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.
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.
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/
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.
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/
Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.
In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.
LEARNING OBJECTIVES:
1. To instill in customer service professionals the importance of providing excellent customer service
2. To equip customer service professionals with effective techniques and skills to provide excellent service
3. To manage and handle customer interactions and relationships
CONTENTS:
1. Introduction to Customer Service
2. Key Elements of Customer Service
3. Effective Techniques and Skills
4. Dealing with Different Types of Customers
This training powerpoint includes exercises for individual and group discussions and role plays.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule – You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
Service Excellence Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence Powerpoint Presentation Slides. Convert angry to happy. https://bit.ly/3sKKTQ0
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.
In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.
LEARNING OBJECTIVES:
1. To instill in customer service professionals the importance of providing excellent customer service
2. To equip customer service professionals with effective techniques and skills to provide excellent service
3. To manage and handle customer interactions and relationships
CONTENTS:
1. Introduction to Customer Service
2. Key Elements of Customer Service
3. Effective Techniques and Skills
4. Dealing with Different Types of Customers
This training powerpoint includes exercises for individual and group discussions and role plays.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule – You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
Service Excellence Powerpoint Presentation SlidesSlideTeam
"You can download this product from SlideTeam.net"
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence Powerpoint Presentation Slides. Convert angry to happy. https://bit.ly/3sKKTQ0
Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
Service Management Powerpoint Presentation SlidesSlideTeam
We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of thirty three slides. Our tailor made Service Management Powerpoint Presentation Slides editable deck assists planners to segment and expound the topic with brevity. The advantageous slides on Service Management 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. https://bit.ly/3Ce2an2
Service Management PowerPoint Presentation SlidesSlideTeam
We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of thirty three slides. Our tailor made Service Management PowerPoint Presentation Slides editable deck assists planners to segment and expound the topic with brevity. The advantageous slides on Service Management 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.
Service Quality PowerPoint Presentation SlidesSlideTeam
This complete presentation has a set of thirtyone slides to show your mastery of the subject. Use this ready-made PowerPoint presentation to present before your internal teams or the audience. All presentation designs in this Service Quality Power Point Presentation Slides have been crafted by our team of expert PowerPoint designers using the best of PPT templates, images, data-driven graphs and vector icons. The content has been well-researched by our team of business researchers. The biggest advantage of downloading this deck is that it is fully editable in PowerPoint. You can change the colors, font and text without any hassle to suit your business needs.
Enhancement Of Customer Digital Engagement On Online Platform PowerPoint Pres...SlideTeam
Customer retention on digital platform is the need of hour. The goal of the firm is to improve digital engagement by enhancing customer experience. The firm wants to boost up its customer loyalty, acquisition and retention by engaging customer on digital platforms and devices. This template is useful for the top level management in enhancing digital capability of the firm by increasing customer engagement on different digital platforms. A survey will be conducted which will assess overall customer experience on digital platform in terms of how effective is firms digital marketing campaign, whether the firm has effective onboarding process, etc. Being a digital firm, it is necessary to look for aspects that help firm in engaging customers digitally as it is found from several statistics that highly engaged customers will purchase frequently which ultimately leads to increased customer lifetime value. Active engagement of customers can be achieved through digital storytelling in the form of advertisement on various digital channels. Email marketing campaign is also an effective way of engaging with customers by sending customized messages at right moment. Tracking customer engagement across various digital channels will help firm in targeting the potential customers. As a digitally active firm, it is necessary to be in sync with future requirements by keeping track of the future trends that are prevailing in the industry. https://bit.ly/33Ur6Bb
201309 LOMA Policyowner Service and Contact Center WorkshopSteven Callahan
Presentation to insurance service leaders on service and contact center opportunities to provide competitive differentiation as well as summary results of a recent short survey on contact center challenges.
