This document provides an overview of key concepts for effective customer service. It discusses closing common service gaps through standards, delivery, communication and knowledge. Good customer service involves communicating effectively with customers through skills like active listening, questioning, and using positive body language. Maintaining high service standards, dealing with special customer needs, and planning for good customer experiences are also covered. The document provides guidance for presenting a positive organizational image and dealing with difficult customer situations.
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 - 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.
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.
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/
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
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.
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.
These 25 Customer Service Training Tips and ideas are from CustomerServiceTrainingTips.com and we created this list as a resource to help people improve their customer service training. In the old days customer service training was lecture based and 8 hours of medieval torture. Today businesses need to have customer service training that is fun and engaging if they want to improve their customer service.
Customer service training needs to be thought of in terms of saving training time and increasing learner retention. These customer service training tips are shared to do exactly that. Training needs to think in terms of PRE Learning and Micro Learning if companies want to increase retention.
Check out this customer service training powerpoint presentation.
Let’s discuss about the Facebook customer service : 1-850-361-8504 Jorgbaly
The Facebook customer service is professionally intended to aid the Facebook account holders in nearly every way. Whenever the Facebook users ever encounter any real-time Facebook problems or hurdles then users are advisable to put their telephones to good use by simply dialing the toll-free phone number 1-850-361-8504 which is serviceable 24*7*365 days throughout the globe. http://www.emailcontacthelp.com/facebook-technical-support-number.html
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.
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/
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
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.
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.
These 25 Customer Service Training Tips and ideas are from CustomerServiceTrainingTips.com and we created this list as a resource to help people improve their customer service training. In the old days customer service training was lecture based and 8 hours of medieval torture. Today businesses need to have customer service training that is fun and engaging if they want to improve their customer service.
Customer service training needs to be thought of in terms of saving training time and increasing learner retention. These customer service training tips are shared to do exactly that. Training needs to think in terms of PRE Learning and Micro Learning if companies want to increase retention.
Check out this customer service training powerpoint presentation.
Let’s discuss about the Facebook customer service : 1-850-361-8504 Jorgbaly
The Facebook customer service is professionally intended to aid the Facebook account holders in nearly every way. Whenever the Facebook users ever encounter any real-time Facebook problems or hurdles then users are advisable to put their telephones to good use by simply dialing the toll-free phone number 1-850-361-8504 which is serviceable 24*7*365 days throughout the globe. http://www.emailcontacthelp.com/facebook-technical-support-number.html
This is a basic presentation to give awareness that how communication channel works and how can you communicate more effective by deal with direct customer.
Customer Centricity in Banking
Strategic plans for banks and credit unions are replete with references to their superior customer- or member-centricity. Nearly every financial institution says their competitive edge is their customer service. However, when everyone competes on the same thing – and they all claim to be the best – then the only logical conclusion is the vast majority are clearly wrong.
A large majority of banks claim they are customer-centric, even while competing with product-centric business strategies like focusing on rates and fees. Far too many banks today fail to define what customer centricity means, nor do they organize their business strategies around what customers truly want, even developing products or services customers have voiced little demand for.
When it comes to adjusting their strategy, banks have only a handful of options. They can revisit their strategy and define it differently to reflect a product-centric approach – i.e., lowest cost, unique or specialized products, etc. – or they could double-down on customer centricity and practice what they preach. Assuming they are insistent on customer centricity, what should banks do?
Definition of Customer-Centricity
First, we need to level-set with a definition of customer-centricity. According to Forbes, customer-centricity is:
“The ability of people in an organization to understand customers’ situations, perceptions and expectations. The customer should be at the center of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.”
Customer-centric organizations understand every facet of their customers. Many banks and credit unions measure customer satisfaction just once a year and have call center reports detailing complaints and use that limited analysis to say they understand the customer. Or, worse yet, banking executives often say they know the customers’ needs because they are a customer. There are also variations of, “I know the customer because I’m in the community,” or, “I understand millennials because my children are millennials.”
A true customer-centric organization holds the customer as the single most important point when making decisions that will affect the customer. Most publicly-traded organizations are likely to fail this test as revenue, income, cost or overall financial impact most often trump customer needs or wants. Similar attitudes abound in privately-held organizations and even credit unions, which are member owned.
