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Learn to identify and analyze
customer needs and problems.
Recognize the most common reasons
for customer complaints.
Discover techniques to cultivate and
maintain special customer
relationships.
Program Objectives (1 of 2)
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Program Objectives (2 of 2)
Assess your communication style
and use two-way communication
skills to level with people, to accept
feedback from them, and to discuss
problems.
Identify specific problems in your
customer service program and apply
treatment.
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Questions On Being A Customer
Why do you need customer service?
Was the service provided over the
phone or in person?
How did the customer service
representative respond to your
request, inquiry or problem?
If you felt the service was excellent,
describe what made it so good.
If you felt the service was
exceptionally poor, describe what
made it that way.
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Do You Know Why They Leave?
1% die.
3% move away.
5% develop other relationships.
9% leave for competitive reasons.
14% are dissatisfied with
product or service.
68% leave because of rude or
discourteous service.
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Competencies (2 of 2)
Job Knowledge.
Judgment.
Motivation To Serve.
Persuasiveness/Sales.
Planning.
Resilience.
Situation Analysis.
Work Standards.
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Excuses Excuses
List five to eight excuses you hear
customer service representatives
give for offering indifferent or
poor customer service.
Think of one of more ways to
counter each excuse.
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Common Excuses (1 of 2)
For Service Lapses:
I don't have enough time.
I don't get paid to be nice. I am
measured by my productivity
and accuracy.
How can we do a good job if
the computer is always down?
Every customer is totally
bonkers today.
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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.
People are basically stupid.
I am always too busy.
Common Excuses (2 of 2)
For Service Lapses: