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.
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.
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 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.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
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.
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 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.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
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.
Service ,Supply chain management ,Characteristics of service,Product And Service Marketing Mix
Differences B/W Goods and Services,Classification of service,Service encounter,Service blueprint,service marketing triangle, types of marketing traingle.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
Talk Given At ICSA National Conference in Atlanta 2010: The challenge of providing world-class levels of customer service through a service business located in multiple states, with diverse employees, in a variety of industries and markets.
Learn about, understand the essential knowledge and skills to manage and provide quality customer service, appreciate the importance of customer service and customer satisfaction, realise the benefit of attracting and retaining customers, utilise specific techniques to enhance long term relationships with customers and enhance customer satisfaction and loyalty and build a customer focused organization.
Neil Potentier's (Customer Service Excellence Assessor and Practitioner, Assessment Services Ltd) presentation to the CILIP 2017 Conference in Manchester #CILIPConf17
Identifying and addressing the components that make for excellent customer service. Looking at your people implications to deliver excellent service. The use of the Customer Service Excellence Standard to drive and validate your journey to excellence.
Understanding and Managing the Service Profit Chain | Aegis Global AcademyAegis Global Academy
Management Institute in Coimbatore, India offering management development program. Site provides information on courses, admission, student life, faicilities, and placements.
Customer Experience is a vital aspect of any business. In today's highly competitive market, companies are always looking for ways to stand out and retain their customers. Providing an exceptional Customer Experience is one of the most effective ways to achieve this. From the moment a customer interacts with a business to the point of purchase and beyond, every touchpoint matters. In this article, we'll explore the importance of CX and share with you some strategies that businesses can use to create a memorable and positive customer journey.
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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HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
Explore the world of the Taurus zodiac sign. Learn about their stability, determination, and appreciation for beauty. Discover how Taureans' grounded nature and hardworking mindset define their unique personality.
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Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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2. 2
Contents :Contents :
• Understanding Quality Service and Service
Culture
• Key Skills for Quality Customer Service
• Addressing Customer Different Behavior Style
• Steps to Resolve Service Breakdown
If you find this presentation useful, please consider telling
others about our site (www.studyMarketing.org)(www.studyMarketing.org)
3. 3
Those with a positive attitude and a cheerful outlook
Those who can allow customers to be right (even on
the occasions when they are not)
Those who genuinely enjoy working with and for
other people
Those with the ability to put the customer on
“center stage”
Those who view their job primarily as a human
relations profession
Service Winners…..Service Winners…..
4. 4
Service is….Service is….
• Customers in a restaurant want more than a meal
• Guests in hotels want more than a room
• Client in a transaction want more than a settlement
• Customer want more that just the product or
service that is offered – they also want to be
treated well
5. 5
Service is IntangibleService is Intangible
Service is
intangible
Intangibles deal with
the human side of an
organization
They include human
emotions, behaviors,
understandings, feelings,
and perceptions
6. 6
Service is IntangibleService is Intangible
Examples ofExamples of
customer servicecustomer service
intangible :intangible :
• Satisfaction
• Attentiveness
• Flow
• Helpfulness
• Sensitivity
• Tone
• Attitude
• Knowledge
• Understanding
• Tact
• Guidance
7. 7
Service
The procedural dimensionThe procedural dimension
Consist of the established
systems and procedures to
deliver products and/or
services
The personal dimensionThe personal dimension
How service providers (using
their attitudes, behaviors,
and verbal skills) interact
with customers
Two Dimensions of ServiceTwo Dimensions of Service
8. 8
Two Dimensions of ServiceTwo Dimensions of Service
The FreezerThe Freezer
Low in both personal and
procedural service.
Motto : “We don’t care”
The Friendly ZooThe Friendly Zoo
Bad in procedural service,
good in personal service.
Motto : “We are trying
hard, but don’t really
know what we are doing”
The FactoryThe Factory
Good in procedural service,
bad in personal service.
Motto : “You are number.
We are here to process you”
Quality Customer ServiceQuality Customer Service
Excellent in both the
personal and procedural
dimensions. Motto : ‘We
care and we deliver”
10. 10
AssuranceAssurance
Five Elements of Quality ServiceFive Elements of Quality Service
TangibleTangible
EmpathyEmpathy ResponsivenessResponsiveness
ReliabilityReliability
11. 11
Five Elements of Quality ServiceFive Elements of Quality Service
ReliabilityReliability
• The ability to provide what was
promised, dependably and
accurately
• Action strategy : make sure that
you correctly identify customer
needs, promise only what you can
deliver, and follow through to
ensure that the product or service
was received as promised
12. 12
Five Elements of Quality ServiceFive Elements of Quality Service
AssuranceAssurance
• The knowledge and courtesy of
employees, and their ability to
convey trust and confidence
• Action strategy : take the time to
serve customers one at a time.
