Introduction to DDVskills and to the importance of delivering outstanding customer service

1. Introducing
DDVskills
Customer
Service
Excellence
Navigating
the
Customer
Service
Experience
into
the
right
direction

2. Your Customer
doesn’t care
How much you know,
Until he knows
how much you care.
Damon Richards

3. Statistics on
customer service
should NOT
be ignored
Facts

5. Facts
Attracting new customers
cost 5 x more compared
to the ones you already
have

7. Facts
91% of unhappy
customers will not
willingly do business
with you again

9. Facts
Of all companies with
outstanding customer
service 70% of them uses
customer feedback
to make strategic
business decisions

11. ➢ Keep it simple
➢ Your vision should match you customer base.
➢ Don’t complicate what you are about.
➢ Don’t fool yourself. Are you being innovative or just
oblivious
➢ Be aware of the elements your customers experience
➢ Understand and get to know your customer outside of the
interactions with your company
What
to
do?

12. At
your
Service
➢ International knowhow to stand out in a
competitive market
➢ 15 years + experience in Customer Service
➢ Tailored workshops
➢ Bespoke to the needs of your customers
➢ Competitive prices to meet your budget

13. My workshops are aimed at both the Entrepreneur
as to the larger corporations. Simply for the reason
that the 1 thing and the most important part of any
business they have in common is the customer.
The customer rewards you by giving you business
and pays for the service of products your provide
and that is the customer demands excellence, but
more importantly “DESERVES”
Customers
demand

14. ➢ Tailored to your specific needs and requirement
➢ Tailored to the challenges you and your employees
➢ Tailored to the needs of your customers
➢ Tailored to your specific industry
➢ Groups with max 10 delegates/workshop
Our
workshops
are..

15. The objective of the workshop is to improve user
satisfaction while increasing employee morale and
to develop the coaching skills of managers and
supervisors
Objectives

16. ➢ Improved customer satisfaction scores
➢ Reduced escalations
➢ Increased call resolution rates
➢ A common service language
➢ Improved staff morale and reduced turnover
➢ Improved productivity
Outcomes

17. A range of teaching methodologies will be employed throughout the training.
They include presentations to explain new information and ideas; plenary
discussions to obtain participants views and opinions; group activities to
enable participants to work with one another; demonstrations, role plays and
case studies.
Teaching methods are taken into account the special needs of participants
including their experience, role within the company and habits.
The participants are encouraged to engage and give scenario’s they deal with
on a daily basis as examples to how we can improve our customer service.
Methodology

18. Any individual employee alone is very unlikely to achieve major changes in the quality of
customer service in an organisation. Walking the same road and striving for the same
goals as a team, can make a business go from being average to being outstanding.
This customer service excellence workshop is carefully researched and delivered to build
up a critical mass of people who are pulling in the same direction to collectively consider:
➢Why how we perform matters
➢What's different about good
performance
➢Performance standards
➢Turn complaints into opportunities
➢Listening skills
➢Assertiveness
➢Effective communications
➢Customer-focused organisations
➢First contact
➢Customer rapport
➢Develop a reputation for reliability
Excellence
assured

19. ➢ The effects of good and bad customer service on your
organisation
➢ How a change in your behaviour can have an impact on
your customer and increase customer loyalty
➢ How to project a professional company image through
becoming aware of your product/business
➢ How to handle difficult customers
➢ What communication skills to practice so that you
become more effective in your customer service role
➢ How to maintain a positive attitude even in challenging
situations
You
will
learn

20. ➢Knowing your organisation
and industry
➢What impression do you
create
➢Good versus poor customer
service
➢Who is my customer
➢Customer Satisfaction
➢Responding to and turning
complaints into opportunities
➢Communicating positively
with customers
➢Telephone skills and
etiquette
➢Resetting Expectations
➢Dealing with difficult
customers
Topics

21. Anybody within the company in direct contact
with customers
➢In person
➢On the phone
➢Via email
Who?

22. All our trainings are customer service related but can
be targeted to specific area’s in your company. We do
deliver sales training which will be automatically
combined with customer service as it is our believe
that you cannot deliver a sale without serving your
customers before, during and after the purchase has
been completed.
➢ Telesales
➢ Receptionist training
➢ Telephone etiquette
➢ One-on-one coaching
Services
offered

23. Some
of
our
clients

24. Contact
us