Module 13 customer service power point
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Module 13 customer service power point
- 1. Customer Service – What Is It & What Does It Look Like? Module 13 Lesson A 1
- 2. Customer Service Introduction Customer Service is not a department or area in a micro-enterprise It's an attitude! In your opinion, what does this statement mean in the business of braille transcribing? Write two statements that explain this statement… 2
- 3. Customer Service Today “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends” Jeff Bezos, Founder & CEO, Amazon.com 3
- 4. Defining Customer Service Sample operational definitions • A micro-enterprise’s ability to effective meet the customers' wants and needs • The ability to provide services or products as agreed • Words used to describe actions of taking care of customers in a positive manner • Working with others as you would want someone to work with you • Any contact between a customer and your operation causing the customer to form a negative or positive view • Dedication to providing value and worth inclusive of your attitude, knowledge, technical support and quality of service in the time expected • A set of characteristics or behaviors showing care and a can do attitude How would you define Customer Service? Which of these statements do you agree with? Are there any that you disagree with? 4
- 5. Good Customer Skills • Product Knowledge • Communication & Listening Skills • Problem-Solving & Decision Making Skills • Professionalism • Goal Oriented & Timely • Confident • Workplace Diversity 5
- 6. In the Moment • Handle Complaints Gracefully – Respect diversity & differences – Listen – Validate – Paraphrase – Work toward positive solution • Stay Calm • Stress Your Commitment – Service & Product Quality • Stay Positive & Focused • Use the 3-E Approach – Exert Extra Effort 6
- 7. Personalize Customer Service • Write your customer service “Tagline” • Definition of a Tagline – A key phrase identifying your business by capturing the essence of three elements: • Your mission – A statement that is clear, not clever. – What is the purpose of your micro-enterprise? • Your promise – What are the benefits a customer receives from your services – What’s in it for them & what they get from you • Your brand – Your tagline must reflect your business image – Differentiate yourself from the competition – Show your business personality 7
- 8. Sample Taglines from Companies • Nike – Just do it • Timex – Takes a licking & keeps on ticking • GE – Brings good things to life • Apple Computer – Think different • McDonalds – I’m Lovin’ It • BurgerKing – Have It Your Way • Dairy Farmers – Got Milk? • Staples – That Was Easy 8
Editor's Notes
- Have some discussion about this aspect of today’s marketplace and the delivery of good customer service skills
- Review each of the operational definitions and have a brief discussion using the questions on the left of the slide
- Have students divide into 7 groups Assign each group one skill area from the slide Have each group think about being a micro-enterprise, expert braille transcriber and as such identify one scenario the depicts poor customer service and one scenario that demonstrates good customer service Put on chart paper and present
- Sample Tag Lines are on the next slide
- Show these tag lines to help students understand what is meant