If the first question when presenting a business case to the executive team isn’t “How will this affect our customers?” then the organization is not likely to be customer centric.
Characteristics of a Customer-Centric Organization
Merely saying that an organization is customer-centric and having a pithy tagline doesn’t make an organization so. Organizations that are customer-centric exhibit the following characteristics:
1Strong Leadership and Strate
What is Customer Services
Communicate effectively with customer/staff
Developing and maintaining customer service standards through communication
Planning good customer service
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
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Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
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Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
2. Objectives
Today we will learn how to
Communicate effectively with customers
Create a positive impression
Develop and maintain customer service standards
Plan good customer service
3. Key terms to know
The standards gap- the difference between the
retailer’s knowledge of customer’s perceptions and
expectations.
The delivery gap- is the difference between the
retailer’s service standards and the actual service it
provides to customers.
The communication gap- is the difference between
the actual service provided to customers and the
service that the retailer’s promotion program
promises.
4. More terms to know
Service gap- is a customer’s perception of the
service delivered by a retailer fails to meet the
customer’s expectations.
Knowledge gap- reflects the difference between
customers’ expectations and the retailer’s
perception of those customer expectations
5. How do we close these
gaps????
The standards gap- by setting appropriate service
standards and measuring service performance,
retailers can close this gap.
The delivery gap- this gap can be reduced by
getting employees to meet or exceed service
standards through training.
The communication gap- when retailers are more
realistic about the services they can provide
customer expectations can be managed effectively
to close this gap.
6. How do we close these
gaps????
The knowledge gap- retailers can close this gap by
developing a better understanding of customer
expectations and perceptions.
7.
8. Some examples
Standard Gap- If Pizza Hut was not offering lemon
pie and brownies.
Delivery Gap- If Pizza Hut started offering lemon pie
and brownies, but not as high of quality.
Communications Gap- Dessert is unavailable at Pizza
Hut.
Service Gap- Pizza Hut is good to eat at, but not as
much as the ad makes it out to be.
Knowledge Gap- If Pizza Hut decided to stay open
until 4 A.M. without doing any surveys. Just trying it
and seeing if it would work.
9. Who are Customers?
Definition of a customer
Internal/external customers
Customers are people who need your assistance.
They are not an interruption to your job, they are
the reason you have a job..
11. Attitude Checklist
What attitudes assist in providing good service?
• Enjoy helping people
• Handle people well
• Care for your customers
• Give fair and equal treatment to all
• Be understanding of people with special needs
12. Skills for Customer Service
• Know about your organisation
• Learn the technical parts of the job
• Communicate well
• Be consistent
• Be organised
• Know your place in the team and be a team player
13. What do Customers Want?
Brainstorm what it is that a customer wants when
they enter your organizations
14. Greeting Customers
The purpose is to create and maintain a welcoming environment -
how can we achieve this?
• Be attentive, acknowledge a person as soon as they appear,
even if you’re busy
• SMILE!
• Establish eye contact
• Tell them your name
• Ask how you can help
• Give the customer your full attention
• Be polite and courteous……………
15. Establishing Rapport
What does good rapport feel like?
Practice greeting someone
Make the customer feel comfortable
Make the customer feel important and valued
Use empathy
16. Find out how You can Help
• How can you find out what people want?
• If you can’t help, what should you do?
• Offer alternatives if possible
• If they have to wait, how would you handle it?
17. Communication is a 2-way
Process
Communication skills involve:
• Listening to others (Receiving) message
• Asserting/ Expressing (Sending)
sender
receiver
sender
receiver
BarriersBarriers
18. The Communication Equation
What you hear
• Tone of voice
• Vocal clarity
• Verbal expressiveness 40% of the message
What you see or feel
• Facial expression
• Dress and grooming
• Posture/ Body Language
• Eye contact
• Touch
• Gesture 50% of the message
WORDS…….. ONLY 10% of the message!
