Customer service (modern) powerpoint presentation content: 1 - PowerPoint PPT Presentation

Customer service
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Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one's customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, slides on performance standards and quality, looking to the future, Q& A's, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more. Slides can easily be tailored to your specific needs, use them with an LCD projector, make handouts, and/or create overheads. Each slide includes slide transitions, clipart and animation. Royalty Free - Use Them Over and Over Again. Once purchased, download instructions will be sent to you via email. (PC and MAC Compatible).

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Presentation Transcript


Customer service

Customer Service


Program objectives 1 of 2

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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Program objectives 2 of 2

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

A Challenge

Please write a One Sentence Definition of

CUSTOMER SERVICE.

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Questions on being a customer 1 of 2

Questions On Being A Customer (1 of 2)

  • 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?

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Questions on being a customer 2 of 2

Questions On Being A Customer (2 of 2)

  • 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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Competencies 1 of 2

Competencies (1 of 2)

  • Communication.

  • Customer Sensitivity.

  • Decisiveness.

  • Energy.

  • Flexibility.

  • Follow-up.

  • Impact.

  • Initiative.

  • Integrity.

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Competencies 2 of 2

Competencies (2 of 2)

  • Job Knowledge.

  • Judgment.

  • Motivation To Serve.

  • Persuasiveness/Sales.

  • Planning.

  • Resilience.

  • Situation Analysis.

  • Work Standards.

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Excuses excuses

Excuses Excuses

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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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Common excuses for service lapses 1 of 2

Common Excuses For Service Lapses (1 of 2)

  • 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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Common excuses for service lapses 2 of 2

Common Excuses For Service Lapses (2 of 2)

  • I can't deal with people who do not 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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The customer wants you to

The Customer Wants You To

  • . . . Greet me.

  • . . . Value me.

  • . . . Help me.

  • . . . Listen to me.

  • . . . Invite me back.

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A customer then now

A Customer Then & Now

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Walk in the customer s shoes

Walk In The Customer’s Shoes

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Customer service yardsticks

Customer-Service Yardsticks

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Customer service modern powerpoint presentation content 1

What is your next step?

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Customer service modern powerpoint presentation content 1

Download “Customer Service” PowerPoint presentation at ReadySetPresent.com163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more. Royalty Free - Use Them Over and Over Again.

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