This document provides an overview of a training on delivering excellent customer service. It is divided into multiple modules that cover key topics such as defining customers, the impact of poor customer service, modeling excellent service, and adopting the FISH philosophy of customer service. The training utilizes exercises, discussions, and assessments to engage participants in understanding excellent service and how to provide it to both internal and external customers.
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.
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.
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.
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.
Customer Service Starts At The Front Desk: Admin's Best Practices Myra Golden
Administrative professionals are at the front lines of customer service, interacting with customers through the phone, email, and in person every day. How can you ensure you are providing the best customer experience possible for your organization?
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.
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.
Analyzing the User Experience of Vertical Social NetworksTapglue
This is the first presentation of a series, in which we analyze the UX patterns of successful vertical social networks. For our initial case study, we took a look at MapMyRun and how its social features have allowed this app to become one of the most successful apps in the Health & Fitness category.
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.
Customer Service Starts At The Front Desk: Admin's Best Practices Myra Golden
Administrative professionals are at the front lines of customer service, interacting with customers through the phone, email, and in person every day. How can you ensure you are providing the best customer experience possible for your organization?
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.
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.
Analyzing the User Experience of Vertical Social NetworksTapglue
This is the first presentation of a series, in which we analyze the UX patterns of successful vertical social networks. For our initial case study, we took a look at MapMyRun and how its social features have allowed this app to become one of the most successful apps in the Health & Fitness category.
Analyzing the User Experience of Vertical Social Networks: NuzzelTapglue
This is the second part of our series "Analyzing the User Experience of Vertical Social Networks" where we take a deeper look into successful social networks and how they leverage social features.
An overview of potential privacy, legal and ethical risks for the Privacy Impact Assessment (PIA+) of the DEVELOP project’s career development tool, based on the initial user requirements.
Bridging the gap between our online and offline social networkPaul Adams
A 30 minute talk I gave at the IA Summit 2010. If you find the content useful in your work, I'd love to hear your stories and examples to inform a book I'm writing. Please get in touch!
padday at gmail dot com
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.
Assignment 1 the importance of customer service 1352819351 unit 1DeanRobson4
I uploaded this assignment in the relevance for research purposes only. Please don't copy word for word as it will be identified at Plagiarism.
Assignment 1 the importance of customer service 1352819351 unit 1
Slides to accompany a bite-size training session on customer service - ideal for anyone new to a front-line role. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
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.
Customer is the king, this is what we have been hearing even before entering the corporate world.
your business not only depend on customers but primarily how much is he level of your customers satisfaction.
The presentation cover all aspects of CUSTOMER SATISFACTION.
1. True Excellence through Exceptional Service Table of Contents ~ Preamble Module I. – The Customer Module II. – The Reality of Poor Customer Service Module III. - Modeling Excellence in Customer Service Module IV. – FISH – Catch the Energy & Release the Potential Module V. – The FISH Challenge Module VI. – Making the Commitment to Excellent Customer Service
2. True Excellence through Exceptional Service Preamble A Customer A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption to our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi
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4. True Excellence through Exceptional Service Module II Defining Customer Service The Focus of Kids Behavioral Health Quality Programs Successful Organization Customer Relationships Dedicated Employees
5. True Excellence through Exceptional Service The Ice Breaker In order to break the ice you will be introducing one of your colleagues next to you. Make sure the hobbies you list are legal. ________________ has worked at Copper Hills Youth Center for ______________ years, months, or weeks. Their job title is a ________ and works in ________ Department or Unit. Some of their hobbies include _________ and _________.
8. True Excellence through Exceptional Service Module I The Customer The Definition of a Customer… A customer is anybody who isn’t you! This is a critical key to a successful organization. This definition of a customer includes all the people inside and all the people outside of the company: External & Internal Customers. External Customers : The customers that we serve outside of the sphere of our company. Internal Customers : The people who server our External Customers- the employees and and others that work within our company.
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11. True Excellence through Exceptional Service Module I The Customer An Exercise … The Customer A Self-Assessment
12. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. EXAMPLE------- Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. My Pet
13. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Patient/Resident/Client Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Parent/Guardian
14. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Referral Source Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Funding Source and/or MCO
15. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Vendors/Suppliers Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Community
16. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Employee Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Contract Workers
17. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Volunteer Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Interns
18. True Excellence through Exceptional Service Module I The Customer The Customer-A Self Assessment Instructions: Circle 5 words that most clearly show how you feel about each of your customer categories. Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Supervisor Unpleasant Red Disturbed f. Content Pleasant Green e. Unclear Disinterested Ignored d. Acknowledged Clarity Thanks c. Jargon Issues Problems b. Informed Empathetic Interested a. Home Office
19. True Excellence through Exceptional Service Module I The Customer The Customer-Self Assessment Results To score yourself, write down the letters that correspond to the row of each of the words that you circled. If three words or more appear on lines a, c or e, you enjoy interacting with your customers. If three words or more appear on lines b, d, or f, you do not enjoy interacting with your customers. “ Super Service” by Val & Jeff Gee Intern Employee Volunteer Community Contract Worker Supervisor Home Office Vendors/Suppliers Funding Source/MCO Referral Source Parent/Guardian Patient/Resident/Client Row Letters A,C,E B,D,F Category
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21. True Excellence through Exceptional Service Module I The Customer KEY POINT ALL of our customers are critically important and valuable to the success of our organization.
