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Slide 1: Customer Service
Slide 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.   www.readysetpresent.com Page 2
Slide 3: 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.  www.readysetpresent.com Page 3
Slide 4: A Challenge Please write a One Sentence Definition of CUSTOMER SERVICE. www.readysetpresent.com Page 4
Slide 5: Questions On Being A Customer (1 of 2)  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?   www.readysetpresent.com Page 5
Slide 6: Questions On Being A Customer (2 of 2)  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.  www.readysetpresent.com Page 6
Slide 7: Competencies          (1 of 2) Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity. www.readysetpresent.com Page 7
Slide 8: Competencies         (2 of 2) Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards. www.readysetpresent.com Page 8
Slide 9: Excuses Excuses www.readysetpresent.com Page 9
Slide 10: 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.  www.readysetpresent.com Page 10
Slide 11: Common Excuses For Service Lapses (1 of 2)   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.   www.readysetpresent.com Page 11
Slide 12: Common Excuses For Service Lapses (2 of 2)  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.     www.readysetpresent.com Page 12
Slide 13: The Customer Wants You To      . . . Greet me. . . . Value me. . . . Help me. . . . Listen to me. . . . Invite me back. www.readysetpresent.com Page 13
Slide 14: A Customer Then & Now www.readysetpresent.com Page 14
Slide 15: Walk In The Customer’s Shoes www.readysetpresent.com Page 15
Slide 16: Customer-Service Yardsticks www.readysetpresent.com Page 16
Slide 17: What is your next step? www.readysetpresent.com Page 17
Slide 18: Download “Customer Service” PowerPoint presentation at ReadySetPresent.com 163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more. Royalty Free - Use Them Over and Over Again. www.readysetpresent.com Page 18