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.
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 presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
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 presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
Unsatisfied customers will tell between 9 and 15 people about their experience. About 13% of unsatisfied customers tell more than 20 people. This is the reason why you have to be responsible and deal with all customers when they have something to say.
Here are top 10 ways of how to do that.
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 “Customer Service Excellence Training” slideshow is geared to help participants understand:
- The principles of strong customer service
- The concept of internal and external customer service
- Ideas for customer service improvement within their workplace
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.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
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.
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
Unsatisfied customers will tell between 9 and 15 people about their experience. About 13% of unsatisfied customers tell more than 20 people. This is the reason why you have to be responsible and deal with all customers when they have something to say.
Here are top 10 ways of how to do that.
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 “Customer Service Excellence Training” slideshow is geared to help participants understand:
- The principles of strong customer service
- The concept of internal and external customer service
- Ideas for customer service improvement within their workplace
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.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
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.
Soft skills are the individual’s personal attributes, inheritance social cues, and communication abilities needed to make a job successful. Unlike the hard skills, the soft skills refers to the emotions and or insights that enables and individual to read others mind and behavior. It is very difficult to learn in a traditional classroom. They are also difficult to evaluate and measure.
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
Patience is an important aspect of the customer service as all of the customers who used to contact customer service are confused, frustrated and lost. Being patience is a good way to help customers as listening to them make them feel comfortable and they feel like you are there to less their frustration. Taking time to listen the need of the customers and then giving them the best way to solve it out make customer believes on the company and increase customer trust on products.
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
Frankfinn Presentation on Customer Relationship Management by Hricha Dhungel
This Presentation on Customer Relationship Management will help you give an idea of how to make one.
Crawl Budget and Crawl limit; important considerationsAbhishek Mitra
The amount of pages or URLs that a search engine bot, sometimes referred to as a crawler or spider, is willing to crawl on a website over a given time frame, usually within a day, is referred to as the crawl budget.
Search engines allot a limited amount of this resource to every website, taking into account a number of variables such as the website's relevancy, authority, and past crawl patterns.
In this presentation, I have mentioned why getting content topics from your sales team is required to boost your SEO efforts. Feedbacks from the sales team are important for amping up your content efforts.
In this presentation, I have listed the most important keyword research tools. you can use these tools to conduct excellent keyword research for all your content.
In this presentation, I have explained why you should include some questions from the Google Search FAQ section in your FAQs and how it would contribute to SEO.
In this presentation, I have explained why the number of inbound links should be more than outbound links on your website. it is much wiser to gain authority from others than pass on your authority.
In this presentation, I have explained why you should consider creating a content referral program. After all high ranks mean more traffic meaning more business.
In this presentation, I have explained why refreshing your content periodically is important and how it helps in the SEO of your website. Refreshing is particularly important when you have a large chunk of content and many of the pages have little or no ranks.
In this presentation, I have mentioned why the footer of your website is an important place and why you should use it for SEO purposes. After all, a footer is even crawled by the bot while searching your website. So, why to leave that opportunity?
In this presentation, I have mentioned why focussing on image search is important for boosting your SEO efforts.19% of the search queries on Google returns images.
In this presentation, I have explained why optimizing your site for voice search is a must for boosting your SEO efforts. I have also listed multiple stats and facts to justify the need for Voice Search optimisation.
In this presentation, I have mentioned how structured data markup can boost your SEO and help in the ranking of your website. Various relevant references have been listed out for in-depth understanding of structured data markup
In this presentation, I have mentioned the types of keywords to be used at different phases of SEO of your website. This would help to rank with little effort and without losing your investment.
In this presentation, I have explained how you can amp up your SEO effectiveness with a bunch of long-tail keywords, covering maximum types of queries around a search intent.
In this presentation, I have explained the content creation process. I have also explained the various ways which would aid you in the process of forming your content plan
In this presentation, I have explained why you should create a news section of your industry and have a specific dedicated section of your website for the same. I have also explained how it will help your brand grow and rank higher in SERP.
In this presentation, I have explained the various KPIs for Content Marketing. You can use these KPIs for accessing the effectiveness of Content Marketing Campaigns within your organisation.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
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LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
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Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
3. We have heard long enough that putting yourselves in others’ shoes is must for 100% resolution of
customer issues but believe me when a representative attends a hundred customers every day with
their own personal set of problems hounding them, most of them falter in empathizing with the
customer.
Rather than solving customers’ problem, the philosophy should be to empathize with a co-partner.
That way the rep would walk the extra path to help.
4. It also depends on how the manager treats his employees. The most important quality that should be looked in
a customer service manager should be empathy, more than the cases he has successfully closed or how satisfied
are his clients.
Well, satisfied clients and customers are indicators of empathy but not just empathy alone.
They are indicators of integrity and many other virtues in the professional.
For a successful customer service empathy is the most important element.
So, the development of that in your employees is a must. And it must be stripped of all the virtues and
developed independently.
6. You always try to find out more about people who feel are important to you.
So, if your representative is showing more interest in researching about the customers, their order history,
their feedback, their interaction calls, their likes and dislikes without you asking him to, you can rest
assured that he is slowly moving through the first stage of empathy cycle.
7. If the customer service representative is allowing the customer to vent out freely without negatively
reacting,
OR
Is showing interest in conversing about things least concerned to the company but of customers’
interest, you can rest assured that he has learnt to be receptive of the customers’ expression of the
problem.
8. If the representative is taking enough time to research out the situation, the order history, previous
records of customers’ interaction with the organisation, so that the customer goes through minimum
escalations and can get their problem solved, without anyone asking him to,
He has started taking responsibility for resolving the customer issues, which may be not even within
his KRA.
9. Often times, you would find a customer service representative up-on their heels and often quarrelling
with other departments to get customers’ problems resolved in time.
The same guy is extra smooth or polite with the customers. He is your guy who is empathizing with
your customers.
10. Now, you may have a customer service representative who is empathetic but not sounding empathetic
to your users.
That guy needs to be trained on communicating empathy as it is the most important element.
11. (a) Now, you may have a customer service representative who is empathetic but not sounding
empathetic to your users.
(b)That guy needs to be trained on communicating empathy as it is the most important element.
( c) While screening employees to be included in customer service, the empathy grid can be of quite
help.We need to devise questions based on each element of this grid.
12. The below grid can be quite helpful in understanding the Empathetic Quotient of your employees
while screening for Customer Service
13.
14. 1.Emotional Empathy– When the persons feel the same level of distress, joy or pain as others.
(a)To assess whether your representative has emotional empathy, allot him tasks for the whole day,
where customers have gone in through distress. let him face dissatisfied clients and customers.
(b) At the end of the day, observe his behavior whether he is sad, happy, enthusiastic for taking up
any extra-curricular activities set by the organization, or whether he is showing the same level of
productivity after handing the clients in distress or not.
15. 2. Cognitive Empathy– When the representative understands the levels of distress, joy or pain but
doesn’t feel the same.
(a) To check Cognitive empathy, allot a few customers whose problems need to be urgently solved
and one set whose problems can be resolved later.
(b) The gravity of the problems with both the set should be the same. But the distress levels of the
customers or behavioral response must be different in both the sets. Let the employees go through
customer interactions randomly.
(c) Ask your employee to list down customers with more pressing problems in an ascending or
descending order.
16. 3. Communicating Empathy– When the representative uses statements or behavioral expressions
that can truly satiate the customer in that situation.
(a) Check among your employees who are using more of these statements or their variants during
conversations with customers.
17. •It sounds like you did everything you could.
•I can see how difficult this has been.
•The whole thing sounds so discouraging.
•I can totally see why you would be upset.
•This is so hard.
•I can’t believe how well you’re holding up, considering how much stress you’re under.
18. •It sounds like you did everything you could.
•I can see how difficult this has been.
•The whole thing sounds so discouraging.
•I can totally see why you would be upset.
•This is so hard.
•I can’t believe how well you’re holding up, considering how much stress you’re under.
19. 4. Empathetic Experiences– When the representative shows a high level of empathy for all his co-mates and
users, even during non-office hours or in general working.
(a) Ask your representative to list down all major activities of empathy, they have shown somewhere in their life.
(b) Ask them to write down about their family, about situations which make them angry or disregard others’
feelings, about people they love and hate and so on.
20. Empathetic experiences of a person greatly decide how much empathetic they would be.
Generally, employees who have an aggressive and non-empathetic personal front or the ones who grew up in
a non-empathetic environment will be less empathetic.
If the four quadrants are equally assessed, then you know where your employees are standing on the
empathetic scale and can train them accordingly.