This document discusses the importance of superior customer service and maintaining a customer service mindset. It emphasizes that customer needs are constantly changing and companies must work to keep up with rising expectations. Activities are presented to reflect on how customer expectations have changed and what gaps still need to be addressed. Key aspects of cultivating a customer service mindset are outlined, including clarity, signaling, consistency, and developing a service orientation. The importance of resolving conflicts, empathizing with customers, apologizing when needed and taking action to resolve issues are also discussed. The presentation concludes by emphasizing humility, gratitude and continually striving for excellence in customer service.
Learn the keys to creating outstanding customer experiences that can lead to sale in this dynamic presentation originally delivered by Deb Brown to farmer's market stand owners.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
The document provides an overview of customer service best practices from the perspective of Customer Service Underground Vaults & Storage, Inc. It discusses the importance of excellent customer service, common barriers to excellent service, key aspects of the customer service cycle, and strategies for frontline employees to go above and beyond for customers including creating a passionate team culture focused on customer experience.
The document defines excellent customer service as satisfying customer needs consistently. It discusses the importance of internal customer service for students and staff and external customer service for the community. It outlines six basic needs of customers: friendliness, understanding, fairness, control, options, and information. When managing conflicts, the best approaches are collaboration, compromise, or accommodation rather than avoidance or being competitive. When dealing with angry customers, the key is to listen, ask questions, provide a solution, and follow up.
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
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
Providing good customer service is core for any business. This is a guide for how and why we provide the best customer service for our customers and clients.
O documento discute as principais razões pela qual os clientes se tornam insatisfeitos com uma empresa, que é principalmente devido à atitude ruim do atendimento (68%). Ele fornece dicas sobre como ter um bom atendimento ao cliente, como escutar atentamente, ser gentil, competente e resolver problemas sem culpar outras pessoas. Também enfatiza a importância de tratar cada cliente como um indivíduo e atender suas necessidades.
Learn the keys to creating outstanding customer experiences that can lead to sale in this dynamic presentation originally delivered by Deb Brown to farmer's market stand owners.
This document outlines 7 pillars of customer service: 1) Develop a customer service mission statement, 2) Ensure customer service has the proper attitude and action, 3) Provide base training for employees, 4) Coach employees, 5) Send creative thank you's, 6) Perform functional walkthroughs, and 7) Engage with customers. It emphasizes the importance of going above and beyond for customers to build loyalty and advocates training employees to learn more about each customer. Real-world examples are provided to illustrate how following these pillars can significantly increase sales and improve customer relationships.
The document provides an overview of customer service best practices from the perspective of Customer Service Underground Vaults & Storage, Inc. It discusses the importance of excellent customer service, common barriers to excellent service, key aspects of the customer service cycle, and strategies for frontline employees to go above and beyond for customers including creating a passionate team culture focused on customer experience.
The document defines excellent customer service as satisfying customer needs consistently. It discusses the importance of internal customer service for students and staff and external customer service for the community. It outlines six basic needs of customers: friendliness, understanding, fairness, control, options, and information. When managing conflicts, the best approaches are collaboration, compromise, or accommodation rather than avoidance or being competitive. When dealing with angry customers, the key is to listen, ask questions, provide a solution, and follow up.
The document provides an overview of a training session on delivering superior customer service. It discusses establishing consistently high levels of customer service as a key goal and competitive differentiator. It outlines five levels of customer service excellence and how customers perceive those levels. The training encourages participants to evaluate their own organization's level of customer service and identify areas for improvement.
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
Providing good customer service is core for any business. This is a guide for how and why we provide the best customer service for our customers and clients.
O documento discute as principais razões pela qual os clientes se tornam insatisfeitos com uma empresa, que é principalmente devido à atitude ruim do atendimento (68%). Ele fornece dicas sobre como ter um bom atendimento ao cliente, como escutar atentamente, ser gentil, competente e resolver problemas sem culpar outras pessoas. Também enfatiza a importância de tratar cada cliente como um indivíduo e atender suas necessidades.
