These slides were used with the "Taking Care of Your Campus Customers" workshop, delivered at Ball State University in September 2014.
Workshop facilitated by Michelle Baker, phase(two)learning
phasetwolearning.com - phasetwolearning@gmail.com
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.
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
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
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.
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
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Customer Service is the service you provide to your customers before, during and after sales.
Customer Service is considered to be one of the major factors in the business because it ensures
the customer’s satisfaction and also encourages the customer to buy more.
A good customer service is about retaining your loyal customers and ensuring customer
satisfaction. A good customer service should just not be a department in the organisation, but
should be the whole organisation.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
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 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 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 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.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
Customer Service is the service you provide to your customers before, during and after sales.
Customer Service is considered to be one of the major factors in the business because it ensures
the customer’s satisfaction and also encourages the customer to buy more.
A good customer service is about retaining your loyal customers and ensuring customer
satisfaction. A good customer service should just not be a department in the organisation, but
should be the whole organisation.
11 Ways to Help You Improve First Call ResolutionTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
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 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 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 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.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
The Voice of the Business (VoB) vs Voice of the Customer (VoC)
What is the VoC? What does it mean for my business?
Understand exactly the drivers behind the needs and wants of your customers and learn how to measure them the Six Sigma way
Mba project on recruitment and selection processAnil Kumar Singh
Abstract: In this research paper, a study hs been made on the recruitment and selection processes between the two different sectors, i.e; Manufacturing sector and Services sector. The study indicates various techniques used by the two companies, that is, Kudos Chemical Limited, that is a manufacturing company and Virasat-e-Khalsa which belongs to the services sector. The study made under observation comprises of the services and guidance of a recruitment agency called Jobachievers, that is functioning from its office at Chandigarh, to provide job opportunities to the dserving candidates, in mostly areas in Punjab.
Index Terms: Recruitment, Selection
1) INTRODUCTION
The two companies undertaken in the project study comprises of a manufacturing firm named KUDOS CHEMICAL LIMITED and a servicing unit named VIRASAT-E-KHALSA. The former is having a chemical base and is in the business of manufacturing “caffeine”.
The latter is a service unit, having the structure of a theme museum, in which the culture of Punjab has been depicted in a versatile manner. Both of the companies need an adequate base of employees, who can carry out the various functions int the firms. Due to the different nature of the working aspects of these two firms, the recruitment and the selection process of both the firms are entirely different.
The only area in which the recruitment process of these two firms concides is that both the firms seeks out the help of recruitment agencies to find the appropriate and deserving candidates for their firms. The project report, hereby, includes my work at such a recruitment agency named “JOBACHIEVERS” under which I studied the recruitment and selection processes of various firms and prepared my project report on the comparison between the recruitment and selection process of a manufacturing firm and a service firm.
The process of recruitment begins with the sending of the “Job description” by the company. The job description is comprising of the following requirements:
1) Position vacant
This very first point, clarifies to the recruiter, for which required position, the candidate is needed. The recruiter then make use of the data that is available to him, or creates new data of the candidates. Since I undergone the training in a job consultancy, there was pre-recorded data already available. Thus, the recruiter can contact the person and can make him attend the scheduled interview for the required post.
2) Examining the Job description
The Job description provided by the company tells the recruiter, the complete insight of the position vacant and also provides the knowledge of what the company is seeking in the required candidate. Understanding the complete JD (Job description) only can help the recruiter to move to the next step. If the recruiter fails to understand the need of the company from the JD provided, then all of the steps undertaken by the recruiter would turn out to be a failure.
CDI Founder Workshop Session 4 - Lean Startup Methodologies - Kayla Trautwein- EvoNexus (https://www.linkedin.com/in/kayla-trautwein-b3bbb621)
Time/ Date- Nov 8th, 6p-8p
Description- Founders often fall into a trap: building a solution for a problem they aren’t sure that their customer really has. With so many options available to consumers, it’s difficult for businesses to stay above the noise. No longer can we ask “Can we build this?” Rather, the question has become “Should we build this?” In other words, “Are we building something that customers really want/need?” After all, the customer is always right.
One of the biggest challenges for entrepreneurs is finding product-market fit, and this journey all begins with customer development. The Lean Startup Methodology will teach you best practices in customer development which will lead you to determine whether to 1) improve the solution you have built, 2) change direction (pivot) or 3) abandon your product or service and try something new. With the odds of failure so high for today’s startups, the Lean Startup Methodology offers an essential regimen for failing fast and iterating so that you have a better chance for success.
Homework-
Watch “The Lean Approach: The Lean Method” with Steve Blank by the Kauffman Founders School.
Watch “The Lean Approach: Getting Out of the Building: Customer Development” with Steve Blank by the Kauffman Founders School.
Read “Customer Development: What Questions Do You Ask Potential Customers?”
Watch “Good and Bad Examples of Customer Interview Questions.”
