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 PowerPoint PPT Content Modern Sample

161,176 views

Published on

163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.

Published in: Business, Technology

Customer Service PowerPoint PPT Content Modern Sample

  1. 1. Customer Service 2013
  2. 2. Customer SatisfactionService QualityInstitute www.readysetpresent.com Page 2
  3. 3. Program Objectives (1 of 2)  Learn 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. www.readysetpresent.com Page 3
  4. 4. Program Objectives (2 of 2)  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. www.readysetpresent.com Page 4
  5. 5. Questions On Being ACustomer (1 of 2)  Why do you need customer service?  Was the service provided over the phone or in person?  How did the customer service representative respond to your request, inquiry or problem? www.readysetpresent.com Page 5
  6. 6. Competencies (2 of 2)  Job Knowledge.  Judgment.  Motivation To Serve.  Persuasiveness/Sales.  Planning.  Resilience.  Situation Analysis.  Work Standards. www.readysetpresent.com Page 6
  7. 7. Excuses Excuses www.readysetpresent.com Page 7
  8. 8. Excuses  List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service.  Think of one of more ways to counter each excuse. www.readysetpresent.com Page 8
  9. 9. Common Excuses For ServiceLapses (1 of 2)  I dont have enough time.  I dont get paid to be nice. I am measured by my productivity and accuracy.  How can we do a good job if the computer is always down?  Every customer is totally bonkers today. www.readysetpresent.com Page 9
  10. 10. The Customer Wants You To  . . . Greet me.  . . . Value me.  . . . Help me.  . . . Listen to me.  . . . Invite me back. www.readysetpresent.com Page 10
  11. 11. A CustomerThen & Now www.readysetpresent.com Page 11
  12. 12. Walk In The Customer’s Shoes www.readysetpresent.com Page 12
  13. 13. Customer-Service Yardsticks www.readysetpresent.com Page 13
  14. 14. Download “Customer Service” PowerPoint presentation at ReadySetPresent.com 165 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, 14 dos and donts, 5 slides on types of customers and how to segment them, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 6 tips to induce customer cooperation, 16 words and phrases to avoid, 16 words and phrases to use, 5 ideas andrealities, 9 slides on program implementation, 6 points to improve customer service skills, 28 slides describing performance standards, 9 tips on encouraging quality customer service, 16 vital action steps, Q& As, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, gaining, regaining, and retaining customers, how tos and more. Royalty Free - Use Them Over and Over Again. Updated & Expanded 2013 Now: more content, graphics, and diagrams www.readysetpresent.com Page 14

×