This document provides guidance on customer service best practices for organizations. It discusses the importance of customer service, experiences, and loyalty. The foundation of excellent service is an organization's mission, vision, and values. Staff must understand why high customer service is important in order to achieve the organization's goals. The document outlines how to create positive customer experiences and emotional connections through small personalized interactions. It also provides tips for maintaining high service standards, handling complaints, and assessing customer loyalty.
Empathizing for greater customer satisfactionAbhishek Mitra
In this presentation, I have explained why empathising is necessary for improved customer service. Not only that, the presentation also highlights various ways by which we can induct it into our customer service reps.
Emotional Intelligence in the Workplace by Gina WilloughbyThe HR SOURCE
This session will introduce the four elements of the Emotional Intelligence (or Emotional Quotient EQ) (self-awareness, self-management, social awareness, and relationship management) & why it is critical in order to be successful in the workplace today.
Learning Outcomes
1. Define the four elements of emotional intelligence
2. The importance of using emotional intelligence in the workplace
3. Unlike IQ, understanding how emotional intelligence can be developed in order to enhance interpersonal and career success using specific strategies
4. Explore strategies to improve their emotional intelligence in order to improve overall communication effectiveness
About the Guest:
Gina Willoughby is a master facilitator, keynote speaker, executive coach and an organizational development expert . Gina is CEO of Willoughby Consulting Group, Inc. (WCG, Inc.) and has a background in Industrial Psychology. Gina's innovative and dynamic style has been empowering organizations to succeed in today’s highly complex business environment.
Ms. Willoughby has worked with a variety of organizations including federal government agencies, commercial companies as well as non-profit environments with a creative approach to delivering consistently high quality results that positively impact the bottom line.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
This program explores how you can leverage EQ competencies to enhance performance and productivity in your organization.
Emotional Intelligence refers to a set of emotional and social skills and competencies that influence the way we perceive and express ourselves; develop and maintain social relationships; cope with challenges; and use the information in emotions in effective and meaningful ways.
How to Improve Communication Skills, Effective Communication Skills, Soft SkillsProfit Transformations
This training is on how to improve communication skills with little know soft skills insights. It will provide you with tips on effective communication strategies including DISC Profiles, effective delegation, leadership skills and more.
The slideshow is from a 1 hour webinar. Watch the video to learn become a better person with more on more effective communication skills from this training.
Find out more about improving your people skills by registering for our information packed half day workshop. Subscribe to http://profittrans4mations.com/people-skills
Empathizing for greater customer satisfactionAbhishek Mitra
In this presentation, I have explained why empathising is necessary for improved customer service. Not only that, the presentation also highlights various ways by which we can induct it into our customer service reps.
Emotional Intelligence in the Workplace by Gina WilloughbyThe HR SOURCE
This session will introduce the four elements of the Emotional Intelligence (or Emotional Quotient EQ) (self-awareness, self-management, social awareness, and relationship management) & why it is critical in order to be successful in the workplace today.
Learning Outcomes
1. Define the four elements of emotional intelligence
2. The importance of using emotional intelligence in the workplace
3. Unlike IQ, understanding how emotional intelligence can be developed in order to enhance interpersonal and career success using specific strategies
4. Explore strategies to improve their emotional intelligence in order to improve overall communication effectiveness
About the Guest:
Gina Willoughby is a master facilitator, keynote speaker, executive coach and an organizational development expert . Gina is CEO of Willoughby Consulting Group, Inc. (WCG, Inc.) and has a background in Industrial Psychology. Gina's innovative and dynamic style has been empowering organizations to succeed in today’s highly complex business environment.
Ms. Willoughby has worked with a variety of organizations including federal government agencies, commercial companies as well as non-profit environments with a creative approach to delivering consistently high quality results that positively impact the bottom line.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
This program explores how you can leverage EQ competencies to enhance performance and productivity in your organization.
Emotional Intelligence refers to a set of emotional and social skills and competencies that influence the way we perceive and express ourselves; develop and maintain social relationships; cope with challenges; and use the information in emotions in effective and meaningful ways.
How to Improve Communication Skills, Effective Communication Skills, Soft SkillsProfit Transformations
This training is on how to improve communication skills with little know soft skills insights. It will provide you with tips on effective communication strategies including DISC Profiles, effective delegation, leadership skills and more.
The slideshow is from a 1 hour webinar. Watch the video to learn become a better person with more on more effective communication skills from this training.
