CUSTOMER SERVICE POWERPOINT

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  • + guestd62638 guestd62638 6 months ago
    interesting one..
  • + moraa787 moraa787 8 months ago
    thanxxx
  • + readysetpresent Andrew Schwartz 10 months ago
    As the author of this presentation, you can purchase and download this product by visiting us at ReadSetPresent.com (This is only a sample)!

    Thanks again for your interest, enthusiasm, understanding and support.

    Andrew E. Schwartz, CEO
  • + jellybinbug jellybinbug 10 months ago
    useful slide.keep on posting
  • + vluchsinger Vince Luchsinger 11 months ago
    Thank You
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CUSTOMER SERVICE POWERPOINT - Presentation Transcript

  1. Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel
    • 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.
    Program Objectives (1 of 2)
  2. 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.
  3. A Challenge
    • Please write a One Sentence Definition of
    • CUSTOMER SERVICE.
  4. 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.
  5. 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.
    • Communication.
    • Customer Sensitivity.
    • Decisiveness.
    • Energy.
    • Flexibility.
    • Follow-up.
    • Impact.
    • Initiative.
    • Integrity.
    Competencies (1 of 2)
  6. Competencies (2 of 2)
    • Job Knowledge.
    • Judgment.
    • Motivation To Serve.
    • Persuasiveness/Sales.
    • Planning.
    • Resilience.
    • Situation Analysis.
    • Work Standards.
  7. 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.
  8. 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.
    • 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.
    Common Excuses (2 of 2) For Service Lapses:
  9. The Customer Wants You To
    • . . . Invite me back.
    • . . . Listen to me.
    • . . . Value me.
    • . . . Greet me.
    • . . . Help me.
  10. 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

+ Andrew SchwartzAndrew Schwartz, 11 months ago

custom

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