This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
This powerpoint presentation helps to establish basics for taking care of customers while at the same time reiterates examples numerous times for people who are crucial to our customer satisfaction. It addresses how devastating the loss of one customer can be through not providing the ultimate customer experience. one service failure can sink a business. Your frontline people and everyone they work with are part of the internal customer network. As a team they must all work together to provide the unforgettable customer experience and exceed the customers\’ expectations.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
Presentación utilizada para el curso de Google Apps - Suite para el profesorado en CEP Ronda. Total 4 sesiones, esta 1ª sesión vimos Gmail, Contactos, Inbox y Hangouts
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, 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, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
50 Customer Service Quotes You Need to Hang In Your OfficeDesk
Customer service is tough in any industry. However, companies and organizations that produce incredible service to every customer have a clear competitive advantage. To remind you of the amazing opportunities that powerful customer service holds, here is a compilation of insightful words of wisdom from the best in the business.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
A growing number of customer interactions are taking place online.Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
Have your customer service representatives started talking politely? Has the call time taken to successfully deal with a customer reduced? Have your started taking the customer complaints seriously?
Want to move your career forward? Looking to build your leadership skills while helping others learn, grow, and improve their skills? Seeking someone who can guide you in achieving these goals?
You can accomplish this through a mentoring partnership. Learn more about the PMISSC Mentoring Program, where you’ll discover the incredible benefits of becoming a mentor or mentee. This program is designed to foster professional growth, enhance skills, and build a strong network within the project management community. Whether you're looking to share your expertise or seeking guidance to advance your career, the PMI Mentoring Program offers valuable opportunities for personal and professional development.
Watch this to learn:
* Overview of the PMISSC Mentoring Program: Mission, vision, and objectives.
* Benefits for Volunteer Mentors: Professional development, networking, personal satisfaction, and recognition.
* Advantages for Mentees: Career advancement, skill development, networking, and confidence building.
* Program Structure and Expectations: Mentor-mentee matching process, program phases, and time commitment.
* Success Stories and Testimonials: Inspiring examples from past participants.
* How to Get Involved: Steps to participate and resources available for support throughout the program.
Learn how you can make a difference in the project management community and take the next step in your professional journey.
About Hector Del Castillo
Hector is VP of Professional Development at the PMI Silver Spring Chapter, and CEO of Bold PM. He's a mid-market growth product executive and changemaker. He works with mid-market product-driven software executives to solve their biggest growth problems. He scales product growth, optimizes ops and builds loyal customers. He has reduced customer churn 33%, and boosted sales 47% for clients. He makes a significant impact by building and launching world-changing AI-powered products. If you're looking for an engaging and inspiring speaker to spark creativity and innovation within your organization, set up an appointment to discuss your specific needs and identify a suitable topic to inspire your audience at your next corporate conference, symposium, executive summit, or planning retreat.
About PMI Silver Spring Chapter
We are a branch of the Project Management Institute. We offer a platform for project management professionals in Silver Spring, MD, and the DC/Baltimore metro area. Monthly meetings facilitate networking, knowledge sharing, and professional development. For event details, visit pmissc.org.
This comprehensive program covers essential aspects of performance marketing, growth strategies, and tactics, such as search engine optimization (SEO), pay-per-click (PPC) advertising, content marketing, social media marketing, and more
10. Why is SERVICE so Difficult to Define Accurately? It is not tangible It can’t be measured/ weighed It is more emotional than rational You can sell it, but you cannot give a customer sample to take & show to another Having given it, the customer may not have acquired anything
11. Service can be divided into 2 main types: Material: Price, Quantity, Quality, Type of Equipment, Routine, Working method, Manning etc. Personal: It is personal service which upgrades a neutral impression about a service to a good impression.
15. BRONZE Scoring at this level doesn’t mean that you don’t care about customers. You are a newcomer to service field. Still learning how to deal with customers You are a seasoned service provider but may have a little rusty on some of the basics that you once practiced. Job Suitability. People who just don’t enjoy dealing with customers or helping others. They just work better by themselves
16. SILVER You have a solid understanding of basic but you are not using them consistently. On good days you give good service and on bad days you give bad service. Become more consistent with your attitude. It takes about 30days to form a new habit, so practice even you don’t feel like it. “ Ningas-Kugon” “Moody”
17. GOLD Congratulations! You are a professional. You are ready for larger challenges. Train your co-worker and be contagious to others. Consider other perspective. Let people you know and trust evaluate you.
19. Core Service vs. Customer Service Core Service: is the service or product your organization provides to its customers- your “reason for being” Customer Service: includes all of the interactions you have with a customer while you are conducting the business
20. Customer Service Is the act of giving assistance. An avenue for current profitability It’s a brand! It is also about treating customers with respect, individuality, and personal attention Customer service is a function of how well an organization meets the needs of its customers A customer defines good customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs.
