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Customer Service Basics by Operational Excellence Consulting
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Customer Service Basics by Operational Excellence Consulting

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Training presentation on the basics of customer service. Learn the ABC's and 123's of customer service.

Training presentation on the basics of customer service. Learn the ABC's and 123's of customer service.

For more information, please visit: http://www.oeconsulting.com.sg

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Customer Service Basics by Operational Excellence Consulting Presentation Transcript

  • 1. © Operational Excellence Consulting. All rights reserved. Customer Service Basics © Operational Excellence Consulting. All rights reserved.
  • 2. 2© Operational Excellence Consulting. All rights reserved. Objective • To understand the basics of customer service
  • 3. 3© Operational Excellence Consulting. All rights reserved. Outline • The ABC’s of customer service • The 123’s of customer service
  • 4. © Operational Excellence Consulting. All rights reserved. ABC’s of Customer Service
  • 5. 5© Operational Excellence Consulting. All rights reserved. ABC’s of Customer Service • A – Attitude • B – Business knowledge • C – Customer-orientation
  • 6. 6© Operational Excellence Consulting. All rights reserved. A – Attitude • Your attitude matters • Your tone of voice • How you say things • Your body language • Don’t be too casual
  • 7. 7© Operational Excellence Consulting. All rights reserved. B – Business Knowledge • Are you knowledgeable?  You are the person with expertise  Your knowledge of products/ services  Demonstrate – show and tell  Your knowledge of company’s policies and procedures
  • 8. 8© Operational Excellence Consulting. All rights reserved. B – Business Knowledge • Do you have proper tools?  When you start work:  Pull up customer database  Have easy access to customer files  Ensure equipment are functional  Is your work area organized and neat?  Is your appearance professional?
  • 9. 9© Operational Excellence Consulting. All rights reserved. B – Business Knowledge • Don’t be afraid to say if you need help  Let the customer know how are you going to find the answer, e.g. refer to manual, consult supervisor, etc.  Ask the customer if he would like to be put on ‘Hold’ or have a callback
  • 10. 10© Operational Excellence Consulting. All rights reserved. C – Customer-oriented • Establish positive rapport • Be personal • Say thank you  Show appreciation to the customer • Follow up  Most easily forgotten step  Don’t make promises that you cannot keep
  • 11. © Operational Excellence Consulting. All rights reserved. 123’s of Customer Service
  • 12. 12© Operational Excellence Consulting. All rights reserved. 123’s of Customer Service • Deal with 1 customer at a time • Customer service is a 2-way exchange • Solve or identify issue in 3 minutes (or less)
  • 13. 13© Operational Excellence Consulting. All rights reserved. Deal with 1 customer at a time • Concentrate only on serving the customer  Don’t get distracted • Be personal • Don’t let bad experiences carry over • Easy access to customer information
  • 14. 14© Operational Excellence Consulting. All rights reserved. Customer service is a 2-way exchange • Assure customer • Listen actively • Be honest  Let the customer know what you can do for him/her • Ask questions  Close questions  Use closed-ended questions to control the situation  Open questions
  • 15. 15© Operational Excellence Consulting. All rights reserved. Solve or identify issue in 3 minutes (or less) • Have a sense of urgency • Control the situation  Use open or close questions  Take it off the phone if necessary • Don’t say you don’t know
  • 16. 16© Operational Excellence Consulting. All rights reserved. Solve or identify issue in 3 minutes (or less) • Explain if you need more time  Use ‘Hold’ button sparingly • Ensure customer satisfaction • Always go the extra mile
  • 17. 17© Operational Excellence Consulting. All rights reserved. Copyrights of all the pictures used in this presentation are held by their respective owners.
  • 18. © Operational Excellence Consulting. All rights reserved. END OF PRESENTATION For more of our training presentations, please visit: www.oeconsulting.com.sg