Here are the key steps to responding to a customer request:
1. Listen actively to understand the full nature of the request. Ask clarifying questions as needed.
2. Identify and discuss potential options to fulfill the request, providing recommendations if appropriate.
3. Come to an agreement with the customer on the best course of action.
4. Commit to fulfilling the agreed upon request, including details around delivery, costs, timeline etc.
5. Follow up as needed to ensure customer satisfaction. Your credibility relies on keeping commitments made.
What is Customer Services
Communicate effectively with customer/staff
Developing and maintaining customer service standards through communication
Planning good customer service
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.
What is Customer Services
Communicate effectively with customer/staff
Developing and maintaining customer service standards through communication
Planning good customer service
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.
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.
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. :)
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.
The presentation unveils short notes about great customer service. For every business to grow, customer care services ought to be maximized so as to grow in terms of sales thus leading to high profitability levels, customer satisfaction and finally a brilliant reputation about the company will be developed.
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
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.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
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.
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. :)
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.
The presentation unveils short notes about great customer service. For every business to grow, customer care services ought to be maximized so as to grow in terms of sales thus leading to high profitability levels, customer satisfaction and finally a brilliant reputation about the company will be developed.
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
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.
The purpose of this presentation is to obtain a better understanding of the extent to which service quality is delivered within the service sector service by drawing on front-line employees (FLE) and customer perceptions of service quality. The PPT shown how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major service sector department.
Customer Service Quality at Weill Cornell Medical College IT Call CenterJohn Scrugham
End-of-summer presentation for the Customer Service Quality Project. It's mission was to determine what the Weill Cornell technology users thought of the IT Call Center's service and what areas to improve customer satisfaction
HotelOga & Schubert Hospitality Workshop. How to improve profit, revenue per ...Marek Zmysłowski
Presentation for hotel owners and managers about:
1. Best Practices to Improve Profit
2. Increasing Average Revenue per Customer
3. Employee Customer Care
Presented by HotelOga.com and SchubertHospitality.com
Millennials are Challenging IT Support Organization: Research Summarylshulof
New research by GigaOM Pro and underwritten by Bomgar uncovers the challenges IT organizations are facing in supporting Millennial workers and customers. For the full research reports, visit: www.bomgar.com/millennials
CompTIA exam study guide presentations by instructor Brian Ferrill, PACE-IT (Progressive, Accelerated Certifications for Employment in Information Technology)
"Funded by the Department of Labor, Employment and Training Administration, Grant #TC-23745-12-60-A-53"
Learn more about the PACE-IT Online program: www.edcc.edu/pace-it
Average call duration (ACD) is an easy benchmark to understand and an insightful metric to track. Whether it's tracked for a small group of Level 2 engineers or for a contact center of several hundred agents, this metric can provide insight into the efficiency of a support/service team.
ACD tracks the length of time a customer is on the phone. It's usually measured in minutes and is exclusive of any pre-call preparation or post-call documentation, typically referred to as "wrap." By measuring the duration of the call, organizations hope to find ways in which to improve the efficiency of the service they provide, thereby controlling costs and increasing customer satisfaction.
Leaders in customer service know that every customer contact is a potential sales opportunity, a marketing opportunity, and an opportunity to strengthen a customer’s loyalty to their company. It is for these reasons that call quality is emphasized and monitored at these companies.
Call quality attempts to quantify customer satisfaction with the support received by phone. Unless one listens to both sides of a conversation, however, it’s impossible to know whether customers are receiving the type of quality service that includes accurate information, adherence to professional communication standards, and the feeling of being valued by the company.
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.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
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.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
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
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
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.
www.seribangash.com
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
[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
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
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Personal Brand Statement:
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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/
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
2. Learning Outcomes
Acknowledge the customer using standard phrases
within policy procedures
Identify the nature of the customer inquiry
Use an attentive manner in dealing with customer
Terminate calls using standard phrases ,within policy
procedures and phrases
Confirm customer identity and details with customer
records, if appropriate
3. Learning Outcomes
Establish rapport using active listening and empathy
techniques
Identify customer requirements using active listening
and empathy.
Obtain agreement on course of action
Refer the customer to other agent as appropriate
Notify the customer and agent and agent of relevant
details
5. A Customer is:
Someone who depends on the timeliness, quality and
accuracy of someone else’s work.
Person that pays for goods and services that you
provide.
Customer Types
Internal
External
8. What is Quality Customer Service
Definition:
The aim of quality customer service is to provide a
consistently high level of service to customers that
meet or exceeds international standards.
Identifying ,understanding, anticipating and
fulfilling the needs of your customers (tailoring of
services, but standardized)
Managing your service environment.
9. In terms of customer service management
skills we tend to be……..
