Customer service training please

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This power point introduction an original concept called, P.l.E.A.S.E. which can be used to improve customer service relations.

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Customer service training please

  1. 1. Customer Service Training20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  2. 2. P stands for pleasant & positivity• This is the Number 1 rule.• People respond positively when you are pleasant than when you are sour.• After all what curdles milk, lime or sugar?• Positive responses add to the customer experience.20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  3. 3. L Logic & Listening• understand the rules• make a decision and know why that decision counts.• understand the bigger picture20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  4. 4. E Energetic & Enthusiasm• be energetic• love what you do• know what you are doing and• why you are doing it.• do it with enthusiasm20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  5. 5. A Attitude & Accountability• having positive attitude keeps everything on an even keel• ownership for what you say• and for your action• Demonstrates accountability and maturity20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  6. 6. SSmile & Sober• A smile is contagious• A smile defuses situations• A smilemakes you live longer and look younger.• It takes 40 muscles to frown, 16 to smile.• Smiling lowers your blood pressure.• Sobriety- clearheadness20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  7. 7. EEmpathy & Emotions• keep emotions in check• try to understand the other side• display empathy• demonstrate emotional maturity20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  8. 8. Putting it together Let us discuss!Your ideas for each letter and examples whereyou could have used that particular quality moreeffectively.20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet
  9. 9. P.L.E.A.S.E. PLEASE ensure that the customer feels welcomed and experience superior quality service. Remember every action has an equal and opposite reaction! YOU CHOOSE!20/12/2012 11:27:56 AM Developed by Elaine Oxamendi Vicet

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