It covers all the important concepts and has relevant templates which cater to your business needs. This complete deck has PPT slides on Customer 360 PowerPoint Presentation Slides with well suited graphics and subject driven content. This deck consists of total of twenty one slides. All templates are completely editable for your convenience. You can change the colour, text and font size of these slides. You can add or delete the content as per your requirement. Get access to this professionally designed complete deck presentation by clicking the download button below. http://bit.ly/31ZDpJD
Building A Customer Journey Map PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Building A Customer Journey Map Powerpoint Presentation Slides. This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with seventeen slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Building A Customer Journey Map Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
In the rush of meeting deadlines and completing urgent projects, customer satisfaction can often take a backseat. However, customer satisfaction is one of the factors that are integral to a successful business. Instead of attracting new customers, it might even be better for your business to keep a hold of existing customers. Higher customer satisfaction can even lead to customers recommending you to others and creating new business opportunities. At the core of customer satisfaction lies the question, ‘Does your product or survey meet the customer requirements?’ Here are some of the most critical criteria for customer satisfaction and why they are beneficial for your brand.
Client Opinions, Market-Driven Thinking
Our market research firm, Client Opinions, offers a full-service client feedback program to help businesses gather actionable insights to grow their business.
Customer experience: Beauty lies in the DetailsVikram Bawa
Most organizations are measuring Customer Experience, yet they are not at the top of their Customer Experience (CE) curve. The most important reason is the yardstick used for measuring CE.
Balanced Scorecard Model Powerpoint Presentation SlidesSlideTeam
Creating a professional PPT on the balanced scorecard is not an easy task. It requires a lot of time with professional designing and research skills. To help you out, we have come up with content ready balanced scorecard model PowerPoint presentation slides which you can use to measure the progress of the business activities performed by the staff. Our PowerPoint designers have designed this performance management report PPT presentation whereas our research experts have researched the relevant content. This editable balanced scorecard framework presentation covers five different creative slide layout using which you can represent the team members performance report in an ideal way. Impress your viewers using these presentation slides as our designers have used a fantastic creative of tables and icons of the dollar, customer, gears, team members, bar graph, group, vision, target board, priorities, notepad with a pen, training, and more. As the presentation slides are editable, you can insert and remove the slides or the content inside the templates as per the needs. Our Balanced Scorecard Model Powerpoint Presentation Slides are the aces in your hand. Acquire all the available advantage. https://bit.ly/3zdTIT0
This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Core Competency Analysis Powerpoint Presentation Slides and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of nineteen slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below.
Cracking The Customer Support Efficiency CodeWorkforce Group
As a business owner or key decision maker, when your business needs to scale to keep up with more impatient, demanding customers, finding ways to improve the efficiency of your customer service team is essential.
Today’s customers don’t just hope for a good customer service experience; they demand it. And with your competitors constantly lurking and innovating ways to win the market, delivering efficient customer service is crucial to maintain your competitive advantage.
The question then is, how do you go about this? How do you unlock a new level of excellence by elevating your customer service Efficiency?
In this deck, you will learn effective tips to take your customer service to the next level.
You will also learn;
• The most important reasons why you should take your customer service efficiency seriously
• The key metrics to look out for in measuring the efficiency of your customer service
• How to improve your customer experience with Workforce Connect.
Employee Value Proposition Template PowerPoint Presentation SlidesSlideTeam
Retain your employees by incorporating our employee value proposition PowerPoint slides. Our employee value proposition PPT slideshow has a set of various useful and customizable Presentation slides which can represent the offerings given to your employees in an eye pleasing manner. It is the people which leads an organization to the path of success using their skills, knowledge and capabilities. So, you should hire the best of talent offering them the best possible opportunities using our employee value proposition Presentation theme. This content-ready employee value proposition PowerPoint deck covers topics like employee value proposition components, employee benefits, work life balance, framework, benefits, and more. Increase your workforce and retain the talent by showcasing your viewers employee value proposition Presentation templates. You can add your own content as the graphics are completely modifiable. A strong employee value proposition PPT design will help in retaining top performers and attract the best talent. Download these PPT diagrams as required. Encourage folks to express friendship with our Employee Value Proposition Template PowerPoint Presentation Slides. Generate handshakes all around.
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Grab Our meticulously crafted template titled Product, corporate and umbrella branding, a valuable resource for enhancing the overall value of your brand. It assists retailers in refining their product identity and differentiating them from competitors. Our Brand identity deck includes a brand portfolio and Kotlers five-level model for comparative product analysis. It also features tracking of customer service performance, budget analysis for product branding, and a product performance tracking dashboard. Additionally, our Corporate branding PPT emphasizes the significance of leveraging brand value, outlining its benefits and role. It provides insights into implementing corporate branding through critical elements, a deployment checklist, an activity tracking timeline, and significant steps for implementation. Furthermore, our Brand personality module includes a comprehensive overview of Umbrella branding, enhancing overall brand performance by improving brand equity. It also highlights the purpose, importance, advantages, and disadvantages associated with umbrella branding. Finally, the umbrella branding performance is managed through budget assessment for brand maintenance and an activity tracking dashboard for the umbrella brand. Access this powerful template now to augment your brand management strategies.