Training for customer service & team buildingSanjay Panchal
This document provides guidance on training employees for customer service. It discusses the importance of customer service training and team building. It outlines key aspects of service quality like reliability, assurance, tangibles, empathy and responsiveness. It provides ideas for customer service training like case studies, activities, and the FISH! philosophy. It discusses training for listening, communication, problem solving and empathy. Overall, the document emphasizes the importance of customer service training and providing guidance on how to properly train employees.
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.
The document discusses key aspects of managing excellent customer service. It covers understanding service culture, the five elements of quality service, key skills for customer service representatives, and developing excellent communication skills. The five elements of quality service are reliability, assurance, tangibles, empathy, and responsiveness. Good communication skills include both verbal and non-verbal communication as well as active listening.
The document discusses the importance of customer service and providing superior customer experiences. It notes that customers are the reason companies exist and are the source of revenue. Superior customer service is defined as exceeding customer expectations and making them want to return. The document outlines what customers expect, such as being listened to and having their needs addressed. It provides tips for customer service representatives to have a positive attitude, greet customers with a smile, address their needs, apologize when things go wrong, and maintain composure when dealing with difficult customers.
This document discusses the importance of empathy and putting oneself in the customer's shoes when providing customer service. It emphasizes listening over hearing, engaging over questioning, and observing over judging. Additionally, it stresses the importance of building relationships by offering solutions, listening attentively, being natural and responsive. The goal of customer service should be to resolve any customer issues and turn interactions into a win for both parties.
This document provides an overview of key concepts for effective customer service. It discusses closing common service gaps through standards, delivery, communication and knowledge. Good customer service involves communicating effectively with customers through skills like active listening, questioning, and using positive body language. Maintaining high service standards, dealing with special customer needs, and planning for good customer experiences are also covered. The document provides guidance for presenting a positive organizational image and dealing with difficult customer situations.
This is a general steps to the sales for first time dealership sales consultant.
All pictures and info were collected using diverse resource from the web.
What is the secret to achieving customer delight? What are the factors that contribute to customer delight? How are successful companies managing to delight their customers? Learn what it takes to master the art of customer delight through these 8 steps.
The document outlines objectives and content for a training session on building the customer experience. The session covers:
1) Defining who customers are, both internal and external. Over 68% of customers leave due to poor service experience.
2) The importance of prioritizing customers and understanding their needs. The customer is the most important person and decides the success of a business.
3) Developing a customer service culture through clearly defining roles, training employees, and measuring satisfaction. Good customer service meets customer needs through the customer journey.
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.
The document discusses best practices for customer service excellence, including defining excellent and poor service standards, understanding customer needs through surveys, implementing service level agreements, and getting feedback to continuously improve processes from both external customers and internal customers' perspectives. It emphasizes the importance of identifying mutual expectations, taking action, and getting feedback when serving both internal and external customers.
Delight occurs when service exceeds expectations consistently. Also, delighting your customers can become your competitive advantage. One of the challenges in every business is to make a competitive advantage which can not be copied by your competitors. They will be able to copy your products, services and may be pricing too but the only thing which they can’t copy is the experience you give to your customers while conducting business with them. Therefore, it is very essential that businesses start paying more attention to satisfy customers with the good experience. It does make sense to focus on delighting and keeping your customers intact.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
The document discusses developing excellent customer service. It outlines the objectives of understanding customer service's nature and impact on business, and discovering communication skills to deliver excellent customer service. It discusses that customer service involves human perceptions, feelings, and emotions. There are two dimensions of customer service: procedural systems and processes for delivery of products/services, and how service providers interact with customers on a personal level. It provides tips for good customer service, including having a positive attitude, enjoying working with people, and viewing the job as a human relations profession.
This document provides an overview of customer relationship management (CRM). It discusses the growing need for CRM due to factors like rising individualism and technological advances. It emphasizes the importance of taking an integrated approach to CRM across the entire customer experience from marketing to customer service. Finally, it explores how CRM can be implemented in different customer touchpoints like call centers, personalized communications, and by focusing on consistently delightful customer service.
