Customer Service Nst

Customer Service New Hire Operations Training for Supervisors

Module Contents ,[object Object],Lesson 1: What is Customer Service? Lesson 2: Communicating With Customers Lesson 3: Creating a Better Customer Experience

Module Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Introduction ,[object Object],[object Object],[object Object],[object Object]

Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is Customer Service? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is Customer Service?, continued ,[object Object]

What is Customer Service?, continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Defining Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Defining Service, continued ,[object Object]

The DHL Customer Experience ,[object Object],[object Object]

The DHL Customer Experience, continued ,[object Object],[object Object]

YOUR Role in the Customer Experience ,[object Object],[object Object],[object Object],[object Object]

True Customer Service? ,[object Object],[object Object],[object Object],[object Object]

Introduction ,[object Object],[object Object],[object Object]

Creating a Positive Customer Experience ,[object Object],[object Object],[object Object]

P.I.E.C.E. ,[object Object],[object Object],Postively Impact Every Customer's Experience

Creating a Positive Experience, continued ,[object Object],[object Object],[object Object],[object Object]

Making a Positive 1st Impression ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Making a Positive 1st Impression, continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Building Rapport ,[object Object],[object Object],[object Object],[object Object]

Listening ,[object Object],[object Object],[object Object],MB PB V O T E

Active Listening ,[object Object],[object Object],[object Object],[object Object]

Successful Listening Steps Assure. 4 Explore. 3 Validate the Customer. 2 Decide to Listen. 1 Action Step

Difficult Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Phone Contact ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Phone Contact, continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Phone Contact, continued ,[object Object],[object Object],[object Object],[object Object],[object Object]

Phone Contact, continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer SERVE-ice? ,[object Object],[object Object]

Why Customer Service? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Why Customer Service?, cont’d ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

N.I.C.E. Activity ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Service Nst

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Customer Service Nst