19. Effective Communication Skills
Eye contact & visible mouth
Body language
Some questions
Encouragement silence to continue
Summarising Checking for understanding
what has been said Smiling face
Effective
Communication skills
20. Barriers to Effective
Communication
Language Noise
Time Distractions
Other people Put downs
Too many Lack of interest
Questions
Distance Disability
Discomfort
with the topic
Barriers to
effective communication
21. How to Listen to Customers
Active listening = Attending skills (being ready)
Attend to immediate needs (if you need to finish
something before giving your full attention)
Being available
Eye contact
Attentive posture
Concentration
22. Following Skills
This opens the door to further communication
Invitations
Questions
Encouragement
Empathetic Silence
24. Reflective Skills
Keeps the door open for further communication
• Paraphrasing
• Reflecting Facts
• Reflecting Feelings
• Reflecting Silence
• Summarising
• Choosing your Words
• Useful Phrases
25. Using Your Voice
Do you
• Become loud when angry or upset
• Speak faster when nervous
• Speak slowly when tired or bored
• Have a cheerful voice
• My tone of voice is warm and understanding
• Find it easy to talk to people you don’t know
• Control your tone in most situations
• Sound bossy, weak or unsure
• Have a clear and easy-to-hear voice
• Speak in a very formal or very trendy manner?
Think about how you might modify your voice in certain
situations
26. Body Language for a Positive
Result
Brainstorm some examples of good body language
Smile
Introduce yourself (if appropriate) or wear a name badge
Shake hands if appropriate
Lean forward
Be aware of cultural differences
27. Telephone Skills
• Know how to use the phones
• Speak clearly and slowly
• Smile (you can hear it in your voice!)
• State your name and organisation
• Write down the caller’s name and use it
• Don’t say rude things while someone’s on hold
• If they’re explaining something use words to show you’re listening
(umm, yes …)
• Have pad and pencil ready to take notes or messages (check spelling and
message content)
• Don’t eat or drink while on the phone
28. Written Communication
• Write clearly and concisely
• Refer to their letter, date and query
• Be friendly without being too informal (Dear Aunt writing style)
• Check your spelling and grammar
• Make sure you’ve answered their query or request or explained
why you can’t
• Be timely or apologise for any delay in replying
29. Guaranteeing Return Business
• Leave a positive impression, smile
• Check customers have everything they need
• If you’ve said you’ll follow-up, do so
• Tell them something that may be useful to them later
(eg new service starting soon)
• Invite them back
• Say goodbye
30. A Positive Organisational Image
First impressions count and will affect the interaction. People make
judgements in the first 30 seconds.
Golden Rule – You only have one chance to make a
first impression!
31. Organisational Assessment -
Activity
• Take a look at your organisation through the eyes of a customer.
• What are the first things you notice?
• What has the organisation done to make you feel welcome?
• Does anything make you feel uncomfortable?
• How could you feel more at ease?
Form small groups and discuss different methods used to help
people feel welcome.
One person from each group to present back.
32. Presentation and Manner
Does your Organisation have a policy on presentation?
• Uniforms, badges, etc
• Personal hygiene
• Clothing – appropriate to the situation
• Hair – cleanliness and style
• Accessories – jewellery, earrings, watches, tattoos,
• Expression – facial expressions
• Tone of voice
• Body language
• Surroundings (Can they see a messy desk? Dead flowers in the vase?
Eating your lunch?...)
33. A Positive First Impression
• Be confident
• Knowledge - know your organisation and the services
you provide
• Confidentiality
• Follow up (don’t just say you’ll do something, do it)
• Strengthen the customer’s commitment to your
organisation
34. What to Avoid
• Saying ‘I don’t know’ without offering an option
• Saying you don’t know where a colleague is or saying
they’re at lunch/ toilet/ gone for coffee etc
• Leaving people on hold for a long time
• Ignoring people if you’re busy
• Treating people unequally
35. Service Standards
How can you contribute to the development and maintenance of
service standards in your volunteering organisation?
• Read and understand your organisation’s policies and procedures on
customer service
• Be prompt and efficient
• Ensure services are delivered in accordance with legislative or statutory
requirements
• Maintain accurate records
• Ensure any special needs of customers are taken into account
36. Factors Affecting the Quality of
Service
• Reliability
• Confidence
• Responsiveness
• Efficiency
• Consistency
• Organisation
• Acceptance of and adherence to policies and
procedures
37. Customers with Special Needs
• People for whom English is not their first language
• People with disabilities
• People from other areas who may not be familiar with the
way things are done here
• People with limited mobility
• Unaccompanied children
38. Planning Good Customer
Service
• Recording procedures (when are your busy times)
• Reporting procedures (meeting organisational/ funding/
legislative requirements)
• Observe and report customer needs
• Be proactive in improving service
• Market your organisation
• Have processes and procedures for dealing with difficult
situations BEFORE they happen and make sure staff are
trained.