Strategies to increase customer retentionYash Bodane
Customer retention involves activities to reduce customer defections and is important throughout the customer lifecycle. It is crucial because it costs much less to retain existing customers than acquire new ones. Strategies for customer retention include knowing customer behavior, expectations, keeping customers engaged with tools, having a strong CRM system, delivering consistent brand experience, promoting loyalty programs, and prioritizing retention in marketing plans. Effective customer retention also uses both online and offline services to provide recommendations, alerts and bridge the customer experience.
This document is from a training session on customer service presented by the Regional Training Department. The training covers objectives like identifying customer needs and complaints, maintaining customer relationships, and communication skills. It discusses the importance of exceeding customer expectations and maintaining customers. Interactive portions get trainees to think from a customer perspective and discuss good and bad customer service experiences. It provides data on why customers leave, what they want from service, and keys to good customer service like communication and flexibility. The training emphasizes the importance of customer service in keeping customers satisfied and loyal.
Measuring team performance at spotify slideshareDanielle Jabin
How do we actually know if our teams are doing well? Is gut instinct enough? Furthermore, in a rapidly growing organization such as Spotify, how can we ensure some sort of consistency in our baseline level of Agile knowledge across the technology, product, and design organization?
In this presentation, I’ve shared techniques we have developed and use at Spotify to benchmark health and performance for our teams and some tactics we use to bring them closer to—and beyond!—being the best teams they can be.
Don’t just ask what your supporters can do for you gary hancock - customer ...iof_events
The document provides guidance on developing a proactive customer care strategy. It outlines a 5-step process: 1) gain customer insights, 2) determine a customer experience vision, 3) review internal processes, people and technology, 4) develop a strategic plan, and 5) implement and measure impact. Key recommendations include focusing on reducing customer effort, prioritizing frequent transactions, having a single customer view, and demonstrating quick wins to gain support for sustainable change. The overall aim is to protect and increase customer value by making it easy for customers through proactive engagement and care.
Training for customer service & team buildingSanjay Panchal
This document provides guidance on training employees for customer service. It discusses the importance of customer service training and team building. It outlines key aspects of service quality like reliability, assurance, tangibles, empathy and responsiveness. It provides ideas for customer service training like case studies, activities, and the FISH! philosophy. It discusses training for listening, communication, problem solving and empathy. Overall, the document emphasizes the importance of customer service training and providing guidance on how to properly train employees.
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.
The document discusses key aspects of managing excellent customer service. It covers understanding service culture, the five elements of quality service, key skills for customer service representatives, and developing excellent communication skills. The five elements of quality service are reliability, assurance, tangibles, empathy, and responsiveness. Good communication skills include both verbal and non-verbal communication as well as active listening.
The document discusses the importance of customer service and providing superior customer experiences. It notes that customers are the reason companies exist and are the source of revenue. Superior customer service is defined as exceeding customer expectations and making them want to return. The document outlines what customers expect, such as being listened to and having their needs addressed. It provides tips for customer service representatives to have a positive attitude, greet customers with a smile, address their needs, apologize when things go wrong, and maintain composure when dealing with difficult customers.
This document discusses the importance of empathy and putting oneself in the customer's shoes when providing customer service. It emphasizes listening over hearing, engaging over questioning, and observing over judging. Additionally, it stresses the importance of building relationships by offering solutions, listening attentively, being natural and responsive. The goal of customer service should be to resolve any customer issues and turn interactions into a win for both parties.
This document provides an overview of key concepts for effective customer service. It discusses closing common service gaps through standards, delivery, communication and knowledge. Good customer service involves communicating effectively with customers through skills like active listening, questioning, and using positive body language. Maintaining high service standards, dealing with special customer needs, and planning for good customer experiences are also covered. The document provides guidance for presenting a positive organizational image and dealing with difficult customer situations.
This is a general steps to the sales for first time dealership sales consultant.
All pictures and info were collected using diverse resource from the web.
What is the secret to achieving customer delight? What are the factors that contribute to customer delight? How are successful companies managing to delight their customers? Learn what it takes to master the art of customer delight through these 8 steps.
The document outlines objectives and content for a training session on building the customer experience. The session covers:
1) Defining who customers are, both internal and external. Over 68% of customers leave due to poor service experience.
2) The importance of prioritizing customers and understanding their needs. The customer is the most important person and decides the success of a business.
3) Developing a customer service culture through clearly defining roles, training employees, and measuring satisfaction. Good customer service meets customer needs through the customer journey.
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.
The document discusses best practices for customer service excellence, including defining excellent and poor service standards, understanding customer needs through surveys, implementing service level agreements, and getting feedback to continuously improve processes from both external customers and internal customers' perspectives. It emphasizes the importance of identifying mutual expectations, taking action, and getting feedback when serving both internal and external customers.
Delight occurs when service exceeds expectations consistently. Also, delighting your customers can become your competitive advantage. One of the challenges in every business is to make a competitive advantage which can not be copied by your competitors. They will be able to copy your products, services and may be pricing too but the only thing which they can’t copy is the experience you give to your customers while conducting business with them. Therefore, it is very essential that businesses start paying more attention to satisfy customers with the good experience. It does make sense to focus on delighting and keeping your customers intact.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
The document discusses developing excellent customer service. It outlines the objectives of understanding customer service's nature and impact on business, and discovering communication skills to deliver excellent customer service. It discusses that customer service involves human perceptions, feelings, and emotions. There are two dimensions of customer service: procedural systems and processes for delivery of products/services, and how service providers interact with customers on a personal level. It provides tips for good customer service, including having a positive attitude, enjoying working with people, and viewing the job as a human relations profession.
This document provides an overview of customer relationship management (CRM). It discusses the growing need for CRM due to factors like rising individualism and technological advances. It emphasizes the importance of taking an integrated approach to CRM across the entire customer experience from marketing to customer service. Finally, it explores how CRM can be implemented in different customer touchpoints like call centers, personalized communications, and by focusing on consistently delightful customer service.
Strategies to increase customer retentionYash Bodane
Customer retention involves activities to reduce customer defections and is important throughout the customer lifecycle. It is crucial because it costs much less to retain existing customers than acquire new ones. Strategies for customer retention include knowing customer behavior, expectations, keeping customers engaged with tools, having a strong CRM system, delivering consistent brand experience, promoting loyalty programs, and prioritizing retention in marketing plans. Effective customer retention also uses both online and offline services to provide recommendations, alerts and bridge the customer experience.
This document is from a training session on customer service presented by the Regional Training Department. The training covers objectives like identifying customer needs and complaints, maintaining customer relationships, and communication skills. It discusses the importance of exceeding customer expectations and maintaining customers. Interactive portions get trainees to think from a customer perspective and discuss good and bad customer service experiences. It provides data on why customers leave, what they want from service, and keys to good customer service like communication and flexibility. The training emphasizes the importance of customer service in keeping customers satisfied and loyal.
Measuring team performance at spotify slideshareDanielle Jabin
How do we actually know if our teams are doing well? Is gut instinct enough? Furthermore, in a rapidly growing organization such as Spotify, how can we ensure some sort of consistency in our baseline level of Agile knowledge across the technology, product, and design organization?
In this presentation, I’ve shared techniques we have developed and use at Spotify to benchmark health and performance for our teams and some tactics we use to bring them closer to—and beyond!—being the best teams they can be.
Don’t just ask what your supporters can do for you gary hancock - customer ...iof_events
The document provides guidance on developing a proactive customer care strategy. It outlines a 5-step process: 1) gain customer insights, 2) determine a customer experience vision, 3) review internal processes, people and technology, 4) develop a strategic plan, and 5) implement and measure impact. Key recommendations include focusing on reducing customer effort, prioritizing frequent transactions, having a single customer view, and demonstrating quick wins to gain support for sustainable change. The overall aim is to protect and increase customer value by making it easy for customers through proactive engagement and care.
