1. www.ReadySetPresent.com
Powerpoint is aaregistered product of Microsoft.
Powerpoint is registered product of Microsoft.
Graphics: Masterclips ––IMSI; Art Explosion ––
Graphics: Masterclips IMSI; Art Explosion
Nova Development; Corel
Nova Development; Corel
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2. www.ReadySetPresent.com
Program Objectives (1 of 2)
 Learn to identify and analyze
customer needs and problems.
 Recognize the most common reasons
for customer complaints.
 Discover techniques to cultivate and
maintain special customer
relationships.
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3. www.ReadySetPresent.com
Program Objectives (2 of 2)
 Assess your communication style
and use two-way communication
skills to level with people, to accept
feedback from them, and to discuss
problems.
 Identify specific problems in your
customer service program and apply
treatment.
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A Challenge
Please write a One Sentence
Definition of
CUSTOMER SERVICE.
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Questions On Being A Customer
 Why do you need customer service?
 Was the service provided over the
phone or in person?
 How did the customer service
representative respond to your
request, inquiry or problem?
 If you felt the service was excellent,
describe what made it so good.
 If you felt the service was
exceptionally poor, describe what
made it that way.
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6. www.ReadySetPresent.com
Do You Know Why They
Leave?
 1% die.
 3% move away.
 5% develop other relationships.
 9% leave for competitive reasons.
 14% are dissatisfied with
product or service.
 68% leave because of rude or
discourteous service.
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Competencies (1 of 2)
 Communication.
 Customer Sensitivity.
 Decisiveness.
 Energy.
 Flexibility.
 Follow-up.
 Impact.
 Initiative.
 Integrity.
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Competencies (2 of 2)
 Job Knowledge.
 Judgment.
 Motivation To Serve.
 Persuasiveness/Sales.
 Planning.
 Resilience.
 Situation Analysis.
 Work Standards.
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Excuses
Excuses
 List five to eight excuses you hear
customer service representatives
give for offering indifferent or
poor customer service.
 Think of one of more ways to
counter each excuse.
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10. www.ReadySetPresent.com
Common Excuses (1 of 2)
For Service Lapses:
 I don't have enough time.
 I don't get paid to be nice. I am
measured by my productivity
and accuracy.
 How can we do a good job if
the computer is always down?
 Every customer is totally
bonkers today.
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11. www.ReadySetPresent.com
Common Excuses (2 of 2)
For Service Lapses: who do not
 I can't deal with people
show me respect.
 How can we do a good job if the
other departments do not provide
the back-up we need?
 I am having a bad day.
 People are basically stupid.
 I am always too busy.
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12. www.ReadySetPresent.com
The Customer Wants You To
 . . . Greet me.
 . . . Value me.
 . . . Help me.
 . . . Listen to me.
 . . . Invite me back.
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