Communication Channels And Strategies For Shareholder Engagement Powerpoint P...SlideTeam
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A shareholder engagement strategy can help an organization develop and strengthen its relationship with investors. Grab our Communication Channels and Strategies for Shareholder Engagement template that helps to communicate about the latest updates and strategies implemented by the company to shareholders for building trust. It starts by highlighting benefits, concerns, and topics for shareholder engagement. Our Investor relations deck also shows the different types of companies for investor engagement through various communication techniques. Additionally, it highlights planning techniques like formulating a governance committee and communication calendar. Further, our Investor engagement PPT communication channels like website, email, and social media for shareholder engagement. It also showcases various shareholder strategies for websites like sharing annual reports, posting SEC filings, proxy statements, governance roadshows, and podcasts. Our Corporate strategy module exhibits an email channel to communicate critical updates and techniques to shareholders. Lastly, it shows various social media channels, like Facebook, YouTube, etc., for communicating with shareholders and covers other strategies like meetings, sharing ESG practices, and conducting investors survey for shareholder engagement. Get instant access.
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Grab our completely designed, Responsible tech playbook to leverage business ethics template. It provides a comprehensive guide to cater tools, methods, and frameworks to help firms make better technological decisions. Our Technological transformation deck helps mitigate software and product development risks and helps manage how technology interacts with society or the community. The playbook covers summaries of various technologies utilized. Each synopsis incorporates slides outlining an overview of the technique in terms of goal, aim, duration, and stakeholders involved. Additionally, our Technology governance PPT highlights the Primary methods, including agile threat modeling, data ethics canvas, consequence scanning, unintended and intended consequence scanning, and ethical OS. It also contains FMEA, interpret ML, materiality matrix assessment, tarot cards of tech, responsibility strategy, and humane design guide. Lastly, our Business ethics module exhibits the different approaches associated with responsible technology, including polarity thinking, participatory design, speculative design provocations, and bracketing. Get immediate access.
Generating Leads Through Targeted Digital Marketing Campaign Powerpoint Prese...SlideTeam
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Chat GPT multitasks by picking up on and naturally expressing more than one aim at a time. Grab our professionally curated ChatGPT IT template. It includes an introduction, advantages, and features of OpenAIs ChatGPT model and discusses the price and availability of its enhanced version, called ChatGPT Pro. Our ChatGPT deck represents the working and architecture of ChatGPT technology, including a large language model and self-attention mechanism. Additionally, it demonstrates the various applications of ChatGPT in several domains, such as education, medicine, research, information technology, advertisement, banking, finance, etc. Our chatbot using GPT-3 PowerPoint presentation represents the three reinforcement learning from human feedback models supervised fine-tuning, reward, and reinforcement learning. Furthermore, it discusses integrating the ChatGPT model into web applications and best practices for successful deployment. Moreover, our ChatGPT integration into the web applications module contains sections about the impact of ChatGPT on social media and artificial intelligence tokens. Lastly, this chatbot using GPT-3 deck comprises a roadmap, a timeline, a 30-60-90 days plan, a checklist to integrate OpenAIs GPT-3 model into web applications and a case study on mental health and ChatGPT collaboration. Get access now.
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Sports marketing involves promoting goods and services through sporting events, endorsement of athletes and teams, etc. Grab our Comprehensive guide to sports marketing strategy template. Its primary purpose is to promote sporting goods and equipment through multiple channels to improve the overall lifestyle of customers and sporting fans. Our Sports brand advertising deck provides a general overview of sports marketing along with processes, challenges, trends, etc. It offers access to multiple strategies that can help sports retailers increase customer experience, club sponsorships, and overall brand recall these include athlete branding and digital sports brand promotion. Additionally, our Sports marketing programs PPT contains slides that can guide sports brands on utilizing the eSports industry as an opportunity to promote their products. It further helps the firms to sponsor famous eSports teams, host related events, and deploy advergaming for immersive customer experience. Furthermore, our Athlete branding module offers content that can guide marketers to track sports advertising campaigns. Lastly, it can help assess the performance of the above strategies through impact analysis, KPIs, and dashboards. Get access now.