Employee Engagement - More than just saying Thanks! Sat Sindhar
How do you engage employees to make your business more productive? What are the essential questions to ask? How do you give feedback? What could it do for your business if you had engaged employees working for you? Just some of the questions we will attempt to answer
This document provides guidance on sales techniques for AIESEC representatives. It discusses the importance of having an elevator pitch to represent AIESEC to different audiences. It also covers the SPIN selling method, which is based on asking questions to understand the customer's situation, problems, implications, and needs in order to build rapport. The document provides examples of different types of questions to ask at each stage. It also discusses how to handle objections and close the sale by focusing on advantages, costs, and benefits. Representatives are encouraged to practice these sales techniques in teams to convince others to commit to opportunities with AIESEC.
5 Critical Steps for Selling Managed Services - Adam Harris MAXfocus
This document provides an overview of critical steps for selling managed services, including identifying the decision makers, understanding value propositions, qualifying leads, and managing sales teams. It discusses moving from capital expenditures to operating expenditures, the importance of vision and values, and recruiting the right salespeople. The key steps outlined are establishing credibility, qualifying needs and motivations, presenting solutions, presenting pricing, and signing contracts. People engagement and getting the right people on the sales team are also covered.
This document summarizes a customer focus training session. The session objectives were to get participants thinking about customers and how to add value as defined by customers. Activities included group discussions of personal customer service experiences, a video on becoming a customer-focused company, and a DVD defining customer value as something the customer cares about that physically changes and is done right the first time. The discussion emphasized that customers have choices, expectations are increasing, and focusing on customer service is key to retaining business in today's competitive environment.
The document discusses how performance at work and in life can be impacted by limiting beliefs and behaviors. It suggests that unlocking one's highest potential through trust, motivation, and positive action can help exceed expectations at work and in personal choices. Experimental training is mentioned as a way to build trust within the workplace and create high-performing teams. The rest of the document outlines various training and workshop services offered by a company, including sessions on improving morale, embracing change, measuring soft skills, customer service, attitude, behavior and teamwork.
The document discusses how organizations can achieve excellence through process improvements. It recommends that companies streamline processes to free up resources, reduce costs, and improve efficiency. A 5-step approach is provided: 1) plan information gathering, 2) identify problems, 3) set desired outcomes, 4) map processes, and 5) analyze for improvements. Continuous improvements are emphasized through annual process reviews and a focus on sustainability. The presenters encourage participants to assess their processes and teams to drive effective change.
The document provides an overview of a customer service training module from Green Wind Solutions. The training aims to help participants understand different types of customers, identify important customer service qualities, and learn how to create positive customer experiences. It discusses internal and external customers, key service attributes like accuracy and friendliness, and emphasizes the importance of proactive rather than reactive customer service. The summary also highlights how customer service is largely dependent on attitude and the importance of using caring, assertive communication with customers.
Differentiated Customer Experience - McMillanUXPA UK
This document discusses designing and consistently delivering a differentiated customer experience. It emphasizes engaging customers through technology, products and services. It also stresses the importance of consistency and intentionality in delivering a predictable, branded experience that is differentiated and valuable to customers. The goal is to have staff who are so consistently good that they become the brand in the eyes of customers.
How do you adequately and completely qualify a prospect before you are knee deep into the presentation? Ask qualifying questions. This presentations helps you come up with the right questions in order to qualify your prospects and their needs.
This document provides guidance on customer service for Landlord Action Ltd. It discusses who their customers are, taking several calls per day, and the importance of good listening skills, empathy, follow-up, and courtesy when providing customer service. It also outlines building relationships by role playing customer scenarios and feedback. Principles of good customer service include listening, empathy, follow-up, courtesy, and completeness. Customer requirements should be handled by listening and responding promptly, being assertive, applying knowledge to meet needs, and recording and apologizing for any complaints while offering solutions.