Engagement
From the video and blog content, you’ve learned that in order to keep driving your product/service in its current direction you should have some validation from potential customers. In the Lean Startup Methodologies Session we’re going to walk through some sample customer interview exercises to help you think about ways to get closer to product/market fit and give you tools to help determine when it’s necessary to make a pivot. If you don’t currently have a startup you’re working on, no problem. This session will still be beneficial as you think about other applications for customer interviews, whether it’s in your current job or in a networking scenario.
How to Create Easy and Effective Buyer Personas with a ChecklistFilestage
One of the most important skills in advertising and media is to put yourself into the shoes of your target group. A great way to change perspective is to create buyer personas.
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
Top 10 patient accounts representative interview questions and answerscamrynvalikie
In this file, you can ref interview materials for patient accounts representative such as types of interview questions, patient accounts representative situational interview, patient accounts representative behavioral interview…
Could Better Questions Lead to More Wallet Share? That's a Good Question!Integrity Solutions
From Integrity Solutions at the Bank Trainers 2018 Conference. Is your current sales training compounding the problem of people’s belief that selling is a “bad word”? What if your team didn’t have all that negative baggage about sales? What if they viewed the role of asking better questions as uncovering and fulfilling customer needs? We look at the benefits of asking better questions in strengthening customer relationships, and how to overcome the fear of asking them.
Top 10 client service interview questions with answershenrybrown133
In this file, you can ref interview materials for client service such as, client service situational interview, client service behavioral interview, client service phone interview, client service interview thank you letter, client service interview tips …
The Value of Developing Relationships in SellingJames Muir
Presentation given in 2012 to the NextGen Healthcare national sales force. On the value of developing relationships and genuinely providing value for clients.
Similar to Taking Care of Your Campus Customers - An Inclusive Approach to Customer Service (20)
Making a successful transition from individual contributor to manager nov. ...michellebaker
This presentation was included in the November 2014 professional development session for Ball State University - "Making a Successful Transition from Individual Contributor to Manager"
Communicating Across a Multi-Generational Campusmichellebaker
These slides are part of the "Communicating Across a Multi-Generational Campus" workshop, delivered at Ball State University in September 2014.
Workshop facilitated by Michelle Baker, phase(two)learning.
phasetwolearning.com - phasetwolearning@gmail.com
Cool things i learned on the internet september 2014michellebaker
These slides are from the "Cool Things I Learned on the Internet" workshop delivered at Ball State University in September 2014.
Session facilitated by Michelle Baker, phase(two)learning
phasetwolearning.com - phasetwolearning.wordpress.com
Trick Out My PowerPoint - Experiential Learningmichellebaker
This slide deck is a sample used in a blog post called “Trick Out My PowerPoint!” to illustrate how some small changes to a series of PowerPoint slides can make a big difference in the visual experience of learners.
It’s a variation of a PowerPoint slide deck that was originally used in a presentation to the Association of Experiential Education International Conference in November 2008.
If you’d like to see how other training professionals have attempted to improve the design of this presentation, visit:
http://trainlikeachampion.wordpress.com/
http://phasetwolearning.wordpress.com/
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4. Today’s Agenda
•Welcome, introductions, session overview
•Reputation Matters
•Customer Service at Ball State Today
•Who is Your Customer?
•What are Your Customers’ Needs?
•How Does Your Customer Contact You?
•Can You Resolve the Issue?
•Handling an Upset Customer
•Exceeding Expectations, Building Relationships, Making a Difference
•Action Planning
•Key Messages, Final Thoughts
6. Why Do Customers Leave?
Let’s discuss: Out of 100 customers, how many leave because they… Die? Move away? Influenced away by friends? Lured away by competition? Dissatisfied with product? Receive an attitude of indifference by the service provider?
Source: American Society for Quality
7. The Good, the Bad and the Ugly
With your table group, discuss your own POSITIVE customer service examples: When did you have a great customer experience…
• At a store?
•In a Restaurant?
•Over the phone?
•Online?
8. The Good, the Bad and the Ugly
With your table group, discuss your own NEGATIVE (or downright UGLY!) customer service examples: When did you have a poor customer experience…
• At a store?
•In a Restaurant?
•Over the phone?
•Online?
9. The Good, the Bad and the Ugly
With your table group, fill in the blank: “We want Customer Service at Ball State to have the reputation of being _______________.” List as many traits, behaviors and characteristics as you can think of on your flip chart. (We’ll discuss as a large group)
Regardless of your role or which department you are in!
10. Systems or People?
Let’s discuss:
Looking at our lists of desired “reputation goals,” will these be achieved by SYSTEMS or PEOPLE?
14. What’s working well today?
Let’s discuss: Share some examples of GOOD customer service today at Ball State!
15. What’s working well today?
Let’s discuss: What are some areas of opportunity that would improve customer service at Ball State? If your campus customers were sitting in this room, what would they say about your department’s:
•Reliability?
•Responsiveness?
•Empathy?
•Competence?
•Warmth?
•One-interaction resolution?