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0x01 - Newton's Third Law: Static vs. Dynamic AbusersOWASP Beja
f you offer a service on the web, odds are that someone will abuse it. Be it an API, a SaaS, a PaaS, or even a static website, someone somewhere will try to figure out a way to use it to their own needs. In this talk we'll compare measures that are effective against static attackers and how to battle a dynamic attacker who adapts to your counter-measures.
About the Speaker
===============
Diogo Sousa, Engineering Manager @ Canonical
An opinionated individual with an interest in cryptography and its intersection with secure software development.
Have you ever wondered how search works while visiting an e-commerce site, internal website, or searching through other types of online resources? Look no further than this informative session on the ways that taxonomies help end-users navigate the internet! Hear from taxonomists and other information professionals who have first-hand experience creating and working with taxonomies that aid in navigation, search, and discovery across a range of disciplines.
This presentation, created by Syed Faiz ul Hassan, explores the profound influence of media on public perception and behavior. It delves into the evolution of media from oral traditions to modern digital and social media platforms. Key topics include the role of media in information propagation, socialization, crisis awareness, globalization, and education. The presentation also examines media influence through agenda setting, propaganda, and manipulative techniques used by advertisers and marketers. Furthermore, it highlights the impact of surveillance enabled by media technologies on personal behavior and preferences. Through this comprehensive overview, the presentation aims to shed light on how media shapes collective consciousness and public opinion.
This presentation by Morris Kleiner (University of Minnesota), was made during the discussion “Competition and Regulation in Professions and Occupations” held at the Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found out at oe.cd/crps.
This presentation was uploaded with the author’s consent.
Sharpen existing tools or get a new toolbox? Contemporary cluster initiatives...Orkestra
UIIN Conference, Madrid, 27-29 May 2024
James Wilson, Orkestra and Deusto Business School
Emily Wise, Lund University
Madeline Smith, The Glasgow School of Art
2. Content
Preferred Communication Channels
Responses to Bad & Good Service 01
Meeting Expectations/ Avoiding Pitfalls
Customer Service Wishlist: What Customers Want? 02
Service Excellence Pyramid 03
Service Excellence Model 04
Key ways to achieve Customer Service Excellence 05
06
07
2
3. Responses to bad & good service
Recommended the company to friends and family
Conducted more business with the company
Scored the company favorably on a satisfaction survey
Wrote a positive online review
Conducted a supervisor manager about the great service received
No longer conducted business with the company
Warned friends and family about the company
Contacted a supervisor about the poor service
Scored the company poorly on a satisfaction survey
Wrote a negative online review
Top responses to good service
Top responses to bad service
This slide is 100% editable. Adapt it to your nee ds and capture your audience's attention. 3
4. Service Excellence Pyramid
Complaint management
Level 2 represents experiences concerning complaint handling when a failure
occurs and, again, this will not lead to an outstanding customer experience
Core value proposition
Level 1 represents experiences that reflect the core value proposition of the
organization. This is what a customer expects the organization to deliver, and
does not leads to satisfied customers.
Level 3 represents ‘individual service’. Here, customers experience warmth,
personal attention and tailor-made service. They have an intense feeling of
being valued
Individual service
Level 4 amounts to ‘surprising service’. Here, customers’ expectations
are exceeded, leading to emotions of surprise and joy..
