1. The document provides 10 commandments of customer service that emphasize putting the customer first, being proactive, and going above and beyond to solve problems and ensure customer satisfaction.
2. It stresses the importance of listening to customers, acknowledging their perspective, and finding win-win solutions rather than being reactive.
3. Internal customers (coworkers) are also important, so the document recommends regularly thanking and praising coworkers.
How do certain companies offer outstanding customer support in the current digital environment? In these slides we explore what the best companies do to foster a "Culture of Outstanding Support." Although we're experiencing an overall decline in customer service, companies today can focus on service as part of their branding to stand apart from the competition and increase loyalty. We go over everything from strategy and management to specific tactics to outshine your competition in any industry.
PhD in Education, Human Behavior in Organization, The One-Minute Manager by Kenneth Blanchard and Spencer Johnson
Leave a comment or just say, "Thank You". it motivates me. :-)
How do certain companies offer outstanding customer support in the current digital environment? In these slides we explore what the best companies do to foster a "Culture of Outstanding Support." Although we're experiencing an overall decline in customer service, companies today can focus on service as part of their branding to stand apart from the competition and increase loyalty. We go over everything from strategy and management to specific tactics to outshine your competition in any industry.
PhD in Education, Human Behavior in Organization, The One-Minute Manager by Kenneth Blanchard and Spencer Johnson
Leave a comment or just say, "Thank You". it motivates me. :-)
Learning how to say “No” is part of success, but it’s sometimes hard to understand WHY and HOW to effectively say it.
To learn to say “No” you need to: admit it, and practice it with these 9 smart strategies that leads you to happy and mindful decisions.
Everyone in their life at least once have faced difficulty in saying NO to someone. Although in some it is very usual happening. In this presentation some techniques are explained through which anyone can learn to say NO.
Sales objections are basically requests for more information – more information about your product and what you’re offering them..
Consider them as opportunities...opportunities that let you once again pitch your sale to the potential client – an opportunity for you to help them understand more about your services..
I presented an hour session on overcoming objections at Richard Mulvey's Power Series in Cape Town (21 April), Durban (22 April 2015) and Johannesburg (23 April 2015).
How to write a great advertising creative brief. David Bell
What you will get from this presentation is a real insight into the creative mind and process, you will learn how to write an insurance ad, the 4 steps to writing a better creative brief and how to run and feedback on a creative presentation.
This workshop was written for MercerBell clients to enable them to prepare better briefs that will lead to more customer delight.
Enjoy.
Ps. And please share if you have learnt something from this presentation.
Dr. Rick Goodman provides expert tips and tricks on mastering the art of sales. For more information on sales mastery visit www.rickgoodman.com or schedule a sales training workshop at www.advantagecontinuingeducationseminars.com
Learning how to say “No” is part of success, but it’s sometimes hard to understand WHY and HOW to effectively say it.
To learn to say “No” you need to: admit it, and practice it with these 9 smart strategies that leads you to happy and mindful decisions.
Everyone in their life at least once have faced difficulty in saying NO to someone. Although in some it is very usual happening. In this presentation some techniques are explained through which anyone can learn to say NO.
Sales objections are basically requests for more information – more information about your product and what you’re offering them..
Consider them as opportunities...opportunities that let you once again pitch your sale to the potential client – an opportunity for you to help them understand more about your services..
I presented an hour session on overcoming objections at Richard Mulvey's Power Series in Cape Town (21 April), Durban (22 April 2015) and Johannesburg (23 April 2015).
How to write a great advertising creative brief. David Bell
What you will get from this presentation is a real insight into the creative mind and process, you will learn how to write an insurance ad, the 4 steps to writing a better creative brief and how to run and feedback on a creative presentation.
This workshop was written for MercerBell clients to enable them to prepare better briefs that will lead to more customer delight.
Enjoy.
Ps. And please share if you have learnt something from this presentation.
Dr. Rick Goodman provides expert tips and tricks on mastering the art of sales. For more information on sales mastery visit www.rickgoodman.com or schedule a sales training workshop at www.advantagecontinuingeducationseminars.com
Mark Skogen, CEO and president of Festival Foods, will share how execution, service, servant leadership and embracing change built the strong foundation for success at his company and why he feels passionate about carrying on the traditions. Mark will share real stories about the satisfaction gained from enriching lives and how failure can actually make you stronger.
Employee morale and a positive workplace are achievable and here are a large collection of tips and how-to's for making it happen, reducing conflict, and increasing happiness. This is a powerpoint with sound files you also purchase at workexcel.com and a DVD, Video, Online Training WEb course is also available. All formats have sound, test, and handout. Positive workplaces promote productivity and they can play a significant role in reducing workplace violence
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
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.
[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
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Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxmy Pandit
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3. CUSTOMER SERVICE IS
PERSONAL
• Treat the customer the way they
want to be treated.
• Is the customer always right?
Certainly not but if you want the
customer you will make them
right.
4. 1. THE CUSTOMER IS THE
BOSS
• Customers want to be
in control.
• You may not be able to
make them right but
you can help them feel
better, save face and
not feel stupid—like
you won and they lost!
5. WHAT TO DO?
1. Listen carefully to the customer‘s
complaint.
2. Write it down.
3. Acknowledge the customer‘s
complaint, that doesn‘t mean you
agree.
4. Look for a win, win situation.
6. WHAT SHOULD YOU DO?
• Reflect:
The listener briefly states in his/her
words the core of what they speaker
has communicated.
