logging in or signing up Customer Service PowerPoint Content ReadySetPresent Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Copy Does not support media & animations WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 61857 Category: Education License: All Rights Reserved Like it (21) Dislike it (2) Added: October 07, 2008 This Presentation is Public Favorites: 27 Presentation Description Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, five common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. Comments Posting comment... By: mkskhan (14 month(s) ago) VERY VERY GOOD presentation ! Please someone can send this file to me ppt or pdf on my email ksk_050@yahoo.com Saving..... Post Reply Close Saving..... Edit Comment Close By: sal2102 (19 month(s) ago) interesting. could you please email this to me on saloni.modi@hotmail.com Saving..... Post Reply Close Saving..... Edit Comment Close By: jkmataya (25 month(s) ago) Simple and very powerful Saving..... Post Reply Close Saving..... Edit Comment Close By: handsomedevil1990 (33 month(s) ago) gud gud gud claps claps claps Saving..... Post Reply Close Saving..... Edit Comment Close By: yaselfana (34 month(s) ago) very great presentation Saving..... Post Reply Close Saving..... Edit Comment Close loading.... See all Premium member Presentation Transcript Slide 1: Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel 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 (1 of 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. 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) : Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity. Competencies (1 of 2) 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: : 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 (2 of 2) For Service Lapses: The Customer Wants You To : The Customer Wants You To . . . Invite me back. . . . Listen to me. . . . Value me. . . . Greet me. . . . Help me. About This Product: To download this entire Customer Service PowerPoint presentation visit ReadySetPresent.comOver 100+ slides on topics such as: understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, five common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. Royalty Free - Use Them Over and Over Again. : About This Product: To download this entire Customer Service PowerPoint presentation visit ReadySetPresent.comOver 100+ slides on topics such as: understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, five common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. 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Customer Service PowerPoint Content ReadySetPresent Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Copy Does not support media & animations WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 61857 Category: Education License: All Rights Reserved Like it (21) Dislike it (2) Added: October 07, 2008 This Presentation is Public Favorites: 27 Presentation Description Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, five common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. Comments Posting comment... By: mkskhan (14 month(s) ago) VERY VERY GOOD presentation ! Please someone can send this file to me ppt or pdf on my email ksk_050@yahoo.com Saving..... Post Reply Close Saving..... Edit Comment Close By: sal2102 (19 month(s) ago) interesting. could you please email this to me on saloni.modi@hotmail.com Saving..... Post Reply Close Saving..... Edit Comment Close By: jkmataya (25 month(s) ago) Simple and very powerful Saving..... Post Reply Close Saving..... Edit Comment Close By: handsomedevil1990 (33 month(s) ago) gud gud gud claps claps claps Saving..... Post Reply Close Saving..... Edit Comment Close By: yaselfana (34 month(s) ago) very great presentation Saving..... Post Reply Close Saving..... Edit Comment Close loading.... See all Premium member Presentation Transcript Slide 1: Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel 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 (1 of 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. 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) : Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity. Competencies (1 of 2) 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: : 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 (2 of 2) For Service Lapses: The Customer Wants You To : The Customer Wants You To . . . Invite me back. . . . Listen to me. . . . Value me. . . . Greet me. . . . Help me. About This Product: To download this entire Customer Service PowerPoint presentation visit ReadySetPresent.comOver 100+ slides on topics such as: understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, five common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. Royalty Free - Use Them Over and Over Again. : About This Product: To download this entire Customer Service PowerPoint presentation visit ReadySetPresent.comOver 100+ slides on topics such as: understanding the basics of effective customer service, addressing excuses, examining behaviors, 7 steps to customer service, words to use and words to avoid, top ten customer complaints, five common customer requests, implementing a good customer service program, service standards, 4 steps to super service, how to's and more. Royalty Free - Use Them Over and Over Again. Please Visit: www.ReadySetPresent.com