Surprising service
This slide is 100% editable. Adapt it to your nee ds and capture your audience's attention. 4
5. Service Excellence Model
› Designing and documenting the customer
experience
› Deployment of the customer experience
concept throughout the organization
Service excellence vision, mission & strategy
› Service excellence vision
› Service excellence strategy
2
Leadership & management commitment
› Shared efforts, defined responsibilities and
objectives
› Employee empowerment
3
Employee engagement
› Recruitment and induction of new employees
› Feedback of customers at an employee/team level
4
Service excellence culture
› Defining the service excellence culture
› Communicating & implementing the service excellence
culture
5
Understanding customer Needs,
expectations and desires
› Scope and depth of listening to customers
› Adapting to customer needs, expectations
and desires
6
Service innovation management
› Continuous improvement
› Structured innovation process
7
Managing customer experience
related process & organization
› Managing customer experience related
processes
› Deploying customer experience related
technologies and techniques
8
Monitoring service excellence activities & results
› Use of metrics at operational, tactical and
strategic levels
› Use of performance indicators
9
1
Achieving
Customer
delight
This slide is 100% editable. Adapt it to your nee ds and capture your audience's attention. 5
6. Key ways to achieve Customer Service Excellence
Providing a consistent level
of customer experience
across all channels
› A more consistent, cross-channel customer service can be created by having a solution that can manage multimedia in a
single universal queue
› Multi-channel approach to customer service allows the business to achieve a holistic view of the customer journey and
establish their channel of choice
Equip all customer facing
personnel with full, consistent,
up to date knowledge
› Knowledge is the key to providing high levels of a personalized customer experience and it is important to share this
knowledge across the business
› This knowledge base should include knowledge articles, most common FAQ’s and product information as well as a full log
of previous customer complaints, service requests and product purchases.
Motivate and train your
technicians to go beyond
basic repair
› By boosting your engineers skill set, a business is able to transform their field based engineers from a cost center in to a
product center, by running training courses on soft skills
› To successfully achieve this, the organization needs to equip field based workers with the tools they need to drive sales
and boost the customer experience when visiting customer sites
› Online portals are currently the most used self-service channel within the service industry
› Another key customer self-service technology that is emerging in the industry is customer service apps. Whilst mobile apps
are helping transform operational efficiency for field workers, the extension of this technology to customers is still very limited
Client self service and
visibility of service status
› Increasingly businesses are adopting analytics to gain deeper insight into operational performance and customer behavior to
improve the customer experience
› Customer focus groups are a good way to measure satisfaction as they allow a business to understand what matters to the
customer and gather insightful feedback through discussion and conversation
Successfully measuring
service quality to continually
improve customer service
This slide is 100% editable. Adapt it to your nee ds and capture your audience's attention. 6
7. Preferred Communication Channels
67%
31%
19%
28% 28%
26%
71%
42%
18% 17% 17%
9%
71%
48%
25%
10% 10%
3%
70% 42% 22% 19% 16% 10%
Millennials Gen X Baby Boomers
Mail Phone CellEmail Text Social
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 7
8. Meeting Expectations/ Avoiding Pitfalls
.
.
Be proactive, but not annoying
› As consumers rely more and more on technology to keep track of everything, proactive
reminders are becoming the mandate for keeping consumers on track
› Ensure proactive engagement is not without context else it is just spam
› For simple issues, the web is the obvious first place that customers turn. But, the research
shows a need for a more dynamic online customer service experience
› Focus on offering a more natural & interactive way to address customer issues
Keep simple issues simple
› While the research shows consumers are increasingly turning to the web as their first point
of contact, the majority seek service via the phone when it comes to time-sensitive or
complex issues
› A large variety of customers prefer calling the customer care to resolve complex issues
Humanize complex interactions
› Consumers do not like the idea of using multiple channels for communication for resolving
their issues, here consistency is the key
› Company should focus on offering consistent channel experience to their customers
Offer consistent channel experiences
This slide is 100% editable. Adapt it to your nee ds and capture your audience's attention. 8
11. About Us
Values Client
This slide is 100% editable. Adapt it
to your needs and capture your
audience's attention.
Target Audiences
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to your needs and capture your
audience's attention.
Premium Services
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to your needs and capture your
audience's attention.
11
12. Puzzle
01
02
03
04
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to your needs and capture your
audience's attention.
Text Here
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to your needs and capture your
audience's attention.
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to your needs and capture your
audience's attention.
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audience's attention.
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12
13. Venn
01 02 03
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to your needs and capture your
audience's attention.
Text Here
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audience's attention.
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14. Lego
02 03
01
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to your needs and capture your
audience's attention.
Text Here
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to your needs and capture your
audience's attention.
Text HereThis slide is 100% editable. Adapt it
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audience's attention.
Text Here
14
15. Idea or Bulb
02
01 03
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to your needs and capture your
audience's attention.
Text Here
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to your needs and capture your
audience's attention.
Text Here
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to your needs and capture your
audience's attention.
Text Here
15
16. Thank You
Address
# street number, city, state
Contact Numbers
0123456789
Email Address
emailaddress123@gmail.com
16