The document discusses customer service excellence and provides tips for providing exceptional customer service. It addresses understanding customer satisfaction, meeting and exceeding customer expectations through active listening and problem resolution. It also discusses using communication tools effectively, dealing with difficult customers, managing customer service stress, and setting standards to improve service quality.

1. Customer Service Excellence November 28, 2007 Prepared for :

2. Agenda Introductions Ground rules Customer Satisfaction: Just what is this thing called “ satisfaction”? Where Service Excellence Starts: What Makes Customer Service ‘Exceptional’? Tools of the trade: Voicemail, Email, Memos, and more Understanding different customer’s behavioral styles to choose the right means of communication The good, the bad, and the ugly: Dealing with Difficult customers Customer Service Stress: The mini-spa

3. What Makes Service ‘exceptional’? Can you remember a time when you received amazing service? Can you remember a time when you received poor service? What was the difference?

4. Satisfaction is… Customer Expectations Perception of Product Performance

5. Great Expectations…. A few ways to meet and exceed customer expectations: Smile and demonstrate good manners. Make customers feel comfortable, valued, and appreciated. Treat customers with respect, and empathy. Listen actively to be responsive to customers needs. Effectively resolve customer’s problems Take initiative to go the extra mile Keep your commitments if you make any Say ‘thank you’ and ‘please’ graciously Seek to follow up and/or gain feedback.

6. Tools of the Trade Which tools do you use to communicate with your customers? Are you using them as effectively as possible?

7. What can we improve? Action planning for this module will require your commitment to setting quality service standards and sticking to them. In your groups, determine the top 5 standards you will take back to your work environment and put in practise immediately.

8. The Mini Spa: Stress Management Stressful situations can cause for negative effects on the body. What do you do when stress hits you? How does it affect you? What can we do to avoid burnout?

9. Thank you  For sharing your ideas and personalities which made today’s session as beneficial as it was for all participants. Remember… -you get out of this session as much as you put into it. - Once youre back in your own workspace, practise conscious competence until you’re functioning at an optimal level with your team.