Provide service assertively by
using positive communication
techniques and describing
products and services accurately
13. 13
Five Elements of Quality ServiceFive Elements of Quality Service
TangibleTangible
• The physical facilities and
equipment and the appearance of
personnel
• Action strategy : maintain
workspaces in a neat, orderly
manner, dress professionally, and
maintain excellent grooming and
hygiene standards
14. 14
Five Elements of Quality ServiceFive Elements of Quality Service
EmpathyEmpathy
• The degree of caring and
individual attention provided to
customers
• Action strategy : listen for
emotions in your customers’
messages. Put yourself in their
place and respond
compassionately by offering
service to address their needs
and concerns
15. 15
Five Elements of Quality ServiceFive Elements of Quality Service
ResponsivenessResponsiveness
• The willingness to help
customers and provide prompt
services
• Action strategy : project a
positive, can-do attitude. Take
immediate steps to help
customers and satisfy their
needs
16. 16
Service Culture ComponentsService Culture Components
Delivery
System
Training
Motivators
and reward
Employee
roles and
expectations
Policies and
procedures
Management
support
Service
mission
SERVICESERVICE
CULTURECULTURE
Products
and services
17. 17
Service Culture ComponentsService Culture Components
Service
mission
Products
and services
The direction or vision of an
organization that supports day-to-day
interaction with the customer
The material, products, and services
that are state of the art, competitively
priced, and meet the needs of
customers
18. 18
Service Culture ComponentsService Culture Components
Delivery
System
Training
Motivators
and reward
The way an organization deliver its
products and services
Instruction or information provided through a
variety of techniques that teach knowledge
or skills, or attempt to influence employee
attitude toward excellent service delivery
Monetary rewards, material items, of
feedback that prompts employees to
continue to deliver service and perform at
a high level of effectiveness and efficiency
19. 19
Service Culture ComponentsService Culture Components
The specific measures that indicates what
is expected of employees in customer
interactions and that define how employee
service performance will be evaluated
The guidelines that establish how various
situations of transactions will be handled
The availability of management to answer
questions and assist frontline employees in
customer interaction when necessary
Employee
roles and
expectations
Policies and
procedures
Management
support
21. 21
Know YourKnow Your
OrganizationOrganization
Know YourKnow Your
Product/ServiceProduct/Service
Know YourKnow Your
CustomerCustomer
CustomerCustomer
ServiceService
PersonPerson
What You Should Know?What You Should Know?
22. 22
Know YourKnow Your
OrganizationOrganization
Know Your OrganizationKnow Your Organization
• Organization mission
and vision
• Organization culture
• Customer interaction
policy and procedures
• Company support for
product/service
23. 23
Know YourKnow Your
Product/ServiceProduct/Service
Know Your Product/ServiceKnow Your Product/Service
• Product /service
development and quality
improvement process
• Product/service
configuration
• Performance data and
specification
• Maintenance and care
• Price and delivery
25. 25
Developing Excellent Communication withDeveloping Excellent Communication with
CustomersCustomers
Excellent Verbal
Communication Skills
Excellent Non-Verbal
Communication Skills
Excellent Listening
Skills
ProductiveProductive
RelationshipRelationship
withwith
CustomersCustomers
26. 26
• Plan your messages
• Greet customer warmly and
sincerely
• Be specific
• Use “small talk”
• Use simple language
• Paraphrase
Excellent Verbal CommunicationExcellent Verbal Communication
with Customerswith Customers
CommunicatingCommunicating
positively…..positively…..
27. 27
• Ask positively phrased
question (Instead, “Why do you
feel that way” , use: What makes
you feel that way? Instead, Why
do you want that color, use :
What other colors have you
considered?)
• Communicate to your
customer’s style
• Agree with customers
• Solicit customer feedback and
participation
Excellent Verbal CommunicationExcellent Verbal Communication
with Customerswith Customers
CommunicatingCommunicating
positively…..positively…..
28. 28
Words and phrases that build
relationship:
Please
Thank you
I can or will
How may I help?
I understand how you feel
You’re right
May I
Would you mind…..
I apologize for….
Excellent Verbal CommunicationExcellent Verbal Communication
with Customerswith Customers
CommunicatingCommunicating
positively…..positively…..
29. 29
Words and phrases that damage
relationship:
You don’t understand
You don’s see my point
Hold on a second
Our policy says (or prohibits)
That’s not my responsibility
What you need to do is…..
Why don’t you
The word “problem”
The word “but”
The word “no”
Excellent Verbal CommunicationExcellent Verbal Communication
with Customerswith Customers
AvoidingAvoiding
negativenegative
communicationcommunication
30. 30
Six C of giving good informationSix C of giving good information
to customersto customers
ClearClear ConciseConcise
CourteousCourteousCompleteComplete
CorrectCorrect
ConcreteConcrete
Excellent Verbal CommunicationExcellent Verbal Communication
with Customerswith Customers
31. 31
Non Verbal Communication withNon Verbal Communication with
CustomersCustomers
Non VerbalNon Verbal
BehaviorBehavior
Body languageBody language
Volume CuesVolume Cues
AppearanceAppearance
and Groomingand Grooming
MiscellaneousMiscellaneous
CuesCues
32. 32
Non Verbal Communication withNon Verbal Communication with
CustomersCustomers
Body languageBody language Volume CueVolume Cue
• Eye contact
• Posture
• Facial
expression
• Gestures
• Pitch
• Volume
• Rate of speech
• Voice quality
• Articulation
• Pauses
• Silence
33. 33
Non Verbal Communication withNon Verbal Communication with
CustomersCustomers
AppearanceAppearance
and Groomingand Grooming
MiscellaneousMiscellaneous
cuescues
• Hygiene (regular
washing and
combing of hair,
use of mouthwash
and deodorant)
• Clothing and
accessories
• Personal
habits
• Proper
etiquette and
manners
34. 34
Eye contact, posture, facial
expression, gestures
• Brief eye contact
• Eyes wide open
• Smiling
• Nodding affirmatively
• Expressive body gestures
• Open body stance
• Listening actively
• Remaining silent as
customer speaks
• Gesturing with open hand
• Clean, organize work area
• Yawning
• Frowning or sneering
• Attending to matters other
than the customer
• Leaning away from customers
as he/she speaks
• Subdued or Minimal hand
gestures
• Staring blankly or coolly at
customers
• Interrupting
• Pointing finger or object at
customer
• Disorganized, cluttered work
space
PositivePositive NegativeNegative
Positive and Negative Communication BehaviorPositive and Negative Communication Behavior
35. 35
Characteristics of Good ListenerCharacteristics of Good Listener
1.1. EmpathyEmpathy
2.2. UnderstandingUnderstanding
3.3. PatiencePatience
4.4. AttentivenessAttentiveness
5.5. ObjectivityObjectivity
Good
Listener
36. 36
Strategies for Improved ListeningStrategies for Improved Listening
• Stop talking !
• Prepare yourself
• Listen actively
• Show willingness to listen
• Show empathy
• Send positive nonverbal cues
• Don’t argue
• Ask questions
37. 37
To listen more effectively…..To listen more effectively…..
Attend physicallyAttend physically – the right body language helps us
to focus on the customer and encourages the customer
to give us more information
Attend mentallyAttend mentally – follow the customer’s flow of
thought, listen to understand, not evaluate; listen first,
then assess
Check it verballyCheck it verbally – paraphrase, clarify, probe further,
summarize your understanding
38. 38
Dealing Assertively with CustomersDealing Assertively with Customers
• Look customers in the eyes as you speakLook customers in the eyes as you speak
• Grasp firmly without crushingGrasp firmly without crushing
• Think, plan, speak a specific questionThink, plan, speak a specific question
• Stop, gather thoughts, speakStop, gather thoughts, speak
• Apologize if you make a mistakeApologize if you make a mistake
• Increase volume, sound firm and convincingIncrease volume, sound firm and convincing
• Take responsibility, resolve the problemTake responsibility, resolve the problem
41. 41
Addressing Customer NeedsAddressing Customer Needs
To Feel WelcomeTo Feel Welcome
To Feel ComfortableTo Feel Comfortable
To Be UnderstoodTo Be Understood
To Feel AppreciatedTo Feel Appreciated
To Feel ImportantTo Feel Important
To Be RespectedTo Be Respected
Customer NeedsCustomer Needs
42. 42
Addressing Customer NeedsAddressing Customer Needs
To Feel WelcomeTo Feel Welcome
To Feel ComfortableTo Feel Comfortable
To Be UnderstoodTo Be Understood
Use an enthusiastic greeting, smile,
use the customer’s name, thank the
customer, be positive
Listen actively, paraphrase, ask key
question, give positive feedback,
empathize
Use an enthusiastic welcome, relieve
anxiety through friendly
communication, explain your action
calmly, ensure physical comfort
43. 43
To Feel AppreciatedTo Feel Appreciated
To Feel ImportantTo Feel Important
To Be RespectedTo Be Respected
Thank the customer, follow up, go
beyond service expectations, provide
“special” offers, remember special
details about the customer
Use the customer’s name, give
special treatment when possible,
elicit opinions
Listen, don’t interrupt, acknowledge
the customer’s emotions and
concerns, take time to serve, ask
advice, elicit feedback
Addressing Customer NeedsAddressing Customer Needs
44. 44
Four Styles of BehaviorFour Styles of Behavior
DominanceDominance
InfluencingInfluencing
SteadinessSteadiness
ComplianceCompliance
45. 45
Four Styles of BehaviorFour Styles of Behavior
DominanceDominance
• Appears to be quite busy
• May give the impression of not
listening
• Displays a serious attitude
• Voices strong opinions
InfluencingInfluencing
• Appears quite active
• Takes social initiatives in most
cases
• Likes to encourage informality
• Expresses emotional opinions
(feelings)
46. 46
Four Styles of BehaviorFour Styles of Behavior
SteadinessSteadiness
ComplianceCompliance
• Give the appearance of being
quiet and reserved
• Listen attentively to other people
• Tend to avoid the use of power
• Make decisions in a thoughtful and
deliberate manner
• Control emotional expressions
• Displays a preference for
orderliness
• Tends to express measured
opinions
• Sees difficult to get to know
47. 47
Strategies to Deal with Dominance PersonStrategies to Deal with Dominance Person
DominanceDominance
• Keep the relationship a businesslike as
possible
• Develop strong personal relationship is
not a high priority for dominance
person
• Be as efficient, time disciplined, and
well organized as possible
• Provide appropriate facts, figures, and
success probabilities
• Try to identify their primary objectives
and then determine ways to support
with these objectives
48. 48
Strategies to Deal with Influencing PersonStrategies to Deal with Influencing Person
InfluencingInfluencing
• Be enthusiastic
• Avoid an approach that is too stiff and
formal
• Take time to establish goodwill and
build relationship
• Do not place too much emphasis on
the facts and details
• Plan actions that will provide support
for their opinions, ideas and dreams
• Maintain good eye contact
• Be a good listener
49. 49
Strategies to Deal with Steadiness PersonStrategies to Deal with Steadiness Person
SteadinessSteadiness
• Take time to build a social relationship
with the steadiness person
• Spend time learning about the things
that are important in this individual’s life
• Provide personal assurance and support
for their views
• If you disagree with a steadiness person,
cur the desire to disagree assertively;
steadiness person dislike interpersonal
conflict
• Give them the time to comprehend your
explanation/responses. Patience is
important
50. 50
Strategies to Deal with Steadiness PersonStrategies to Deal with Steadiness Person
ComplianceCompliance
• Provide a thoughtful, well organized
approach
• Take a no-nonsense, businesslike
approach
• Use specific questions that show
clear direction
• Provide detailed and comprehensive
information
• Never pressure the compliance
person to make quick decisions
53. 53
Service Recovery StrategyService Recovery Strategy
ExpressExpress
respectrespect
Listen toListen to
understandunderstand
Uncover theUncover the
expectationsexpectations
OutlineOutline
thethe
solutionssolutions
Take actionTake action
and followand follow
throughthrough
DoubleDouble
check forcheck for
satisfactionsatisfaction
54. 54
Service Recovery StrategyService Recovery Strategy
ExpressExpress
respectrespect
Listen toListen to
understandunderstand
Uncover theUncover the
expectationsexpectations
"What you
are telling me
I important”
Listen carefully;
empathize with
the customer; and
do not make
excuses or
interruption
“Please tell me
what happened”
“Will you please
tell me what you
feel need to be
done?”
55. 55
Service Recovery StrategyService Recovery Strategy
“I will take
this action” or
“You have
several
choices”
“You refund has
been requested. I
will personally
check with
accounting to
ensure your check
goes out Friday”
“I am following
up to make
sure your
check arrived”
OutlineOutline
thethe
solutionssolutions
Take actionTake action
and followand follow
throughthrough
DoubleDouble
check forcheck for
satisfactionsatisfaction
56. 56
Roadblock to Service RecoveryRoadblock to Service Recovery
• Not listeningNot listening
• Lack of respectLack of respect
• Inadequate materials or supportingInadequate materials or supporting
equipmentequipment
• Poor or inadequate communicationPoor or inadequate communication
• Lack of trainingLack of training
• Work conflictWork conflict
57. 57
Dealing with Difficult PeopleDealing with Difficult People
• Don’t take it personallyDon’t take it personally
• Remain calm, listen carefullyRemain calm, listen carefully
• Focus on the problem, not the personFocus on the problem, not the person
• Reward yourself for turning a difficultReward yourself for turning a difficult
customer into a happy onecustomer into a happy one
• When all else fail, ask for helpWhen all else fail, ask for help
58. 58
Recommended Further Readings:Recommended Further Readings:
1. Robert W. Lucas, Customer Service : Skills and Concepts for
Success, McGraw Hill
2. William B. Martin, Quality Customer Service, Crisp Publication