Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – N...
Download
1 / 13

custome service - PowerPoint PPT Presentation


  • 561 Views
  • Uploaded on

customer service

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'custome service' - dileep


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Slide1 l.jpg

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


Program objectives 1 of 2 l.jpg
Program Objectives Masterclips – IMSI; Art Explosion – Nova Development; Corel(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.


Program objectives 2 of 2 l.jpg
Program Objectives Masterclips – IMSI; Art Explosion – Nova Development; Corel(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.


A challenge l.jpg
A Challenge Masterclips – IMSI; Art Explosion – Nova Development; Corel

Please write a One Sentence Definition of

CUSTOMER SERVICE.


Questions on being a customer l.jpg
Questions On Being A Customer Masterclips – IMSI; Art Explosion – Nova Development; Corel

  • 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.


Do you know why they leave l.jpg
Do You Know Why They Leave? Masterclips – IMSI; Art Explosion – Nova Development; Corel

  • 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.


Competencies 1 of 2 l.jpg
Competencies Masterclips – IMSI; Art Explosion – Nova Development; Corel(1 of 2)

  • Communication.

  • Customer Sensitivity.

  • Decisiveness.

  • Energy.

  • Flexibility.

  • Follow-up.

  • Impact.

  • Initiative.

  • Integrity.


Competencies 2 of 2 l.jpg
Competencies Masterclips – IMSI; Art Explosion – Nova Development; Corel(2 of 2)

  • Job Knowledge.

  • Judgment.

  • Motivation To Serve.

  • Persuasiveness/Sales.

  • Planning.

  • Resilience.

  • Situation Analysis.

  • Work Standards.


Excuses excuses l.jpg
Excuses Excuses Masterclips – IMSI; Art Explosion – Nova Development; Corel

  • 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.


Common excuses 1 of 2 for service lapses l.jpg
Common Excuses Masterclips – IMSI; Art Explosion – Nova Development; Corel(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.


Common excuses 2 of 2 for service lapses l.jpg
Common Excuses Masterclips – IMSI; Art Explosion – Nova Development; Corel(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.


The customer wants you to l.jpg
The Customer Wants You To Masterclips – IMSI; Art Explosion – Nova Development; Corel

  • . . . Invite me back.

  • . . . Greet me.

  • . . . Value me.

  • . . . Help me.

  • . . . Listen to me.


By dileep panoli l.jpg
By Masterclips – IMSI; Art Explosion – Nova Development; CorelDileep Panoli

[email protected]


ad