Argumentative & Defensive
Judgmental
Fail to Apologize
Will not give her name
Have to let you know when you are wrong
Enticed by social status-(so service is inconsistent)
Have to let the world know when we are vex
10. Customer Expectations
They will have differing needs, wants, choices but have
common expectations:
To be respected
Appreciated
Understood
Satisfied
11. Identifying customers inquiry
Listen actively and carefully
Ask Questions where clarification is necessary
Analyze what the customer has said
12. Reasons for inquiries
Billing Discrepancies
Non –Delivery
Late Delivery
Quality Issues
Other
Nb: Some organizations use inquiry forms to track the
reasons for customers’ inquiries. All customer
inquiries must be dealt with promptly.
13. We See Over The Phone
Telephone Tips :
Every caller is to be treated as a welcome guest
Monitor your voice ; irritation, preoccupation, hurrying , being
judgmental
Over the phone your voice is all you have going for you. Always sit
up your voice picks up. Smile so that your tone is softened.
Always be patient
Never rush the customer
Give your undivided attention
Never interrupt the customer
14. We See Over The Phone
Telephone Tips :
Every caller is to be treated as a welcome guest
Monitor your voice ; irritation, preoccupation, hurrying , being
judgmental
Over the phone your voice is all you have going for you. Always sit
up your voice picks up. Smile so that your tone is softened.
Always be patient
Never rush the customer
Give your undivided attention
Never interrupt the customer
15. Steps In Responding Incoming calls
Answer promptly
Greet the caller pleasantly
Identify the organization /department
Take messages accurately
Speak in a natural tone
Say “thank you” and “you’re welcome”
Listen attentively
Use customers name
Speak directly in the transmitter
16. Steps In Responding Incoming calls
Answer promptly
Greet the caller pleasantly
Identify the organization /department
Take messages accurately
Speak in a natural tone
Say “thank you” and “you’re welcome”
Listen attentively
Use customers name
Speak directly in the transmitter
17. Steps In Responding To Incoming Calls
Apologize for mistakes
End the call Properly
Place the caller on hold:
Only if you must
Ask permission
Wait for an answer (if they didn’t respond…..”will that
be ok?”
Never say “Hang on” or “Hold on”
Check back every 25-30 seconds
18. Steps In Responding To Incoming Calls
Apologize for mistakes
End the call Properly
Place the caller on hold:
Only if you must
Ask permission
Wait for an answer (if they didn’t respond…..”will that
be ok?”
Never say “Hang on” or “Hold on”
Check back every 25-30 seconds
19. Terminate Calls
When terminating or closing a call you should do the
following:
Start making statements in the past tense
Repeat/summarize information you have already
conveyed
Thank the customer for his/her, name and end the call
Use standard farewell of the organization you
represent
20. Terminate Calls
Always allow the customer to hang up first
Examples of standard closures/termination:
“Thank you for taking the time to call. Goodbye.
Mr. Brown, Thank you for calling. Goodbye.
21. Make an outbound contact
This is a contact call made by an agent or a customer
service representative from a call centre to
promote/sell goods and services.(telemarketing)
These calls are usually made to existing customers but
sometimes calls are made to new customers.
Outbound calls are made for a variety of reasons
including:
22. Make an outbound call
To market new products and services
To confirm that customers have received their orders
To follow up on services provided
To follow up on overdue accounts
To carry out market research
Nb. Assess the customers availability
23. Establish a relationship with the
customer
Confirm the customers identity and details
Establish rapport
Demonstrate active listening skills
Demonstrate empathy
Letting your responses acknowledge and validate the
customers point of view
24. Discussion
Why is it important for you to know the
organizations policy regarding greeting?
•What role does listening play in
determining the nature of an inquiry?
Discuss 4 qualities/Traits an agent should
display when dealing with a customer?
25. Determine Customers Requirement
Identify customers requirement by listening actively
Seek clarifications where necessary
Tip: If you are unable to identify the requirements of the
customer correctly, you will take the wrong action.
This may result in time wasting and frustration.
27. Determine Customers
Requirements
During an interaction with your client provide options
to satisfy customers needs
Communicate clearly and be articulate when
communicating your course of action to your client
When explaining a course of action you should do so
breaking down the information into action into
actionable steps
28. Determine Customers
Requirements
Separating each step and pause between each
Asking the customer if he/she understands
Repeating/ Paraphrasing
Asking the customer what you have said
30. Respond to Customer Request
Promptly respond to, and discuss requests
Identify and recommend options
Commit to meet customer requests. committing
simply means keeping the promises you have made to
the customer regarding: When you will supply the
product/service
How will you supply
31. Respond to Customer Requests
Any cost associated with the delivery
Any special needs of the customer
Nb. Your credibility is important.
32. Activity
Select a team mate and role play responding to
customer request. Incorporate what you have learnt.
Editor's Notes
Customer service is a central issue in every business. It is an absolute necessity if your business is to remain competitive.
Safety on premises, comfort and appearance on premises ,parking, knowledgeable & courteous guidance from service provider. Quality customer service is meeting and exceeding customer expectations every time. Discuss the term consistency