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CUSTOMER SERVICE TRAINING. Renee Evenson. TRAİNİNG BABY STEPS : THE BASİC. Always remember, the customer is the reason you have a job… Greet with a friendly smile and a helpful attitude They may even tell their friends They feel greatful when they get a good service.

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CUSTOMER SERVICE TRAINING

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Customer service training

CUSTOMER SERVICE TRAINING

Renee Evenson


Tra n ng baby steps the bas c

TRAİNİNG BABY STEPS : THE BASİC

  • Always remember,

    the customer is the reason you have a job…

  • Greet with a friendly smile and a helpful attitude

  • They may even tell their friends

  • They feel greatful when they get a good service


Take of your customer service provider hat

Take of your customer service provider hat

Put on your customer hat


For the great customer service this points are important

For the great customer servicethis points are important

  • First impression matter

  • Courtesy counts

  • Attitude is everything

  • Doing the right thing : ethical ıssues


What kind of service do you give your customer

What kind of service do you give your customer ?

you can providing customer service the moment a

customer comes into your business ,

calls you on the telephone

or e-mails

When customer phsically walk through you door, they take a mental snapshot of you this is FİRST İMPRESSİONS


First impressions

First impressions

include ;

  • person’s looks and actions

  • general grooming and cleanliness

  • Clothing

  • Voice tone

  • Attitude

  • Body language and posture


Customer service training

!!! People see you first, hear you second ; the

first step to making a good first impression is your

Appearance

!!! Wear appropriate clothing for the type of work you do

!!! Make sure you are groomed ; your hair, body, teath, and clothes are clean

!!! Your bady language is very important, make eye contact when talking with someone , smile as often as appropriat

If a customer’s first impression is favorable , you have laid the foundation for providing great customer service


Courtesy counts

Courtesy counts

when you act courteously, you send a positive and powerful message

  • Say excuse me and ı am sorry for your mistakes

  • Say please, thank you, and you are welcome

  • Use sir and maam ; using these words shows a sign of respect

  • Use a person’s name when you know it ; everyone enjoys hearing his or her name

  • Say it with smile


Attitude is everything

Attitude is everything

attitude is everything good or bad, your attitude is what people are going to remember about you…

  • Believe in yourself : when you stop your negative self-talk, you will start to believe in your self

  • Believe you can make a difference when you believe in yourself an gain


Doing the right thing ethical issues

Doing the right thing : ethical issues

  • always be honest ; being honest at all times will make your life farless complicated

  • Always be truthful about your products, service and policies.

  • Never make misleading claims


Customer service training

TOSSİNG THE BALL BACK AND FORTH: EFFECTİVE COMMUNİCATİONın your dealings with customers, be the one to initiate honest, respectful, and thoughtful communication


Customer service training

  • We communicate when we need to make decisions, solve problems, get answers or resolve conflicts.

  • communicating is so important a person success often depends on good communication skills

  • You are not only represant the company, you are the company ;

    how well do you communicate?

    you should choose rigt word and voice tone and

    you should use body language communicates the emotions behind the message


The six step to effective communication are

The six step to effective communication are;

1. Saying what you mean and meaning what you say

2. What you don’t say : nonverbal communication

3. Putting words together: grammer usage

4. Asking the correct questions and answering the questions correctly

5. When the customer says no

6. Listening actively


Step 1 saying what you mean and meaning what you say

Step 1 : saying what you mean and meaning what you say

When you communicate, you can either speak or listen. İt is impossible to do both well at the same time. As the speaker, you control the conversation. So you should;

  • Choose the right words

  • Make sure your tone fits the message you are sending

  • Add welcome words to your vocabulary


Step 2 what you don t say nonverbal commmunication

Step 2 : what you don’t say : nonverbal commmunication

how you say something is more important the words you choose, but what you do when you convey a message is also important

Nonverbal communication include that :

  • smile often

  • Make eye contact

  • Maintain good posture

  • Get enough rest


Step 3 putting words together grammar usage

Step 3 : putting words together: grammar usage

Proper grammar is critical to effective communication.

  • Reflect your company’s personality ; for example you can choose friendly and casual words if your company is not formal

  • Speak clearly and avoid using tecnical language ; most customer will not understand the tecnical terms you use


Step 4 asking the correct questions and answering the questions correctly

Step 4 : asking the correct questions and answering the questions correctly

Employees ask questions to figure out how to solve a customer’s problem or resolve a customer’s complaint.


Step 5 when the customer says no

Step 5 : when the customer says “no”

When you offer a valid solution and your customer says no ; your job is to uncover the reasons for your customer’s objections. For this action;

  • listen to the customer’s objections and need to understand why the customer saying no so you can best help her.