50. Out of the entire customers you lost: 1% die 3% move away 9% go away for cheaper prices 19% are chronic customers Customers go elsewhere because the people they deal with are indifferent to their needs 68%. 68% leave due to bad service
51. G U E S T G- Greet the customers U- Understand customer needs E- Explain FFAB S- Suggest additional items T- Thank the customer
52. CUSTOMER SERVICE is ? 80 % attitude and 20 % technique a mixture of knowledge and skills reflects the whole corporate culture is not a smile campaign
53. What is Customer Service Attitude? “Customer Service Attitude is the inherent ability to look at every interaction with the customer as an opportunity for customer delight and service excellence”
54. Displaying Customer Service Attitude 1. Projecting Confidence 2. Thinking Positive 3. Using Positive Language 4. Being Enthusiastic 5. Conveying Speed or urgency 6. Taking Ownership or accountability 7. Being Courteous
55. CONFIDENCE “ Who has Confidence in himself will gain the confidence of others”
56. THINKING POSITIVE Our beliefs fuel our actions. Positive beliefs lead to positive actions and negative beliefs lead to negative actions.
57. USING POSITIVE LANGUAGE The way you express yourself will affect whether your message is received positively or negatively
59. Conveying Speed or Urgency Your problem is important Taking Ownership To the customer you are the Company Courtesy Please Politeness goes far yet costs nothing Thank you
62. KNOWLEDGE reflects thorough knowledge of: The products or services you supply The external customers for those products and services The systems and procedures of your organization The network of internal customers with whom you work
63. SKILLS reflects competence in certain essential skills Getting it right the first time Listening to customers Handling complaints in constructive way Being assertive when under pressure Communicating clearly Making it easier for your colleagues to help customer
65. This reflects : Policies- clear corporate standards of quality behavior, linked to consistent marketing messages ( what the organization promises, it must be deliver!) Administrative Procedures- that does not sabotage the best effort of employees to be responsive to customers Management Style
71. Benefits of Complaints Improved procedures Elimination of product defect More skillful customer service behavior Higher performance standards Customer- focused management
72. Handling COMPLAINTS Appreciate/Thank the customer for sharing the complaint 2. Apologize for the error / mistake / inconvenience. 3. Listen actively and nod from time to time showing interest 4. Show Empathy – Put yourself in the customer’s place
73. Handling Complaints 5.Resolve, if it is within your control. 6.If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution 7.Do follow up till the customer is satisfied REMEMBER: Don’t take customers’ complaints personally
74. Responding to customers REQUEST Be sure to understand the question or request before responding. Be sure the information you provide is accurate and current. If you are unsure, advise the customer you will need to get back to him. Specify time frame. Do not promise or simply something will be done if it is outside your ability to provide.
84. REMEDIES AVAILABLE TOCONSUMERS ___________________________________ ADMINISTRATIVE PROCEEDINGS: replacement or repair of product or services restitution or rescission of contract reimbursement to complainant of amount spent in pursuing the complaint
85. Consumer Rights CIVIL/CRIMINAL ACTION: Civil Action awards of damages replacement or repair of product or services refund of payment made restitution or rescission of contract reimbursement to complainant of amount spent in pursuing the complaint
86. Consumer Rights Criminal Action defendant, if found guilty by the court, can be sentenced to imprisonment or payment of fine or both: at the discretion of the court
87. Consumer Rights PERIOD FOR FILING CONSUMER COMPLAINTS Within two (2) years from the time the consumer transaction was consummated or the deceptive or unfair and unconscionable act or practice was committed, and in case of hidden defects, from discovery hereof.
89. Telephone Techniques Smile before answering the phone. Answer the phone in three rings or less. Give your company name and your name when answering the phone. Use proper language and warm, friendly voice tone. Be courteous and pleasant. Be helpful. Tell the customer the action you are going to take.
90.
91. Customer Service Principles “Customer service is more than just keeping customers satisfied. It is the art of creating LOYAL and REPEATING CLIENTS” EXCELLENT Customer Service Model “Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access it in the most efficient, fair, cost- effective, and delightful manner.”
People who receive my outputPeople who pay meThey are the reason why “I do my job”People who want to avail my company’s services
Internal Customer- group of people you may serve within the organization External Customer- someone who depends on the timeliness, quality and accuracy of someone else’s work. These are customers who come to your organization for some services or products.
Good service is when the customer gets treatment that meets his/her expectationsBad Service is when customer gets treatmentwhich is less than his/her expectationsWhen the customer gets more than whathe/she expected or beyond his expectation,Good Service becomes Excellent Service