The document provides advice for entrepreneurs on starting and growing a business from idea to reality. It discusses that most decisions are made with imperfect information, and that passion is the most important trait for success. It emphasizes the importance of sales and marketing from the beginning. It also notes that having a "Plan B" can undermine success, and that inspiration comes from peer groups rather than friends and family initially. Confidence and thinking outside the box are also important qualities.
Sage NA is providing coaching training to reinforce a coaching model for driving organizational change. The training aims to heighten colleague engagement and foster greater motivation through coaching conversations. The agenda covers the case for change at Sage, what coaching is, the performance pyramid for setting goals, and the coaching model. The model involves creating dialogue through questions, balancing feedback, and planning for action. Managers are encouraged to use coaching to provide clarity on goals, build connections, and attain commitment from colleagues.
What You Can Do More Effectively In Delivering Even Greater ValueAlec Blacklaw
This document discusses tips for effective business productivity and outlines the services of a business consulting firm. The firm helps clients enhance business performance by making it more profitable, valuable and enjoyable. They do this through a unique client experience program and by helping clients focus on what is important versus urgent. Case studies are provided to demonstrate how clients benefited from the firm's services.
This document provides guidance on how to have a positive customer experience at an Apple store. It discusses the importance of connecting with customers by building rapport through approachability, confidence, and authenticity. It also emphasizes discovering customers' needs, wants, and values to properly position solutions. Key aspects of discovery involve asking open-ended questions and ensuring all needs are uncovered. The document also outlines demonstrating solutions, overcoming objections, assessing readiness to purchase, and extending the customer relationship beyond the initial sale.
The Bonobos Ninjas Handbook to Customer ServiceDesk
In this recorded webinar, Desk.com rolls up their sleeves and shoots straight with the Bonobos Ninjas asking about their secret sauce to providing world-class customer service and how they gained a competitive edge for their business.
This document provides an overview and agenda for a training on clear communication. It discusses the scope of communication covered, which is written and oral but not body language. It provides some key facts about communication and lists common reasons for communication failures. The document outlines the process of communicating, including gathering and providing information and listening. It provides tips for effective communication and for self-assessing communication skills. Finally, it proposes some role playing exercises and assignments for participants.
The important elements of Customer Service as well as some Tips and Tricks to remember. Presented as part of the IGNITE Dubbo Skills Building Program 30th March 2017
Similar to Superior customer service training (20)
4. Finding Common Ground
• Within your individual groups, find something common
to all.
• Make a note of all that is common.
• One member from each group to read out the common
factors.
Total time for discussion: 7 minutes
Debrief: 5 minutes
5. Customer needs are constantly changing
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
Year 1 Year 2 Year 3 Year 4
Customer Demand Customer Service New Service Level
6. Group Activity
• How has the customer’s expectation changed in the last one
year?
• What have we as a company or a CS team done to keep up
with these expectations?
• What are the gaps that we see that still need to be filled?
Time: 10 minutes
Debrief: 5 minutes
7. Excellence in Business
Products
Relationships EXCELLENCE Logistics
Customer
Service
Mindset
8. Self assessment, a reality check
• Please take the survey provided separately
• Once complete, share some of the areas that you feel
concerned about with your partner
12. From Customers to Raving Fans!
• Do you rave about anything or anyone? It could be a
sports team, a brand, an airline, and so on.
• Select that which you rave about and elicit
characteristics of that team/brand/person!
• List the top 5 reasons for this, flipchart it!
• Can these be emulated in our business, and can we be a
team that others rave about?
10 minutes for discussions
5 minutes to debrief
13. 7 highly effective customer service habits
• Believe in your company and the service you provide
• Understands what the customer says - explicit and
implicit.
• Go the extra mile
• Every customer is worth the effort
• Work as a Team to continuously improve service
delivery
• Build skills and continuously improve
• Take initiative, accept responsibility and be positive
15. Conflicts in the workplace
• What are the major reasons why conflicts take place?