Find out more about improving your people skills by registering for our information packed half day workshop. Subscribe to http://profittrans4mations.com/people-skills
Ipdc training 2014 personal effectiveness trainingBun Sucento
Indonesia Professional Development Center (IPDC) - a subsidiary of PT. IPDC Consulting & Advisory
IPDC was developed in 2000. Since then we grow becoming one of the leading and well-recognized training and people development firm in Indonesia. Presently, we are supported by dozens of experienced and skillful full-time staff to support our daily operation and more than 100 part-time experienced training facilitators and lead consultants. We are also supported by some of representatives staff at Bandung,, Jogyakarta and Denpasar.
At Indonesia Professional Development Center (IPDC), we offer over 350 different training programs year-round in each year. Individuals participating in these programs benefit from working with a cross-section of peers from different industries. They are also able to share common problems and experiences that enhance their learning and expand their know-how.
IPDC's programs are offered in various formats to suit individual schedules and needs, from intensive 2-4 day classroom sessions to a customized sessions. At IPDC, we believe that all learning should be of direct, practical business use, which is why we deliver everyday skills and processes that can be taken back to the workplace and applied immediately.
Contact Us at:
Rasuna Office Park 2/QO-08.
Jl. HR. Rasuna Said
Jakarta 12960 Indonesia
Ph (+6221) 8378 6465 ; 8378 6477 ; 8378 6389
Fax (+6221) 8378 6478
E-mail : training@ipdc.co.id; registration@ipdc.co.id
www.ipdc.co.id
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
About our soft skills, why they important, The impact of soft skills, Relationship Maintenance, Who needs Soft skills, Which Soft skills Now wanted, Communication Triangle, Questions, Definition of soft skills
Ipdc training 2014 personal effectiveness trainingBun Sucento
Indonesia Professional Development Center (IPDC) - a subsidiary of PT. IPDC Consulting & Advisory
IPDC was developed in 2000. Since then we grow becoming one of the leading and well-recognized training and people development firm in Indonesia. Presently, we are supported by dozens of experienced and skillful full-time staff to support our daily operation and more than 100 part-time experienced training facilitators and lead consultants. We are also supported by some of representatives staff at Bandung,, Jogyakarta and Denpasar.
At Indonesia Professional Development Center (IPDC), we offer over 350 different training programs year-round in each year. Individuals participating in these programs benefit from working with a cross-section of peers from different industries. They are also able to share common problems and experiences that enhance their learning and expand their know-how.
IPDC's programs are offered in various formats to suit individual schedules and needs, from intensive 2-4 day classroom sessions to a customized sessions. At IPDC, we believe that all learning should be of direct, practical business use, which is why we deliver everyday skills and processes that can be taken back to the workplace and applied immediately.
Contact Us at:
Rasuna Office Park 2/QO-08.
Jl. HR. Rasuna Said
Jakarta 12960 Indonesia
Ph (+6221) 8378 6465 ; 8378 6477 ; 8378 6389
Fax (+6221) 8378 6478
E-mail : training@ipdc.co.id; registration@ipdc.co.id
www.ipdc.co.id
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
About our soft skills, why they important, The impact of soft skills, Relationship Maintenance, Who needs Soft skills, Which Soft skills Now wanted, Communication Triangle, Questions, Definition of soft skills
Real Estate Investing - How to run real estate compsSteve Liang
Real Estate comps - Fundamental knowledge in coming up with real estate valuation, including Fair market value (as is value) and after repair value (ARV).
For additional webinars: www.mlsdealfinder.com/education
www.fastCMA.com
www.mlsdealfinder.com
Understand the importance of the provision of good customer service
Identify customer and organisational needs and expectations in respect of service levels
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!
Ready to Serve_Jackson Hole Mountain Resort_manager versionCathi Hight
Customized customer service training for Jackson Hole Mountain Resort based on the Ready to Serve training program. Features 3 strategies managers should employ to create a Ready to Serve culture and the 10 Customer Service Commandments
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.
Jennifer Schaus and Associates hosts a complimentary webinar series on The FAR in 2024. Join the webinars on Wednesdays and Fridays at noon, eastern.
Recordings are on YouTube and the company website.
https://www.youtube.com/@jenniferschaus/videos
What is the point of small housing associations.pptxPaul Smith
Given the small scale of housing associations and their relative high cost per home what is the point of them and how do we justify their continued existance
Up the Ratios Bylaws - a Comprehensive Process of Our Organizationuptheratios
Up the Ratios is a non-profit organization dedicated to bridging the gap in STEM education for underprivileged students by providing free, high-quality learning opportunities in robotics and other STEM fields. Our mission is to empower the next generation of innovators, thinkers, and problem-solvers by offering a range of educational programs that foster curiosity, creativity, and critical thinking.
