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custome service - PowerPoint PPT Presentation


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customer service

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PowerPoint Slideshow about 'custome service' - dileep


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

Please write a One Sentence Definition of

CUSTOMER SERVICE.

questions on being a customer
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.
do you know why they leave
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.
competencies 1 of 2
Competencies (1 of 2)
  • Communication.
  • Customer Sensitivity.
  • Decisiveness.
  • Energy.
  • Flexibility.
  • Follow-up.
  • Impact.
  • Initiative.
  • Integrity.
competencies 2 of 2
Competencies (2 of 2)
  • Job Knowledge.
  • Judgment.
  • Motivation To Serve.
  • Persuasiveness/Sales.
  • Planning.
  • Resilience.
  • Situation Analysis.
  • Work Standards.
excuses excuses
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.
common excuses 1 of 2 for service lapses
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.
common excuses 2 of 2 for service lapses
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.
the customer wants you to
The Customer Wants You To
  • . . . Invite me back.
  • . . . Greet me.
  • . . . Value me.
  • . . . Help me.
  • . . . Listen to me.
by dileep panoli
ByDileep Panoli

dileeppanoli@gmail.com

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