This document discusses the importance of good customer service and outlines key skills for customer service providers. It emphasizes respecting customers, communicating effectively, controlling emotions, and solving problems to ensure customer satisfaction. Maintaining knowledge of products and services, professionalism, teamwork, and flexibility are seen as important for serving customers and benefiting employers through repeat business and loyalty. The overall message is that satisfying customers should always be the top priority.
Good customer service can bring more business. Do not consider your customer service department a cost but treat it as your business investment - Soumit Ranjan Jena
Introduction to customer care and service
Main Contents
Customer
service
customer care/service
Types of customers
Types of customer services
Definition of Customer
What does customer mean?
why we need to study customer care & services?
Types of customers
six secrets of customer service
Fundamentals of customer care
Understanding the service product
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Care Champions" and will show you how to excel as a customer service representative.
Customer service careers- leading career option industry. Interesting Interactive customer service Careers with increased demand for customer service experts.
Good customer service can bring more business. Do not consider your customer service department a cost but treat it as your business investment - Soumit Ranjan Jena
Introduction to customer care and service
Main Contents
Customer
service
customer care/service
Types of customers
Types of customer services
Definition of Customer
What does customer mean?
why we need to study customer care & services?
Types of customers
six secrets of customer service
Fundamentals of customer care
Understanding the service product
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Care Champions" and will show you how to excel as a customer service representative.
Customer service careers- leading career option industry. Interesting Interactive customer service Careers with increased demand for customer service experts.
Customer service is the extremely important in building company image and business development. This presentation will give you brief guidelines about customer service skills.
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.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIAKalkidan Girma
This presentation provides a description of customer relations and expectations across diverse cultures. It is prepared for anyone whose work involves customer relations in diverse working environments.
Presentation by Taunese Saili about Customer Service which is every interaction with a customer. Customer service is looking after the customer's needs by providing and supplying professional, helpful, high quality service and support to ensure customer’s requirements are met from the start and throughout to the end.
Customer service is the extremely important in building company image and business development. This presentation will give you brief guidelines about customer service skills.
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.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
CUSTOMER SERVICE ACROSS CULTURES - WORKING IN ETHIOPIAKalkidan Girma
This presentation provides a description of customer relations and expectations across diverse cultures. It is prepared for anyone whose work involves customer relations in diverse working environments.
Presentation by Taunese Saili about Customer Service which is every interaction with a customer. Customer service is looking after the customer's needs by providing and supplying professional, helpful, high quality service and support to ensure customer’s requirements are met from the start and throughout to the end.
Description of the strategy (business model) of Low Cost Carrier Ryanair. Focussing on the value proposition, value architecture, revenue model and corporate culture and values.
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
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.
WebQuTest your customer service skills.httpwww.donnae.docxmelbruce90096
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Test your customer service skills.
http://www
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which ultimately evolved into today's portable music devices. If Edison had not developed the phonograph, imagine how life would be without easy access to music.
Employees need to enhance their workplace creativity. Doing so opens doors for new products and increased efficiencies. While creativity is important in the workplace, it is not useful if the new ideas are not acted upon. Innovation is the introduction of a new product. Think of innovation as putting your creative ideas into action. An important element of contributing to the success of any workplace is to continually identify new uses and applications for items and/or situations and then act upon those new ideas. Work on improving your creative and innovative skills in an effort to improve and/or contribute to your company's success.
101
102 Module 2 Workplace Basics
Excellent Customer Service Defined
An important business concept relating to workplace quality is customer service. Customer service is the treatment an employee provides the customer.
Customers expect excellent customer service. They want to be treated with respect and kindness. They not only want but expect employees to be competent, dependable, and responsive. They expect the business environment to be clean, safe, and organized.
A competent employee is an employee who knows the product(s) his or her company offers. Competent employees are able to answer questions when a customer asks. Customers expect employees to be able to help them decide on a purchase by giving them correct information about the product. If you cannot answer a question, direct the customer to another employee who can assist the customer.
Dependable means that you are reliable and taking responsibility to assist a customer. Do not pretend to know something when you do not know the answer to a customer's question. Customers expect you to help them solve their problems. Admit when you do not know the answer. You will gain respect in admitting that you do not know all the answers but are willing to find someone who can assist the customer. If there is a situation in which you seek assistance from another employee when helping a customer, do not just hand the customer over to the other employee without explaining the situation. Whenever possible, stay with the customer and learn from your coworker so that, in the future, you will know the answer the next time someone asks.
A responsive employee provides a customer personal attention. Being responsive means that you are aware of the customer's need, often before the customer even realizes that need. Some customers like to be left alone to shop for a product but want you near if questions arise. Other customers would like you to guide them step by step when purchasing a product. When a customer approaches your area, make every effort to acknowledge the customer as soon as possible. .
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
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2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
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The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
2. Customer Service
Customer Service refers to learning the knowledge,
skills and competencies required to satisfy a customer.
Customer satisfaction translates into customer loyalty
and repeat business.
Repeat business maintains a healthy business which, in
turn, ensures long term employment.
It is, therefore, in everyone’s best interest to ensure
that the customer is satisfied.
3. Part 1:
Customer Service and the Service Provider - YOU
As a customer service provider, there are several key
skills and competencies that lead to good customer
service practices.
4. Respect is the most important component of
Customer Service.
Regardless of how difficult or minor the request or concern may
seem to you, it is very important to the customer.
The customer must feel that their requests and
concerns are taken seriously.