16. Make it Real!
Time to reflect: In your handout, list the following:
•What is working well for you and your department?
•What are the areas of opportunity for you and your department?
18. Who is your customer?
Let’s make a list of the different customers you serve…
•Your “campus customers”?
•People outside the university?
19. Internal vs. External Customers
What’s the difference between an internal customer and an external customer?
20. Internal vs. External Customers
Internal customer, defined: A customer within your organization who uses your products or services.
21. Who is your customer?
Let’s look at your customers… Who is “internal”, who is “external”?
•Do you (should you?) handle these customers the same or differently? Why?
•Why does this matter?
22. Internal vs. External Customers
External customer, defined:
A client who is directly affected or uses the organization’s products or services.
23. Whether it’s an internal (campus) or external customer, they deserve your best. Every time.
24. Make it Real!
Time to reflect: In your handout, list the following:
•Who are the customers YOU serve?
•Are they internal or external customers?
26. Customer Needs
With your table group, discuss the potential customer service needs for the customer “profile” you are assigned.
Time limit: 5 minutes
(we will debrief as a group)
27.
28.
29.
30.
31. Ask better questions, get better information!
The 3-Step Accordion Question Model:
1.Start with an open-ended question to gather information
2.Follow with a closed-ended question to confirm or clarify what the customer said
3.Repeat until you have the information you need
32. Asking better questions will yield better information… information you can use to truly serve and delight your customers.
33. Make it Real!
Time to reflect: What do you already know about your customers’ needs? In your handout, list what you’ve already identified about your customers’ needs. How can you better interact with a customer to learn more about his/her needs?
35. What is “inclusive” customer service?
Inclusive Customer Service: Regardless of the method in which a customer contacts you, the experience should be consistent and exceed expectations.
36. Inclusive Customer Service at Ball State
How do customers contact you?
•Face-to-face?
•Over the phone?
•By email?
•Via “snail mail”?
•On a website?
•Through social media?
•Through an app?
37. Advantages and Disadvantages
With your table group, discuss the advantages and disadvantages of your assigned contact method.
Time limit: 3 minutes (we will debrief as a group)
38. How can we improve?
Each contact method is vital to providing consistently delightful customer service! How can we be more aware of the service we provide in each area?
40. Regardless of how customers contact you, it’s up to you to discover their need, exceed their expectations and truly delight them!
41. Make it Real!
Time to reflect:
What channels do you use regularly to interact with your customers?
How can you use those channels to personalize interactions and truly delight your customers?
44. What does the Customer need?
What are the common issues or questions your customer has?
•What are the challenges?
•How can you overcome the challenges?
•What resources do you have to provide solutions?
45. Make it Real!
Time to reflect:
What are your personal customer service/issue resolution challenges?
What are some potential solutions to overcome these challenges?
47. What happens when you can’t fix the issue?
What are the implications of being unable to resolve a customer issue?
•What are the challenges?
•How can you overcome the challenges?
•What resources do you have to provide solutions?
•How do you escalate an issue?
48. Emotional Trigger Words
Certain words escalate anger. Avoid them – use calming words instead.
Triggers
Calmers
It’s our policy…
Here’s what we can do…
I apologize…
I’m sorry…
I don’t know…
I will find out…
But…
And…
You should have…
What others have found helpful…
The only thing we can do…
The best option would be…
No problem…
You’re welcome!
49. 3 Ugly Words
3 Words to Remove From Your Vocabulary:
Can’t | Don’t | Won’t
(These words sound
negative, incompetent and unwilling!)
Replace them with:
Can | Do | Will
50. Let’s Try It!
With your table group, try re-wording the provided statements using CAN, DO and WILL. Write them down…we’ll discuss as a group!
51. What you say to an upset customer won’t have as much impact as how you say it.
52. Make it Real!
Time to reflect: How do your customers respond to negative information? Do you use the words CAN’T, DON’T and WON’T? How is your tone? How can you be more aware of your words and tone?
54. Legendary Customer Service
Characteristics of a Customer Service Star:
•Motivation
•Flexibility
•Energy & Enthusiasm
•Ownership
55. Meet | Exceed | Delight
With your table group, discuss the customer situation provided. What would MEETING expectations look like? What would EXCEEDING expectations look like? What would DELIGHTING the customer look like? We’ll discuss as a group!
56. Love what you do!
Motivation factors to love what you do:
1.Respect for your immediate supervisor
2.Feeling part of the organization
3.Comfort with the organization’s culture
4.Finding meaning in your work
5.Ability to learn & grow in your role
6.Commitment and maintaining a line of sight to your customer
Source: Corporate Executive Board survey
57. Direct Line of Sight
How do you impact the customer experience? Regardless of your role, it is critical to identify and maintain a direct line of sight to the customer at all times. How do you impact the customer experience in your role?
58. It’s not enough to meet expectations. Go above and beyond to exceed expectations and delight your customer!
59. Make it Real!
Time to reflect: What motivates you in your role and with your customers? How do you maintain a direct line of sight to the customer?