Customer Service PowerPoint PPT Content Modern Sample

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    Customer Service PowerPoint PPT Content Modern Sample - Presentation Transcript

    1. Customer Service
    2. 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.
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    3. 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.
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    4. A Challenge
      • Please write a One Sentence Definition of
      • CUSTOMER SERVICE.
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    5. Questions On Being A Customer (1 of 2)
      • 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?
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    6. Questions On Being A Customer (2 of 2)
      • 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.
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    7. Competencies (1 of 2)
      • Communication.
      • Customer Sensitivity.
      • Decisiveness.
      • Energy.
      • Flexibility.
      • Follow-up.
      • Impact.
      • Initiative.
      • Integrity.
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    8. Competencies (2 of 2)
      • Job Knowledge.
      • Judgment.
      • Motivation To Serve.
      • Persuasiveness/Sales.
      • Planning.
      • Resilience.
      • Situation Analysis.
      • Work Standards.
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    9. Excuses Excuses www.readysetpresent.com Page
    10. 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.
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    11. Common Excuses For Service Lapses (1 of 2)
      • 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.
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    12. Common Excuses For Service Lapses (2 of 2)
      • 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.
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    13. The Customer Wants You To
      • . . . Greet me.
      • . . . Value me.
      • . . . Help me.
      • . . . Listen to me.
      • . . . Invite me back.
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    14. A Customer Then & Now www.readysetpresent.com Page
    15. Walk In The Customer’s Shoes www.readysetpresent.com Page
    16. Customer-Service Yardsticks www.readysetpresent.com Page
    17. What is your next step? www.readysetpresent.com Page
      • Download “ Customer Service ” PowerPoint presentation at ReadySetPresent.com 163 slides include : understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more. Royalty Free - Use Them Over and Over Again.
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    + Andrew SchwartzAndrew Schwartz, 7 months ago

    custom

    5449 views, 18 favs, 1 embeds more stats

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