  • Acknowledge the objections ; always validate the customer’s reason,then respond with a positive statement


Step 6 listening actively

Step 6 : listening actively

Listening is often more important than speaking. Without the ability to listen well, communication can never be effective. İf you can’t listen to the message, you can might easily give the wrong response

for the listening actively :

focus entirely on your customer, think of the customer you are helping as the only customer in your business

listen completely and remain objective; do not judge


Jumping in with both feet relat onship building

JUMPING IN WITH BOTH FEET: RELATİONSHIP BUILDING

to provide the best possible service, you must get close to your customers by building a strong ralationship with them.

customer remember and judge the company by their relationship with the employees. They are also likely to tell others. They share their experience with others.


What are people saying about you

What are people saying about you ???

remember, to your customer you are the company. Customer judge a business by their interactions with employees. You have a valuable opprtunity to build a strong relationship.

how to build and maintain positive and strong relationships with all your customer??

there are six step


Customer service training

Step 1 : establishing rapport

Step 2 : interacting positively with customer

Step 3 : identfying customer’s need

Step 4 : making the customer feel valued

Step 5 : maintaining ongoing relationship

Step 6 : different strokes: handling different types of customer


Customer service training

Step 1 : establishing rapport ; establishing a rapport begins the moment you start communicating with your customer.

Think about who are your customers?

  • Are they men, women , teens, or young

    What they expect from your company?

  • Quality product, the best prices or quick service


Step 2 interacting positively with customer

Step 2 : interacting positively with customer

after the establish a rapport building your relationships by interacting with your customer in a positive manner

  • Be helpful

  • Be committed

  • Be a problem solver

  • Believe in your products


Step 3 identifying customer s need

Step 3 : identifying customer’s need

sometimes customer are not very clearly about their needs. When you deal with customers, your job is to uncover their needs

  • Ask questions like how do you think you would use this?

  • Summarize customers needs

  • Recommend appropriate solutions


Step 4 making the customer feel valued

Step 4 : making the customer feel valued

your primary job is to communicate effectively and build positive relationships.

  • Go out of your way for your customers.

  • Validate customers decisions ; for example ı understand how you feel, this brand is costly

  • İnstill positive feelings.; never make customers feel bad about their decisions.


Step 5 maintaining ongoing relationship

Step 5 : maintaining ongoing relationship

imagine how valued they will feel if you remember them?

  • Remember your customer

  • Learn customer’s name

  • Remember something about your customer

  • Learn your customer’s prefences


Step 6 different strokes handling different types of customers

Step 6 : different strokes : handling different types of customers

Most of your customers wiil be average needs.

besides the average , Everyday people with whom you regularly interact, here are some other customer “types” and tips on how to interact positively with them

  • The pushy, obnoxious customer- remin calm

  • The timid, indecisivecustomer-be patient

  • The overly friendly, flirty customer-be professional

  • The culturally different customer- be tolerant


Calm ng storm d ffucult customer contacts

CALMİNG STORM : DİFFUCULT CUSTOMER CONTACTS

When a customer complains , look at it as an apportunity to improve.

by learning how to tactfully handle a difficult customer in any situation you can make every customer feel satisfied at the end of the contact.

five-step process is exist for it.


Step 1 what is going on determine the reason

Step 1: what is going on :determine the reason

The first step is the most critical. What you say? What you don’t say? Your customer is upset and you dont want to do anything to make him more upset.

  • Assure the customer you are going to help

  • Restate the customer’s opening statement

  • Listen carefully

  • Write down key details

  • Display emphaty

  • Remain composed


Step 2 what caused it identfy the root cause of the problem

Step 2 : what caused it: identfy the root cause of the problem

  • İnvestigate the situation

  • Apologize

  • Explain what happened


Step 3 what can i do

Step 3: what can I do ?

  • Tell the customer what you are going to do to solve the problem

  • Focus on what you can do

  • Offer your best solution

  • Never assign blame

  • Display empathy

  • Offer an alternative solution


Step 4 what can i say acknowledge the problem

Step 4 :what can I say: acknowledge the problem

  • Thank the customer for allowing you to make things right

  • Tell what you will do not avoid future problems

  • Offer some sort of compensation or restitution

  • Make follow-up call or visit


Step 5 what needs to be done fix what needs to be fixed

Step 5 : what needs to be done:fix what needs to be fixed

  • Analyze what went wrong

  • Review your company’s policies and procedures

  • Change what you can to make things better


Nazm ye kanbero lu 0508050027

NAZMİYE KANBEROĞLU / 0508050027


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