Customer Service PowerPoint PPT Content Modern Sample

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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.

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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

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