The speaker says what he thinks
and feels, not what ―I‖ the listener ,
thinks and feels about what the
speaker said. ―I think that this can
definitely be a problem…I think you
made it into something it isn‘t.‖
7. SEARCH FOR THE CORE
MESSAGE
• Be brief
• In your own words
• ―Did I get it right?‖
8. 2. BE A GOOD LISTENER
1. If customer is angry, refrain
from saying ―calm down.‖
Saying ―calm down‖ will
take you out of rapport.
2. Take notes.
3. Use the same tone of voice,
if customer‘s angry,
increase your volume but
not the tone.
4. Resist the temptation to be
right.
9. 3. BE PROACTIVE
• This is the most important skill
you can have in life.
• People who are reactive don‘t
take the initiative-each new wave
catches them off guard.
• Proactive is the same as
reactive—only you‘re reacting
―ahead of time!‖
10. BEING PROACTIVE
REDUCES STRESS FOR YOU
AND THE CUSTOMER
• Proactive people see the big picture,
reactive isolate the incident.
• Proactive anticipate, they think
ahead.
• They can adapt because of their
ability to ―think‖ before it happens—
they anticipate the future.
11. STOP PLAYING VICTIM!
• ―I don‘t know what to do‖
• ―The customer was so
angry, I was afraid to
make them even
madder!‖
• ―I was afraid..I‘m gonna
eat some worms‖
• Being ―reactive is victim
mentality‖
12. WHAT TO DO?
1. Ask yourself, what‘s likely to happen
and react before it happens. Product
not coming on time, determine what
else you can do, get your plan and call
the customer
2. This takes energy, rise above the
difficulties and see what needs to be
done and do it
3. Even if you don‘t have the energy see
that it gets done, take a minute and
think
13. BECOME A ―PROBLEM SOLVER‖
NOT PROBLEM MAKER
1. Examine critically how you might perform
those tasks more efficiently.
Create a plan or procedure
2. Develop a mindset that looks to solve
problems instead of dwelling on them
3. Know which tasks are priorities and which
can wait
4. Write out daily lists of tasks and head the
list, ‗I will do‘ and not ‗to do‘
5. Keep this list close at hand and let it direct
your actions
14. THINK AHEAD!
• Try to anticipate needs.
• Can you prepare in
advance?
• A small amount of future
stability can be self-
generated by planning
ahead and being ready for
those things over which
you do have some control.
15. 4. MAKE CUSTOMERS FEEL
APPRECIATED
• Learn their names and their likes and
dislikes
• Find something about them you like and
focus on that; not everyone is likeable!
• Don‘t avoid conflicts
• If you say you‘re going to do it—do it!
• Hold yourself accountable
• Thank people that help you, send out
notes
16. 5. EXPLAIN HOW IT WORKS
BEFORE IT‘S A PROBLEM
• If it has to be ordered on Monday
to get delivery on Friday, say so!
Don‘t apologize say it with
conviction and concern.
• ―I know it‘s important and you
need it so let‘s get it ordered
within our time frame.”
17. HAVE A ―CAN DO, RATHER
THAN A CAN‘T DO ATTITUDE.‖
• “Let‘s see how we can fix it.‖
• ―I understand what you must be
going through, let‘s see what
solutions we might have.‖
• ―Tell me exactly what has happened
and let‘s see what avenues are open
to us.‖
• ―Let me get right on the phone with,
or let‘s do a three way call to handle
this immediately.‖
18. 6. DON‘T SAY WE CAN‘T, SAY
HOW DO WE FIX THIS
• “This is a
tough one,
let‘s see what
we can do.‖
• Have your
solutions at
hand.
19. 7. I‘M SORRY GOES A LONG
WAY
1. Start with‖ I‘m sorry‖
2. Ask your customers for complete honesty
and prepare yourself for tough answers.
3. "Look at this as an opportunity to greatly
increase the effectiveness of the entire
organization.‖
4. Fix the problem, and clean up the mess. This
isn't always easy, and you can't expect
instant results.
20. 8.GO THE EXTRA MILE
1. Plan ahead of time
what you can do for
customers.
2. There should be
answers for all
problems—it‘s
doubtful that
anything new will
occur—you should
be ready and have
things you can do to
add value.
3. What can you do?
21. WHAT CAN YOU DO?
• Repeat business is the most
profitable, make it happen.
• How can you thank them even if
they don‘t buy?
• What would be totally unexpected
that would delight? What is your
―signature idea?‖
22. 9.GET AND GIVE REGULAR
FEEDBACK
• Determine what needs to
be fixed and ask, how are
we doing?
• Send out surveys on
things that are problems,
not on things that work.
Stop doing things to feel
good and do things that
matter.
• Ask the hard questions…
23. HOLD REGULAR MEETINGS
• What could we have done better?
• Where do we slip up?
• What do we do that infuriates
customers?
25. CATCH SOMEONE DOING
―SOMETHING RIGHT‖
• Check your ―praise meter,‖ 5
―attaboys for every 1 not so
good.‖
• Vote for the employee who went
above and beyond..be generous.
26. HOW TO THANK
CO-WORKERS
• Praise something your coworker has
done well. Identify the specific actions
that you found admirable.
• Ask your coworkers about their family,
their hobby, their weekend or a special
event they attended. Your genuine
interest - as opposed to being nosey –
causes people to feel valued and cared
about.
27. HOW TO MAKE IT HAPPEN?
• Think about how your
behavior will affect
others.
• Be proactive.
• Know all the situations
that can occur and
have solutions on hand.
• Have ways to delight!
29. Lisbeth Calandrino
Helping businesses build
loyal relationships with
their customers
www.Lisbethcalandrino.com
Redhotcustomerservice@nycap.rr.
com
518-495-5380