Customer Service training

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Customer Service training

  1. 1. GRAND CINEMAS<br />REGIONAL TRAINING DEPARTMENT<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  2. 2. REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  3. 3. Customer Service - 2010<br />Describe the point behind this video and the message intended to deliver.<br />The Message and the Point are:<br />“ALWAYS EXCEED YOUR CUSTOMER EXPECTATION”<br />“A CUSTOMER REMAINS A CUSTOMER TILL HIS/HER JOURNEY ENDS”<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  4. 4. Customer Service - 2010<br />OPEN DISCUSSION<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  5. 5. Customer Service - 2010<br />WELCOME TO<br />THIS TRAINING SESSION<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  6. 6. Customer Service - 2010<br />TRAINING OBJECTIVES<br />Learn to identify and analyze customer needs and problems.<br />Recognize the most common reasons for customer complaints.<br />Discover techniques to cultivate and maintain special customer relationships.<br />Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.<br />Identify specific problems in your customer service program and apply treatment.<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  7. 7. Customer Service - 2010<br />CHALLENGE<br />Write a One Sentence Definition of<br />CUSTOMER SERVICE.<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  8. 8. Customer Service - 2010<br />Let’s Switch Roles<br />YOU ARE A CUSTOMER!<br /><ul><li>Why do you need customer service?
  9. 9. Was the service provided over the phone or in person?
  10. 10. How did the customer service representative respond to your request, inquiry or problem?
  11. 11. If you felt the service was excellent, describe what made it so good.
  12. 12. If you felt the service was exceptionally poor, describe what made it that way.</li></ul>REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  13. 13. Customer Service - 2010<br />Let’s Switch Roles<br />YOU ARE A CUSTOMER!<br /><ul><li>List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service.
  14. 14. Think of one of more ways to counter each excuse.</li></ul>REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  15. 15. Customer Service - 2010<br />Did you Know?!<br />EXCUSES FOR BAD CUSTOMER SERVICE<br /><ul><li>I don't have enough time.
  16. 16. I don't get paid to be nice. I am measured by my productivity and accuracy.
  17. 17. How can we do a good job if the computer is always down?
  18. 18. Every customer is totally bonkers today.
  19. 19. I can't deal with people who do not show me respect.
  20. 20. How can we do a good job if the other departments do not provide the back-up we need?
  21. 21. I am having a bad day.
  22. 22. People are basically stupid.
  23. 23. I am always too busy.</li></ul>REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  24. 24. Customer Service - 2010<br />Did you Know?!<br />WHY A CUSTOMER LEAVES?<br /><ul><li>1% die.
  25. 25. 3% move away.
  26. 26. 5% develop other relationships.
  27. 27. 9% leave for competitive reasons.
  28. 28. 14% are dissatisfied with product or service.
  29. 29. 68% leave because of rude or discourteous service.</li></ul>REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  30. 30. Customer Service - 2010<br />Did you Know?!<br />KEYS TO CUSTOMER SERVICE<br /><ul><li>Communication.
  31. 31. Customer Sensitivity.
  32. 32. Decisiveness.
  33. 33. Energy.
  34. 34. Flexibility.
  35. 35. Follow-up.
  36. 36. Impact.
  37. 37. Initiative.
  38. 38. Integrity.
  39. 39. Job Knowledge.
  40. 40. Judgment.
  41. 41. Motivation To Serve.
  42. 42. Persuasiveness/Sales.
  43. 43. Planning.
  44. 44. Resilience.
  45. 45. Situation Analysis.
  46. 46. Work Standards.</li></ul>REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  47. 47. Customer Service - 2010<br />Did you Know?!<br />CYCLE OF WORK<br />IN ORDER TO REDUCE COST, STATE WHICH OF THESE DEPARTMENTS CAN BE REMOVED WITHOUT EFFECTING THE BUSINESS<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  48. 48. Customer Service - 2010<br />Did you Know?!<br />WHAT A CUSTOMER WANTS<br /><ul><li>. . . Greet me.
  49. 49. . . . Value me.
  50. 50. . . . Help me.
  51. 51. . . . Listen to me.
  52. 52. . . . Invite me back.</li></ul>REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  53. 53. Customer Service - 2010<br />SO! WHICH TYPE OF EMPLOYEES ARE YOU?<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />
  54. 54. Customer Service - 2010<br />THANK YOU FOR YOUR ATTENTION<br />REGIONAL TRAINING DEPARTMENT<br />“AT YOUR SERVICE”<br />All Statistics, information and figures are upon studies made by the Customer Care Institute – Atlanta, U.S.A<br />http://www.customercare.com/<br />REGIONAL TRAINING DEPARTMENT<br />CUSTOMER SERVICE - 2010<br />

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