This document is a 16 page presentation on customer service. It covers topics like understanding customer needs, common customer complaints, communication skills, excuses for poor service, what customers want from service representatives, and competencies for customer service roles. The presentation provides objectives, questions, statistics, and tips for representatives to improve service. It aims to help viewers learn how to identify problems and strengthen customer relationships.

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Powerpoint is a registered product of Microsoft.
Graphics: Masterclips – IMSI; Art Explosion –
Nova Development; Corel
Powerpoint is a registered product of Microsoft.
Graphics: Masterclips – IMSI; Art Explosion –
Nova Development; Corel

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 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.
Program ObjectivesProgram Objectives (1 of 2)

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Program ObjectivesProgram 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.

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A ChallengeA Challenge
Please write a One Sentence
Definition of
CUSTOMER SERVICE.

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Questions On Being AQuestions On Being A
CustomerCustomer 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?
 If you felt the service was excellent,
describe what made it so good.
 If you felt the service was
exceptionally poor, describe what
made it that way.

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Do You Know Why TheyDo You Know Why They
Leave?Leave? 1% die.
 3% move away.
 5% develop other relationships.
 9% leave for competitive reasons.
 14% are dissatisfied with
product or service.
 68% leave because of rude or
discourteous service.

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 Communication.
 Customer Sensitivity.
 Decisiveness.
 Energy.
 Flexibility.
 Follow-up.
 Impact.
 Initiative.
 Integrity.
CompetenciesCompetencies (1 of 2)

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CompetenciesCompetencies (2 of 2)
 Job Knowledge.
 Judgment.
 Motivation To Serve.
 Persuasiveness/Sales.
 Planning.
 Resilience.
 Situation Analysis.
 Work Standards.

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ExcusesExcuses
ExcusesExcuses
 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.

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Common ExcusesCommon Excuses (1 of 2)
For Service Lapses:For Service Lapses:
 I don't have enough time.
 I don't 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.

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 I can't deal with people who do not
show me respect.
 How can we do a good job if the
other departments do not provide
the back-up we need?
 I am having a bad day.
 People are basically stupid.
 I am always too busy.
Common ExcusesCommon Excuses (2 of 2)
For Service Lapses:For Service Lapses:

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The Customer Wants You ToThe Customer Wants You To
 . . . Invite me back.
 . . . Listen to me.
 . . . Value me.
 . . . Greet me.
 . . . Help me.

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About This Product:About This Product:
To download this entire Customer Service PowerPointTo download this entire Customer Service PowerPoint
presentation visit ReadySetPresent.compresentation visit ReadySetPresent.com
Over 100+ slides on topics such as: understanding the basics ofOver 100+ slides on topics such as: understanding the basics of
effective customer service, addressing excuses, examiningeffective customer service, addressing excuses, examining
behaviors, 7 steps to customer service, words to use and words tobehaviors, 7 steps to customer service, words to use and words to
avoid, top ten customer complaints, five common customeravoid, top ten customer complaints, five common customer
requests, implementing a good customer service program, servicerequests, implementing a good customer service program, service
standards, 4 steps to super service, how to's and more. Royaltystandards, 4 steps to super service, how to's and more. Royalty
Free - Use Them Over and Over Again.Free - Use Them Over and Over Again.

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Our views have increased theOur views have increased the
mark of the 20,000mark of the 20,000
 Thank you viewers
 Looking forward to franchise,
collaboration, partners.

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