• What are the typical causes for conflict in your company?
• Internal and External!
• Is it possible that we never have any conflicts at work?
18. Empathize
AGREE
• In Fact “I agree it would be
“I understand your
“You are right, we
disappointment to
frustrating not on
told you we would do
• In Principle the previous
receive this
it but we did not”
information”
experience”
• In Opinion
21. HumiGrat, a final note!
HUMILITY
Service stems from servant thus meant to act from a
space of humility.
GRATITUDE
Customer pays my cheque
Main purpose of my and my company’s very existence
Awed with the attitude of gratitude!!!
22. Thank you
Would love to hear from
you all
Hope you found the slides interesting?
If you would like to have further details, or would like to hire
one of our trainers to deliver this program, please contact us
on:
engage@ecubetraining.com
Editor's Notes
Starting with a quote that epitomizes customer services so wonderfully, where we state that the very existence of organizations is to service customers, and making a profit thereof. So a sound appreciation of their roles and their importance in the organization. Acknowledging the fact that the role is highly demanding, and it certainly does not finish at the end of business hours of Dulsco. Most importantly, while technical skills in a mandate in this role, what will really bring success is their attitude towards service as well as their strong will to succeed. (Technical competence would mean someone with strong product knowledge, powerful language skills, etc ).Here one needs to continually progress, improve and renew himself/herself for complacency will kill! Give your experience with the bank where your money went back into the machine and how you got ‘different’ views from different personnel in the same bank!
While this works as an icebreaker and helps each other come closer as a team, it certainly has a strong message on rapport building which is critical for superior customer service. Split in groups, based on numbers that are provided to them at the startHave the groups to find out what is common to all in that group, and one takes notesNotes are first shared with their groups and then with the entire audienceTime: 10 minutes in totalDebrief : Understand how this can be applied in Customer ServiceAsk – How does it feel having found common ground between participantsNew perspective of the person Know them betterFeel CloserRelate moreLike me and hence I like him/her (underlying principle in NLP for rapport building)Hence, in Customer Service too, it will be good to understand common ground which will bring about a ‘personal’ touch to the entire transaction. My experience with the CS staff of HDFC in having the same date of birth, and how that has us exchange emails at least on one day each year.
Customer demands are ever increasing and our service levels have to move up in accordanceWe may be good customer service personnel already, and we do have a certain level of CS, but this is not enough for us….simply because the customer has moved on and we need to keep pace. Yesterdays delight is today’s basic!
An activity to stimulate the participants in seeing how there have been practical changes in the behavior of customers over the year.
Continuing on the track/path of excellence, today we are going to see how we can support and help with developing world class customer service mind set. This requires clarity, signaling and consistency. Apply and Southwest Airlines ex
Taking from the examples of apple and Southwest Airlines, let us see why we in Dulsco individually are doing what we are doing?We are pretty good about what we need to day, and to a large extent how to go about it. We have our JDs and we have the experience and training to see how best to go about doing what we have to do. The big question that we need to now ask ourselves is ‘why’ are we doing it! What drives me. Why is this important for me. What if I was not doing this. What am I ultimately trying to achieve here….the why is a question that brings faith in the task I do….Faith, without it nothing is possible; with it nothing is impossible!
Group activity to solicit what makes us rave about other teams / people. Can these traits be reflected in our business?
Roger Banister, first to run a mile in less than 4 minutes, once he did it, many others broke this record….Customers vary in types….some vocal, some may not. Listening is a skill and an art. Not just words, but got to read between the lines. Greetings, gifts, wishes, updates, share common info, etcNever under estimate the power of a customer. Pretty woman story with J Roberts…Team….1 and 1 certainly exceeds 2. whole is greater than sum of the parts…provided we work towards working together….knowing we share the same goal.Skills go redundant over time….Story of the woodcutters….I must keep sharpening the saw.2 kinds of men, pro-active and re-active! One chooses to do, other helplessly does. One is early, other is late. One is swift, other slow. One hits the target, the other misses.