Customer Service Powerpoint3437

www.ReadySetPresent.com Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel Page 1

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

www.ReadySetPresent.com 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. Page 3

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

www.ReadySetPresent.com Questions On Being 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. Page 5

www.ReadySetPresent.com Do You Know Why They 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. Page 6

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

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

www.ReadySetPresent.com Excuses Excuses  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. Page 9

www.ReadySetPresent.com Common Excuses (1 of 2) 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. Page 10

www.ReadySetPresent.com Common Excuses (2 of 2) For Service Lapses: who do not  I can't deal with people 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. Page 11

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

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

Customer Service Powerpoint3437

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