Customer Service :Customer Service


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. www.readysetpresent.com Page 2


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. www.readysetpresent.com Page 3


A Challenge :A Challenge Please write a One Sentence Definition of CUSTOMER SERVICE. www.readysetpresent.com Page 4


Questions On Being A Customer (1 of 2) :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


Questions On Being A Customer (2 of 2) :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


Competencies (1 of 2) :Competencies (1 of 2) Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity. www.readysetpresent.com Page 7


Competencies (2 of 2) :Competencies (2 of 2) Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards. www.readysetpresent.com Page 8


Excuses Excuses :Excuses Excuses www.readysetpresent.com Page 9


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. www.readysetpresent.com Page 10


Common Excuses For Service Lapses (1 of 2) :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


Common Excuses For Service Lapses (2 of 2) :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


The Customer Wants You To :The Customer Wants You To . . . Greet me. . . . Value me. . . . Help me. . . . Listen to me. . . . Invite me back. www.readysetpresent.com Page 13


A Customer Then & Now :A Customer Then & Now www.readysetpresent.com Page 14


Walk In The Customer’s Shoes :Walk In The Customer’s Shoes www.readysetpresent.com Page 15


Customer-Service Yardsticks :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.com163 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