At Up the Ratios, we believe that every student, regardless of their socio-economic background, should have access to the tools and knowledge needed to succeed in today's technology-driven world. To achieve this, we host a variety of free classes, workshops, summer camps, and live lectures tailored to students from underserved communities. Our programs are designed to be engaging and hands-on, allowing students to explore the exciting world of robotics and STEM through practical, real-world applications.
Our free classes cover fundamental concepts in robotics, coding, and engineering, providing students with a strong foundation in these critical areas. Through our interactive workshops, students can dive deeper into specific topics, working on projects that challenge them to apply what they've learned and think creatively. Our summer camps offer an immersive experience where students can collaborate on larger projects, develop their teamwork skills, and gain confidence in their abilities.
In addition to our local programs, Up the Ratios is committed to making a global impact. We take donations of new and gently used robotics parts, which we then distribute to students and educational institutions in other countries. These donations help ensure that young learners worldwide have the resources they need to explore and excel in STEM fields. By supporting education in this way, we aim to nurture a global community of future leaders and innovators.
Our live lectures feature guest speakers from various STEM disciplines, including engineers, scientists, and industry professionals who share their knowledge and experiences with our students. These lectures provide valuable insights into potential career paths and inspire students to pursue their passions in STEM.
Up the Ratios relies on the generosity of donors and volunteers to continue our work. Contributions of time, expertise, and financial support are crucial to sustaining our programs and expanding our reach. Whether you're an individual passionate about education, a professional in the STEM field, or a company looking to give back to the community, there are many ways to get involved and make a difference.
We are proud of the positive impact we've had on the lives of countless students, many of whom have gone on to pursue higher education and careers in STEM. By providing these young minds with the tools and opportunities they need to succeed, we are not only changing their futures but also contributing to the advancement of technology and innovation on a broader scale.
Presentation by Jared Jageler, David Adler, Noelia Duchovny, and Evan Herrnstadt, analysts in CBO’s Microeconomic Studies and Health Analysis Divisions, at the Association of Environmental and Resource Economists Summer Conference.
This session provides a comprehensive overview of the latest updates to the Uniform Administrative Requirements, Cost Principles, and Audit Requirements for Federal Awards (commonly known as the Uniform Guidance) outlined in the 2 CFR 200.
With a focus on the 2024 revisions issued by the Office of Management and Budget (OMB), participants will gain insight into the key changes affecting federal grant recipients. The session will delve into critical regulatory updates, providing attendees with the knowledge and tools necessary to navigate and comply with the evolving landscape of federal grant management.
Learning Objectives:
- Understand the rationale behind the 2024 updates to the Uniform Guidance outlined in 2 CFR 200, and their implications for federal grant recipients.
- Identify the key changes and revisions introduced by the Office of Management and Budget (OMB) in the 2024 edition of 2 CFR 200.
- Gain proficiency in applying the updated regulations to ensure compliance with federal grant requirements and avoid potential audit findings.
- Develop strategies for effectively implementing the new guidelines within the grant management processes of their respective organizations, fostering efficiency and accountability in federal grant administration.
Many ways to support street children.pptxSERUDS INDIA
By raising awareness, providing support, advocating for change, and offering assistance to children in need, individuals can play a crucial role in improving the lives of street children and helping them realize their full potential
Donate Us
https://serudsindia.org/how-individuals-can-support-street-children-in-india/
#donatefororphan, #donateforhomelesschildren, #childeducation, #ngochildeducation, #donateforeducation, #donationforchildeducation, #sponsorforpoorchild, #sponsororphanage #sponsororphanchild, #donation, #education, #charity, #educationforchild, #seruds, #kurnool, #joyhome
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This keynote was presented during the the 7th edition of the UAE Hackathon 2024. It highlights the role of AI and Generative AI in addressing government transformation to achieve zero government bureaucracy
Jennifer Schaus and Associates hosts a complimentary webinar series on The FAR in 2024. Join the webinars on Wednesdays and Fridays at noon, eastern.
Recordings are on YouTube and the company website.
https://www.youtube.com/@jenniferschaus/videos
2. LEARNER OUTCOMES
▪ Customer Service vs Customer Experiences vs Customer Loyalty
▪ The foundation for excellent service is organizational
mission/vision/values
▪ Importance of “why” in addition to “how” when training staff
▪ Review customer service procedures
▪ Review assessment tools to maintain high customer service levels
3. WHAT ARE CUSTOMERS?
▪ A customer is the recipient of a Good or a service, or a product, or an
idea, obtained from a seller, vendor, or supplier via a financial
transaction or exchange for money or some other valuable
consideration.
