Customer Service Basics by Operational Excellence Consulting

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Training presentation on the basics of customer service. Learn the ABC's and 123's of customer service.

For more information, please visit: http://www.oeconsulting.com.sg

Published in: Business, Education

Customer Service Basics by Operational Excellence Consulting

  1. 1. © Operational Excellence Consulting. All rights reserved. Customer Service Basics © Operational Excellence Consulting. All rights reserved.
  2. 2. © Operational Excellence Consulting. All rights reserved. 2 Objective • To understand the basics of customer service NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: http://www.oeconsulting.com.sg
  3. 3. © Operational Excellence Consulting. All rights reserved. 3 Outline • The ABC’s of customer service • The 123’s of customer service
  4. 4. © Operational Excellence Consulting. All rights reserved. ABC’s of Customer Service 1
  5. 5. © Operational Excellence Consulting. All rights reserved. 5 ABC’s of Customer Service • A – Attitude • B – Business knowledge • C – Customer-orientation
  6. 6. © Operational Excellence Consulting. All rights reserved. 6 A – Attitude • Your attitude matters • Your tone of voice • How you say things • Your body language • Don’t be too casual
  7. 7. © Operational Excellence Consulting. All rights reserved. 7 B – Business Knowledge • Are you knowledgeable?  You are the person with expertise  Your knowledge of products/ services  Demonstrate – show and tell  Your knowledge of company’s policies and procedures
  8. 8. © Operational Excellence Consulting. All rights reserved. 8 B – Business Knowledge • Do you have proper tools?  When you start work:  Pull up customer database  Have easy access to customer files  Ensure equipment are functional  Is your work area organized and neat?  Is your appearance professional?
  9. 9. © Operational Excellence Consulting. All rights reserved. 123’s of Customer Service 2
  10. 10. © Operational Excellence Consulting. All rights reserved. 10 123’s of Customer Service • Deal with 1 customer at a time • Customer service is a 2-way exchange • Solve or identify issue in 3 minutes (or less)
  11. 11. © Operational Excellence Consulting. All rights reserved. 11 Deal with 1 customer at a time • Concentrate only on serving the customer  Don’t get distracted • Be personal • Don’t let bad experiences carry over • Easy access to customer information
  12. 12. © Operational Excellence Consulting. All rights reserved. 12 Customer service is a 2-way exchange • Assure customer • Listen actively • Be honest  Let the customer know what you can do for him/her • Ask questions  Close questions  Use closed-ended questions to control the situation  Open questions
  13. 13. © Operational Excellence Consulting. All rights reserved. 13 Summary • The ABC’s of Customer Service  A – Attitude  B – Business knowledge  C – Customer-orientation • The 123’s of Customer Service  Deal with 1 customer at a time  Customer service is a 2-way exchange  Solve or identify issue in 3 minutes (or less)
  14. 14. © Operational Excellence Consulting. All rights reserved. About Operational Excellence Consulting
  15. 15. © Operational Excellence Consulting. All rights reserved. 15 About Operational Excellence Consulting • Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. • The firm’s mission is to create business value for organizations through innovative operational excellence management training and consulting solutions. • OEC takes a unique “beyond the tools” approach to enable clients develop internal capabilities and cultural transformation to achieve sustainable world-class excellence and competitive advantage. For more information, please visit www.oeconsulting.com.sg
  16. 16. © Operational Excellence Consulting. All rights reserved. END OF PREVIEW To download this presentation, please visit: www.oeconsulting.com.sg

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