This document is from a training session on customer service presented by the Regional Training Department. The training covers objectives like identifying customer needs and complaints, maintaining customer relationships, and communication skills. It discusses the importance of exceeding customer expectations and maintaining customers. Interactive portions get trainees to think from a customer perspective and discuss good and bad customer service experiences. It provides data on why customers leave, what they want from service, and keys to good customer service like communication and flexibility. The training emphasizes the importance of customer service in keeping customers satisfied and loyal.

1. GRAND CINEMASREGIONAL TRAINING DEPARTMENTREGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

2. REGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

3. Customer Service - 2010Describe the point behind this video and the message intended to deliver.The Message and the Point are:“ALWAYS EXCEED YOUR CUSTOMER EXPECTATION”“A CUSTOMER REMAINS A CUSTOMER TILL HIS/HER JOURNEY ENDS”REGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

4. Customer Service - 2010OPEN DISCUSSIONREGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

5. Customer Service - 2010WELCOME TOTHIS TRAINING SESSIONREGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

6. Customer Service - 2010TRAINING OBJECTIVESLearn 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.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.REGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

7. Customer Service - 2010CHALLENGEWrite a One Sentence Definition ofCUSTOMER SERVICE.REGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

8. Customer Service - 2010Let’s Switch RolesYOU ARE A CUSTOMER!Why do you need customer service?

9. Was the service provided over the phone or in person?

10. How did the customer service representative respond to your request, inquiry or problem?

11. If you felt the service was excellent, describe what made it so good.

12. If you felt the service was exceptionally poor, describe what made it that way.REGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

13. Customer Service - 2010Let’s Switch RolesYOU ARE A CUSTOMER!List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service.

14. Think of one of more ways to counter each excuse.REGIONAL TRAINING DEPARTMENTCUSTOMER SERVICE - 2010

15. Customer Service - 2010Did you Know?!EXCUSES FOR BAD CUSTOMER SERVICEI don't have enough time.

16. I don't get paid to be nice. I am measured by my productivity and accuracy.