▪ An external customer of an organization is a customer who is not
directly connected to that organization.
▪ An internal customer is a customer who is directly connected to an
organization, and is usually (but not necessarily) internal to the
organization. Internal customers are usually stakeholders, employees,
or shareholders.
Everyone we come in contact with during our workday is a customer and we should
strive to provide the highest level of care and hospitality to them all
4. WHAT IS CUSTOMER SERVICE?
▪ Customer service is the act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality service and
assistance before, during, and after the customer's requirements are
met.
▪ The programs and services your organization offers to the public
provide the revenue to function.
▪ It is imperative to provide excellent service to enhance the level of
revenue received. It funds the staff and operations to achieve your
organizational mission and vision.
Common courtesy and respect form the foundation of
exceptional guest service.
5. WHAT IS CUSTOMER EXPERIENCE?
“How customers perceive their interactions with
your company”
▪ Customer service determines customer experiences
▪ Customers remember experiences for a long time
▪ Customers tell others about negative experiences
▪ Staff duty to provide customers with a positive experience
▪ Positive experiences are vital to improve customer quality of life
6. CUSTOMER EXPERIENCE =
EMOTIONAL CONNECTIONS
▪ The power of your service lies in the ability to create an emotional
connection rather than a rational connection with your customers.
▪ Emotional connections lead to better economic outcomes.
▪ Creating emotional connections is key to delivering exceptional service
experiences.
▪ The higher the emotional connection with your customers, the better
your sales and profitability.
8. CREATE EMOTIONAL CONNECTIONS
▪ Create small, individualized moments where your customers feel
special:
*Staff Name Badges – customers connect better when they know
staff names
*Recognize customer milestones
– customer birthdays
- membership anniversaries
- program accomplishments (martial arts belts, masters swim
distances, etc.)
▪ These moments make customers feel like they are VIP’s.
▪ How can you create personal interactions and build relationships with
customers?
10. WHY PROVIDE SERVICE?
▪ What is your organization’s cost recovery directive?
▪ What happens if you don’t achieve that directive?
▪ How does your organization recover costs?
▪ Do you train your staff on this basic principle?
▪ Contractual agreement = You provide services and activities that
benefit the community and individuals want. The public acknowledges
the benefit of these services and agrees to pay for them through taxes
or user fees based on the perceived value.
▪ Perceived value is based in part on the service received before, during
and after the activity
11. FOUNDATION OF CUSTOMER SERVICE
▪ Organizational Mission – The Parks, Recreation and Cultural Arts Department
provides recreational, cultural and natural resource experiences for the benefit
of the citizens of Garland
▪ Organizational Vision – Garland is an active, fun, healthy and inviting city
▪ Organizational Values:
Teamwork: the ability to work together toward a common vision
Integrity: Freedom from corrupting influence or motive. Adherence to a strict
ethical code
Innovation: An exploration of the new
Passion: Boundless enthusiasm
Service: An act of assistance or benefit
Fun: Playful activity
12. CUSTOMER SERVICE STANDARDS
▪ Fulfill mission and vision through Service Standards
▪ Operational criteria to ensure consistent performance of mission and vision
▪ Standards are prioritized to enhance efficiency of operations and eliminate
conflicts between standards
1. Safety – Evaluate facilities, programs and processes to ensure guest and staff
safety
2. Courtesy – All guests and staff are treated courteously and with respect
3. Environment – Staff maintain the guest environment to the highest available
standards
4. Efficiency – Operations are performed in the most efficient manner to provide
the best experience for staff and guests
13. SERVICE STANDARDS APPLIED
Example – “Ninja Knife Throwing for 3 year olds” program
1. Safety - Will program participants and staff be in a safe environment?
2. Courtesy - Will program participants be treated courteously by
instructors and staff?
3. Environment - Will the facility considered provide the best
environment for the program?
4. Efficiency - Will all processes provide a great guest experience for the
program - including parking, registration, janitorial, evaluations, etc.?
14. STAFF PERFORMANCE
Staff will be far more inclined to provide excellent customer service if:
▪ They understand the organization’s vision and mission
▪ They see the organization’s values practiced by their supervisors and peers
▪ They are recognized and rewarded
▪ They feel like part of the team
▪ They are well-trained
16. STRATEGY – MAINTAIN LOYAL CUSTOMERS
What Customers Want From You
1. Make me feel special
2. Treat me like an individual
3. Show respect to me
4. Be knowledgeable (staff)
17. GIVE CUSTOMERS WHAT THEY WANT
▪ Acknowledge and make eye contact with customers when they enter
facility or approach staff
▪ Easily identifiable staff – uniform, staff shirt, name tag, etc.