Customer Service and the Service Provider - YOU
Respect
5. Customer Service and the Service Provider - YOU
Patience
Always give the customer your full attention and allow them to fully
explain their requests or concerns.
The customer’s requests or concerns should never be rushed or
brushed aside.
Do not rush argue or act bored with a customer as this may escalate
a confrontational situation.
Always stay calm.
6. Customer Service and the Service Provider - YOU
Tact
Always be tactful in dealing with a customer’s requests or concerns.
Do not interrupt, criticize, belittle or argue with a customer.
Be sensitive to the customer’s point of view
Be respectful of the customer’s cultural differences.
7. Customer Service and the Service Provider - YOU
Clear and Effective Communications Skills
Good communication skills are very important to good customer
service.
Be attentive, not bored or distracted, and listen carefully to what
the customer is saying.
Good customer service begins with the ability to listen carefully.
8. Customer Service and the Service Provider - YOU
Clear and Effective Communications Skills
Speak clearly and paraphrase or simplify, when necessary, to
communicate difficult terms or concepts.
Remember, the customer may not have your level of expertise
related to your product or service.
9. Customer Service and the Service Provider - YOU
Personal Emotional Control
Dealing with a customer may sometimes be very frustrating and
occasionally may become confrontational.
Control your emotions in situations where a customer is upset.
Remember, they are not angry with you, but with your product or
service.
10. Customer Service and the Service Provider - YOU
Personal Emotional Control
Don’t take it personally – stay calm and try to calm the
customer down by ensuring the customer that their
concerns are being heard and taken seriously.
11. Customer Service and the Service Provider - YOU
Giving the customer a great experience !
Be creative in solving or satisfying a customer’s requests.
Customers don’t always know exactly what they need and will
appreciate your suggestions.
Smile and use humor where appropriate.
The customer should always have a pleasant and positive
experience when dealing with your business.
12. Customer Service and the Service Provider - YOU
Giving the customer a great experience !
Develop simple acting skills.
Always appear to be interested in what the customer has to
say, and appear to understand their concerns.
13. Part 2:
Customer Service and Your Employer – The Boss
You are the front line representative of your employer’s
products and services to the consumer.
Certain customer service skills and competencies are
important to your employer.
14. Customer Service and Your Employer – The Boss
Knowledge of the Product or Service
It is very important that you have a thorough knowledge of the
products and services you are presenting to customers.
Customers will have many questions regarding the product or
service you provide, and they are depending on you for complete
and accurate responses to their questions.
15. Customer Service and Your Employer – The Boss
Knowledge of the Product or Service
Memorization skills are important .
Be able to answer the most common questions without having to
refer to manuals or another sales representative.
16. Customer Service and Your Employer
Professionalism
Employers expect their representatives to reflect professionalism
to the customers:
• Dress appropriately and maintain a neat appearance.
• Speak properly and use appropriate language,
regardless of the language being used by the customer.
17. Customer Service and Your Employer
Professionalism
Employers expect their representatives to reflect professionalism
to the customers:
• Take responsibility – if you make a commitment, make sure
you fulfill the commitment (e.g.- call back, order date, delivery
date, etc.)
• Be well organized and efficient. Customers will have
confidence in you knowing that you are good at what you do.
18. Customer Service and Your Employer
Teamwork Skills
You must be a team player when it comes to customer service.
Help others representatives in answering questions, finding
products or defusing confrontational situations, to work
towards satisfying the customer and building customer loyalty.
19. Customer Service and Your Employer
Organizational Skills
Be well organized and ready to serve the customer.
Don’t make the customer wait while you organize your work
station.
Know how and where to look to find products and / or
information.
Manage time wisely to ensure that customers are promptly
served.
20. Customer Service and Your Employer
• Persuasion skills: be persuasive but not ‘pushy’.
• Analytical skills: Analyse what is best suited to meet the
customer’s needs.
• Goal Oriented: Establish sales goals and work towards
meeting the goals you have set for yourself.
Skills for Closing the Sale
21. Part 3:
Customer Service and the Customer
Remember the golden rule of business:
The customer is always right !
Satisfied customers are the reason businesses grow and survive,
and are, therefore, the reason you have a job.
22. Customer Service and the Customer
Empathy
Try to understand the customer’s point of view, or how the
customer feels.
Remember that the customer is not angry with you, so don’t
take it personally.
Stay calm and reasonable.
23. Customer Service and the Customer
Assessment and Problem Solving
Try to assess the situation by carefully listening to the customer
and understanding their needs or concerns.
Don’t argue, but try to offer alternatives or solutions.
If you can’t solve the problem, find someone that can.
24. Customer Service and the Customer
Flexibility
Try to anticipate and identify the customer’s needs.
Customers may not be able to fully communicate their needs
and will appreciate your help.
Be prepared to move to another product or solution if the
customer is not interested in your initial suggestion.
25. Customer Service and the Customer
Ability to Handle Surprises
Always stay calm and maintain your professionalism despite what
a customer may request or may be angry about.
Defuse the situation and offer solutions.
Do not argue as this will only escalate a confrontational situation.
26. Keys to Good Customer Service
Problem Solving: Listen carefully, assess the problem or need, and
offer solutions.
Adaptation: Adapt to situations by always remaining calm and
maintaining your professionalism despite the situation.
Negotiation and Persuasion: Know your product or service well and
work towards satisfying the customer and closing the deal.
Conflict resolution: Never argue with a customer, but find a solution
to their concerns in a calm manner.