CUSTOMER SERVICE POWERPOINT

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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)

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.

A Challenge

Please write a One Sentence Definition of

CUSTOMER SERVICE.

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.

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)

Competencies (2 of 2)

Job Knowledge.

Judgment.

Motivation To Serve.

Persuasiveness/Sales.

Planning.

Resilience.

Situation Analysis.

Work Standards.

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.

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:

The Customer Wants You To

. . . Invite me back.

. . . Listen to me.

. . . Value me.

. . . Greet me.

. . . Help me.

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