roles
    YOU ARE A CUSTOMER!
    • 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.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Did you Know?!
    EXCUSES FOR BAD CUSTOMER SERVICE
    • 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.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Did you Know?!
    WHY A CUSTOMER LEAVES?
    • 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.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Did you Know?!
    KEYS TO CUSTOMER SERVICE
    • Communication.
    • Customer Sensitivity.
    • Decisiveness.
    • Energy.
    • Flexibility.
    • Follow-up.
    • Impact.
    • Initiative.
    • Integrity.
    • Job Knowledge.
    • Judgment.
    • Motivation To Serve.
    • Persuasiveness/Sales.
    • Planning.
    • Resilience.
    • Situation Analysis.
    • Work Standards.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Did you Know?!
    CYCLE OF WORK
    IN ORDER TO REDUCE COST, STATE WHICH OF THESE DEPARTMENTS CAN BE REMOVED WITHOUT EFFECTING THE BUSINESS
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    Did you Know?!
    WHAT A CUSTOMER WANTS
    • . . . Greet me.
    • . . . Value me.
    • . . . Help me.
    • . . . Listen to me.
    • . . . Invite me back.
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    SO! WHICH TYPE OF EMPLOYEES ARE YOU?
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010
  • Customer Service - 2010
    THANK YOU FOR YOUR ATTENTION
    REGIONAL TRAINING DEPARTMENT
    “AT YOUR SERVICE”
    All Statistics, information and figures are upon studies made by the Customer Care Institute – Atlanta, U.S.A
    http://www.customercare.com/
    REGIONAL TRAINING DEPARTMENT
    CUSTOMER SERVICE - 2010