39. Dealing with Difficult Behaviour
• Label the behaviour, not the customer
• Listen
• Don’t get defensive
• Don’t take it personally
• Find out what the customer wants
• Discuss alternatives
• Take responsibility for what you CAN do
• Agree on action
40. The Talkative Customer
• Ask closed questions
• Limit the time available for them to interrupt (don’t have
long pauses)
• Provide minimal response
• Smile and be pleasant, but don’t encourage them
• Wind up – thank them for coming, walk them to the door
but don’t be rude or dismissive
41. The Angry Customer
• Listen carefully without interrupting so you understand the
problem
• Empathise in a broad way
• Stay calm and remain polite
• Don’t escalate the problem
• Don’t take it personally, be defensive or blame others
• Propose an action plan and follow it
• Seek support if you are scared, if you can’t agree on a solution
or if the customer asks to see “whoever’s in charge”
42. The ‘know it all’ Customer
• Acknowledge what they say
• Compliment them on their research
• Be generous with praise
• Don’t put them in their place no matter how tempting
• Don’t try to be smart – you can’t win!
• Ask them questions and use them to improve your
knowledge
43. The Indecisive Customer
• Find out what they really want
• Ask them for the options
• Reflect back to them what they’ve said
• Assume control gently and point out the best course of
action from what they’ve told you they need
• Be logical
• Confirm a plan of action with them
• Maybe even put it in writing
44. The Suspicious Customer
• Establish your credibility
• Ensure you know your product or service
• They will try and catch you out so don’t guess or tell them
something you’re not sure of
• Be careful what you say
• Be polite
• Don’t take it personally, they don’t trust anyone!
45. Role Play
In pairs, one person takes on the role of a customer
and one is the volunteer
• Use your own scenario if you have one
• Swap after 5 minutes
Editor's Notes
Explain that there are external and internal customers: People who phone, People who walk-in, People who write
People from within your organization, People from other organizations, Media, Students
10 minutes- With the person next to you, talk about when you’ve had good service and when you’ve had bad service. Make a list of aspects of each.
Mention we’ll talk about special needs later.
Emphasize the importance of training, duty statements, orientation, policy and procedures manuals
From the activity ‘good/bad’ service, identify the kinds of things customers want.
Make notes on GOOD GREETING BEHAVIOUR
Role play
These 4 slides present theoretical ideas in graphic form. They have been used in other workshops (Effective Communication and Frail Aged) and can be glossed over quickly if people are familiar with the concepts and how they impact on practice in the workplace.
Activity to practise questioning based on “Simple questions” sheet and “Paraphrasing” sheet. Notes to be written in workbook by participants.
Let people read through the list and think about how they use their voice in different situations.
Go around the room and make sure each person gets a chance to have a go. Ask a participant to say “Jonathon your tea is getting cold”; “Kim I need your help.” “Maxine there are three items missing from this set”. Each person must say it in a different way to the person before.
Ask group for examples of cultural differences.
Dear Aunt letters – don’t write in an officious way. Write as you would to an aunt.
What makes you go back to a place?
Allow around 10 minutes for group discussion and 5 minutes to report back
How else can you say “I don’t know?” “I’ll find out for you”, “I’ll need to check on that and get back to you”, “I’ll have to look that up, when is a good time for me to call you back?”
Discuss techniques for dealing with these situations … visually impaired, hearing impaired, wheelchairs, translators etc. Don’t make assumptions.
If people don’t have a scenario they have experienced assign them one. Make up something that is relevant to their volunteer work.
Example 1. You have bought a toaster and it’s broken after only one week and you’re very angry about products not being made to last anymore. You want the salesperson to do something immediately. She is offering you a replacement and you want a refund.
Example 2. An older person has come in to see a colleague who is out. He is upset because his family hasn’t visited for weeks and wants to tell you all about it. You have other people waiting and the phone is ringing.
Example 3. You have been visiting an older person in his home and his daughter has turned up and accused you of stealing the silver teaspoons.