Post on 18-Jan-2018
description
Page 1
www.ReadySetPresent.com
Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel
Page 2
www.ReadySetPresent.com
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 Program Objectives (1 of 2)
Page 3
www.ReadySetPresent.com
Program Objectives 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.
Page 4
www.ReadySetPresent.com
A A ChallengeChallenge
Please write a One Sentence Definition ofCUSTOMER SERVICE.
Page 5
www.ReadySetPresent.com
Questions On Being A Questions On Being A CustomerCustomer 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.
Page 6
www.ReadySetPresent.com
Do You Know Why They Do You Know Why They Leave?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.
Page 7
www.ReadySetPresent.com
Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.
Competencies Competencies (1 of 2)
Page 8
www.ReadySetPresent.com
Competencies Competencies (2 of 2)
Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/
Sales. Planning. Resilience. Situation Analysis. Work Standards.
Page 9
www.ReadySetPresent.com
Excuses Excuses ExcusesExcuses
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.
Page 10
www.ReadySetPresent.com
Common Excuses Common Excuses (1 of
2) For Service Lapses: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.
Page 11
www.ReadySetPresent.com
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.
Common Excuses Common Excuses (2 of
2) For Service Lapses:For Service Lapses:
Page 12
www.ReadySetPresent.com
The Customer Wants The Customer Wants You ToYou To
. . . Invite me back.
. . . Listen to me.
. . . Value me.
. . . Greet me.
. . . Help me.