22. True Excellence through Exceptional Service Module I The Customer EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:
25. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service “ Service Excellence” by Wendy Leebov, Ed.D. Poor Customer Service is the #1 Reason for loss of customers and business!
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27. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service Poor Customer Service is like a Disease. The stages of disease or methods of infiltration: (PORCS) 1 – Ignorance of preventive measures to prevent contamination & infiltration. 2 – Exposure to one that is infected & practices PORCS. 3 – Contamination by allowing the germs or habits to enter our system or organization. 4 – Infection as the germs or habits overwhelm our defenses & we succumb to the behavior of PORCS. 5 – Damage when the infection destroys the body’s or organizations vital functions & efficiency. Or in our case it destroys the business.
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29. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service Where Does the Business Come From? An Exercise: List the top 5 Referral Sources and/or Territories that business come from. 1. 2. 3. 4. 5.
30. Where Does Our Business Come From? 19 Census = 96 Effective 10/31/02 27 13 21 5 4 1 Ranking By Region & Referral Source #1 – Arizona = $1.4 million* a. Navajo Nation b. AZ CYF #2 – Alaska = $909,000* a. Northstar Hospital b. Providence c. AK DFYS #3 – Utah = $806,000* a. UT DCFS #4 – New Mexico = $668,000* a. Lovelace b. Presbyterian c. Cimarron #5 – Colorado = $257,000* a. El Paso County b. Jefferson County c. Mesa County d. Pueblo County * Based on ALOS –187 days 2 1 1 1 1
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32. True Excellence through Exceptional Service Module II The Reality of Poor Customer Service EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:
33. True Excellence through Exceptional Service MODULE III Modeling Excellence in Customer Service
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35. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service It is an individual’s responsibility to set the tone for Excellence in Customer Service. Model the expectation!
36. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service Covey’s Principle: Begin with the End in Mind What is it that you want your … … patients/residents/clients … parent/guardians … referral sources … funding sources … vendors/suppliers … community … employees … contract workers … volunteers … interns … supervisors … home office to say about your organization?
37. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service The Customer’s Perception is Our Reality!
38. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service An Exercise: Follow the Leader
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40. True Excellence through Exceptional Service Module III Modeling Excellence in Customer Service EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:
41. True Excellence through Exceptional Service MODULE IV FISH Catch the Energy & Release the Potential
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43. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential “ We have the combined knowledge and the energy to position Kids Behavioral Health as the premier provider of behavioral health services and as the employer of choice in our communities. This will happen when positive attitudes, a sense of purpose, and great passion are combined with healthy playfulness. It all starts with making a choice. I encourage you to choose the ideals and attitudes demonstrated in this book and to incorporate them into your daily lives”.
44. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential An Exercise: Read the Book: FISH
45. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential Discuss the Book
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47. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:
50. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential Watch the Video
51. True Excellence through Exceptional Service Module IV FISH – Catch the Energy & Release the Potential Discuss the Video
52. True Excellence through Exceptional Service Module V The FISH Challenge An Exercise: What Can You Do? CHOOSE YOUR ATTITUDE: The Fish guys are aware that they chose their attitude each day. One of the fish guys said, “When you are doing what you are doing, who are you being? Are you being impatient and bored, or are you being world famous? You are going to act differently if you are being world famous.” Who do we want to be while we do our work? PLAY: The fish guys have fun while they work, and fun is energizing. How could we have more fun and create more energy? MAKE THEIR DAY: The fish guys include the customers in their good time. They engage their customers in ways which create energy and goodwill. Who are our customers and how can we engage them in a way that will make their day? How could we make each other days? BE PRESENT: The fish guys are fully present at work. What can they teach us about being present for each other and our customers?
55. True Excellence through Exceptional Service Module V The FISH Challenge EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:
56. True Excellence through Exceptional Service MODULE VI Making The Commitment to Excellent Customer Service
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58. True Excellence through Exceptional Service Module VI Making the Commitment to Excellent Customer Service Dear …
59. True Excellence through Exceptional Service Module VI Making the Commitment to Excellent Customer Service Letter Continued …
60. True Excellence through Exceptional Service Module VI Making the Commitment to Excellent Customer Service EVALUATION What did you like LEAST about this module? What did you like MOST about this module? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this module? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Module PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category On a scale of 1 – 5, please rate the following:
61. True Excellence through Exceptional Service EVALUATION What did you like LEAST about this Customer Service Presentation? What did you like MOST about this Customer Service Presentation ? 5 4 3 2 1 Presenters Interaction with Audience 5 4 3 2 1 Presentation Skills What comments and/or suggestions do you have that you feel could improve this Customer Service Presentation? PRESENTER(S) of Module 5 4 3 2 1 Exercises & Activities 5 4 3 2 1 Length of Entire Program Presentation PRESENTATION of Module 5 4 3 2 1 Application to Your Job 5 4 3 2 1 Information & Value to You CONTENT of Module 5 Excellent 4 Great 3 Good 2 Poor 1 Bad Category EVALUATION OVERALL On a scale of 1 – 5, please rate the following: