Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Customer service tips

this a small presentation helps with new customer service agents

Related Books

Free with a 30 day trial from Scribd

See all
  • Be the first to comment

  • Be the first to like this

Customer service tips

  1. 1. Welcome on board1
  2. 2.  Customer service is a series of activities thatdesigned to enhance the levels of customersatisfaction and to make sure that a service orproduct has met customer expectations. Answering customer’s inquiries and solving hiscomplaints according to company process andpolicy.2
  3. 3.  Customer service is the first line for any company so thatcustomer service knowledge is very important. Customer service is one of the most important reasons to gaincustomers loyalty Company’s customer service is one of the competition pointsfor the company or against it. Good customer service bring the company more profits asgood customer service equal a part of the product price . Help the customers to know the company process and policycorrectly.SoIt’s not about what you say , It’s about the way you say it3
  4. 4.  Knowledgeable . friendly. helpful. Responsible . Accurate . Complete . timely . Good listener . Positive attitude .4
  5. 5. 5
  6. 6.  Appreciate your success . Motivate your self. Remember positive events . Keep your problems away Pass your positive attitude to the customer . Take care of yourself . Believe in your self .6
  7. 7. 7
  8. 8.  In this type of communication we can expressour words using some tolls such as- body language (55%)-Tone of voice (38%)- words (7%)Soit’s easier to communicate face to face asyou have so many tools to express whatyou want to say .8
  9. 9.  In telephone communication we use only 2tools to express about our words- Tone of voice (82%)- words (18%)soit’s mostly about your toneThen you have to make your customers listen toyour Smile on da phone982%18%tone of voice words
  10. 10.  Use your tone to express your emotion Use your words and syllabus to enhance yourmessage Moderate your voice depth to suite yourmessage Indicate the words rate per minute You should manage your voice volume(loud&soft)10
  11. 11. 11To give a good answeryou have to listenbetterSo what is the types oflistening
  12. 12.  Ignoring :you don’t listen at all Preventive :you act like if youre listening Selective :listen to apart and ignore the other Attentive : listening with out emotion Empathic : get what behind the wordsSo12Seek first to understand thento be understood
  13. 13. focusReflectSummarize13
  14. 14. 14To feelwelcomeTo feelappreciatedTo beunderstoodTo feelimportantTo feelcomfortableTo berespectedCustomerneeds&wants
  15. 15.  To enhance relationship with your customersyou have to meet their needs and wantsThis comes through15
  16. 16. 16ExcellentverbalskillsExcellentlisteningskillsProductiverelationshipwithcustomers
  17. 17. 17-Great customer warmly andsincerely-Be specific-Use simple phrases-Be direct
  18. 18. 18PositivephrasesPleaseThanks youI can or willMay I help you?I understand how youfeelYou are rightI apologizeNegativephrasesYou don’t understandOur policy saysThat’s not myresponsibilityWhat you need to dois..ProblemButNo
  19. 19. 191-empathy2-understading3-patience4-attentivness5-objectivityGoodlistener
  20. 20.  So to be a good customer service you have to act withhuman sense , to use your emotions and reflect them, and be effective element inside your environment Be patient , natural , and have a positive spiritthenyou can give your customers what they wantedSoit’s your chance to feel valuable by helping othersthrough your work this really very great and useful .20
  21. 21. 21