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/
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.
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
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/
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.
A brief overview of how to deliver excellent customer service for growing businesses and companies. It's easier and cheaper to retain current clients than to get new ones.
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 Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
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.
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.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
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 Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
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.
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.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
Be a Selling Superhero: 10 Strategies for Enterprise Selling SuccessSalesQualia
To be successful at enterprise selling, influencing behavior and decisions at large companies is crucial. These are just a few strategies you can take as a salesperson to take control of sales opportunities and increase your success rate.
Concepts include:
- Implementation planning & managing changeovers
- Setting the buying criteria
- Running pilot programs
- Creating deadlines
This presentation accompanied a live presentation led by Scott Sambucci at a live workshop, hosted by Hult International Business School (San Francisco, CA) in March 2015.
There’s an unsigned contract on the table. You know it’s not the right time to be telling sales jokes.
But it doesn’t matter, you do it any way.
You say to the prospect, “have you heard the one about the Pure Wool Pants?” (sales joke #1)
http://senatorclub.co/when-you-tell-sales-jokes-like-this-you-close-big-deals/
Máy biến áp do tập đoàn LS sản xuất cũng thuộc nhóm sản phẩm cao cấp của thế giới, hiện đang được bán đại trà cho Mỹ, Nhật, Canada, Trung đông, Asia. Các tập đoàn công nghệ hàng đầu như Mitsubishi, Hitachi, Fuji, Siemens,….cũng đang là khách hàng của sản phẩm này trên phạm vi toàn cầu. Hiện LS cũng là một trong những nhà cung cấp Biến thế khô chính của Việt nam với các công trình tiêu biểu như :Royal City, Time City, Nam Á Bank, Air Cargo, Việt Thuận Thành Tower, Lim Tower, Thảo Điền Pearl, Petrovietnam Power Landmark, Petroland Quận 2, Diamond Island, The Era, Royal City, Cresent Mall, Petroland Tower tại Phú Mỹ Hưng, Dragon Hill Residence, Belleza, Khách sạn Continential, Khách sạn Rex, Khách sạn 5 sao Le Meriden, Phú Quốc Airport, Saigon Airport Plaza, Times City, Star City...
Good customer service can bring more business. Do not consider your customer service department a cost but treat it as your business investment - Soumit Ranjan Jena
Repeated unreasonable action of an individual(s) directed towards an employee, which are intended to:
intimidate
degrade
humiliate
undermine
cause health risks
This module includes the effects of bullying.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
3. • Understand the importance of Customer Service
• Handle different types of customers
• Practice complaint handling
• Discover techniques to
cultivate and maintain
special customer relationships
4. Customers and Their Roles
Reasons Why Customers Leave
Customer Service
Service-Profit Chain
Handling Customers
and Their Complaints
Tips for Good
Customer Service
5. • They are the MOST important people in any business.
• They are NOT dependent on us. We are dependent on
them.
• They are NOT an interruption to our work, but the
PURPOSE of it.
• They are part of our business.
They are not outsiders.
• They give us favor when they come in.
We are NOT doing a favor by serving them.
• They deserve the most courteous attention. They are the
lifeblood of every business.
6. I don’t have enough time.
I don’t get paid to be nice.
Every customer is totally irate today.
I can’t deal with people who do not show
me respect.
How can we do a good job if the other
departments do not provide the back-up we
need?
I am having a bad day.
I am always too busy.
7. • The customer is the business’
biggest asset.
• The customer’s payment becomes
part of our salaries, wages, bonuses.
• The customer will go where he/she
receives the best attention.
• There is no profit,
no growth, no jobs
without the customer.
8. • A typical dissatisfied customer will tell 8-10
people about their problem.
• 7 out of 10 complaining customers will do
business with you again if you resolve the
complaint in their favor.
• If you resolve a complaint
on the spot, 95% will
do business again.
9. 5 – 20% Probability of selling to a
new prospect
60 – 70% Probability of selling to an
existing customer
It takes 12 positive experiences to make up for
one unresolved negative experience.
10. For every customer who bothers to complain,
26 other customers remain silent.
News of bad customer service reaches more
than twice as many ears as praise for
good service experience.
13. Any or all interactions which the customer has with the
company while conducting business.
It is the ability to provide a service or product in the way
it has been promised.
It is also about treating the customers with
respect, individuality, and personal attention.
14.
15. GOOD SERVICE is when the customer gets
the treatment that meets his/her
expectations.
16. BAD SERVICE is when the customer gets
treatment which is less than his/her
expectations.
17. When the customer gets a little more
that what he/she expected, Good
Service becomes EXCELLENT SERVICE.
19. An individual or group of people you may
interact/serve within the
organization/company.
e.g. Investment Specialists, Real Estate Brokers
20. Someone who comes into your organization/company
for products or services – the end customers.
These customers depend on the timeliness, quality, and
accuracy of the organization’s work.
23. • Appreciate the customer for sharing the
complaint.
• Apologize for the
error/mistake/inconvenience.
• Listen actively. Nod from time to time to
show interest.
• Show empathy.
24. • Resolve, if it is within your control. If
not, bring it to the notice of your
supervisors.
• If not solved immediately, take down the
customer’s details (name, contact
number, address) to contact with the
solution.
• Do follow-up until the customer is
satisfied.
REMEMBER: Don’t take customers’
complaints personally.
25.
26. A slight mistake can make this customer mad.
• Let the customer finish talking. Do NOT interrupt.
• Be firm and polite or else they may not be happy.
27. The customer who wants more than what
you can offer. They are not easily satisfied.
• Be firm yet polite.
• Be professional.
• Avoid being too docile but not rude.
28. The customer who listens to you and sounds
apologetic when complaining. The
customer is quite meek and extra polite.
• Listen carefully to what they have to say.
• Sound professional and don’t brush them aside.
• Gain their confidence.
29.
30. 1.) APOLOGIZE – An apology makes the angry customer
feel heard and understood. It defuses anger
and allows to establish trust.
2.) DIPLOMACY AND EMPATHY – Use carefully-worded
sentences and phrases to kill the anger
brewing in them.
“Getting to the bottom of the issue is as much important to me
as it is to you” or “I am sorry to hear that…”
31. 3.) RESPONSIBILITY– Acknowledge the deficiency in the
service. Commit to them that you will take
care of the issue or investigate the matter
personally, and will call back within
required timeframe.
4.) APPRECIATE – Show appreciation for the feedback.
Thank the customer for his patience.
Welcome customer complaints.
32. • SMILE!
• Make yourself presentable/well-groomed.
• Greet each customer as he/she enters your
service area. Don’t use customer’s first name
unless asked to.
• Make an eye contact when speaking to
customers.
• Be a good listener and show interest in what the
customer is saying.
• Don’t chat with other staff when customers are
around. Give them your full attention.
33. • Identify and anticipate needs. Customers don’t
just buy products/services; they buy good
feelings and solutions.
• Make customers feel important and appreciated.
• Avoid rushing or doing too many things at once.
• Apologize when something goes wrong.
• Service a little more than they expect.
• Use positive verbal and body language.
• Thank the customer for their visit.
• SMILE!
34. “ Your customer doesn’t care how much you
know until they know how much you care. ”
~Damon Richards