▪ Staff give full attention – make eye contact with customer
▪ Customer’s name is used during conversation
▪ Appropriate body language is used at all times – alert, energetic, happy
to be at the workplace and eager to serve
▪ Communicate clearly and effectively with customers
▪ Empathize with customer point of view to identify alternative solutions
▪ Respond to “thank you” with “you’re welcome” or “it’s my pleasure”.
Other responses may be perceived as disinterested or uncaring.
18. BE KNOWLEDGEABLE
▪ Employees have a responsibility to answer
questions and share information
▪ “I don’t know” is an unacceptable answer
to a customer question
▪ Employees should attempt to provide
answers to questions through research or
calling other staff
▪ Customers benefit when staff provide
additional suggestions relating to activities
similar to the customer inquiry - upselling
19. TELEPHONE PROCEDURES
How to have consistently great telephone conversations:
▪ Answer all calls promptly (by the second ring)
▪ Be polite and cheerful; smile while talking
▪ Identify yourself and facility when answering call
▪ Ask how you can assist caller
▪ Keep hold times to a minimum
▪ Take messages when appropriate
▪ Ensure messages reach the individual
▪ Make inquiries tactfully
▪ Give undivided attention to caller
▪ Avoid long conversations
Customers judge your organization by how courteous staff were in answering the call, conversation and taking messages
20. TEACH EXCELLENT CUSTOMER SERVICE
1. Make eye contact and smile
2. Greet each and every customer
3. Seek customer contact
4. Provide immediate service recovery
5. Display appropriate body language at all times
6. Thank each and every customer
21. SERVING CUSTOMERS WITH DISABILITIES
▪ When speaking to a guest with a disability, speak directly to them rather
than to a friend or companion
▪ Don’t worry if you use common expressions such as “it was a pleasure
to see you” or “I’ll walk you to your destination”
▪ Offer assistance to a person with a disability and wait to act until your
offer is accepted
▪ Be considerate. It may take a person with a disability extra time and
space. Let the individual set the pace when talking or moving to a
destination
▪ Avoid clichés such as confined to a chair, wheelchair bound,
handicapped or crippled. Instead, say a person with a disability or a
person with a speech impediment, always putting the person first
23. CUSTOMER SERVICE RECOVERY -
COMPLAINTS
Immediately resolve a service issue before
it becomes a service problem
To promote Customer Service Recovery,
remember to LAFF:
▪ Listen – for a way to solve the issue
▪ Apologize – even if it’s not your fault
▪ Fix it – do whatever you are authorized to
do and inform supervisor if it isn’t enough
▪ Follow Through – to make sure the
situation is resolved
24. REALLY UNHAPPY CUSTOMERS
▪ Stay calm and courteous at all times.
- The situation will NOT improve if you become angry
▪ Listen with understanding.
- Let the customer finish their complaint so you can identify, target, and
agree on the problem. Kindly apologize for the problem
▪ Determine actions necessary to resolve the problem
▪ Determine if you are the person to resolve the problem
▪ If you're not the right person, assist connecting the guest to the
appropriate person.
- Make sure the customer gets connected or has a phone number
▪ It is the employee’s responsibility to notify their supervisor if a situation
is getting out of control or beyond their ability to provide assistance
25. WHEN IT GETS OUT OF CONTROL
▪ Abuse of employees and customers should never be tolerated
▪ If a customer becomes abusive, the employee should inform the customer
that they are no longer the appropriate person to handle the situation, and
inform a supervisor immediately
▪ If a supervisor is not present, staff should inform the customer that a
supervisor will contact them as soon as possible
▪ If the customer continues to be hostile toward staff or other customers,
staff should request the hostile customer leave the premises
▪ If the customer remains hostile, refuses to leave, and staff believe there is
no other solution to ensure a safe environment - call 911
27. ASSESSMENT TOOL - EVERYTHING SPEAKS
▪ Definition - Pay attention to the details
▪ Every detail of your operation “speaks” to your
customers
▪ Staff performance and facility conditions send hundreds
of messages to customers during each interaction
▪ Staff interactions speak to customer about your
organizational culture and staff desire to serve
▪ Customers are acutely aware of the “everything speaks”
concept
▪ Paying attention to details builds trust in customers
▪ Walt Disney – “everything speaks” starts at parking lot
28. ASSESSMENT TOOL – SERVICE MAPPING
▪ Evaluate services provided by organization
▪ Involve all levels of staff involved in providing that service
▪ Map out service by timeline or process
▪ Evaluate how service can be improved for each service box
▪ EX: guest experience leaving park for hotel