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Custome service PowerPoint PPT Presentation

customer service

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custome service

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


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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)

  • 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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Do You Know Why They Leave?

  • 1% die.

  • 3% move away.

  • 5% develop other relationships.

  • 9% leave for competitive reasons.

  • 14% are dissatisfied withproduct or service.

  • 68% leave because of rude ordiscourteous 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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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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Common Excuses (2 of 2)For Service Lapses:

  • 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

  • . . . Invite me back.

  • . . . Greet me.

  • . . . Value me.

  • . . . Help me.

  • . . . Listen to me.


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ByDileep Panoli

[email protected]


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