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    Customer Service

    Uploaded by

    Shamsul Arefin
    This document is a 13-page presentation from www.ReadySetPresent.com on the topic of customer service. It includes objectives like learning to identify customer needs and complaints, as well as techniques for maintaining customer relationships. Several competencies important for customer service are outlined, such as communication, customer sensitivity, and integrity. Common excuses for poor customer service are examined, along with what customers want from interactions. The full presentation covers additional topics to help understand and implement effective customer service.

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    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd

    Customer Service

    Uploaded by

    Shamsul Arefin
    300 views13 pages
    This document is a 13-page presentation from www.ReadySetPresent.com on the topic of customer service. It includes objectives like learning to identify customer needs and complaints, as well as techniques for maintaining customer relationships. Several competencies important for customer service are outlined, such as communication, customer sensitivity, and integrity. Common excuses for poor customer service are examined, along with what customers want from interactions. The full presentation covers additional topics to help understand and implement effective customer service.

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    Customer Service

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    © Attribution Non-Commercial (BY-NC)

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    This document is a 13-page presentation from www.ReadySetPresent.com on the topic of customer service. It includes objectives like learning to identify customer needs and complaints, as well as techniques for maintaining customer relationships. Several competencies important for customer service are outlined, such as communication, customer sensitivity, and integrity. Common excuses for poor customer service are examined, along with what customers want from interactions. The full presentation covers additional topics to help understand and implement effective customer service.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    300 views13 pages

    Customer Service

    Uploaded by

    Shamsul Arefin
    This document is a 13-page presentation from www.ReadySetPresent.com on the topic of customer service. It includes objectives like learning to identify customer needs and complaints, as well as techniques for maintaining customer relationships. Several competencies important for customer service are outlined, such as communication, customer sensitivity, and integrity. Common excuses for poor customer service are examined, along with what customers want from interactions. The full presentation covers additional topics to help understand and implement effective customer service.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    You are on page 1of 13

    www.ReadySetPresent.

    com

    Powerpoint is a registered product of Microsoft. Graphics: Masterclips IMSI; Art Explosion Nova Development; Corel

    Page 1

    www.ReadySetPresent.com

    Program Objectives (1 of 2)
    Learn to identify and analyze

    customer needs and problems.


    for customer complaints.

    Recognize the most common reasons Discover techniques to cultivate and

    maintain special customer relationships.

    Page 2

    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. customer service program and apply treatment.

    Identify specific problems in your

    Page 3

    www.ReadySetPresent.com

    A Challenge
    Please write a One Sentence Definition of

    CUSTOMER SERVICE.

    Page 4

    www.ReadySetPresent.com

    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.
    Page 5

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    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.

    Page 6

    www.ReadySetPresent.com

    Competencies (1 of 2)
    Communication. Customer Sensitivity.

    Decisiveness.
    Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.
    Page 7

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    Competencies (2 of 2)
    Job Knowledge. Judgment.

    Motivation To Serve.
    Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards.
    Page 8

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    Excuses Excuses
    List five to eight excuses you hear

    customer service representatives give for offering indifferent or poor customer service. counter each excuse.

    Think of one of more ways to

    Page 9

    www.ReadySetPresent.com

    Common Excuses For Service Lapses:


    I don't have enough time. I don't get paid to be nice. I am

    (1 of 2)

    measured by my productivity and accuracy.

    How can we do a good job if Every customer is totally

    the computer is always down?


    bonkers today.

    Page 10

    www.ReadySetPresent.com

    Common Excuses For Service Lapses:


    show me respect.

    (2 of 2)

    I can't deal with people who do not 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.
    Page 11

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    The Customer Wants You To


    . . . Greet me.
    . . . Value me. . . . Help me. . . . Listen to me. . . . Invite me back.
    Page 12

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    About This Product:


    To download this entire Customer Service PowerPoint presentation visit ReadySetPresent.com
    Over 100+ slides on topics such as: understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, five common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. Royalty Free - Use Them Over and Over Again.

    Please Visit: www.ReadySetPresent.com


    Page 13

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