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Customer service

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Customer service

  1. 1. By: Human Resource<br />Ali Makki<br />Date: 03 March 2010<br />
  2. 2. Training objectives<br />
  3. 3. Learn to identify and analyze customer needs and problems. <br />Recognize the most common reasons for customer complaints. <br />Discover techniques to cultivate and maintain special customer relationships. <br />Identify specific problems in your customer service program and apply treatment.<br />Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems. <br />
  4. 4. Please write a One Sentence Definition of CUSTOMER SERVICE. <br />
  5. 5. Customer service is the ability to provide a service or product in the way that it has been promised<br />Customer service is about treating others as you would like to be treated yourself<br />Customer service is an organization's ability to supply their customers' wants and needs<br />Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner<br />Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer<br />
  6. 6. Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner<br />A positive, polite, caring and friendly attitude<br />Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer<br />Customer service is a proactive attitude that can be summed up as: I care and I can do<br />The process of delivering first rate benefits and treating customers fairly and professionally<br />
  7. 7. Question on being ACustomer<br />
  8. 8. Why do you need customer service? <br />How did the customer service representative respond to your request, inquiry or problem?<br />Was the service provided over the phone or in person? <br />If you felt the service was excellent, describe what made it so good. <br />If you felt the service was exceptionally poor, describe what made it that way. <br />
  9. 9. Do you know why THEY leave ?<br />
  10. 10. 1%die. <br />68%leave because of rude or discourteous service. <br />14%are dissatisfied with product or service. <br />3%move away. <br />9%leave for competitive reasons.<br />5%develop other relationships. <br />
  11. 11. COMPETENCIES<br />
  12. 12. Follow-up. <br />Motivation To Serve. <br />Work Standards. <br />Communication.<br />Decisiveness. <br />Judgment. <br />Initiative. <br />Situation Analysis. <br />Customer Sensitivity. <br />Integrity.<br />Energy. <br />Flexibility.<br />
  13. 13. EXCUSES<br />
  14. 14. 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.<br />I can't deal with people who do not show me respect. <br />I am always too busy.<br />People are basically stupid. <br />I am having a bad day. <br />How can we do a good job if the other departments do not provide the back-up we need?<br />I don't have enough time. <br />I am measured by my productivity and accuracy. <br />How can we do a good job if the computer is always down? <br />I don't get paid to be nice.<br />
  15. 15. The CUSTOMERWants You To <br />Value him. . . . <br />Greet him. . . . <br />Invite him back. . . .<br />Listen to him. . . . <br />Help him. . . . <br />
  16. 16. Walk In The CUSTOMER’s Shoes <br />What is your next step? <br />

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